European Union customers have a right of withdrawal from certain transactions under the terms of EU law. Steam offers refunds, as described here http://store.steampowered.com/steam_refunds/. How do these work together?
European law principally provides a right of withdrawal on software sales. However, it can be and typically is excluded for boxed software that has been opened and for digitally provided content once it has been made available to the end user. This is what happens when you make a transaction on Steam: The EU statutory right of withdrawal ends the moment the content and services are added to your account.
At the same time, Steam voluntarily offers refunds to all of its customers worldwide in a way that is much more customer-friendly than our legal obligations. You can find the details here: http://store.steampowered.com/steam_refunds/
For hardware sold on Steam, the EU right of withdrawal is of course provided to all of our EU customers. It parallels the general Steam refund offer for hardware. You can find the refund offer here: http://store.steampowered.com/steam_refunds/
While the EU right of withdrawal has very little practical meaning for digital content and is the same as our own refund offering when it comes to hardware, we nonetheless are obligated as merchants to inform you of the EU right of withdrawal in very specific legal terms, which you can find below. If these should in any way differ from our more informal wording, the below terms shall prevail towards any EU consumer:
You have the right to withdraw from any purchase of hardware on Steam within 30 days without giving any reason.
For any purchase or hardware, the withdrawal period will expire after 30 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods ("Hardware Return Period"). For any transaction related to digital content, the withdrawal period will end when the content is added to your Steam User Account and is thereby made available to you with your prior express consent and acknowledgement that you lose your right of withdrawal.
To exercise the right of withdrawal, you must inform us of your decision to withdraw from the purchase contract by an unequivocal statement. The easiest way to do so is by using the withdrawal form on our website at help.steampowered.com . If you do so, we will communicate to you an acknowledgement of receipt of such a withdrawal on a durable medium (e.g. by e-mail) without delay.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal
If you withdraw from an agreement, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods to our returns warehouse without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
If hardware you wish to return was bundled with a Subscription, the Subscription is automatically cancelled with your return of the Hardware.