Possible refund

I’ve been trying to get a refund on eafc24 I’ve sent two emails regarding the issues I have, and nothing has come back and it’s almost been a week, I understand that it’s a digital game so there are criteria’s that may stop me getting a full refund. Yet I emailed way before owning the game for two weeks, also I’m willing to just be refunded the game price rather than the ultimate edition, which I originally bought, can this be possible?

Thanks.

:)