IMO that may be their policy but that is not what the law says.
Find the relevant consumer law and quote it back to them. Make sure you have your claim going through paypal already as they will just be trying to use delaying tactics to stop you being able to do a paypal dispute.
Find the relevant consumer law and quote it back to them. Make sure you have your claim going through paypal already as they will just be trying to use delaying tactics to stop you being able to do a paypal dispute.