how can i get a refund?

[heime2003]

i got FF14 on sale about a week ago and during registration, square enix was supposed to send me confirmation e mail
but after numerous tries (including making new e mail accounts in msn, gmail, ect) i got nothing about code that would complete my registration
so i cant help but wanting to get my money back for the game i havent played
where can i request refund?

[WhereIsBusmin]

Steam has a pretty clear "no refund" refund policy. They have been known to grant them on a case-by-case basis, but the list of reasons that you'll get one is pretty short. Have you tried working with Square Support to get your account figured out?

You can contact Steam Support here. You will need to create a separate Steam Support account in order to submit a ticket.

Information: Steam Support > Steam Refund Policy

Steam Refund Policy

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. Please review Section 3 of the Steam Subscriber Agreement for more information.

Steam Subscriber Agreement
Steam Subscriber Agreement

An exception is made for games purchased during a pre-order period if the request is received prior to the games' release date.

[crunchyfrog]

One simple question I have to ask is do you live in the UK or Europe?

If you do, then Steam's refund policy you can pretty much ignore, as your statutory rights overrule them. If the purchase hasn't been completed (in the sense that the goods have not been provided) you have clear rights to INSIST on refund.

I can't comment on legislation from other regions, though.

However, I can't see Steam Support being unhelpful over this - if it's clear you haven't had anything, then it's pretty clear.

[TirithRR]

At this point though, the problem lies with Square Enix. Steam has supplied the required Key on their end, but Square Enix's registration system is what is being held up.

Have you contacted Square Enix support?

[crunchyfrog]

Originally posted by TirithRR:

At this point though, the problem lies with Square Enix. Steam has supplied the required Key on their end, but Square Enix's registration system is what is being held up.

Have you contacted Square Enix support?

A fair point, but if you're in the UK (and most likely Europe), you must contact the place you bought the item from.

Although, you are right in that it would be prudent to get onto Square Enix as it is their fault the issue has occurred.

[Vaemer-Riit]

Originally posted by crunchyfrog:

One simple question I have to ask is do you live in the UK or Europe?

If you do, then Steam's refund policy you can pretty much ignore, as your statutory rights overrule them. If the purchase hasn't been completed (in the sense that the goods have not been provided) you have clear rights to INSIST on refund.

I can't comment on legislation from other regions, though.

However, I can't see Steam Support being unhelpful over this - if it's clear you haven't had anything, then it's pretty clear.

No you don't

Originally posted by SSA:

IF YOU ARE AN EU SUBSCRIBER YOU HAVE THE RIGHT TO WITHDRAW FROM A PURCHASE TRANSACTION FOR DIGITAL CONTENT WITHOUT CHARGE AND WITHOUT GIVING ANY REASON UNTIL DELIVERY OF SUCH CONTENT HAS STARTED OR PERFORMANCE OF THE SERVICE HAS COMMENCED. YOU DO NOT HAVE A RIGHT TO WITHDRAW FROM A TRANSACTION OR OBTAIN A REFUND ONCE DELIVERY OF THE CONTENT HAS STARTED OR THE PERFORMANCE OF THE SERVICE HAS COMMENCED, AT WHICH POINT YOUR TRANSACTION IS FINAL. YOU AGREE THAT DELIVERY OF DIGITAL CONTENT, AND THE ASSOCIATED SUBSCRIPTION, AND/OR PERFORMANCE OF THE ASSOCIATED SERVICE, COMMENCES AT THE MOMENT THE DIGITAL CONTENT IS ADDED TO YOUR ACCOUNT OR INVENTORY OR OTHERWISE MADE ACCESSIBLE TO YOU FOR DOWNLOAD OR USE.

[crunchyfrog]

Originally posted by Vaemer-Riit:

Originally posted by crunchyfrog:

One simple question I have to ask is do you live in the UK or Europe?

If you do, then Steam's refund policy you can pretty much ignore, as your statutory rights overrule them. If the purchase hasn't been completed (in the sense that the goods have not been provided) you have clear rights to INSIST on refund.

I can't comment on legislation from other regions, though.

However, I can't see Steam Support being unhelpful over this - if it's clear you haven't had anything, then it's pretty clear.

No you don't

Originally posted by SSA:

IF YOU ARE AN EU SUBSCRIBER YOU HAVE THE RIGHT TO WITHDRAW FROM A PURCHASE TRANSACTION FOR DIGITAL CONTENT WITHOUT CHARGE AND WITHOUT GIVING ANY REASON UNTIL DELIVERY OF SUCH CONTENT HAS STARTED OR PERFORMANCE OF THE SERVICE HAS COMMENCED. YOU DO NOT HAVE A RIGHT TO WITHDRAW FROM A TRANSACTION OR OBTAIN A REFUND ONCE DELIVERY OF THE CONTENT HAS STARTED OR THE PERFORMANCE OF THE SERVICE HAS COMMENCED, AT WHICH POINT YOUR TRANSACTION IS FINAL. YOU AGREE THAT DELIVERY OF DIGITAL CONTENT, AND THE ASSOCIATED SUBSCRIPTION, AND/OR PERFORMANCE OF THE ASSOCIATED SERVICE, COMMENCES AT THE MOMENT THE DIGITAL CONTENT IS ADDED TO YOUR ACCOUNT OR INVENTORY OR OTHERWISE MADE ACCESSIBLE TO YOU FOR DOWNLOAD OR USE.

Yes, you do.

As I said already here, WHATEVER the Steam Agreement (or any agreement for that matter) states, it CANNOT overrule your statutory rights. This is precisely why you often see at the end of terms- and conditions "your statutory rights are not affected".

Under the Consumer Rights Act 2013 (which was brought in 31st December last year to bring us in line with Europe) the same rights as far as refund and faulty goods now apply to digital goods as well as physical.

Please do read the following guidance (note that this was written when it was still a Bill about to go through government, and mentions further changes to come by June 2014):
http://www.olswang.com/media/26568662/uk_consumer_rights_reforms.pdf

Note particularly page 4 of this document, which covers clauses 35 to 49 of the Act.

So please don't spread misinformation - this is quite clear, and NO contract agreement can EVER overrule your statutory rights. They trade here in the UK, they are bound by our laws - simple.

So what rights does one have?

As detailed in the Act I've linked above, they're very close to the Sale of Goods Act 1979.

One way to remember your rights as far as what you should expect of your goods is what is well-known to us in the legal trade as the SADFART rule. Goods must be:

of Satisfactory quality, As Described, Fit for purpose, And last a Reasonable length of Time (note the Capitalised letters). It's a handy little acronym for consumers to remember.

Also, note that in this particular case, he's still clearly entitled refund under the terms of the SSA as he HASN'T had said goods.

[Double A]

thats pretty ♥♥♥♥♥♥ up

[crunchyfrog]

Originally posted by ArinOwns:

thats pretty ♥♥♥♥♥♥ up

This is one of the very reasons we had our laws changed. Yes, the rest of Europe were quicker than us in many regards, but this was frankly waiting to happen.

Not having the same rights available to you for digital goods that you have for physical os frankly preposterous and it was long overdue.

I only hope the US catches up with this.

[Vaemer-Riit]

Originally posted by crunchyfrog:

Originally posted by Vaemer-Riit:

No you don't

Yes, you do.

As I said already here, WHATEVER the Steam Agreement (or any agreement for that matter) states, it CANNOT overrule your statutory rights. This is precisely why you often see at the end of terms- and conditions "your statutory rights are not affected".

Under the Consumer Rights Act (which was brought in 31st December last year to bring us in line with Europe) the same rights as far as refund and faulty goods now apply to digital goods as well as physical.

Please do read the following guidance (note that this was written when it was still a Bill about to go through government, and mentions further changes to come by June 2014):
http://www.olswang.com/media/26568662/uk_consumer_rights_reforms.pdf

Note particularly page 4 of this document, which covers clauses 35 to 49 of the Act.

So please don't spread misinformation - this is quite clear, and NO contract agreement can EVER overrule your statutory rights. They trade here in the UK, they are bound by our laws - simple.


Also, note that in this particular case, he's still clearly entitled refund under the terms of the SSA as he HASN'T had said goods.

This is the law you are referring to correct?
http://www.legislation.gov.uk/uksi/2000/2334/regulation/13/made

Originally posted by DSR:

8(3) Subject to regulation 9, prior to the conclusion of a contract for the supply of services, the supplier shall inform the consumer in writing or in another durable medium which is available and accessible to the consumer that, unless the parties agree otherwise, he will not be able to cancel the contract under regulation 10 once the performance of the services has begun with his agreement.

9(1) Regulation 8 shall not apply to a contract for the supply of services which are performed through the use of a means of distance communication, where those services are supplied on only one occasion and are invoiced by the operator of the means of distance communication.

(2) But the supplier shall take all necessary steps to ensure that a consumer who is a party to a contract to which paragraph (1) applies is able to obtain the supplier’s geographical address and the place of business to which the consumer may address any complaints.

13(1) Unless the parties have agreed otherwise, the consumer will not have the right to cancel the contract by giving notice of cancellation pursuant to regulation 10 in respect of contracts—

(a)for the supply of services if the supplier has complied with regulation 8(3) and performance of the contract has begun with the consumer’s agreement before the end of the cancellation period applicable under regulation 12;

The law allows for no refunds as long as you have received a service. In this case defined as the Game appearing in either your library or inventory.

As for the user not receiving any goods. The game is on their account and even has time played (most likely patching the game but the game is available to them). The one who hasn't provided a service would be Square Enix, the people the OP should have contacted in the first place.