Unable to Return Accidental Temu Order Due to App Limitations

My 88-year-old mother accidentally placed an order on Temu via the Temu app on her Samsung Android phone. The order consists of 13 items and was delivered to her in Kempton Park, Gauteng, South Africa on 21 July 2026. She opened the package, but when we realised the mistake, I carefully sealed it again and we would now like to return all the items and receive a refund. On the evening of 21 July 2026 I tried to start the return process directly from her Temu app. However, the app did not provide any option to explain our situation. When you select one of the standard reasons, such as “wrong item”, the system asks you to take photos of each individual item, which does not match our case and is not the real reason for the return. On 22 July 2026 I also tried to deal with this from my work computer and Temu wanted to connect to my computer, but I then realised that the return needs to be handled from my mother’s phone. Because of the limitations in the app and her age, we are not managing to explain that this was an accidental order and that the products are unused and simply need to be returned. We are asking Temu to allow us to return all 13 items and to issue a full refund for this order. We would also appreciate clear information on what exactly you require from us (for example: specific photos, confirmation or forms) so that we can complete the return and refund process without further difficulty, taking into account my mother’s age and the fact that this was an honest mistake.