While some have been able to enjoy Cyberpunk 2077 in spite of its numerous bugs and glitches, a majority of players have fared much, much worse. Playing Cyberpunk 2077 on PC is largely considered the definitive platform to play the game, but a vocal majority of players purchased the game on last-gen consoles. Considering how tough it's been to get a PS5 and Xbox Series X, many opted to play the game on the existing PS4/Xbox One consoles. Ideally, if they eventually did get a PS5 or Xbox Series X down the road, they'd be able to take their playthrough on to the new console right away. Unfortunately, many didn't even make a dent into their first playthrough.
It's no secret that last-gen versions of the game have had severe performance issues. Ranging anywhere from textures not loading, enemies not behaving or reacting correctly, to completely hard-crashing consoles, Cyberpunk 2077 on PS4 and Xbox One is largely unplayable at launch. There have been a few hotfixes released by CDPR since then, but none have even come close to completely fixing the game and bringing it to a stable state of release. Similar games with rough launches in the past have called for online stores to offer refunds, but given how Cyberpunk 2077 was the most-anticipated release of this year, the refund process has been far more dramatic.
Cyberpunk 2077's Troublesome Last-Gen Release, and Digital Refund Options
Once December 10 rolled around, and players realized the PS4/Xbox One release of Cyberpunk 2077 was virtually impossible to play, CD Projekt Red went into damage control. As Metacritic user scores continued to tank and fans voiced their concerns worldwide, CDPR issued a statement apologizing for its misdirection regarding the last-gen release of the game. CD Projekt Red outlined its tentative plans to release updates for the game from now until February, but also addressed and encouraged fans to request refunds from stores they purchased from if they're dissatisfied. Of course, that's where things started to get a little hectic and confusing for consumers.
On Xbox One, things ended up being relatively serviceable for returning and refunding Cyberpunk 2077. Xbox Support extended its refund policy specifically for Cyberpunk 2077 on December 18, stating that players would be able to receive a full refund "until further notice" for the game. The game is still available for purchase on Xbox One, with a performance warning, though the same can't be said of PlayStation.
Earlier last week, Sony Support had in some cases rejected Cyberpunk 2077 refund requests due to the previously established PlayStation Store Cancellation Policy. News started to spread of refunds being denied by PlayStation Support, but things changed just a few days ago. Now, on PS4 and PS5, Cyberpunk 2077 has been delisted from the PlayStation Store entirely and indefinitely. Players can instead go to a specific landing page on the PlayStation Store to fill out a request for Cyberpunk 2077 refunds, completely separate from the store's usually refund method.
Options for Consumers Who Purchased Cyberpunk 2077 Physically
In terms of physical release, well, things aren't exactly as cut-and-dry compared to digital purchases. On December 18, CD Projekt Red established a unique helpline (helpmerefund@cdprojektred.com) to assist with retail copy refunds. However, CDPR will only be fulfilling requests emailed through that line by the end of today, December 21. CDPR has made no additional statement about extending that proprietary refund window, only that it's "a one-time initiative" meant for those who cannot refund through physical stores. Beyond today, the onus may solely be on the retailer where the game was purchased to fulfill refunds.
Some retailers have even specified that full refunds will be issued for Cyberpunk 2077 due to the circumstances. In a forum on the Best Buy website, the electronics retailer explained that Best Buy would fulfill Cyberpunk 2077 refunds in several categories: PS4, Xbox One, Collector's Editions, and Xbox One Digital codes purchased through Best Buy. PlayStation digital refunds, if purchased through Best Buy, are still to go to the PlayStation Store to request a refund. This extension in return policy is also only valid through today, December 21, and Best Buy will return to its normal Return & Exchange Promise policy after today.
Consumers should be aware of their options for refunding Cyberpunk 2077 as the holiday season comes to a close. Many of these opportunities will be expiring after today, so there's not too much time. Digital purchasers have some time to consider refunding the game, especially if they are patient and willing to wait for CD Projekt Red to patch the game further. For anyone who purchased the game physically, these policies are unfortunately very restrictive, especially during a global pandemic. It may be better safe than sorry to reach out to CDPR, regardless of where the game was purchased, to potentially ensure a proper refund for Cyberpunk 2077.
Cyberpunk 2077 is available now on PC, PS4 (physically), Stadia, and Xbox One, with PS5 and Xbox Series X versions in development.