I want to claim my money back by a 7 day refund policy

I want to claim my refund, they have a 7 day refund policy.
I contacted them through the channels they provided on their website.

I chatted through their customer service system on their website but they put me on a chat bot and told me to wait in a queue of 3 people for service but I waited for more than 2 hours with no response. So I decided to create a ticket to claim my refund in their system but they did not respond.