Where to request a refund depends on where you bought the game

The store or platform where you purchased the game is the only place that can issue a refund. Steam, PlayStation Store, Xbox, Nintendo eShop, Epic Games Store, and GOG each have their own refund policies and processes. If you bought a physical copy from a retailer like Best Buy or GameStop, you return it to that retailer, not to the game publisher. The first step is identifying exactly where the transaction occurred — check your email for a receipt or look at your account purchase history on the platform.

Each platform has different rules about how long you have to request a refund, how much playtime disqualifies you, and what reasons they accept. Some platforms are stricter than others. Knowing which platform you used before you start the process saves time, because you cannot transfer a refund request between them.

Key Takeaways

  • Steam allows refunds within 14 days of purchase and under 2 hours of playtime, but other platforms have different windows and requirements.
  • You request refunds through the platform where you bought the game — Steam, PlayStation, Xbox, Nintendo, or Epic — not from the game publisher.
  • Physical copies bought at retail stores are returned to the retailer with your receipt, following their return policy.
  • Refund reasons vary by platform: some accept "changed your mind," while others require technical problems or specific issues.

How to request a refund on Steam

On Steam, you have 14 days from purchase and fewer than 2 hours of playtime to request a refund for any reason. Log into your Steam account, go to your purchase history under Account > Purchases, find the game, and click "Request a refund." You will see a dropdown menu asking why you want the refund — the reason does not affect approval as long as you stay within the time and playtime limits. Submit the request and Steam will process it within 7 days, usually faster.

If you exceed 2 hours of playtime or 14 days have passed, Steam may still refund you if the game has a technical problem you can document. You can still submit a request and explain the issue, but approval is not may provide. Refunds go back to your original payment method — the same card or wallet you used to buy the game.

How to request a refund on PlayStation Store

PlayStation Store refunds are harder to get than Steam. You have 14 days from purchase, but you must not have started downloading or playing the game. If you have downloaded it, even without playing, PlayStation will usually deny the refund. Go to your account, find the purchase in your transaction history, select the game, and choose "Request a Refund." You will need to explain why — technical issues or accidental purchase are more likely to be approved than "changed my mind."

PlayStation reviews each request individually and may take up to 10 business days to respond. If denied, you can appeal once. Approved refunds return to your original payment method or your PlayStation wallet, depending on how you paid.

How to request a refund on Xbox and Game Pass

Xbox allows refunds within 14 days of purchase if you have not downloaded the game, or within 14 days with less than 2 hours of playtime if you have downloaded it. Go to your account, select Purchase history, find the game, and click "Request a refund." You can refund games bought outright or cancel a Game Pass subscription within 14 days of starting it.

Xbox processes refunds quickly, often within 24 hours. The money returns to your original payment method. If you bought the game as part of a bundle, you cannot refund just the game — you refund the entire bundle or nothing.

How to request a refund on Nintendo eShop

Nintendo eShop refunds are the most restrictive. You have 7 days from purchase and must not have downloaded the game. If you have downloaded it, Nintendo will not refund it. Go to your account settings, select Purchase history, find the game, and request a refund. Nintendo reviews the request and responds within a few business days.

If approved, the refund goes back to the payment method you used. Nintendo rarely approves refunds for games you have already downloaded, even if you have not played them, so act quickly if you want to return something.

How to request a refund on Epic Games Store

Epic Games Store gives you 14 days from purchase and 2 hours of playtime, similar to Steam. Log into your account, go to your purchase history, find the game, and select "Request a Refund." You can refund for any reason within these limits. Epic processes refunds within 5 to 10 business days and returns the money to your original payment method or Epic wallet.

If you exceed the time or playtime limits, Epic may still refund you if you can show a technical problem with the game that makes it unplayable on your system.

How to return a physical game copy

Physical games bought at retail stores are returned according to that store's return policy, not the platform's. Most retailers like Best Buy, GameStop, and Walmart allow returns within 30 days with a receipt. Bring the game in its original case with all materials, the receipt, and your ID. The store will inspect it to make sure it has not been opened or damaged.

If the case has been opened but the disc is unscratched, some retailers will still accept it; others will not. Call the store before you go to confirm their specific policy. Refunds are issued as store credit or back to your original payment method, depending on the retailer.

What happens if a refund is denied

If your refund request is denied, you can usually submit an appeal or contact customer support for the platform. Explain what went wrong — if it is a technical issue, describe the error, what system you are using, and what steps you took to fix it. Provide screenshots or video if possible. Some platforms will overturn a denial if you can show the game does not work as advertised.

If the appeal is denied, you have no further recourse through the platform. You cannot force a refund after the platform has reviewed and rejected it. Your only option at that point is to contact your bank or credit card company if you believe the transaction was fraudulent, though this is a last resort and may result in your account being suspended.

Frequently Asked Questions

Can I refund a game if I have played it for more than 2 hours?

On Steam and Epic, no — the 2-hour limit is firm for refunds without a technical reason. On PlayStation and Nintendo, you cannot refund a downloaded game at all. On Xbox, you have 14 days total, but playtime matters less than read status. If the game has a bug that makes it unplayable, you can still try to refund by explaining the technical problem, but approval is not may provide.

Do I lose my game after a refund?

Yes. After a refund is processed, your access to the game is removed from your account. You cannot play it anymore. If you change your mind later, you have to buy it again at full price.

How long does a refund take to show up in my bank account?

Platform refunds are processed within 5 to 10 business days, but your bank may take another 3 to 5 business days to deposit the money. So the total time from approval to your account is usually 1 to 3 weeks. If you used a credit card, the refund appears as a credit on your next statement.

Can I refund a game I bought on sale?

Yes. The refund amount is the price you actually paid, not the original price. If you bought it for $10 on sale and the regular price is $30, you get $10 back.

What if the game is broken or does not work on my system?

Contact the platform's customer support and describe the problem — crashes, error messages, performance issues, or incompatibility with your hardware. Provide your system specs and steps to reproduce the problem. Platforms are more likely to approve refunds for technical issues than for "changed my mind," even if you are outside the normal refund window.