Very disappointed with the ineptitude of the returns department

I have had many positive experiences with Takealot, but the most recent one overshadows anything good I have ever had to say about them. I am, frankly, disgusted by their returns department. I recently purchased a Philips TAA6606 bone conduction headset from the site, and over the 2 or 3 days that I was testing the headset, the stupid generic USB-C cable that came with the headset went missing. The headset itself turned out to be faulty. I have owned an (arguably) better bone conduction headset, but when that one was out of warranty, the one 'speaker' driver came loose and started vibrating. They call it the "rattle of death" on the internet. So I am aware of what a loose driver feels/sounds like. The Philips headset's right driver was vibrating similarly, from the outset, so I tried to return the headset.

Of course, Takealot now refuses to send me a working headset, because, according to their returns policy, all accessories must be with the item, before it can be returned to the warehouse. They will not let me speak to any sort of manager, and they are refusing to help. Any idiot can see that the USB-C cable has nothing to do with the faulty headset. They will not let me purchase a new cable, to send along with the old headset, because "each item has a unique serial number". I just cannot fathom the ineptitude of this department. I don't want a new USB-C cable. Get me a new headset box, take your precious USB-C cable out there, and send me what's left. Hell, you can even have the ****py bag and earplugs that I sent back. Just send me a working headset!