Nonreturnable Items: Opened computer software, movies, music and video games can be exchanged for the identical item but cannot be returned for a refund
He can get an identical copy of the software, thats it. No refund. Why? Because people buy software, return the disk, but burn the CD key so it's no longer valid.
Also, you've never worked at a retail store's computer repair before. Its "We can look into it... at a discounted rate" or if they do look into it for free, its put on low priority and put off until someone finally gets around to it.