How to get a refund from Microsoft (step-by-step, 2026)

What Microsoft will (and won't) refund

Microsoft's refund rules depend on what you bought and where. Digital purchases through your Microsoft account — Xbox games, add‑ons, apps, movies, TV, subscriptions — are governed by Microsoft's digital refund policy. Physical items like Surface laptops, Xbox consoles and accessories bought from the Microsoft Store follow the standard consumer return policy.

• Usually refundable: Xbox games under ~2 hours played and within 14 days of purchase; Microsoft 365 and Game Pass within 30 days (pro‑rated); Surface and accessories within 60 days; accidental charges from a family member.
• Rarely refundable: Season passes once you've downloaded content, in‑game currency you've spent, gift cards, redeemed Xbox codes, and anything bought from a third‑party retailer (return to that retailer).
• Never from Microsoft: Items bought at Best Buy, Amazon, GameStop or Steam — those follow the seller's policy, not Microsoft's.

Refunds are always discretionary. Microsoft can deny requests it considers abusive (e.g., serial refunders) even if you're inside the window.

The fastest path: the self-service refund form

The self‑service form at support.xbox.com/help/subscriptions-billing/buy-games-apps/request-an-xbox-refund covers Xbox and most Microsoft Store digital orders. It also works for Windows PC games bought through the Microsoft Store. You'll see a list of eligible orders — anything ineligible is filtered out immediately.

1. Sign in with the Microsoft account that made the purchase (not a family member's).
2. Open the Xbox refund request page or go to account.microsoft.com → Payment & billing → Order history.
3. Pick the order, choose a reason (accidental purchase, doesn't work, changed my mind, etc.) and add a short note.
4. Submit. You'll get an email confirming the request within minutes.
5. Wait 72 hours for a decision. Approved refunds return to the original payment method in 3–10 business days.
6. If denied, click the link in the denial email to open a support chat — a human agent can override the system for borderline cases.

Xbox games, DLC and Game Pass

Digital Xbox games are refundable within 14 days of purchase if playtime is under roughly 2 hours. Microsoft doesn't publish an exact minute count, but the ~2 hour benchmark is well established. Pre‑orders can be cancelled any time before release and up to 14 days after, regardless of playtime. Season passes, DLC and in‑game currency are generally non‑refundable once downloaded or spent — plan those purchases carefully.

Xbox Game Pass, Game Pass Ultimate, Xbox Live Gold and PC Game Pass can be cancelled from your account any time. If you cancel within 30 days of a new charge and haven't used the service much, request a pro‑rated refund through the same self‑service form. Auto‑renewal charges are the most commonly approved because Microsoft's own policy allows a courtesy refund for surprise renewals if you catch them quickly.

Family Group purchases show up under the buyer's account, not the child's — so a parent needs to sign in as themselves to see and refund a kid's accidental buy.

Microsoft 365, Office and app purchases

Microsoft 365 Personal and Family subscriptions come with a 30‑day money‑back guarantee for new customers. For renewals, Microsoft will typically issue a pro‑rated refund if you cancel within 30 days of the charge and haven't used the storage or apps heavily that month. Cancel auto‑renew from account.microsoft.com/services the moment you decide you don't want the next year — you'll keep access until the paid period ends without another charge.

One‑time Office purchases (Office Home & Student 2024, for example) are refundable within 30 days if the product key hasn't been redeemed. Once activated on a PC, they generally aren't. Windows 11 upgrades and Copilot Pro follow the same 30‑day window; Copilot Pro can be cancelled and refunded from your subscriptions page.

For apps and games bought through the Microsoft Store on Windows, the Xbox refund form is still the correct place to file — despite the branding, it handles all consumer digital purchases tied to your Microsoft account.

Surface, Xbox consoles and Microsoft Store hardware

Hardware bought from microsoft.com or a Microsoft Experience Center falls under the Microsoft Store return policy: 60 days for Surface devices and most accessories, 30 days for Xbox consoles, in original condition with all included items. You'll get a prepaid shipping label; refunds hit your card 3–5 business days after the warehouse receives the return.

If your Surface or Xbox has a defect, don't return it — start a warranty service order at support.microsoft.com/devices. That protects your remaining warranty and, for out‑of‑warranty repairs, often ends up cheaper than a full replacement. Bought your device from Best Buy, Amazon or Costco? Their return window is what controls — usually 15–30 days, sometimes longer for members. Microsoft won't refund a device purchased elsewhere, though warranty repair is still available direct.

Trade‑in programs and educational discounts often have their own tighter rules — check the confirmation email for the specific window.

What to do when Microsoft says no

A denial isn't the end. Try these in order — the earlier steps work more often than most people expect.

1. Reply to the denial via chat. The email includes a link to Xbox or Microsoft Support chat. Ask politely for a supervisor review; explain the specific circumstance (family member, technical fault, duplicate charge).
2. Call Microsoft billing at 1‑800‑642‑7676 (US). Phone agents sometimes have more override authority than chat.
3. File a BBB complaint. Microsoft is BBB‑accredited and generally responds within 7–14 days. This is often the fastest escalation.
4. Contact your state attorney general's consumer protection division for larger disputes or a pattern of billing issues.
5. Chargeback as last resort. Contact your card issuer within 60 days of the statement showing the charge. Warning: Microsoft may suspend or close the account tied to a chargeback, so exhaust other options first — you could lose access to purchased games and Office licenses.

If the issue affects many buyers (a widespread bug, a subscription that auto‑renewed without notice for thousands of people), it may already be the subject of a lawsuit. Check whether you're part of a class action and browse current settlements before you spend more time fighting alone.

How long refunds actually take

Once approved, refund timelines depend on the payment method — not on Microsoft. Credit and debit cards typically post the refund within 3–10 business days. PayPal is usually 3–5. Microsoft account balance and gift card refunds appear almost instantly. Bank transfer refunds (rare outside certain regions) can take up to 14 days.

Track the refund status at account.microsoft.com/billing/orders. If more than 10 business days pass after the approval email, contact your bank first — the money is usually sitting in a pending reversal on their side, not with Microsoft. Ask for the acquirer reference number (ARN) from Microsoft; your bank can trace it directly.

Refunds to expired or closed cards go back to the issuing bank, which usually forwards them to your new card on file within a couple of weeks. If the account is fully closed, the bank mails a check to the last known address. Keep the refund confirmation email — it's your proof if the money vanishes into inter‑bank limbo.

Beyond refunds: money Microsoft may already owe you

Refunds only recover what you spent recently. But if you were a Microsoft or Xbox customer during a period covered by a settlement — think consumer protection actions over autorenewals, in‑game purchases by minors, or data practices — you may have money owed that has nothing to do with a return. Class action settlements pay out even when you didn't file the complaint yourself; you just need to submit a claim before the deadline.

Learn how these work in our guides on class action lawsuits and how they work, or read up on no‑proof settlements where a simple form is all you need. If you'd rather not chase them manually, see what you're owed — Owed scans open settlements against your accounts in about 30 seconds and files eligible claims for you at no charge.

This article is general information, not legal or tax advice. Refund policies change; always confirm current terms on Microsoft's site before a large purchase.

Glossary

Self-service refund

An automated request form that approves or denies routine refunds without a human agent.

Pro-rated refund

A partial refund for the unused portion of a subscription (e.g., 8 of 12 months back).

Chargeback

A card‑issuer‑initiated reversal of a charge. Effective but can trigger account suspension.

ARN

Acquirer Reference Number — the ID your bank uses to trace a specific refund transaction.

Redeemed code

A gift card or product key that has been applied to an account; usually non‑refundable.

Warranty service

Free or paid repair/replacement for a defective device, separate from the return process.

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