Request a return, exchange or refund for Microsoft products

Get help refunding your Microsoft 365 subscription

Use our self-help tool below to guide you through the right steps.

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Sign in to cancel your Microsoft 365 subscription yourself

To check refund eligibility on a Microsoft 365 Basic, Personal or Family subscription you purchased from Microsoft, you will need to cancel it first.

Follow the steps to cancel the subscription:

1. Go to the Subscriptions page of the Microsoft account used to purchase your subscription.
   Sign in

   Notes: 

   • It's important to sign in using the account which purchased the subscription.

   • If you purchased a Microsoft subscription from Google Play or the Apple app store, contact their customer support for cancellation or refund.

   • If you cancel a subscription in Canada, Denmark, Finland, Germany, Israel, Korea, Netherlands, Poland, Portugal or Turkey, you may be entitled to a prorated refund. Learn more.

2. Find your subscription and select Manage.

   Note: If you see Turn on recurring billing instead of a link that says Manage, this means your subscription is already set to expire on the date shown and you won't be automatically charged after this date. There's nothing further to do at this time and you can continue to use the product until the subscription expires.

3. On the next page, select Cancel

   Notes: 

   • The option might say Upgrade or Cancel, depending on your subscription.

   • If you don't see an option to Cancel but instead see a link that says Turn on recurring billing, this means your subscription is already set to expire on the date shown and you won't be automatically charged after this date. There's nothing further to do at this time, and you can continue to use the product until your Microsoft 365 subscription expires.

4. Scroll through and follow the instructions on the page to proceed with cancellation. To view our complete cancellation policy, see Microsoft Store Terms of Sale.

   Caution: If you cancel a Microsoft 365 Basic or Microsoft 365 Personal subscription, your storage allowance will revert to 5GB of cloud storage, which includes your OneDrive and Outlook.com attachments, and 15GB of Outlook.com storage.
   
   If you cancel a Microsoft 365 Family subscription, all the people you shared your subscription with will also have their storage allowances reduced, as well as losing other subscription benefits.
   
   If you or people you shared a subscription with have used more than the free allowance:

   • You won't be able to upload, edit, or sync new files (such as Camera Roll) to your OneDrive,

   • You will not be able to send or receive email in Outlook.com.

   • After 12 months, we may delete your OneDrive and all files within it.

   • Learn more about​​​​​​​ Microsoft storage quotas.

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.

1. You can request a refund on your Xbox order history page.
   Open Order history

2. Select the relevant item and choose Request a refund.

3. Provide the reasons for your request and select Next.

4. 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.

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.

1. You can request a return or exchange on your Microsoft account Order history page.
   Open Order history

2. 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.
   
   

3. Follow the instructions on the screen to get a prepaid shipping label for the return.

4. 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.

5. 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.

6. You can see the status of your refund on the Order history page.
   Open Order history

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.

When you see unexpected charges from Microsoft in a statement from your bank, credit card, or any other payment provider, we want to help you resolve your question as quickly as possible.

If you don't recognize a charge on your account, go to the Manage your payments page of your Microsoft account dashboard and select "Investigate". Learn more.

Here are the most likely causes for an unrecognized charge:

• A Microsoft subscription has recurring billing enabled.

• Someone you know, such as a family member, bought something with your card. You can now investigate this on the Manage your payments page.

• A previously declined charge was charged again.

• A pre-order or split order was shipped.

• Someone made an in-app purchase from an app, game, or office.

Use our troubleshooter to help you understand why you have been charged.
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