The date of purchase ("within 30 days after the purchase of your game"); see the 30 Day Money Back Guarantee FAQ.

GOG start with the obvious solutions since in many cases these things really will resolve a problem. This helps narrow it down to an actual problem with the game as supplied rather than some unexpected behaviour specific to that user's system and so they won't move onto specific solutions until the user confirms that the general solutions were tried and didn't work (this is not specific to GOG; you'll get similar results from the support for your internet provider and so forth).

To be honest, I have the backlog issue.

I think gog played that part really smart ;) Most of the time mentioning a thing even if like 10% of the clients will use it, gives you brand recognition.

I remember someone got his money back for Icewind Dale that didn't work. So obviously someone has used it ;)

I haven't because I pretty much never play games I buy in the first 30 days. Plus I mostly use them on an unsupported platform so I'll just have to be my own support :P

What problems did you have with JA2:WF?

I tried their suggestions, only that it takes over 1 day for each response. And than after they suggested the 3rd? time to re-download it (why? the file was not corrupted and there were no new patch) i saw it as a hassle not worth spending more time. I never ask for Money Back.....but that there is no buttton (or theme) at their support site is a BIG - for me.

Usually i try to solve problems myself. Only twice i contacted support. An in direct comparison to ShinyLoot its not good at GOG.....like i said their answer were stereotypes whereas ShinyLoot real tried to help me.

Depends on the terms. Once I bought a game for a giveaway that I hosted, but forgot to theck the "this is a gift" box before making the purchase, and I actually had to buy the game one more time to get the code to send to the winner of the giveaway. But it was no big deal, since I played that game myself anyway. I'm just curious – would GOG have refunded that game if I'd asked for a refund within a few minutes, prior to even downloading the installer?

Here's what the Terms of Use says:
"Final sale
A sale is considered final either 14 days after purchase OR when you make a download attempt for a game or its bonus content. Once either of those happens, you no longer will have any return, exchange or refund options unless you have technical issues covered by paragraph “Technical issues" above."

So I'm pretty sure that Support could have issued a refund or exchanged the game for a redeemable code.

Nay...but truth to be told I don't play my GOGs too much and the fact I actually have them on my shelf makes my happy enough

I have about 70 odd games on my shelf and at least 6 of which I have not been able to get to work.
A couple I remember getting to work on my old P4 single core when they would not work on the dual or quad core machines.

These were all before the money back garantee. Raised support tickets for a few of then, but never received a reply.

Two of the game sI cannot get to work are old flight sims Hind and one of the others, but I purchased them knowing that would probably be the case, cant get the controllers to work with them.

But like others I have a lot of games I have not even tried. I think the 30 day money back is probably safe for gog as I am sure I am not alone in purchasing games on special that I have no intention of playing in the next 30 days.

Regards

Thanks for looking up the info I was too stupid / lazy to look up for myself. ; ) haha

Thankfully not needed to so far

If I recall correctly, there actually have been a few people that managed to convert their purchase into a gift on the grounds that it was a mistake and it hasn't bee downloaded yet.

Redownloading really works sometime. Even if the checksum adds up right. I redownloaded once as per their recommendation and all of my problems went away. Sometimes it just take a bit to be off you're in a world of pain.

I've only returned one game on GOG, and that was Dark Matter. An entirely separate fiasco from GOG's normal business, so an exceptional case.