Returning items you bought from Microsoft for exchange or refund
Applies To
Microsoft Store Microsoft account Microsoft account dashboardIf you purchased a product from Microsoft, you may be able to request a refund, exchange or a return.
Digital goods like apps, games, add-on content, subscriptions, movies, TV shows, and books aren't returnable unless the offer for applicable law states that you're eligible for a refund. For detailed info about return and refund policies, see Microsoft Terms of Sale.
-
You can request a refund on your Xbox order history page. Open Order history
-
Select the relevant item and choose Request a refund.
-
Provide the reasons for your request and select Next.
-
If everything is correct, select Submit.
When you request a refund, it may take 72 hours to process the request. We'll contact you with updates, or you can check the Refund status tab.
Notes:
-
If you don't recognize a charge on your account, you can now investigate it on the Manage your payments page of your Microsoft account dashboard. Learn more.
-
To download new games, open Microsoft store. To download already purchased apps and games, go to your Order history.
-
Single items from within a bundle cannot be returned.
-
In Australia, this return information does not affect any remedy you may have under the Australian Consumer Law. Please refer to Microsoft and the Australian Consumer Law for details of your rights under the Australian Consumer Law.
-
If you see we've issued the refund, but the money hasn't been credited back to your payment provider, please wait a few days. Refunds are generally processed within 3–5 business days and are applied to the original payment option.
-
Digital gift cards and service/subscription cards may also be eligible for return. For detailed info about the return and refund policy, see Microsoft Terms of Sale.
-
Microsoft will not accept returns of purchases of Microsoft products or other products purchased from another retailer.
Need more help?
Contact Support
Get fast, automated support, 24/7 from Xbox Support.
Items that may be eligible for a return, refund, or exchange include physical goods like a Surface, Xbox controller, virtual reality headset, or packaged software.
Note: If you can't request a return or get a prepaid shipping label for your return, contact support.
-
You can request a return or exchange on your Microsoft account Order history page. Open Order history
-
Find the relevant item and select Request a return.
Tip: If you don’t see Return information, your item may not be eligible for a return or if you didn't sign in and used Guest Checkout when you created your order, use the Guest Order Lookup instead.
-
Follow the instructions on the screen to get a prepaid shipping label for the return.
-
When we receive your item and find it eligible for a return, we’ll either ship you a replacement or issue you a refund. When you make a qualifying return, we'll credit the full amount, less the original shipping and handling charges.
-
Refunds are generally processed within 3–5 business days after we receive your item and find it eligible for a return. Refunds are applied to the original payment option.
-
You can see the status of your refund on the Order history page.Open Order history
Notes:
-
Single items from within a bundle cannot be returned.
-
Return labels expire after a certain time, contact Sales support for assistance.
-
If you haven’t received your product, do not initiate a product return but contact Sales support.
-
In Australia, this return information does not affect any remedy you may have under the Australian Consumer Law. Please refer to Microsoft and the Australian Consumer Law for details of your rights under the Australian Consumer Law.
-
If you see we've issued the refund, but the money hasn't been credited back to your payment provider, please wait a few days. Refunds are generally processed within 3–5 business days and are applied to the original payment option.
-
Microsoft will not accept returns of purchases of Microsoft products or other products purchased from another retailer.
-
Microsoft is not responsible for any games and/or storage devices left in a returned product.
Benefits of shopping with Microsoft Store
You can enjoy peace of mind with up to 60-day returns on physical Microsoft products, and if we lower the price within 60 days, contact Sales support and we’ll refund you the difference.
* Selected products & markets, terms apply.
See also
Need more help?
Contact Support
For pre-sales support, or issues with purchasing, contact Sales support.
Need more help?
Want more options?
Explore subscription benefits, browse training courses, learn how to secure your device, and more.
Communities help you ask and answer questions, give feedback, and hear from experts with rich knowledge.
