itch.io

I bought a game by mistake and I have to cancel the purchase, it's been almost 3 days and I still haven't
received a response from support.
I'm worried that I won't be able to get my refund due to the time taken to cancel the purchase, 
the ticket is (234570).
I know that the forum is not for that but I would just like some guidance on this,
because if my refund is not possible I have to see what to do with the game key that I haven't used yet.