Steam's refund policy and how to request one

Steam allows you to request a refund on most games and in-game purchases within 14 days of purchase, as long as you have played for fewer than 2 hours. The refund goes back to your Steam Wallet (the account balance you use to buy games on Steam) or to your original payment method, depending on how you paid. You do not need to explain why you want the refund — Steam does not ask for a reason.

The refund process is handled through your Steam account settings, not through customer service. You start the request yourself, and Steam's system either approves it automatically or sends it to a person for review. Most refunds process within a few days, though some take longer if they need manual review.

Key Takeaways

  • You have 14 days from purchase and must have played fewer than 2 hours to request a refund through Steam's automated system.
  • Refunds return to your Steam Wallet by default, but you can request your original payment method instead during the refund request.
  • You start the refund request yourself in your Steam account — there is no customer service form to fill out or email to send.
  • Most refunds complete within a few days, but refunds to credit cards or bank accounts may take longer than refunds to your Steam Wallet.
  • Games purchased during a sale or with a discount are refundable under the same rules as full-price games.

Where to find the refund request tool in your Steam account

Log into your Steam account on a web browser (not the Steam app). Go to your account name in the top right corner and select "Account details." From there, click on "Purchase history" in the left menu. You will see a list of everything you have bought on Steam, with the most recent purchases at the top.

Find the game or item you want to refund and click the three dots (⋯) next to it. A menu will appear with the option "Request a refund." Click that option, and Steam will show you whether the purchase meets the refund requirements. If it does, you will see a form asking you to choose a reason and confirm the refund destination.

What happens after you submit a refund request

After you submit the request, Steam sends it into a queue. Most requests are approved automatically within 24 to 48 hours if they meet the time and playtime limits. You will see the status change from "Pending" to "Approved" in your purchase history, and the money will start moving back to your account.

If your request does not meet the automatic criteria — for example, if you have played for 3 hours or it has been 20 days since purchase — a person at Steam will review it. This review can take several days. Steam may still approve it, or they may deny it. You will receive an email notification either way.

Refunds to your Steam Wallet versus your original payment method

By default, Steam refunds go to your Steam Wallet, which is the balance you use to buy games directly on Steam. This is the fastest option and usually completes within a few hours of approval. You can then spend that balance on any game or in-game item on Steam.

If you want the money back to your credit card, debit card, or bank account instead, you can choose that option when you submit the refund request. Refunds to payment methods take longer — typically 5 to 10 business days depending on your bank. Some payment methods (like certain international cards) may take even longer. You cannot change your choice after you submit the request, so choose carefully.

Games and purchases that cannot be refunded

Some items on Steam cannot be refunded under any circumstances. These include gifts that were sent to another account (the recipient would need to request the refund), items you received for free, and in-game currency or cosmetics purchased with real money in games that use their own payment system. DLC (downloadable content) and season passes follow the same 14-day, 2-hour rule as games.

Pre-ordered games can be refunded up until they release, even if you have played the pre-release version. Once the game officially launches, the standard 14-day, 2-hour window begins. Games purchased during a sale are refundable at the same rate you paid, not at the full price.

What to do if your refund request is denied

If Steam denies your refund request, you will receive an email explaining why. The most common reasons are playing over 2 hours or requesting more than 14 days after purchase. If you believe the denial was a mistake — for example, if you think the playtime counter is wrong — you can submit a second request with more details in the reason field.

Steam does not have a formal appeal process, but you can contact Steam Support through your account if you want to discuss the decision. Go to the Help menu in your account, select "Steam Support," and choose "Purchases, Refunds & Wallets." From there you can start a new conversation with a support agent. Be specific about why you think the refund should be approved.

Refunds for games with major technical problems

If a game is broken or does not run on your computer despite meeting the system requirements, Steam may refund it even if you have played beyond 2 hours or it has been longer than 14 days. This is not may provide, but Steam considers technical issues when reviewing requests that fall outside the normal window.

When you request a refund for a technical problem, explain the issue clearly in the reason field. Mention your operating system, what error messages you see, and what you have already tried to fix it. The more specific you are, the better your chances of approval. If the game straightforward does not match the description on the store page, that also counts as a reason for review.

Frequently Asked Questions

Can I refund a game I have played for 1.5 hours?

Yes. The limit is fewer than 2 hours, so 1.5 hours is within the window. You also have to be within 14 days of purchase. If both conditions are met, your refund request will be approved automatically.

What if I bought a game as a gift for someone else?

The person who received the gift must request the refund themselves through their own Steam account. The gift sender cannot refund it. If the recipient has not redeemed the gift yet, they can decline it, and the sender's account will be refunded automatically.

Do I lose my progress if I refund a game?

Yes. Once the refund is approved and processed, your save files and progress are removed from your account. If you later purchase the game again, you will start from the beginning. Some games store progress in the cloud, but Steam does not restore it after a refund.

How long does it take to get money back to my credit card?

Refunds to credit cards typically take 5 to 10 business days after Steam approves the refund. The exact timing depends on your bank and card issuer. International cards may take longer. Refunds to your Steam Wallet are much faster, usually within a few hours.

Can I refund a game if I bought it on sale?

Yes. Games purchased at a discount are refundable under the same rules as full-price games. You will be refunded the amount you actually paid, not the original price.