I agree that it isn't the best approach to customer support. On the other hand, giving refunds on digital products leaves them in a difficult position. The consumer has the goods. There is no way to actually return those goods.

Computers have always bumped into this issue. Even in the 1980's, when software was distributed on physical media (with copy protection), most retailers would refuse to accept returns. They refused to do so because it was possible for the consumer to copy the floppy and return the physical product. Ebooks face the same issue, only perhaps a bit worse because those bits were never in shrink-wrap so there is no way of accepting returns on unopened products.

So it's not necessarily a case of a company having your money and telling you to take a hike. It could very well be a company who can't accept returns so they don't accept returns, and it's far too easy for people to scam them if they offer refunds on non-returnable products so they don't offer refunds.