Sims 4

was the purchase from the origin site ?

edit to add if it was then

you can apply for the refund using these steps in the link scroll to The Origin Great Game Guarantee

https://www.origin.com/en-us/great-game-guarantee

Here's how: Visit your Order History and select the "Request a Refund" link next to any eligible product. Complete and submit the Refund Request Form. You'll get a response within 48 hours and your refund within 10 days if you meet the refund criteria.

or contact CS to assist with this

if in the event you need to contact CS

1.https://help.ea.com/en/contact-us/
2.Click on the orange NEXT button
3.Select a platform
4.Click on the orange NEXT button
5.Select a topic and describe your problem in a few words
6.Click on the orange NEXT button
7.Click Chat Now to chat with a Game Advisor


guide on how to contact CS

http://answers.ea.com/t5/Beta-Archive/How-to-contact-a-Game-Advisor-using-the-new-EA-Help-page/td-p/...