Looks like they want prolong time to not user can have 30 days return guarantee.
This is typical step, call us for support but pls don’t use Paypal claim system 
then we will not communicate further looks like Paypal write not serious sellers to some attention DB
Pls be careful and think to your next steps very carefuly. You want money back for sure or you want use their products? To this decision you need to do next steps in my opinion and very quickly.