Despite it being arguably the most popular game distribution service for PC, Steam has been notorious for having poor customer support, especially when it comes to obtaining a refund– the company rarely offers them. There’s good news though: Valve has announced that effective immediately, it’s implementing a system for refunds that will hopefully be easy for consumers to utilize.
Steam’s new refund policy for games states that “Valve will, upon request via help.steampowered.com, issue a refund for any reason, if the request is made within fourteen days of purchase, and the title has been played for less than two hours.” However, even if the situation in question doesn’t meet these requirements, Valve states that users can still request a refund, and it could be granted depending on the situation. Valve also states that DLC and in-game transactions can be refunded with similar requirements, though for the latter, only Valve games are guaranteed to support refunds; refunds for in-game transactions in games from a different developer must be supported by the developer in question.
While it remains to be seen how well Valve supports the new policy, the fact that users can now easily request refunds is a major step forward for a company that previously didn’t honor refund requests in many cases.
Source: Steam website