I wrote to the support to get a refund on a game that, on my computer has a defect that prevents me from playing it (the Mac version of Legend of Kay anniversary has 3D models invisible, I cannot play it without see the characters). I have already provided evidence (screenshot) of the problem and I think there is no doubt, the problem is just the Mac version of the game (and I can not use the Windows version, because on VMware, it will not start and I'm not going to put bootcamp only for this game... also since there is a Mac version I think it's right that I can get support just for the mac version).

I wrote on December 12, but I have not been answered yet, I wish they will contact me as soon as they can but this is not my problem. Some time ago I asked a similar question, but the problem did not require a refund.

How long it takes them usually to make a refund?

You won't get a refund immediately, they will first try to fix your issue with the game. Only if the issue persists after their attempt to fix it will they give you a refund.

They will contact you as soon as possible, but if you haven't heard from them by the end of the week, try contacting one of the blues...

I know that they will try to fix it (for tales of monkey island I asked for the audio fixed of chapters two and they send it to me). but this problem is not so easy to fix (usually I can fix issues on my own without need to contact support, and before I try to contact support I always check on google if there is a fix or it is a known problem), if they have a new version of the game ok, I will be more than happy to play it without problems, if not I doubt that they will be able to fix something.

I then asked how many days they take to give a refund (when they decide that you can have it).

Well, I hope some Blue see this topic.

thank you.
I'll update when I will get the refund

I got my issue refund.