I LOL'd. =P

They do have a real refund system, just not the one you want. :P You can refund if you haven't downloaded the game or if the game has an issue and Support is unable to help you fix it.

If you want Steam's refund system, go buy on Steam.

You should play it a bit more. It gets a lot better the further you are in. Or rather, the pacing and gameplay are deliberate like that.

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give this game a chance man!

20 minutes is nothing and not liking a game is not a valid reason for a refund in my opinion. Unless it doesn't work or is missing advertised features then GOG and the developer have provided what you paid for.

I feel like you guys should quit ragging on OP a little bit.
He's pretty obviously used to steam and unfamiliar with this place, to the point that he doesn't even really understand how DRM works. Typically GOG won't give a refund for that reason. It usually only happens if there's some technical issue that prevents the game from running properly or you made the purchase on accident or something.
The problem is that all games on this website are DRM-free. What this means is that there's no way of them tracking whether your game is downloaded or where or anything. For all they know, you could have a copy on your computer, a copy on your friend's computer, and a copy you sent to your neighbor and be asking for a refund just so you can get a free game. It works on basically what is an honor system that you won't pirate it, since if you DID pirate it, there'd be no real way of them knowing.
However, it's still worth contacting support anyways. They may be understanding and decide to give you a refund, or they may be cautious and decide not to. If they don't, that's the reason why.

You vastly overestimate (or underestimate?) people. :) There are basic PC users for whom researching "how to pirate gaemz" is far more intimidating than simply abusing a store's return policy. There are people who are seriously afraid of getting viruses/getting in legal trouble from pirating, who would rather practice this sort of "grey" piracy. The thought of "fooling the system" is attractive to some, if the number of people regularly attempting to scam traders/giveaway hosts is any indication. And I guess simple stupidity could count as a reason, too.
There are probably other reasons (not necessarily good ones) that someone would go "the long route" rather than just straight-up piracy; those are just off the top of my head.

They do know whether the game has been downloaded, at least. But they have no way of knowing if the download was completed.

That's the difference between running a business and a charity.
In a charity you just give without second thoughts. In a business, you have to protect your interests, because by definition (however cold that is), the ground principle of a business transaction is that every party acts upon its own interest following a set of rules. 'Emotion' notwithstanding.
In a drm-free business, there has to be a trade-off between digital protections for 'legal' rights, you know that.

Now I will make a branching-out-of-topic in the most usual fashion :
If people were so keen as doing the right thing all the time (i.e. not being 'criminals'), would there be so much success in 50%+ discount sales ?
I will leave upon anyone's interpretation who the people are.

In that mould, nor is steams a proper refund system.
Most games you may not even find out you don't like it until much further into the game, well past the two hours limit steam has, so you'd be SOL there too.

GOG's refund does state, that they'd refund if they can't get it to work on your system, not just because folks may not like the game etc.

As for the checking your HDD/serial numbers etc, they can't, also that'd be illegal for them to do so.
And not remotely feasible to check the entire internet for that one game & then check all codes, not that I think they have separate codes.

To be safe, check youtube/twitch for footage before purchasing if not sure.

Since apparently no one here has asked yet: Just what did you not like about SOMA, OP?

And yeah, I'm doubtful anyone could properly judge the quality of a game like SOMA after 20 minutes.

Registered on May 2011...

That doesn't mean he's necessarily purchased anything since then. He could've had the account for the free games and just recently decided to buy something from here.