GOG.com Introduces Worldwide Money Back Guarantee
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Refunds are a tricky business in the world of digital downloads, but luckily GOG.com seems to have adopted a fairly sane and admirable policy for them, by recently introducing a "worldwide money back guarantee": if the GOG.com support team doesn't manage to solve your technical problems in 30 days, they'll issue you a full refund. Furthermore, assuming you haven't downloaded the title yet, you can get a refund withing 14 days from your purchase.
While I hope I did a decent enough job explaining the policy, quoting the FAQ will probably give you a clearer and more precise idea:
4. How does it work?
If, within 30 days after the purchase of your game, you experience technical problems or game-breaking bugs that prevent you from finishing your game, contact our customer support. They will do their best to help you fix the problem and if, at the end of their attempts to solve the problem your game is still not working, we'll give you back your money.
5. When will I get my money back?
The time between us issuing a refund, and you getting your money back, can vary depending on your payment method:
- If you paid with a Visa or Mastercard or AMEX, you will get the money back on your bank account within a few business days.
- If you paid via PayPal, the time needed to process your refund will vary, depending on the kind of payment you used (PayPal balance, or through your bank account, or your debit or credit card linked to your account). As soon as we issue the refund, you will receive an email from PayPal, which will contain more details about the process.
- If you paid via Paysafecard, we will need your bank account information in order to issue the refund. Unfortunately the nature of Paysafecards makes this necessary. As this will be a bank transfer, most likely international, the amount of time needed for you to receive the funds will vary.
6. I want a refund! How do I initiate the refund procedure?
You simply need to contact our Support Team, by using the (Technical Issues with Games) form, and describing the problem as accurately as possible. We will get back to you with what we think might help fix your problem. If we can't get it working together, you will get your money back.
7. GRAAAAH! I'm angry! Can I get my money back right away?
We always aim to provide our users with working games, so first we'll try to get your purchase working on your system. If we can't get it working, we'll get your money back. No worries. :)
8. What about pre-orders?
You can cancel pre-orders at any time before the game's release, and get the money back.
9. Can I get a refund for a gift I've received?
Since you did not pay for the games yourself, we can offer you a replacement game of equal or lesser value, as a form of store credit. If the person who purchased the gift prefers to receive a full refund, this is possible, however they should contact us about this separately.
10. Can I get a refund for gift I've sent to someone and they have problems running the game?
Sure. However make sure to inform the gift recipient to avoid any surprises, as the game will be removed from the recipient of the gift's account once the refund is issued. :)
11. What about game packs?
For technical reasons we cannot divide a game pack (for instance, a season pass, or a pack containing the base game and its DLCs), so you'll get a refund for the full pack and, as a consequence, the full pack will be removed from your account.
12. What about DLCs?
If the DLC itself doesn't work on your system, and we cannot help you fix it, you will get your money back for the DLC itself. If the main game doesn't work, and we're unable to help, we will refund its DLCs as well.
13. My system doesn't meet the minimal requirements specified on product page, can I get a refund?
Well, there's a reason why we post the system requirements on each game's page: so you can see for yourself what you'll need to have on your rig in order to be able to run the game. If your game doesn't work because you misread our system specs, all we can really offer is that we're sorry for you. :(
Please note that we also cannot provide support if you're trying to run our games through virtual machine software.
Also of note: this policy is retroactive and also applies to titles purchased before its introduction.
