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Returning items you bought from Microsoft Store for exchange or refund

If you purchased a product from Microsoft or Microsoft Store, you may be able to request a return. If you purchased a product from another organization, contact them to inquire about returns or refunds.

Note: If you want to cancel a Microsoft subscription or free trial subscription, including Xbox Live and Microsoft 365, see Cancel or turn off recurring billing on a Microsoft subscription.

Returns and exchanges

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 Refund information. If you don’t see Refund information, your item may not be eligible for a return.


    • 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. Digital gift cards and service/subscription cards may 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 for applicable law states that you're eligible for a refund.

    • 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.

  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).


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 (learn more).

Unexpected or inaccurate charges

To address unexpected charges, first see What to do about unexpected charges from Microsoft. If you don't see the cause for your unexpected charge, you can select the Contact us link at the top of the page, or you can contact Microsoft Store support.

Note: If a chargeback claim is raised against a payment made to Microsoft, we will assume that the payment was made without your consent and that your personal details have been compromised. If you have any doubts about a payment made to Microsoft, we recommend that you check your order history, or contact Microsoft Support before disputing the charge to prevent an unnecessary chargeback and potential account suspension. If you are certain that a transaction was fraudulent, contact your financial institution to cancel your payment method.

More help

For detailed info about the return and refund policy, see Microsoft Terms of Sale. See the resources below for more help with Microsoft products and services.

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