Steam (ie Valve) used to pretty much not give refunds for games.

That changed after Australian's Competition and Consumer Commission (ACCC) dragged them through Federal Court for it, comprehensively winning against Steam:

https://www.accc.gov.au/media-release/federal-court-finds-va...

https://www.sbs.com.au/news/article/valve-loses-appeal-over-...

Thus the "refunds if you've not played for more than ~2 hours" policy that Steam then implemented (globally).

Probably the relevant quote to answer your question about how things work in the digital universe:

> "This important precedent confirms the ACCC's view that overseas-based companies selling to Australian consumers must abide by our laws. If customers buy a product online that is faulty, they are entitled to the same right to a repair, replacement, or refund, as if they'd walked into a store," ACCC Commissioner Sarah Court said.