Online Return is not eligible at this time

I received the newly purchased G16 laptop on March 6. However, the computer crashes or freezes every time I use it for more than ten minutes, download files, or run the advanced test in the BIOS. According to the hardware diagnostics on Dell’s official website, there are no issues detected. Now I want to request a refund, but the official website says I’m not eligible. Why is that? Dell Purchase ID: <Your private information was removed from public view. DELL-Admin>