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Returning items you bought from Microsoft for exchange or refund

If you purchased a product from Microsoft, you may be able to request a refund, exchange or a return. 

To get a refund on a subscription, use our self-help tool below to guide you through the right steps. 

Start

Notes: 

  • If you want to change from one Microsoft 365 subscription to another type, read how to switch subscriptions.

  • 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.   

  • If you have purchased Microsoft 365 or Office, learn how to download or install Microsoft 365 or Office.

  • If you cancel a subscription in the following countries, you may be entitled to a prorated refund. 

    • Any subscription length - Canada, Israel, Korea, and Turkey.

    • Subscriptions longer than 1 month and renewed - Denmark, Finland, Germany, Netherlands, Poland, and Portugal. Learn more.

  • If you purchased a product or service from another organization, contact them to inquire about returns or refunds.

  • 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.

See also

Subscriptions & billing support for Xbox

Need more help?

Contact Support

For technical support, go to Contact Microsoft Support, enter your problem and select Get Help. If you still need help, select Contact Support to be routed to the best support option.

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.

  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. For detailed information about return and refund policies, see Microsoft Terms of Sale.

    No image found

  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

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.

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.

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.

Need more help?

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