XBOX return issue

XBOX Series S

We bought a XBOX Series S on the 11th November 2020 and within a month it started to give us issues.

We than called takealot.com and they advised us to contact Microsoft. We contacted Microsoft and they gave us troubleshooting steps which were not successful.

They then said we must contact the retailer. We then contacted takealot.com and they said that we must follow the returns policy on their website. We did all the steps and they came to collect the XBox. We received an email saying that we will be getting a replacement device.

They delivered the device and then now the issues started. We got emails stating that they need to come and collect the Xbox as it was a mistake that we got a new one.

My question is we followed all the processes and they "followed their processes" why now must we return the device?

The ladies are rude and dont want to listen. They kept on saying that there is a policy between takealot.com and Microsoft that they will not replace any devices. I asked them where on https://www.takealot.com/help/exchange-return-policy is that policy and they said its not there on the website but they will email it to us.