Just like No Man’s Sky and Fallout 76 at launch, Cyberpunk 2077 has found itself in the hands of many unhappy console owners. And reading the writing on the wall, retailers are starting to offer full Cyberpunk 2077 refunds.
This story has been updated with comment from CD Projekt Red and the Australian Competition and Consumer Commission.
Several users have reported successfully refunding their copies across social media, including the Australia sub-reddit and the Whirlpool forums. Not all users have been fortunate — at least one user said JB Hi-Fi staff refused to refund their copy if the game was opened, as the store wasn’t responsible for the quality of the game. (But as we saw with Fallout 76 and EB Games, that excuse doesn’t really fly under Australian consumer law.)
The move by local retailers makes sense, given platform holders are starting to offer full refunds internationally. Sony, Microsoft and Steam have all begun offering refunds, while users reported that GOG support staff have provided in-store credit or a refund of the user’s choice.
I’ve spent an hour playing Cyberpunk 2077 on Xbox One, and it hasn’t been pretty. Sometimes it’s been straight up ugly. Based on screenshots and footage other people are sharing online, I’m not alone.Read more
My own advice: if you got knocked back for a refund the first time around, have another go. Remind them that other stores are offering refunds, the platform holders are offering refunds, and if things get a little sticky, also remind them what the ACCC thinks of it all. I hear their record defending refunds in court is pretty good.
For good measure, I’ve contacted the ACCC for comment and a statement on what people should do if they’re shot down for a refund. Chances are that won’t arrive for a day or so, but when that comment arrives, I’ll let you know.
Update 7.20pm: CD Projekt has just issued an apology for the game’s state on last-gen consoles, and recommended users use their respective platforms’ return policies if they’re unhappy with the performance.
Update 15/12, 12:10pm: An ACCC spokesperson has also replied with a statement and suggestions for any users who wanted to refund Cyberpunk 2077 but were running into difficulties.
When a consumer buys a product it comes with automatic consumer guarantees under the Australian Consumer Law. For example, when a consumer buys a product, the seller guarantees that it will be of acceptable quality. This means that the product will be safe, durable and free from defects.
If a consumer has purchased a product that has a fault which amounts to a major failure, the Australian Consumer Law provides them with the right to ask for their choice of either a repair, replacement or refund. Sellers cannot exclude or misrepresent these consumer guarantee rights in their refunds and returns policies, or in their product warranties.
If a consumer has purchased a product that is not of acceptable quality, and that product has a major fault, they should:
Contact the seller as soon as possible to explain the problem and the outcome they want (a refund, repair or replacement). It may be best to do this in writing so the consumer has a record of their request, particularly if the seller has already rejected the consumer’s request for a refund in person or over the phone.
Explain to the seller that their consumer guarantee rights apply irrespective of store policy or product warranty, if this is being argued by the seller to deny a remedy.
Make a complaint to the ACCC or their local state or territory consumer protection regulator if the dispute is unable to be resolved.
Update 19/12: CD Projekt Red has issued a further statement on how refunds will work for those who can’t get their money back from retail stores. Users can email CD Projekt Red to request a refund with their proof of purchase up until December 21, 2020.