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Cyberpunk 2077 video game hit with complaints of glitches - how to get a refund

Cyberpunk 2077 video game hit with complaints of glitches - how to get a refund

Scores of gamers have reported that the highly anticipated new game Cyberpunk 2077 has failed to live up to expectations - and Sony has even set-up a dedicated refund page and pulled it off sale from the PlayStation store. If you're unhappy, here's how to try and get a refund.

The futuristic 'open-world' adventure game, which stars Keanu Reeves and retails for around £50, was released last week on PC, the new PlayStation 5, and Xbox Series X, as well as on the previous generation PlayStation 4 and Xbox One.

But many who have bought the game have complained about bugs and glitches throughout the title. Most complaints centre on issues with how the game runs on older consoles, with low frame rates - where the screen stutters - and screen tearing - where the video distorts - amongst the most common issues being flagged.

CD Projekt Red, which developed the game, says that it is working to fix the bugs and crashes but if players aren't happy with the game, they can get a refund. Here's how to get your money back if you're unhappy.

I bought the game digitally on the Playstation Network or on Xbox

Digital products are included separately under the Consumer Rights Act. Here, if digital content doesn't measure up you can ask for a repair or replacement. If the repair or replacement doesn't work, or isn't possible, you can then ask for a reduction in price instead. This is the retailer's responsibility so it means, if you bought a digital copy of the game on Playstation or Xbox, you need to use the Playstation Network or Xbox refund procedure.

Playstation has set up a specific refund request page on its site for the game, and it will refund buyers in full.

On Xbox, you can request a refund on the general Microsoft website. We've asked Microsoft, which owns Xbox what the situation is with refunds. It warns on its site that most purchases are not eligible for a refund after 14 days. Given we're still within 14 days of the game coming out, this means buyers are still in time, but we've asked what happens for those who make later purchases and will update this story when we hear back. 

Game manufacturer Projekt Red doesn't appear to be able to help here - its statement suggests it will only look into complaints about hard copies of the game purchased from PlayStation or Xbox - see below for more on this. 

I bought a hard copy of the game on Playstation or Xbox

Under consumer rights rules, sellers have to provide a repair, replacement or full refund where a physical item is faulty. If you purchased a physical copy of the game online, you have added protection too. Here, all online orders can be returned in exchange for a full refund within 14 days of arrival. And it's the seller's responsibility here; not the manufacturer's. So ask the shop for a refund in the first instance. 

CD Projekt Red adds that if you're having trouble getting a refund from the retailer, you should contact it at helpmerefund@cdprojektred.com by 21 December, although some shoppers have reported hearing no response back yet. It's unclear what will happen after this date, though the experience of the game may improve after various bugs are fixed.

I bought the game on PC

It appears most PC versions of the game were sold via Steam, which sends out digital copies. So here, consumer rights rules indicate you can ask for a repair or replacement. If the repair or replacement doesn't work, or isn't possible, you can then ask for a reduction in price instead. 

However, Steam's returns policy goes above and beyond this. It says that in general you can get a full refund within 14 days of purchase if you haven't played the game for more than two hours, and so long as the game has not been "consumed, modified or transferred". You can request a refund on the Steam website.

If your purchased the game elsewhere, you'll need to speak to the seller directly. As above, if you purchased a hard copy sellers have to provide a repair, replacement or full refund. If you purchased a physical copy of the game online, you have added protection too. Here, all online orders can be returned in exchange for a full refund within 14 days of arrival. 

It doesn't appear, however, that you can take complaints about the PC version to Projekt Red - its statement implies that it will only look into complaints about hard copies of the game purchased from PlayStation or Xbox. We've asked for clarification. 

Will the game improve?

The developer of the game, CD Projekt Red, has apologised for the problems and says it's working on improving many of the issues gamers have noticed. It says the first round of updates have been completed and the next ones will be finalised in the coming days. Further fixes will then be issued in both January and February. You can see its full statement below:

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