Microsoft's refund policy for Xbox games and content

Microsoft will refund a digital game or app purchase within 14 days of buying it if you have not downloaded or streamed it yet. If you have downloaded or streamed it, you have up to two hours of playtime before the refund window closes. After that window passes, refunds are at Microsoft's discretion — they may still grant one, but you are not may provide one.

The refund applies to the full purchase price and goes back to your original payment method or your Microsoft account balance. Physical Xbox games sold at retail stores follow the retailer's return policy, not Microsoft's policy, so you would return those to the store where you bought them.

Refunds for Xbox Game Pass subscriptions work differently: you can cancel anytime, but you do not get a refund for the time remaining in your current billing period. If you cancel before your next renewal date, your access ends on that date and you are not charged again.

Key Takeaways

  • You have 14 days from purchase to request a refund if you have not downloaded the game, or up to two hours of playtime if you have.
  • Refunds return to your original payment method or your Microsoft account balance, not as a separate transaction.
  • After the 14-day window or two-hour playtime limit, Microsoft may still refund you, but you have no may provide.
  • Physical games bought at a store follow that store's return policy, not Microsoft's digital refund policy.
  • Xbox Game Pass subscriptions cannot be refunded for unused time, but you can cancel before your next billing date to stop future charges.

How to request a refund through your Microsoft account

Go to account.microsoft.com and sign in with the account that made the purchase. Click on Devices & accessories or Your digital content (the exact label varies by region), then find the purchase you want to refund. Select the game or app and look for a Request a refund button or link.

You will be asked to choose a reason from a list — common options include "I no longer want this" or "I did not mean to purchase this." Be honest about your reason; Microsoft reviews this information. Click Next and confirm your request. You should see a confirmation message when ready, and the refund status will appear in your account within a few minutes.

If the refund button does not appear, the purchase is outside the refund window. You can still try requesting one by contacting Xbox Support directly, but understand that Microsoft will review it and may deny it.

Requesting a refund through Xbox Support

If the refund option is not available in your account or you need to explain your situation in detail, contact Xbox Support at support.xbox.com. Click Contact us and select your device type (Xbox console, PC, or mobile). Choose the category Billing & subscriptions and then Refunds.

You can start a chat with a support agent or request a callback. Have your order number ready — you can find this in your purchase history on your Microsoft account. Explain what happened: whether you did not realize you were buying it, whether it did not work as expected, or whether you straightforward changed your mind. Support agents have more flexibility than the automated system and can sometimes process refunds outside the normal window, especially if you have not used the purchase much.

Response time varies. Chat support usually connects within minutes during business hours. Callback requests may take several hours. Email support, if you choose that route, typically responds within 24 to 48 hours.

What happens if your refund is denied

If Microsoft denies your refund request, you receive a message explaining why — usually because you are outside the refund window or have used the game beyond the two-hour limit. You can ask the support agent to review the decision, but understand that the policy limits are firm for most cases.

If you believe the game is broken or does not work as advertised, frame your request around that issue rather than just asking for a refund. Describe the specific problem: crashes on startup, missing features shown in the store listing, or compatibility issues with your device. Microsoft is more likely to refund a genuinely defective product than one you straightforward do not want to play.

Refunds for Xbox Game Pass and subscriptions

Xbox Game Pass subscriptions do not refund unused time. If you pay for a month and cancel after one week, you lose the remaining three weeks. However, you can cancel anytime before your next renewal date, and you will not be charged again.

If you were charged twice by mistake or charged after you cancelled, contact Xbox Support with your billing statement. These errors are usually reversed quickly. If you signed up for a promotional rate (like one dollar for the first month) and were charged full price instead, support can correct that as well.

Refunds for in-game purchases and add-ons

In-game currency, cosmetics, battle passes, and other add-ons purchased within a game follow the same 14-day, two-hour rule as the game itself. However, some games have their own refund systems built in — Fortnite and Apex Legends, for example, let you refund cosmetics directly through the game without going to Microsoft.

Check the game's settings or store menu first to see if there is a built-in refund option. If not, or if the game does not offer one, request the refund through your Microsoft account using the same process as a full game refund. You will need the specific item name and purchase date.

Frequently Asked Questions

Can I refund a game if I have played it for more than two hours?

Microsoft may still refund you, but you are not may provide one. After two hours of playtime, refunds are at their discretion. Contact Xbox Support and explain your situation — if the game is broken or does not match its description, you have a better chance. If you straightforward did not enjoy it, the refund is less likely.

How long does it take to see the refund in my account?

Refunds processed through your Microsoft account appear within a few minutes. If the refund goes back to your original payment method (credit card, debit card, PayPal), it may take three to five business days for your bank or payment provider to post it. Microsoft's part is when ready; the delay is on the financial institution's side.

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

The person who received the gift can request the refund if they have not downloaded it or have played less than two hours. They need access to the account that received the gift. If they do not have that access, the person who bought it can contact Xbox Support with proof of purchase and explain the situation.

Can I refund a game I bought on sale or with a discount code?

Yes. The refund amount is the price you actually paid, not the full retail price. If you bought it on sale for ten dollars, you get ten dollars back, not the regular twenty-dollar price.

What if my refund request shows as "pending" for more than a few minutes?

Pending refunds usually process within 24 hours. If it stays pending longer, contact Xbox Support to check the status. Occasionally a refund gets stuck in the system and needs manual review, but support can push it through.