VERY DISAPPOINTED CUSTOMER

I purchased a few skin care products of the same brand with a single order. When it arrived I didn’t open all the packages only decided to use the face mask as it’s the first to my routine but when I used the one packet out of 10 it burnt my skin. I logged a return and in my comment I mentioned exactly what happened. They collected all products but I received a note that my return was declined because the face serum was used which is not the case. The serum container is never filled to the top for any products and why would I use the serum if the mask damaged my skin. I only later noticed on the reviews for this product on other site it could cause a skin reaction. I’m so disappointed with takealot for not accepting my return especially if I have a valid reason and all other products was sealed. Didn’t have the decency to pick up the phone and call