Yet another bad cellphone return story

I ordered a phone from Takealot. Two weeks later, the screen stopped working properly (lines of dead pixels, not responding to touch inputs correctly) for no reason. It was never dropped or knocked, the screen is not smashed, there is no visible damage to the phone - I hadn't even left the house with it because I was self-isolating!

When I returned it, Takealot decided this constituted "user damage", because apparently, phones are not designed to withstand the dangers of being in my hoodie while I sit on my bed all day working from home. If they are going to decline the return due to user error, the onus is on them to PROVE that I used the phone incorrectly, so I repeatedly requested an explanation of how this assessment was made, but I have yet to receive any information. (No, a form showing that somebody in the warehouse ticked a box labelled "user damage" is not an EXPLANATION.)

Takealot performing the "technical assessments" that Takealot uses to determine the outcome of returns is obviously a flawed and unfair model that just lets them violate the consumer protection act with reckless abandon.