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Returning items you bought from Microsoft for exchange or refund

If you purchased a product from Microsoft, you may be able to request a refund, exchange or a return.

Games & apps

Digital goods like apps, games, add-on content, subscriptions, movies, TV shows, and books aren't returnable unless the offer for applicable law states that you're eligible for a refund.

  1. You can request a refund on your Xbox order history page at https://support.xbox.com/help/subscriptions-billing/buy-games-apps/refund-orders.
  2. Select the relevant item and choose Request a refund.
  3. Provide the reasons for your request and select Next.
  4. If everything is correct, select Submit.

When you request a refund, it may take 72 hours to process the request. We'll contact you with updates, or you can check the Refund status tab.

Notes:

  • Single items from within a bundle cannot be returned
  • In Australia, this return information does not affect any remedy you may have under the Australian Consumer Law. Please refer to “Microsoft and the Australian Consumer Law” at https://www.microsoft.com/en-au/legalau/australian-consumer-law/ for details of your rights under the Australian Consumer Law.
  • If you see we've issued the refund, but the money hasn't been credited back to your payment provider, please wait a few days. Refunds are generally processed within 3–5 business days and are applied to the original payment option.
  • Digital gift cards and service/subscription cards may also be eligible for return. For detailed info about the return and refund policy, see “Microsoft Terms of Sale” at https://www.microsoft.com/store/b/terms-of-sale.
  • Microsoft will not accept returns of purchases of Microsoft products or other products purchased from another retailer.
  • Microsoft is not responsible for any games and/or storage devices left in a returned product.

Hardware

Items that may be eligible for a return, refund, or exchange include physical goods like a Surface, Xbox controller, virtual reality headset, or packaged software.

  1. You can request a return or exchange on your Microsoft account Order history page at https://support.xbox.com/help/subscriptions-billing/buy-games-apps/refund-orders.
  2. Find the relevant item and select Request a return.
    Tip: If you don’t see Return information, your item may not be eligible for a return.
  3. Follow the instructions on the screen to get a prepaid shipping label for the return.
    Note: If you can't get a prepaid shipping label for the return, contact support at https://support.microsoft.com/home/contact.
  4. When we receive your item and find it eligible for a return, we’ll either ship you a replacement or issue you a refund. When you make a qualifying return, we'll credit the full amount, less the original shipping and handling charges.

Notes:

  • If you purchased a product from another organization, contact them to inquire about returns or refunds.
  • If you see we've issued the refund, but the money hasn't been credited back to your payment provider, please wait a few days. Refunds are generally processed within 3–5 business days and are applied to the original payment option.
  • Single items from within a bundle cannot be returned.
  • In Australia, this return information does not affect any remedy you may have under the Australian Consumer Law. Please refer to “Microsoft and the Australian Consumer Law” at https://www.microsoft.com/en-au/legalau/australian-consumer-law/ for details of your rights under the Australian Consumer Law.
  • For detailed info about the return and refund policy, see “Microsoft Terms of Sale” at https://www.microsoft.com/store/b/terms-of-sale.

Subscriptions

If you want to cancel a Microsoft subscription or free trial subscription, including Xbox Live and Microsoft 365, see “Cancel or turn off recurring billing on a Microsoft subscription” at https://support.microsoft.com/account-billing/cancel-your-microsoft-subscription-c2c6b0e3-cab3-cb98-d83e-c9ad54620530.

Notes:

  • If you purchased a product or service from another organization, contact them to inquire about returns or refunds.
  • Digital gift cards and service/subscription cards may also be eligible for return. For detailed info about the return and refund policy, see “Microsoft Terms of Sale” at https://www.microsoft.com/store/b/terms-of-sale.

Returning items you bought from Microsoft for exchange or refund

If you purchased a product from Microsoft, you may be able to request a refund, exchange or a return.

Games & apps

Digital goods like apps, games, add-on content, subscriptions, movies, TV shows, and books aren't returnable unless the offer for applicable law states that you're eligible for a refund.

  1. You can request a refund on your Xbox order history page at https://support.xbox.com/help/subscriptions-billing/buy-games-apps/refund-orders.
  2. Select the relevant item and choose Request a refund.
  3. Provide the reasons for your request and select Next.
  4. If everything is correct, select Submit.

When you request a refund, it may take 72 hours to process the request. We'll contact you with updates, or you can check the Refund status tab.

Notes:

  • Single items from within a bundle cannot be returned
  • In Australia, this return information does not affect any remedy you may have under the Australian Consumer Law. Please refer to “Microsoft and the Australian Consumer Law” at https://www.microsoft.com/en-au/legalau/australian-consumer-law/ for details of your rights under the Australian Consumer Law.
  • If you see we've issued the refund, but the money hasn't been credited back to your payment provider, please wait a few days. Refunds are generally processed within 3–5 business days and are applied to the original payment option.
  • Digital gift cards and service/subscription cards may also be eligible for return. For detailed info about the return and refund policy, see “Microsoft Terms of Sale” at https://www.microsoft.com/store/b/terms-of-sale.
  • Microsoft will not accept returns of purchases of Microsoft products or other products purchased from another retailer.
  • Microsoft is not responsible for any games and/or storage devices left in a returned product.

Hardware

Items that may be eligible for a return, refund, or exchange include physical goods like a Surface, Xbox controller, virtual reality headset, or packaged software.

  1. You can request a return or exchange on your Microsoft account Order history page at https://support.xbox.com/help/subscriptions-billing/buy-games-apps/refund-orders.
  2. Find the relevant item and select Request a return.
    Tip: If you don’t see Return information, your item may not be eligible for a return.
  3. Follow the instructions on the screen to get a prepaid shipping label for the return.
    Note: If you can't get a prepaid shipping label for the return, contact support at https://support.microsoft.com/home/contact.
  4. When we receive your item and find it eligible for a return, we’ll either ship you a replacement or issue you a refund. When you make a qualifying return, we'll credit the full amount, less the original shipping and handling charges.

Notes:

  • If you purchased a product from another organization, contact them to inquire about returns or refunds.
  • If you see we've issued the refund, but the money hasn't been credited back to your payment provider, please wait a few days. Refunds are generally processed within 3–5 business days and are applied to the original payment option.
  • Single items from within a bundle cannot be returned.
  • In Australia, this return information does not affect any remedy you may have under the Australian Consumer Law. Please refer to “Microsoft and the Australian Consumer Law” at https://www.microsoft.com/en-au/legalau/australian-consumer-law/ for details of your rights under the Australian Consumer Law.
  • For detailed info about the return and refund policy, see “Microsoft Terms of Sale” at https://www.microsoft.com/store/b/terms-of-sale.

Subscriptions

If you want to cancel a Microsoft subscription or free trial subscription, including Xbox Live and Microsoft 365, see “Cancel or turn off recurring billing on a Microsoft subscription” at https://support.microsoft.com/account-billing/cancel-your-microsoft-subscription-c2c6b0e3-cab3-cb98-d83e-c9ad54620530.

Notes:

  • If you purchased a product or service from another organization, contact them to inquire about returns or refunds.
  • Digital gift cards and service/subscription cards may also be eligible for return. For detailed info about the return and refund policy, see “Microsoft Terms of Sale” at https://www.microsoft.com/store/b/terms-of-sale.