I assume that they have securities in place so people don’t abuse the system. So if they suspect one buys, completes and refunds games they might start refusing you refunds. I also found in general GoG refund process a bit more interactable - whenever I had technical issue and tried to refund the game I was contacted by GOG rep trying to fix the issue before agreeing to a refund. I haven’t refunded game there in a long time though, so maybe it got automated by now.
BG3 EA is the only game I refunded due to not liking it straight up after initial playthrough, did it through Galaxy and didn’t have any issues doing so - had probably more than 30h at that point.
They also used to have a policy where you could refund “games in development” anytime before 1.0 release, if you don’t like how the game is shaping up. I don’t see this clause anymore.
They were trying to fix the issues before, but it's not the case anymore. For example, I bought NWN2 3 years ago and I had K+M problems with it (a well-known bug). A helpful guy of the support suggested a few workarounds, but when that didn't work, they refunded.
I think they don't have the time for that anymore because they're overwhelmed (the typical delay to get a reply is 2-4 weeks). I had to do it 2 or 3 times recently: one game that they didn't update because THQ Nordic weren't sending them the patches; another game didn't support other keyboards than QWERTY.
Refunding is not an automatic process but they're usually quick to respond and don't ask questions anymore. It's usually done the same day or within a few days, unlike the actual support.
