Within 24 hours after you first launch the game.
Within 14 days from the day you bought it, if you have not launched the game.
Within 14 days from the release date if you pre-ordered the game, if you have not launched the game.
Now they tell me they can't see when I first launched the game, only the day I have bought it and that they can't give me a refund because of that.
It has been 4 hours since I started this mess and to top it all of this is their company policy