How to get a GOG refund: 30-day policy, request order details and contact customer support

This is information for those who want to receive a refund for games or items paid for on GOG. First, check the actual seller of the receipt and follow the steps to submit it to the account you purchased it from. We've even outlined how to inquire when you don't see the refund button and how to check the results.

1. Check if my purchase is eligible for a refund

GOG's voluntary refund policy states that requests can be made up to 30 days after purchase. Downloaded or played games may also be eligible for requests, which differs from Steam's two-hour standard. However, this policy is not an automatic approval or a promise that you can keep the game. The support team will review whether there is repeated use or policy abuse.

2. Changes by game, DLC, and subscription

Check the games you paid for on GOG and the products in that order. Steam·Epic games displayed when connected to GOG GALAXY may not be GOG purchases. For pre-orders, bundles, and DLC, check each purchase history and the policy for that product. You do not have the right to continue using the DRM-free installation file of the refunded game, so you must stop using it after receiving the refund.

3. Materials to prepare before application

Order number, payment date and time, product name/edition, amount/currency, actual payment destination, account country, execution/use status are organized in one note. If there is an error, write down the error code, when it occurred, and what action you have already tried. Attach only the part of the receipt screen that shows your account email and order to official private inquiries and do not post it in public comments.

4. Proceed with refund application step by step

1. Log in to the GOG website with your purchasing account.
2. Find your game order in Order History in your account settings.
3. Select your refund request as provided in the order details. The names of buttons or items may vary depending on the page language.
4. Select the product and reason for a refund and confirm the return method when provided. Wallet credit and original payment methods are different.
5. If your order does not proceed, please send your order number to GOG SUPPORT's Contact Us form. The inquiry type is based on order, payment, or refund.
6. Save the received email and send subsequent responses to the same request. Once the results are approved, confirm the return route selected.

5. When it is not on the list or the money is not visible after approval

If you inquire because the game does not run, please write down the game title, OS, and error details first. The technical support form may request an environmental report from something like DxDiag, but you don't need to send all the unrelated logs for a simple change of mind refund. If you select Wallet Credit, we will check your balance to avoid mistaking it for a refund to your card. The timing of refund approval and the timing of reflection of payment to the payment company are separate.

6. Contact customer support

On the GOG Support page, open Contact Us and enter the correct email address where you would like to be contacted. Don't assume GOG is the place you purchased the game just because it appears on GALAXY; attach your receipt. If you do not receive a support email, check your spam folder and email address first. Supplement existing requests rather than creating multiple new tickets while waiting for a response.

7. Inquiry that can be rewritten as is

The sentence below is an example of an inquiry message sent to customer support and is not a method of bypassing approval. Replace the parentheses with actual information and erase anything that does not apply to your situation. In particular, whether it is used or when it is first run is stated truthfully.

Title: [GOG] Purchase refund / payment inquiry
Order number: [Order number on receipt]
Product Name/Edition: [Game / DLC / Subscription Name]
Purchase date/amount/currency: [Date and actual amount]
Purchase place/account country: [store and country]
Run/Use: [Play time / Not used]
Problem: [When it occurred and the actual reason]
Actions already attempted: [Actions and Results]
Request: [Refund availability / Confirm order / Check processing status]
Existing application number: [Enter if available]

8. Check after submission

Save the application completion screen and confirmation email and check the status of your request first. Reviewing, approval, rejection, and waiting for payment company reflection are different states. If denied, check what conditions were applied and supplement the original request as new evidence becomes available. Even if a refund is approved, check separately whether automatic renewal has been canceled. The process is completed by confirming the final return method and changes in game/item usage rights.

Source and verification criteria

Written by the TroubleMaker operations team based on the original instructions confirmed on October 7, 2026. The images below are schematics I created to explain the procedure and are not actual account screens or proof of application completion. Menu names and terms of provision may vary depending on account country, product, or update, so please check the original page as well.

GOG 30-day policy announced

GOG current refund application and order history information

GOG Order History

GOG Customer Support Form