We are not able to process or accept refunds at Double Eleven. All purchases need to be requested from the platform you originally purchased the game.
Both platforms require that any refunds are submitted to them within 14 days of purchasing the game or DLC, after this period you will not be able to request a refund.
Only PlayStation and Microsoft are able to confirm your refunds, if you submit refunds in a ticket you will be directed to the platform stores support teams, so we recommend you request the refund with them directly.