I've played games for 10 hours and returned them with no problem. I don't think you're _wrong_ but I don't think you're right either. I worded my responses well, I told them what was good and bad, and my very reason why.
I've enjoyed their support system for returns and have very little to complain about with it.
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. "
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 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.