At Christmas I paid for a game through Steam and for one reason or another it failed to work on my PC, the game was Arma 3 and unless I was willing to go the whole hog, updating drivers and reading through all the notes as to what the problem was, I wasn't going to get anywhere.
I had left the game on and sat down to watch a bit of TV, as you do, then as it was still excruciatingly slow and was not allowing me to shut down properly, I did a cntrl alt delete and exited. Quite pissed off with the process I decided to ask for a refund, putting it down to experience. Its not as if the computer or gfx card is slow by any means, and it far exceeds the spec required to play the game.
Back came the reply, that because the total game time was over 2 hours, they would not give a refund.
I again tried to contact them with no way of doing so, except yet again to apply for a refund. Again the same reply. Now knowing quite a bit about consumer law, I decided to try another tactic and make my complaint about the lack of refund, pointing out that although it was Steam policy to not give refunds except under their frame work, that same frame work was in breach of UK consumer law and they could be sued. Wow, would you believe it, the same robotic answer came back with no reference to anything I had said.
At this point I gave up and as I had paid through Paypal, decided to make a claim against Steam through them. As Paypal has to conform with the law of the country they do business and UK, and I think Eu, law states that any change in consumer rights can only be an addition to the current legislation and cannot over ride that legislation, then a consumer is allowed to claim full restitution within the 30 day framework.
Duly Paypal have claimed this money back from Steam and repaid me. It may have taken a while, but Steam still refused to make sensible contact to resolve any issue. The only notice I had from Steam was to say the following.
How to resolve the dispute:
The dispute must be closed on the PayPal website. To do this, log in to your PayPal account and respond to the case in "My Account > Resolution Center". Once the dispute is closed and the funds are released back to Steam, your content will be accessible again.
If you are having any issues or difficulties with the purchase itself, please close the dispute with PayPal and allow us to help you by contacting us directly.
They must think people are stupid, as closing the dispute with any payment body, be that Paypal a credit/debit card providor, will end up with you loosing any case you have. Steam were given the chance prior to a case being opened and they screwed up.
The Moral of all this :
If you have a refusal for a refund for any game, even once, take the matter up with the payment body, be that PayPal or your credit/debit card issuer. They must comply with the Sales of goods act in your country, making them you best course of action and not Steam.