Refund option not available. Someone from EA help please.

I purchased Sims 2 legacy collection on 24th April. It's now 30th April (6 days later), I have not launched the game and I want a refund of the game. 

There is no option to refund and the refund tool says it's not eligible. However, based on the EA refund policy, I do not understand why this game isn't eligible for a refund. 

I've used EA help's live chat function multiple times and they keep telling me the game is not eligible for a refund, but they can't tell me why!

Please can someone from EA help.