You may request a refund for a product up to 30 days after purchase, even if it was downloaded, launched, and played. To apply for a refund, start from your account's Order History page, find the appropriate order and click "Ask for a refund". For more detailed instructions click here or scroll to the bottom of this article.

Please keep in mind that we're actively monitoring the effects of our new Refund Policy to make sure no one is using it to hurt the developers that put their

The only time I've seen the phrase "No questions asked" is in reference to pre-orders and games in development (up to 30 days after purchase in the case of the latter).
How do I refund a game? - GOG Support Center

It seems you're the same guy on Reddit who played Baldur's Gate 3 for 29 hours, never submitted any support tickets, then asked for a refund claiming there were technical issues. Issues that support say have since been resolved. 29 hours of playtime for a game that can be finished in 42 hours wasn't deemed sensible and now you're acting like you were scammed.

Your excuses are also absurd, like the claim that you didn't play the game, you actually fell asleep while it was running.

Normally I'd agree with you, but in this case that's a misrepresentation of what the second image says. According to the image, he purchased a second copy from a different store to get multiplayer working, and most of the 29 hours is because he left it running while AFK - that sounds plausible, if he left it set up for his friend to try to connect to it.

I've never seen the Voluntary Refund Policy referred to as "No Questions Asked" except for by people trying to get a refund in situations where GoG is quite reasonably not giving a refund.

The policy is very clear that it looks for signs of abuse - 29 hours in the game, even if you forget and leave it running can reasonably be seen as a sign of abuse. It's a precedent that was well established on the release of Cyberpunk when people tried to abuse the system by completing the game in a fortnight and then tried to refund it.

I presume it's possible to disable achievements in Galaxy, so the lack of achievements on his profile isn't conclusive evidence that he didn't "play" the game although could be considered circumstantial.

OP says he then bought the game on Steam. Assuming he did this, doing purchasing a second copy before the refund on the first was confirmed was not the wisest thing to do.

You need to bear in mind two things : 1. Even Steam's clearly defined "2hr playtime" is still discretionary and people have had their ability to refund anything in future frozen for requesting too many / using them as refundable demo's. 2. One way stores measure refund abuse is % of requested refunds vs total games owned. Eg, if you own 100 games and request a refund that's 1%. If you own 1500 games and refund 30, that's still only 2%. But if you only own 3 games then request one refund, that's a 33% refund rate which is deemed high by most stores (Amazon send out 'your account may be closed due to refund abuse' emails for between 10-20% refund rates).

No store has a true "open ended" refund policy and what GOG probably should do is clarify that better to avoid any misunderstandings. However, if you're the guy on Reddit ("The PurpleAmerica") that IceMage mentioned who just announced he did a chargeback against GOG, virtually all companies will close accounts for that as they're only supposed to be used for stolen cards / non-delivery / faulty goods and is widely seen as fraud to chargeback your own voluntary / legal purchases for items you received but simply didn't want. You're also risking a note being put on your bank account / credit record if your bank's fraud department decide the chargeback mechanism is being misused.

If he did, it should be possible for him to prove that to GOG; if he can't then I'd agree that he's in the wrong. As for timing, as he had a friend who wanted to play multiplayer then I can see the importance of having a working copy ASAP rather than waiting for GOG to get a bug fixed. This is a case of faulty goods, just a question of whether he should have allowed GOG time to fix it.

No storefront gives you where you can purchase and download games gives out a 30 no questions asked refund after a game has been fully released:

Steam - within 14 days of purchase, less than 2 hours played

Epic - within 14 days of purchase, less than 2 hours played

itch - you need to contact site support, which will try to work with you to get the game working first before they will consider issuing a refund

IndieGala - "Refunds will not necessarily be issued due to your dissatisfaction with the Product or if your computer does not meet the minimum Product requirements"

Fire Flower Games - sales are final after 14 days, when you download the game, or when you download a game's bonus content, but they'll give refunds up to 30 days if there is a major technical issue

Zoom Platform - requests must be made within 30 days and are prorated (meaning you only get a partial refund)

That guy is now doing a chargeback. https://www.reddit.com/r/gog/comments/1600i5f/so_i_am_charging_back/

You don't necessarily have a 2 week no questions asked period under EU law for digital services.

You're thinking of the "Right of Withdrawal", which is a 14 day period during which you can cancel an online purchase even if you have paid. HOWEVER, this right doesn't apply if a user expressly consents to the performance of the service - which (as with all online stores of this type) you do when you complete the purchase.

Even if you could argue that performance is only when you download (spoiler alert: there's case law that says performance is when the files are available for you to download), once you have downloaded the file, you've definitely waived your 14 day right of withdrawal anyway.

You still have your two weeks withdrawal right as long as the game hasn't been downloaded. The store can only ask you to waive your rights, when you want to access the product immediately.

However I always wondered, if GOG actually would win a case about the rights withdrawal if it came that far.
It's been a while since I read up on this, but I think GOG could at least be challenged as long as they don't fix their checkout-basket...

A. The info is hidden away UNDER "you might also like" with small text.
B. The customer doesn't actively acknowledge that they waive their rights by purchasing.

Hiding info like this usually isn't sufficient under EU Law.
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Source: https://eur-lex.europa.eu/legal-content/EN/TXT/?uri=CELEX:52021XC1229(04)

5.7 Right of withdrawal from conctracts for online digital content
[...]
"‘Express’ consent and acknowledgement for the purposes of point (m) of the first paragraph of Article 16 should be interpreted by analogy to the rules on express consent provided in Article 22 on additional payments for additional services. This means the consumer has to take positive action, such as ticking a box on the trader’s website. Expression of consent and acknowledgment by means of a pre-ticked box or accepting the general terms and conditions would not satisfy the requirements of point (m) of the first paragraph of Article 16."

Probably because of the unescaped colon and parentheses in the link. Let's test that theory: Source.

Thanks for the help :)
I fixed it now,

GOG has never managed to really get the hang of this whole "unicode" thing. You can either break the symbols into XML codepoints or mass hire a new web dev team for GOG.

Your homework assignment for this weekend is to try to figure out what went so badly wrong in the composition of the above sentence.
;D