I would like to humbly request that you PLEASE think seriously about some kind of official refund policy. I would love to support this service instead of Steam, but Steam has official, and mostly-guaranteed rules for refunds, which is extremely nice when you decide to take a chance on a game you're not sure about (which tends to be most indie games). My suggestion would be a light, optional client. If the user chooses to purchase it DRM-free, they wouldn't have the same refund options. Anyway, please consider it, because there are a lot of people who continue to purchase on Steam for this one reason. Thanks for the great service!
Since we don't have DRM (and never will), we can't provide an automated solution like Steam. That said, we very rarely block refunds. We would only block them if there's something suspicious going on, or the buyer is clearly trying to rip off the developers off.
Our official refund policy is here: https://itch.io/docs/legal/terms#9-refunds
From the other side of things, I'd really like a way for developers to initiate a refund without going through support. It's a bit awkward to have to tell a customer that I've requested they be refunded but I don't know when it will actually happen. Plus it seems like it's just creating more work for support. I understand if there are fraud prevention concerns but maybe there could be some sort of rule in place (e.g. for every 20 copies you sell you can do 1 automatic refund, past that they get manually reviewed).