The move is being described as 'an act of trust' from gamers
In another welcome move, GOG.com will start giving 100% refunds on its games, if gamers are unable to run them. This moves follows EA's similar move to give refunds on first-party games on Origin earlier in the year. If support teams are unable to get a purchased game functioning properly, then customers are eligible for the refund within 30 days or purchase.
It's a good move and whilst some may say GOG.com don't go far enough, its no-DRM policy could result in many users buying games, playing them quickly, and then demanding a refund. Indeed, the company calls this move "an act of trust" as they cannot stop players from playing a title after potentially receiving a refund.
As someone who has a laptop filled with games bought from GOG.com, I haven't had any issues with any titles I've bought. PC gaming being the fickle beast that it is means that's not going to be the case for everyone and this step to provide refunds is very welcome. Of course it's all going to come down to how well their customer support responds to queries but I'd hope they're already set up for this.