GOG's New Refund Policy Is Extremely Generous

PC marketplace Good Old Games announced a new refund policy today, and uh, it’s very kind. Maybe even too kind.

Here’s the new policy, straight from GOG: “Starting now, you can get a full refund up to 30 days after purchasing a product, even if you downloaded, launched, and played it. That’s it.”

That’s honestly kinda nuts, because 30 days is a long time to be playing a game before allowing a refund. GOG say it’s because “every part of our store is designed with gamers in mind and your purchase safety and satisfaction come first for us”, and that “The latest update to our voluntary Refund Policy adds another piece to this customer-friendly experience”.

To any arseholes wondering if this is something they can take advantage of, it’s not entirely a case of “That’s it”. There’s fine print to take note of first:

We trust that you’re making informed purchasing decisions and will use this updated voluntary Refund Policy only if something doesn’t work as you expected.

This is why there are no limits but instead, we reserve the right to refuse refunds in individual cases.

Please respect all the time and hard work put into making the games you play and remember that refunds are not reviews. If you finished the game and didn’t like it, please consider sharing your opinion instead. Also, 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.

Nobody likes that person.


Comments

    Their generally good customer service, along with the pretty great prices I'm seeing has made me start spending money there instead.

      Their sales events are often comparable on price to Steam, too - easily within a few cents or dollars, depending.

      Galaxy's not... baaaaaad, but Steam does still really have them beat on features, point for point. When it comes to a consolidated centre for resources (guides, reviews, forum/discussions including dev involvement, workshop/mods, update news), even the stuff where GoG at the very least HAS the feature point, Steam's still doing it better. It's kind of a shame, but y'know. You pick your priorities, I guess.

    The internet was full of claims the sky would fall in when Steam revised their refund policies too. In practice, even Kickstarters that end up offering refunds due to such things as promised features not being offered only get a fraction of the player base taking up that offer. As it turns out, the vast majority of people are not self entitled arseholes, despite what other conclusions one might draw from reading Steam reviews and reddit.

      I mean, there were a few dev blogs proclaiming, "THIS SYSTEM HAS RUINED ME, HERE'S THE NUMERICAL PROOF!" but I can't help but think that prior to Steam's refund revamp they were under the illusion that all their sales were well-earned, with satisfied customers.

      It's like the old argument about 'game demos cost sales'. Which I STILL contend is only true for bad games, or games which misrepresent themselves/chase the wrong audience.

        Game demos stop me from buying games I enjoy if i feel like the demo has shown me all the game has.

        I played Hunt Showdown during the free weekend and although I really liked it at first, by the time the weekend was over, I felt like I had seen and done all the game had to offer. I didn't feel compelled to keep going unless I could find a regular group to play with.

        I guess that fits into the wrong audience target.

    Huh. Wow. I guess we'll see.

    There's always bastards... always. But GOG has also typically had a fairly different audience/market to the bigger players. I'll be interested to see if the positive press sways people to shifting to the GOG store by default for all-else-equal cross-platform purchases, or more purchasing risks being taken on chancy titles that otherwise might not have been purchased without the assurance of a safety net in case of that proving an unwise decision.

    At the very least, if being consumer-friendly to this extreme results in extreme abuse, it'll certainly be no surprise to any reasonable person to see them turn around and declare the experiment a failure (and the unreasonable can just be safely ignored).

      There are indeed always arseholes. The discussion therefore inevitably ends up being about how many legitimate users one is willing to treat like criminals in order to avoid rewarding a handful of bad actors. Kinda like how Australia's welfare system treats everyone like a scammer who just hasn't been caught yet.

    GOG is by far the best online games retailer for service. Just being DRM free is a wonderful thing. Steam has conditioned the PC market into accepting DRM but it still isn’t right.

    You should only really be entitled to a refund if the product doesn't work as expected. You definitely shouldn't be asking for a refund if you simply decided you didn't like it.

      You're not entitled to a refund for changing your mind.

      It's just a nice customer service thing that GOG is offering to help differentiate themselves in the market and, presumably, to generate themselves a bit more business as a result. Perhaps the thinking is that people will be more likely to spend money if they know that a bad choice won't automatically end up as money down the drain.

      Why would you not ask for a refund if the company you bought something from thought that offering refunds made good business sense for them and you didn't like the product they sold you?

      All the big chains decided decades ago to offer no questions asked change of mind refunds. Should people not take advantage of that opportunity either? Kmart and Big W haven't been inundated by people who bought a product for the weekend and returned it on Monday for a full refund.

      No questions asked refunds are obviously good for consumers, but they also drive more sales for companies too.

      Last edited 27/02/20 5:24 pm

    I've heard that GOG is struggling these days, especially after they had to make a bunch of staff and consumer benefit cuts to stay competitive with Epic's revenue sharing. This is probably part of them trying to pull people back by offering pro-consumer services that won't break their bank.

    Meanwhile, Steam and Epic still have their 2 hour maximum play time policies firmly in place.

    I feel a 2hour playtime would make sense. I can see HORDES of people just finishing their game within that 30day period and getting a refund. HORDES! of people WILL abuse this!

    You listening GOG? HORDES!

    Not me because I'm not a piece of shit person, but I tell you what, THERE ARE HORDES of them out there! HORDES!!

    Last edited 27/02/20 7:08 pm

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