***** with returns

I am a long time loyal customer with Takealot. I ordered a ramp for my dog and first tried using it a month after delivery as my dog was ill. When I tried it for the first time, I noticed that the ramp slipped when my dog tried to use it, because it does not grip the ground well enough and that the design did not have rubber on the one end of the ramp. This product was thus unsuitable for my needs. I logged a return with Takealot, the product was collected and a few days later, I received a rude email stating the return was concluded and there was nothing wrong with the product. I explained that the product did not suit my needs and was then told I can send pictures of the problem. How could I do this when the product is sitting with Takealot? I heard nothing for a few days and then received a call from someone trying to return the product to me. I was not home and unable to take delivery as there was no notification of the delivery. Since then I have heard nothing and the app doesn't show anything other than "return concluded". I want Takealot to honour the return and credit my Takealot account, failing which I will walk away from Takealot entirely and and approach the CGSO for resolution.