I've only wanted to return something to Steam once. It was FFVII because when it first came to steam you had to sign into some foolish Square Enix account to play it. I emailed steam and they gave me my money back. Later, when that "feature" was removed I rebought the game and enjoyed it.
For the most part though getting your money back on a Steam purchase was not easy. You had to actually contact them, then wait for them to get back to you, there was a back and forth that took time, and ultimatley most people just give up and say goodbye to the money.
That's about to change. Steam is now offering refunds, there are some very specific rules that go along with these, but at least official now. Before now their policy was "We do not offer refunds"
The new rules are as follows.
All of these guidelines seem very reasonable to me. I especially love the part where if you're a cheater you don't get your money back. Recently Valve has been in the news for what some would characterize as anti-consumer behavior. It is nice to see them turning this trend around, and getting back on the right track.