Toys r us poor customer service

My son (11 years old) purchased an expensive board game with his birthday money from toys r us on the 22nd September 2018 at 9:56am. When getting home after reading the instructions we realized that the board game was to difficult for him to fully enjoy. Deciding to return the unused game to toys r us port Elizabeth at 12:58 on the same day. Returning the board game we went back to toys r us and was told that they will not accept the board game as the clear wrapping was removed. There was no clear wrapping on the game only sealed with tape. They offered no assistance and told us they will not accept it as they have accepted board games before and can not sell them. This is totally disgusting that a large company like toys r us are unable to assist a customer and would refuse a refund on a game that they can clearly inspect and see it has not been used. Yet they admit in doing refunds on games.