From what I see she bought from QVC and the link given is to another site not McAfee so the refund should be from QVC. I have never seen a full time McAfee subscription in 14 years as a moderator here. 3-5 years yes not unlimited.
You could try Customer service They might know more and honor the purchase if the purchase is a legit product that they offer.
Customer Service deals with all those sorts of things so you must phone them, or use the online chat option.
Normally something packaged like that would dies along with the product but they will be able to advise you on that score.