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GOG.com has put some thought into the stance they want to take when dealing with their customers.  A recent announcement covers their philosophy on customer service and refund policies, with the hope of offering a much better experience for those who use GOG.

The refund policy has been revised to be more consumer-friendly. This new policy allows you to receive a refund within 30 days of any purchase, and this offer is only revoked after you start to download the game. The sale is not final until you actually have possession of the product.

“You have 30 days, worldwide. Hitting “Buy” doesn’t waive your rights.”

This updated policy also includes a money back guarantee. Any game you buy is guaranteed to work, and a refund is available in any case that technical difficulties prevent you from actually enjoying your purchase. If the support team at GOG can’t fix the issue, then you can choose between receiving store credit or a full refund to your PayPal account or credit card.

This 30 day period only counts for contacting GOG – as soon as you reach out to contact customer service, the timer freezes. You do not have to worry about your request being ignored so long as you send it in within the 30 day time-frame.

GOG has also resolved to offer a more personable approach to customer service. Instead of resorting to FAQs or automated responses, they want to provide real people with technical expertise to resolve any issues you may have with your purchases from GOG.com. While refunds are still limited to a 30-day period, other customer services have no time restriction: any purchase you have made, regardless of how long ago it was, is fair game for receiving technical help. If you bought a game from GOG, then they will help you get it working.

GOG has recently started offering customer service in French and German in addition to English, and has plans to include more languages in the future. An update to the support section of their site is also planned for the near future, with the aim of making it easier to contact support and get help.

What do you think of GOG’s new customer service policies? Do you believe it is a needed change? Do you think they can deliver on all of their goals?


Clint Smith

I'm an ex-carnie who has been gaming and writing since I was a kid. Lately you can find me over-thinking in RPGs or failing my way through a plethora of indie games.



  • GOG is better than Steam because of their business policies, shame Valve isn’t adopting these policies. I like Steam as a platform but GOG has better support and ACTUALLY has a fucking return policy, which I like.

  • Domhnall

    That’s good. It’s a shame it doesn’t look like Valve will ever work on their customer service policies; they could learn a few things from GOG.

  • Audie Bakerson

    They don’t offer Polish CS?

  • Sounds like GoG are just reiterating things for the purposes of clarity and a bit of PR from the announcement that Steam has worse customer support than the man in an overcoat selling watches in a parking lot. I’ve used GoG’s support section a few times and walked away satisfied. They treat you like people. Which I am. *Shifty eyes*

    Steam is one of the worst digital distributors in regards to consumer rights despite being the foremost service for PC gaming. One wonders exactly what they’re spending their money on over there. They don’t seem to test games, check for copyright infringement, or respond to a massive chunk of tickets.

    Oh wait, I know what they do with it – pay lawyers to look for a loophole in new laws.

  • Cytos Lpagtr

    gog understands that in order to compete with steam, they need a better service, not an equal one

  • webkilla

    holy balls – I couldn’t even imagine GOG becoming any better…

  • MusouTensei

    Very disappointed in GoG’s censorship that applies for german costumers now.