How easy it is to return a game bought from a digital vendor when that game does not work as expected?
We looked at four of the main stores which South Africans have access to, and extracted the necessary T&Cs related to game returns and refunds. Prepare for slightly intolerable legal jargon.
Uplay (Ubisoft)
“Ubisoft’s liability is limited to the replacement of fee-based content which are recognised by Ubisoft as being unusable following analysis of your claim, with equivalent content chosen by Ubisoft. In any event, the full liability of Ubisoft, including its affiliates to you may not exceed the price you have paid for the services during the twelve (12) months prior to the occurrence of the dispute.”
From what we can gather: if it is broken, you can return it for a working version of the product.
Humble Store
“On occasion, technical problems may delay, interrupt or prevent the download or activation of your product. Your exclusive and sole remedy with respect to any product that is not downloadable or able to be activated within a reasonable period will be either replacement of such product, store credit or refund of the purchase price paid.”
“Humble Bundle shall have no liability for issues encountered with downloading, activating or using products due to factors beyond its control, including your computer’s performance and the speed of your internet connection.”
Similar to Uplay, except that store credit or a refund are options that may be available to you.
Origin (EA)
“Pre-orders for EA content may be cancelled up until the release date, and any amounts paid will be refunded. Residents in South Africa have the right to withdraw from their purchase within 14 days from the date of conclusion of the purchase process. Please note that you will lose your right of withdrawal once we have sent you a purchase confirmation e-mail, either with a digital download code enabling you access to the EA content, or confirming your account has been directly entitled.”
“Once you have obtained EA in-game content, such content is not returnable, exchangeable, or refundable for cash or virtual currency, or other goods or features unless expressly authorised by EA in writing.”
So, you can cancel an order before you play it, and, if you have played it, try and convince EA you deserve your money back.
Steam
“As with most software products, we do not offer refunds or exchanges on games, DLC or in-game items purchased on our website or through the Steam Client. An exception is made for games purchased during a pre-order period if the request is received prior to the games’ release date.”
We read some consumer complaints on the Steam Forums, and from the posts it would seem that with persistence and politeness – and begging a bit – you can get your money back on a broken game.
Have any of you had tried to get a refund from a digital vendor? Tell us about your experience in the comments and forum.
Loading ...
It’s a real shame that these game giants don’t offer some kind of exchange system, even if it’s just a small percentage of the original purchase value. These amounts could accumulate in one’s Steam wallet (for example) and go towards the next purchase. Or even being able to swop a game of equal value with another user! This could even be negotiated between users. Power to the people.
Currently, if a purchased game is not up to your expectations, then it is money wasted. I have a cupboard full of online-activated retail games which I can’t sell and may as well throw away. Same goes for having several online-purchased games sitting in one’s library that will simply never be played again…