Can’t get a refund for Total Plus.

I am unable to extract a refund from ‘Hash Themes’ for two copies of the ‘plus’ version – despite them advertising “7 day money back guarantee”.
I have put messages on their support pages: https://hashthemes.com/support/topic/i-have-downloaded-total-plus-how-do-i-install-from-downloads-folder-on-pc/#post-15306 – but have had a poor response, just an email as follows:
Hi,

Thank You.
Which isn’t quite the same as they advertise…
Has anyone else had trouble like this – and how did you resolve the issue?

Regards
Paul