WHAT DOES IT TAKE TO RETURN AN ITEM AND GET THE CREDIT??

When you attempt to return an item that is the incorrect size, Takealot decide to dispatch THE same size in a different colour (which never arrives) and they have not collected the intial order item but according to them the return is "concluded" when sweet ***** adams has actually been done. Messages via email to no less than 3 *********** staff members, FB message where information is given and repeatedly requested, although it has been supp****.... and still nothing is done. WHAT DOES IT TAKE TO RETURN AN ITEM AND GET THE CREDIT??