"We are unable to refund this purchase to your X ending with X at this time. Your playtime of an included product exceeds 2 hours (our refund policy maximum)."

Their policy in more detail: "Requests are considered on a case by case basis and are not typically issued for purchases of released products that are more than 14 days old, or if the purchased product has more than 2 hours of playtime. For in-game items the refund period is 48 hours and the item must not have been consumed, modified, or transferred. "

2 weeks or under 2 hours of usage is not "incredibly liberal", except perhaps by US standards.

Surely you're not suggesting games should have the same return periods as physical products? If the limit was 30 days then refund scams would be rampant.

Why do games get an exemption?

If I buy a power tool, use it for a project, then return it, surely that's as open to abuse?

Games retailers should utilise the same tools as others - don't sell to people you think are abusing your return system.

Most hardware stores in the USA require tools to be unopened/unused to be returned.

Most retailers are pretty restrictive and those that aren't, such as REI, have generally been notable for those policies.

In my mind, software return policies should be more liberal than physical goods since there isn't any potential loss to the retailer due to damage.

Even REI has had to change policy in recent years due to what some may call "abusing the policy", e.g. https://www.rei.com/conversations/ask-an-rei-employee/return...