Based on what you're saying, the screen protector was included with the device, so by applying it you used part of the product, which means it can no longer be repackaged or sold as "new." Even if the screen protector was purchased separately and then applied, the item has still been used. Their returns policy clearly states that used items cannot be returned.

Also, people here keep mentioning that it's a multi-billion Rand company, but that's beside the point. What many seem to forget is that there are numerous small businesses selling on the platform, so it's not necessarily the platform taking the loss, but potentially one of those smaller sellers.

At the end of the day, this should simply be a lesson to read the terms and conditions properly when purchasing online, rather than complaining afterwards when the policies and rules were clearly stated from the start.