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Start at Steam Support, sign in, open Account Details and then View purchase history, and select the transaction for Total War: SHOGUN 2 – Complete Edition. Choose the refund or request-help option, select the closest reason, and submit it. Valve’s normal rule is a request within 14 days of purchase with less than two hours of recorded playtime, although it says requests outside those limits can still be reviewed.
“Shogun 2 Remake” is a player shorthand, not the current store name. The product you need to locate is Total War: SHOGUN 2 – Complete Edition, the PC edition that includes the released downloadable content.
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Find the correct Steam product first
Steam may not label the game as a remake. Search your purchase history for Total War: SHOGUN 2 – Complete Edition, or for the matching Total War transaction shown on your account. SEGA describes the Complete Edition as an updated and enhanced PC edition of SHOGUN 2 that bundles the game’s released downloadable content. That naming matters because selecting a similarly titled transaction, a separate piece of downloadable content, or another Total War purchase can send the request through the wrong support record.
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#1 Best Overall
- Choose from 9 different clans and compete online and offline for the undisputed supremacy of Medieval Japan
- Play through the Main Campaign in single player or invite a friend online to play competitively or cooperatively in Campaign Multiplayer mode
- Developed according to Sun Tzu's principles in the Art of War, the Artificial Intelligence constantly analyzes its situation
- Build and govern cities, recruit and train troops, conduct diplomacy and manage your agents
- Improved land and naval battle gameplay, now with the ability to combine forces and attacks
Steam’s standard refund rule
Valve’s standard policy is based on two measurements attached to the purchase: its age and the account’s recorded playtime. Valve states that it will issue a refund when a title is requested within 14 days of purchase and has been played for less than two hours. The playtime calculation includes online play, offline play, and shared-library playtime.
| Check | What the standard rule requires | How to verify it |
|---|---|---|
| Purchase age | The request is made within 14 days of the purchase date. | Open Account Details > View purchase history and inspect the transaction date. |
| Recorded playtime | Less than two hours for the title, counting online, offline, and shared-library use. | Review the game’s Steam record before submitting; do not assume offline sessions are excluded. |
| Product selected | The request is attached to the relevant Total War transaction, normally the Complete Edition purchase. | Match the transaction name and date with the receipt or confirmation email. |
Meeting both conditions is the clearest case for a routine request. Valve’s wording is a policy commitment for that standard window, not a promise that every account will display an identical button or that every purchase type is handled in exactly the same way.
EU and UK customers have a separate withdrawal rule
Valve’s EU/UK guidance describes statutory withdrawal rights differently from its general refund policy: withdrawal generally ends 14 days after purchase or when downloading starts, whichever happens sooner. Starting a download can therefore affect a statutory withdrawal analysis even if the account has little or no recorded playtime. The Steam Support flow is still the place to submit the request, but choose the reason that most accurately describes your situation and region.
How to submit the refund request
- Open Steam Support. Go to help.steampowered.com. Valve says all refund requests are handled through this support site rather than through a separate game publisher form.
- Sign in to the Steam account that owns the purchase. Use the account with the Complete Edition transaction. A different account will show a different purchase history and may not offer the relevant support options.
- Open Account Details. After signing in, select Account Details from the support account area.
- Choose View purchase history. This is the account-level list Valve identifies for locating purchases and starting a request.
- Select the Total War transaction. Choose Total War: SHOGUN 2 – Complete Edition, or the matching Total War entry displayed in your account. Check the date and item description before continuing.
- Choose the refund or request-help path. Steam’s wording can vary with the transaction and account state. Select the option that opens a refund request; if the normal refund button is not offered, use the available request-help route for that transaction.
- Select the closest reason. Pick the explanation that best matches what happened, such as a technical problem, an accidental purchase, or another listed reason. If you are outside the normal window, use the text field to explain the relevant dates, playtime, download status, or other circumstances without claiming facts that are not true.
- Submit the request. Review the transaction and reason, then send the form. Save the on-screen confirmation and the confirmation email so you can refer to the same request if Steam asks for more information.
What to record before you submit
A short factual record makes an exception request easier to assess and helps you avoid selecting the wrong transaction. Gather:
Rank #2
- Brand New in box. The product ships with all relevant accessories
- The purchase date shown in Steam’s history.
- The game’s recorded playtime, including any time played offline or through Family or shared-library access.
- Whether the game has already begun downloading, which is especially relevant to EU/UK statutory withdrawal questions.
- The exact item name and whether the purchase is the Complete Edition bundle.
- A concise description of the problem or reason for the request.
- The email address associated with the Steam account, so you can recognize the support confirmation.
Do not create a second request for the same transaction while the first one is being reviewed. Keep the original confirmation instead and reply through the support case if Steam asks for clarification.
If you are outside the 14-day or two-hour limits
Being outside one of Valve’s normal thresholds does not prevent you from asking. Valve explicitly says that a request outside the standard rules may still be submitted for review. In the form, explain the circumstances plainly: give the purchase date, the approximate or recorded playtime, what went wrong, and why the request could not be made sooner. The support team decides whether to approve an out-of-policy request; the published guidance does not guarantee approval.
Examples of useful, verifiable context include a serious technical problem that prevented normal use, an unintended purchase discovered after the usual window, or an account issue that affected access. Avoid presenting a policy exception as an automatic entitlement. A request can be submitted for review even when the standard button is unavailable, but Steam may decline it.
Compare your case with the two request paths
| Factor | Standard request | Exception request |
|---|---|---|
| Purchase age | Within 14 days. | More than 14 days may still be reviewed, but approval is discretionary. |
| Playtime | Less than two hours, including online, offline, and shared-library time. | Two hours or more can be explained in a request, but it falls outside the routine rule. |
| Downloading or playing | Provide accurate account details; the normal rule focuses on purchase age and playtime. | State whether downloading began and how the title was used, especially for an EU/UK statutory-withdrawal question. |
| Region | The general Steam refund process applies. | EU/UK customers should account for the separate rule tied to the start of downloading. |
| Edition | Select the Complete Edition transaction you want reviewed. | Identify the bundle explicitly because its game and downloadable-content licenses may be treated together. |
What happens after submission
Keep the confirmation email and monitor the Steam Support case for the decision or a request for more details. The cited Valve guidance does not promise a fixed processing time, so an exact number of hours or days should not be assumed. If Steam asks a question, answer in the same support case and keep the explanation tied to the selected transaction.
Rank #3
- Choose from 9 different clans and compete on and offline for the undisputed supremacy of Medieval Japan. Gain experience to level up your own character-warlord as well as your generals and agents.
- Play through the Main Campaign in single player or invite a friend online to play competitively or cooperatively in Campaign Multiplayer mode.
- Developed according to Sun Tzu's principles in the Art of War, the Artificial Intelligence constantly analyzes its situation and reacts to your every move with greater precision and variety.
- A streamlined User Interface makes management of your kingdom much easier. Build and govern cities, recruit and train troops, conduct diplomacy and manage your agents - each feature is now introduced with comprehensive tutorials
A pending request is not a signal that the refund has been approved. Wait for the decision before treating the purchase as returned, and retain the case details until the account and transaction display the result you were given.
Refunding the Complete Edition and the original SHOGUN 2 license
The Complete Edition is a bundle, so the account outcome can involve both the base game and its downloadable content. SEGA’s FAQ says the original SHOGUN 2 remains playable for existing owners and that the Complete Edition bundles the game’s DLC. However, the cited guidance does not guarantee exactly how Steam will change every account’s licenses after a bundled-purchase refund.
Do not assume that refunding the Complete Edition will always remove, or always preserve, a particular combination of the original game and DLC. Read the items named in the Steam request and decision, then confirm the account-specific result with Steam Support if access to the original game or any DLC is important to you.
Troubleshooting the purchase-history route
The transaction is missing
Confirm that you signed in to the account that made the purchase, not an account that only played the game through shared-library access. Search the complete purchase-history list and check older dates; the product may be listed under its official Complete Edition name rather than “Remake.” If the charge was made through a different Steam account, submit from that account.
Rank #4
You see a different Total War item
Compare the transaction date and description with your receipt. The base game, a DLC purchase, and the Complete Edition can appear as separate entries. Select the item whose refund you actually want reviewed; a request for one entry does not automatically cover every related purchase.
The refund button is not shown
Use the transaction’s request-help option if Steam provides one. This is the appropriate route for an out-of-policy request or an account-specific issue. State the purchase date, playtime, region, and bundle details so the support team can evaluate the case rather than guessing which license you mean.
You played offline or through a shared library
Include that usage in your own assessment. Valve’s stated playtime rule includes online, offline, and shared-library playtime, so switching modes does not create a separate two-hour allowance.
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You are in the EU or UK and downloaded the game
Explain when downloading began and identify that you are asking about the applicable regional rights. Valve’s guidance says statutory withdrawal generally ends at the earlier of 14 days after purchase or the start of downloading, so downloading can be decisive even when playtime is low.
Best Value
- The American, British and French nations played an important part in the story of the Boshin war and your relations with these foreign powers will be integral to unit recruitment and to advancing your technology trees.
- Thirty nine new land units, including modern ranged units - such as the Gatling gun and Armstrong gun - controllable in a new third-person mode.
- New port siege battle type, this new battle type triggers when attempting a naval assault on an occupied enemy port. The attacking fleet must sail into the harbour and capture the port, running the gauntlet of coastal gun defences.
- New land and sea unit interactions, during a land battle, armies can call in offshore artillery support barrages.
- Campaign map bombardments: offshore naval units can bombard armies and cities in adjacent coastal areas on the campaign map itself.
Practical examples
Purchased yesterday and played 45 minutes
Open the purchase history, select the Complete Edition transaction, choose the refund path, select the closest reason, and submit. This matches both standard measurements stated by Valve.
Purchased three weeks ago and played 90 minutes
The playtime is below two hours, but the purchase is outside the normal 14-day window. Submit a request-help case anyway, explain the dates accurately, and treat approval as discretionary rather than guaranteed.
Purchased four days ago and played three hours
The purchase is recent, but the recorded playtime is outside the routine limit. Submit the available request-help form, describe the circumstances, and ask for a review. Do not represent the request as meeting the standard rule.
EU customer downloaded immediately but did not play
Use Steam Support and describe the download timing. The regional statutory-withdrawal guidance turns on the earlier of the 14-day period and download start, so no-playtime status alone does not resolve the question.
Quick Recap
Final submission checklist
- You are signed in to the purchasing Steam account.
- You opened Account Details > View purchase history.
- You selected the transaction named Total War: SHOGUN 2 – Complete Edition or the matching Total War entry.
- You checked purchase date, recorded playtime, and (where relevant) download start.
- You selected the closest reason and wrote a factual explanation for any exception.
- You saved the confirmation email and will monitor the Steam Support case.
- You will confirm the account-specific effect on the bundled game and DLC licenses if that matters to you.
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