Start with the store or payment provider that charged you, then submit the request from that account’s purchase history. Steam and Epic generally use a 14-day window and a two-hour playtime/runtime limit; GOG allows requests within 30 days even if you played the game. These are store policies, not guarantees: eligibility can depend on the purchase type, account, and current rules.
Compare the refund rules
| Store | Standard request window | Playtime condition | Where to request |
|---|---|---|---|
| Steam | Within 14 days of purchase | Less than 2 hours played. Steam counts online, offline, and shared-library playtime. | Steam Help → Purchases → select the purchase → choose a problem → request a refund. |
| GOG | Up to 30 days after purchase | The policy permits requests even if the game was downloaded, launched, and played. | Account Order History → select the order → Ask for a refund. |
| Epic Games Store | Generally within 14 days for an eligible PC or Mac purchase marked refundable or self-refundable | Less than 2 hours of runtime | Account Transactions. Use self-service for eligible self-refundable purchases; contact Player Support for other purchases marked refundable. |
Policies and eligibility can change. Check the purchase’s displayed status and the current store terms, especially for bundles, pre-orders, gifts, consumables, or purchases made outside the storefront. The thresholds above describe English-language storefront policies on US-facing support pages checked October 11, 2026; they are not a comparison of every country’s consumer rights.
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Before you submit a request
- Confirm who charged you. The storefront shown in a game launcher may not have processed the payment. Purchases through a console, mobile store, or developer’s own checkout follow that payment channel’s refund policy.
- Open the purchase record. Check its date, order details, and any refundable or self-refundable label before choosing a route.
- Use the store’s refund process first. If a normal request is available, start there rather than disputing the card charge. A payment dispute is not the same as a platform refund request.
- Keep the confirmation. Save the request confirmation and watch for follow-up messages in the account email or support center.
How to request a Steam refund
- Sign in to Steam Help and open Purchases.
- Select the game purchase and choose the problem that best describes it.
- Choose I’d like to request a refund, complete the form, and select Steam Wallet or the original payment method if that option is available.
- Submit the request and keep the confirmation email.
Valve says it will issue a refund for a title requested within 14 days of purchase with less than two hours played. That playtime includes online, offline, and shared-library use. Falling outside those guidelines does not prevent you from asking: Valve says it will review requests outside the normal rules, but approval is not assured. See Steam’s refund request instructions and refund policy.
Steam pre-orders and Advanced Access
A pre-order can be refunded any time before release. After release, the standard two-week period begins on the release date, and the less-than-two-hours rule applies. For a purchase with Advanced Access, the pre-release refund period ends when Advanced Access begins. See Steam’s pre-order refund guidance.
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How long Steam refunds take
Steam says approved refunds can take up to seven days to appear. Approved Steam Wallet credit may arrive within 24–48 hours, while international payment methods can take longer. The time to receive money is separate from whether the request qualifies.
How to request a GOG refund
- Sign in to GOG and open your account’s Order History.
- Find the relevant order and choose Ask for a refund.
- Follow the support flow and retain the confirmation.
GOG’s voluntary policy allows a refund request up to 30 days after purchase even if the game was downloaded, launched, and played. GOG monitors for abuse and may refuse individual requests. Read GOG’s refund instructions and voluntary refund policy.
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If the GOG game does not work
GOG asks customers to consider contacting Tech Support first. Its help page says that if support cannot resolve the issue after you contact them within the 30-day period, a full refund will be offered.
GOG pre-orders
GOG says pre-orders may be refunded during the pre-order period and for 30 days after release.
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How to request an Epic Games Store refund
- Sign in to the Epic account used to buy the game.
- Open Transactions and select the purchase.
- If the item is eligible and self-refundable, choose Request refund, provide a reason, and submit. If the purchase is marked refundable but has no self-service option, contact Player Support.
- Check the refund destination and payment method after submitting.
Epic’s PC and Mac policy generally requires a purchase to be marked refundable or self-refundable, requested within 14 days, and have less than two hours of runtime. See Epic’s refund policy and refund instructions.
Epic exclusions and other payment channels
Products containing virtual currency or other consumables are usually non-refundable, and gifts are non-refundable. Purchases made through a console or third-party mobile store, or through a developer’s own payment provider, must be handled under that point-of-purchase policy. Epic also cites bans, terms violations, and abuse as reasons a refund may not be available; see its eligibility guidance.
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Epic refund timing and regional rights
Epic says processing can take up to 30 days depending on the payment method. Its policy also says it does not limit EU consumers’ statutory withdrawal rights, though a buyer may be asked to waive those rights at purchase. For rights that depend on your country, check local consumer guidance and the applicable terms; the store policy alone is not a jurisdiction-by-jurisdiction legal guide.
What if you are past the normal limit?
You can still submit a request where the store provides a review route, but treat that as a request for consideration—not an entitlement. Steam expressly accepts out-of-guideline requests for review. GOG reserves discretion in individual cases, while Epic’s purchase labels, exclusions, and account circumstances affect eligibility. Explain the issue accurately and include relevant details; only the store can decide the outcome.
Quick Recap
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