Electronic Arts has announced a new feature for its Origin digital marketplace. It's dubbed the Origin Great Game Guarantee, and customers who are unsatisfied with their purchases can now apply for a refund.
Effective from today in 20 countries (the US, the UK, Ireland, Australia, New Zealand, India, Singapore, South Africa, Spain, Portugal, Italy, Mexico, Brazil, Sweden, Norway, Finland, Denmark, France, Belgium, and the Netherlands), and available to all regions by the end of September this year, customers who purchase an EA PC or Mac game through the digital storefront can request a refund for the purchase price of the product.
"The new Origin Great Game Guarantee works like this: You may return EA full game downloads (PC or Mac) purchased on Origin for a full refund--within 24 hours after you first launch the game, within seven days from when you purchased it, or within the first seven days after the game's release date if you pre-ordered it (whichever of these conditions happens first)," the Origin website says.
Requesting a refund is handled through Origin's order history page when logged into the service. EA has stated that successful applications for reimbursement will be processed within seven to 10 days. Once the process has begun, players will have their access to the pending games revoked, meaning that they can no longer be played.
The new system is only applicable for purchases made through Origin, with EA prompting users to return physical goods activated through the service to the retail point of purchase. Certain products, such as DLC, games from third-party publishers, and some promotional products, will not be eligible for refunds, but EA stated that these will be clearly communicated to customers. Software bundles and discounted games will be refunded as a package, rather than as individual elements.
"If something doesn't work out--you aren't riveted by the storyline, or sucked in by the action, or even just if the game doesn't play well with your video card--we've got your back," EA promised in the announcement. Full terms and conditions are available on the Origin website.