I am sorry but they are not going to assist you with this. That is not the fault of the GM, that is the policy put in place by the Developers. They did explain to you why the policy exists.
Yes. People realize that they bought the wrong thing when looking at it then refund it for the proper item. There are warnings before you equip or enchant so that you have to take a second look and confirm it before you void the timer.
The game is set up to give you multiple opportunities to resolve the issue yourself before you commit to the decision to make it permanent. They warn you multiple times.
If you wish to make a suggestion that the Developers change policy and allow GMs to swap purchases, you are free to use the in-game suggestion tool or post on General Discussion where the Community Managers pass on feedback to the Devs.
This article might help cover what GMs can and can not do.