GOG.com has updated its refund policy, and keeping in line with the mantra of the service it’s another huge pro-consumer success. Unlike other services, most notably Steam, GOG will now allow users to seek a refund whether they’ve downloaded the game or not, and regardless of how many hours the user has spent playing the game. The 30-day limit remains in place.
GOG originally introduced its refund policy six years ago. Until now the company would refund any purchase within 30 days, without any question, but only if the game hadn’t been downloaded. This restriction has now been removed entirely.
In an email to customers, the company stated:
“We’re monitoring the effects of the current update to make sure no one is using this policy to hurt the developers that put their time and heart into making great games. We may refuse refunds in such individual cases.
It’s important for us to say that this update is possible thanks to your respect for all the time and hard work put into creating the games you buy on GOG.com and playing by the rules. We’re grateful for that and encourage you to continue to do so.”
The new refund policy will also cover pre-orders on games up to the date of launch and within 30 days after launch.
For comparison Steam, which introduced its refund policy in 2015, will only grant a refund if one is requested within 14 days of purchase, and only if the user has played the game for less than two hours. The Epic Game Store uses the same refund policy. Sony will grant a refund on the PlayStation Store within 14 days, but only if the game hasn’t been downloaded, while Microsoft considers all sales final, but will handle refunds on a case by case basis. The Nintendo eShop doesn’t offer refunds, although some users have been successful with their requests.
While there is no limit to the number of refunds that can be offered, a GOG representative did state that “We reserve the right to refuse refunds in individual cases. Please don’t take advantage of our trust by asking for an unreasonable amount of games to be refunded. Don’t be that person. No one likes that person.”
Founded by CD Projekt in 2008 as Good Old Games, the service originally specialised in reviving old computer games and getting them working with new operating systems. The service became popular for its anti-DRM stance and pro-consumer mentality, and in 2012 started selling new titles alongside old-school classics on its storefront. In 2014 CD Projekt announced GOG Galaxy, a Steam-like client, although it remains optional and users can still access the service through the website.