Software Subscription return

Lorna - Please help!  After weeks of my IT Director husband trying unsuccessfully to download the software in <ADMIN NOTE: order number removed per privacy policy>, and 9 phone calls in 3 days to customer support, I am being told the 21 day return/refund period is past.  I am looking for an exception given how long we tried to download the software and how long it took us to actually get through to someone in your refunds group.  The refund I would like is only for the software, not for the remainder of he order, which we would like to keep.