Xbox refunds work through the Microsoft Store, and you have 14 days from purchase to request one

Microsoft allows you to return most games within 14 days of purchase if you have not downloaded or played them much. If you have already downloaded and played the game, you can still request a refund, but Microsoft reviews these cases individually — approval is not automatic. The refund goes back to your original payment method, whether that was a credit card, debit card, or Xbox gift card balance.

The 14-day window starts the moment you buy the game, not when you read it. If you buy a game on day one and read it on day 13, you still have only one day left to request a refund. Once the 14 days pass, Microsoft does not process refunds except in rare cases where the game is broken or does not work on your console.

Key Takeaways

  • You have 14 days from the date of purchase to request a refund through the Microsoft Store, regardless of whether you downloaded the game.
  • Games you have not downloaded at all are almost always refunded; games you have downloaded and played are reviewed case-by-case.
  • Refunds return to your original payment method — the same card or account you used to buy the game.
  • You can request a refund directly from your Xbox console, the Xbox app on Windows, or the Microsoft Store website.
  • If Microsoft denies your refund request, you can appeal once, but the decision is usually final after that.

How to request a refund on your Xbox console

Start from the home screen and go to My games & apps, then select See all under the game section. Find the game you want to refund and press the Menu button (the three horizontal lines). Select Manage, then Uninstall if you want to remove it from your console — this step is optional but recommended before requesting the refund.

Next, go to Settings from the home screen, then Account, then Purchase history. Scroll through your recent purchases until you find the game. Select it, then choose Request a refund. You will be asked to pick a reason from a list — choose the one that best matches why you want the refund. Be honest here; Microsoft can see your play time and read history, so saying you did not read a game when you clearly did will result in a denial.

After you submit the request, you will see a confirmation message. Microsoft typically responds within 5 to 10 business days. You can check the status of your refund request by going back to Purchase history and looking for the game — it will show "Refund pending" or "Refund approved" next to it.

Requesting a refund through the Microsoft Store website

Go to account.microsoft.com and sign in with the Microsoft account linked to your Xbox. Click Your info in the left menu, then scroll down and select View purchase history. Find the game in your order history and click on it.

Select Request a refund and choose your reason from the dropdown menu. You can add a note explaining your request, though this is optional. Click Submit and you will see a confirmation that your request was received. Like console requests, Microsoft will respond within 5 to 10 business days.

This method works the same way whether you are on a computer, phone, or tablet — any device with a web browser. Some people find it faster than navigating the console menu, especially if you have a large game library.

What happens if your refund is denied

Microsoft denies refund requests most often when you have played the game for more than a couple of hours or when the 14-day window has closed. If your request is denied, you will receive an email explaining why. The email will also tell you whether you can appeal the decision.

You get one appeal per refund request. To appeal, reply to the denial email or go back to your purchase history and select Appeal next to the game. Explain your situation clearly — for example, if the game crashes on your console or does not match the store description, mention that. Microsoft reviews appeals manually, but reversals are uncommon unless there is a genuine technical problem with the game.

If the appeal is also denied, that is the end of the process. You cannot request another refund for the same game purchase. Your only other option at that point is to contact Xbox Support directly through the Xbox app or website, though they typically follow the same 14-day rule.

Games and content that cannot be refunded

Some purchases are not refundable under any circumstance. Game Pass subscriptions, Xbox Live Gold memberships, and in-game currency (like Microsoft Points or Robux) cannot be refunded once purchased. Season passes and battle passes also fall into this category — they are treated as ongoing services rather than one-time purchases.

Pre-ordered games can be refunded up until three days before the release date. After that, the game is treated like any other purchase and the standard 14-day refund window applies. If you pre-order a game and it releases, you have 14 days from the release date to request a refund if you have not downloaded it yet.

Games that are part of a bundle can sometimes be refunded, but the entire bundle may be refunded instead of just the single game. Check the refund confirmation carefully — if you only wanted to return one game from a bundle, contact Xbox Support to clarify before the refund processes.

Refunds for games with technical problems

If a game crashes repeatedly, will not launch, or has bugs that make it unplayable, you may be able to get a refund even after the 14-day window or after extensive play. Document the problem by taking screenshots or videos of the error, then contact Xbox Support directly through the Xbox app or at support.xbox.com.

Explain the technical issue clearly and attach your evidence. Xbox Support can escalate your case to the refund team if the problem is severe enough. This process takes longer than a standard refund request — usually 2 to 4 weeks — but it is your path if the game is genuinely broken on your console.

Minor bugs or gameplay issues that do not prevent you from playing are not usually grounds for a refund. The game has to be substantially broken or not function as advertised for Microsoft to override the 14-day rule.

What to do before requesting a refund

Before you submit a refund request, uninstall the game from your console if you have downloaded it. This is not required, but it signals to Microsoft that you are serious about returning it and removes any question about whether you continued playing after deciding to refund. You can uninstall from My games & apps by pressing the Menu button and selecting Uninstall.

If the game has achievements or progress saved to the cloud, uninstalling does not delete those — they stay tied to your account. If you change your mind and buy the game again later, your progress will still be there. This is why some people uninstall before refunding: they want to keep the option to return to the game without losing their save data.

Check your email before requesting a refund. Microsoft sends a confirmation email when you buy a game, and that email contains the exact purchase date. If you are close to the 14-day limit, knowing the exact date helps you time your refund request correctly.

Frequently Asked Questions

Can I refund a game if I have played it for 10 hours?

Microsoft does not have a strict play-time limit, but games with 10 hours of play are almost always denied unless there is a technical problem. The refund policy is designed for people who buy a game and quickly realize it is not for them, not for people who finish or nearly finish the game. You can try requesting a refund, but expect a denial.

Do I lose my achievements and progress if I refund a game?

No. Your achievements and cloud saves stay on your account even after a refund. If you buy the game again later, your progress will be there. The refund only removes the game from your library and returns the money.

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

Microsoft processes approved refunds within 5 to 10 business days. If you paid with a credit or debit card, the money appears as a credit on your card statement, which can take an additional 1 to 3 business days depending on your bank. If you refunded to Xbox gift card balance, the money is available when ready.

Can I refund a game I bought on sale?

Yes. The refund amount is the price you actually paid, not the original full price. If you bought a game for $15 on sale when it normally costs $60, you get $15 back.

What if I refunded a game and then want to buy it again?

You can buy it again when ready. There is no waiting period or penalty for repurchasing a game you previously refunded. You will have another 14 days to request a refund on the new purchase if you change your mind again.