Request a return or exchange of a physical item from the Microsoft Store

You can manage returns, exchanges, and more on the Order history page. 

To request a return or exchange:

  1. Sign in to Order history, and then select Request a return. If you don’t see Request a return, your item may not be eligible for a return. For detailed info about the return and refund policy, see Microsoft Terms of Sale.

    Notes: 

    • Items that may be eligible for return, refund, or exchange include physical goods like a Surface, Xbox controller, virtual reality headset, or packaged software. Digital gift cards and service/subscription cardsmay also be eligible for return (see Microsoft gift card terms and conditions). Digital goods like apps, games, add-on content, subscriptions, movies, TV shows, and books aren't returnable unless the offer or applicable law states that you're eligible for a refund.

    • Note: In Australia this return information does not affect any remedy you may have under the Australian Consumer Law. Please refer to https://aka.ms/acl for details of your rights under the Australian Consumer Law.

  2. Follow the instructions on the screen to get a prepaid shipping label for the return. If you can't get a prepaid shipping label for the return, contact support.

  3. When we receive your item and find it eligible for a return, we’ll either ship you a replacement or issue you a refund.

You can see the status of your return or exchange on the Order history page (learn more).

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