Takealot - Takealot refund issue

On the 7th of September 2023, I purchased a product from Takealot.
Tested it and was disappointed. On the 9th of September, I requested a return, which was declined on the 12th because I had opened the package. After many many phone calls and too many e-mails, they eventually advised I chose an incorrect reason from the drop-down menu. I should amend it. They advised that they cannot keep the unit there and amend the reason on my behalf; that the unit will be sent back to me, I should log another return. I didn't understand it, because nothing would have changed (the packaging would still be opened). But I did what I was told. The product was delivered again, I logged a return again and it was declined ... again. I don't have a product or my money. Agents drop calls purposefully, it is extremely difficult to get hold of anyone, every e-mail is from a different agent with a different reason and what I should do next.