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Is it possible?

If it is, do I have to have had some sort of technical problem or can I get a refund just because I didn't like it?

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4 Answers 4

up vote 11 down vote accepted


However, it is possible in special circumstances to cancel an order. I managed to undo a preorder of a game that went on sale the day after I preordered it. I contacted customer support, and since I didn't actually get the game yet (it wasn't out), they allowed me to cancel my preorder and reorder with the sale price. I don't recall whether my credit card had been charged for the initial order, however.

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So it is possible as long as you didn't download it –  jmfsg Jul 8 '10 at 14:52
Given their wording, I think your download is a moot point. Only the release date matters. –  Jeffrey Jul 8 '10 at 14:58
I was able to refund my copy of the Australian version of L4D2 when I learnt how badly it was being censored. –  Alastair Pitts Jul 9 '10 at 0:22
@Ala, out of curiosity, how was it censored? bloodwise? –  jmfsg Jul 9 '10 at 0:59
@Juan Manuel: The gore was pretty badly censored. There was no dismemberment or blood and when a zombie died, they just faded out. The whole game looked super weird as once these zombies died, it looked like they had never been there. –  Alastair Pitts Jul 9 '10 at 1:20

Steam is described as a "Service" in thier licence agreement etc. They hope this will allow them to avoid most online consumer laws in many countries that categorically state that you are allowed a refund in the case that a game does not work.

If you have a technical problem with a game, you can try to get a refund, but I have never tried it.

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Steam may refund an entire order if you file a ticket on their tech support site. Note, however, they may require you to have a good reason.

The one time I wanted to cancel an order (when I purchased all 3 Borderlands expansions and then found out two of them include SecuROM), I opted not to cancel mine, because tech support informed me they would have to refund the entire order, and I had purchased some one day sale items on the same order.

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Note, there is no will but Steam may refund an order in exceptional circumstances. –  user56 Aug 18 '10 at 20:04
@ArdaXi: Good point... edited my answer to reflect that. –  user2974 Aug 19 '10 at 14:47

Doesn't look like it. From the Steam wiki:

As with most software products, we will not offer refunds for purchases made online as outlined in the software license - please review Section 4 of the Steam Subscriber Agreement for more information. We can make an exception for pre-ordered games if the request is received prior to the release date.

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To be more precise, this is detailed in the support pages: support.steampowered.com/kb_article.php?ref=4938-WTDF-9465 –  Gnoupi Jul 8 '10 at 15:27

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