Takealot - Asked for replacement part, told to return item

I bought a chair in April 2022. The mechanism under the chair tore and I was looking to get a replacement part. The chair is past the warranty date and I was looking to get the manufacturer's contact number so I can contact them myself to buy a replacement part for the chair instead of throwing the chair away.
I contacted Takealot support to ask for the number as I couldn't find the number myself online.
Takealot support then told me that since the supplier is out of stock for the item I need to log a return and get a refund. I was confused by this as I just wanted contact information to get a replacement part.
I asked again if I should log a return for the item. I told them the order number and the date I bought the item and again was told I need to log a return. As long as the item is in a box with all the components inside.
So I boxed everything up, bought packing plastic wrap to wrap the box tight to prevent damage loss of small items as the box couldn't close properly.
So then I tried to log a return as instructed, and then a pop-up told me I'm unable to due to the 6-month warranty. So I contacted support again as gave this info and was now told I'm unable to log a return.
So after confirming twice that I need to log a return, with support having known when I bought the item as well as the order number, they said a return is what I must do. Only now I'm being told no.

Why is it allowed to get 2 different responses? All I wanted from the start was a replacement part or the company who sold the item's contact number so I can get the part myself.