With digital game purchases becoming increasingly common, many gamers wonder about the refund policies for digital games bought through platforms like the Microsoft Store. Getting a refund on Microsoft Store game purchases is possible in some cases, but there are limitations.
The Basics of Microsoft’s Refund Policy
Microsoft’s official refund policy for the Microsoft Store states that you can request a refund for digital content like games, apps, movies, TV shows and more within 14 days of purchase. Some conditions apply:
- The content must be unused and unopened.
- Content that has been launched or played is not eligible for refunds.
- You must request the refund within 14 days of the initial transaction.
- Refunds can only be requested through account.microsoft.com.
So in theory, you can get a refund on Microsoft Store games, as long as you request it within 14 days and have not yet played or downloaded the game. But in practice, there are some additional limitations.
Playing or Downloading the Game Makes Refunds Difficult
The biggest challenge with getting refunds for Microsoft Store games is that you forfeit your refund eligibility if you play or download the game at all. This policy is more restrictive than other digital game platforms like Steam, which offers refunds within 14 days as long as you have played the game for less than 2 hours.
With the Microsoft Store, downloading, installing or just launching the game is enough to make it ineligible for refunds in most cases. So you have to be absolutely sure you want to keep a game before you click that “Play” or “Install” button.
Some Exceptions Can Be Made
While Microsoft’s official policy is strict about not offering refunds for games that have been played or downloaded, customers have reported being able to get refunds approved in some special cases:
- Game is faulty or broken – If you can demonstrate technical issues that prevent you from properly playing the game, Microsoft support may grant a refund even if the game has been partially downloaded or launched.
- Accidental purchases – Microsoft may make a one-time exception for refunds if you accidentally purchased the wrong game or made the purchase without consent.
- Extenuating circumstances – Situations like hospitalization, family emergencies or military deployment during the 14-day window may qualify you for a rare exception to the refund policy.
However, these types of exceptions are granted on a case-by-case basis and you would need to provide documentation and plead your case to Microsoft support. There is no guarantee you will get approved.
How to Request a Refund from Microsoft
To request a refund for a Microsoft Store game purchase, you need to go through your Microsoft account:
- Go to account.microsoft.com and sign in.
- Click on “Order history” to view your recent purchases.
- Find the game you want to refund.
- Click on the three dots next to the game and select “Request a refund”.
- Select a reason for the refund request.
- Follow the on-screen instructions to process the refund request.
Keep in mind that refunds can take up to 10 business days to process once approved. The refund will be credited back to the original payment method used to buy the game.
Tips for Improving Your Chances of Getting a Refund
Since Microsoft’s digital game refund policy is quite restrictive, here are some tips to improve your chances if you need to request a refund:
- Request the refund as soon as possible, ideally within 1-2 days of purchasing the game.
- Do not click “Install” or attempt to launch the game at all.
- Be polite but firm when explaining why you need the refund.
- Provide supporting documentation (like technical error screenshots) if possible.
- If you are denied at first, politely ask for the decision to be reconsidered.
- Be prepared to speak with multiple support agents if needed.
Using Prepaid Microsoft Gift Cards
One important limitation is that you cannot get cash refunds for Microsoft Store purchases made with prepaid Microsoft gift cards or gift card credit. If you use a gift card to buy a game that you later refund, the refund will be credited back to your Microsoft account as gift card balance. You can use this balance to buy something else in the Microsoft Store, but you cannot cash it out or convert it back to your credit card.
Third Party Key Resellers
If you purchased a Microsoft Store game key from a third party reseller site like G2A or CDKeys, refunds would need to be handled directly through that reseller rather than through the Microsoft Store.
Reseller refund policies vary widely. Some offer guarantees while others expressly state that digital codes cannot be refunded once delivered to the buyer. You would need to review the individual reseller’s refund policy.
Refund Policies of Other Major Platforms
For comparison, here is a quick overview of the refund policies of some other major game platforms:
| Platform | Refund Policy |
|---|---|
| Steam | Refunds available within 14 days of purchase and under 2 hours of playtime. |
| Epic Games Store | Refunds for games with under 2 hours of playtime available within 14 days. |
| PlayStation Store | No refunds for downloaded games, DLC or add-ons. |
| Nintendo eShop | No refunds for downloaded games unless required by local law. |
Steam and Epic clearly have the most generous refund policies. Playstation and Nintendo lag far behind when it comes to offering digital game refunds.
Can You Get Banned for Excessive Refunds?
Some gamers worry that requesting too many refunds from Microsoft could get their accounts banned. However, there are no confirmed reports of accounts being banned solely due to requesting a high volume of refunds.
That said, Microsoft likely monitors refund patterns to identify potential abuse. Those who request an abnormally high number of refunds within a short period may trigger fraud alerts and could face account restrictions. But a handful of legitimate refund requests over the lifetime of your account is unlikely to cause issues.
Prevent Buyer’s Remorse With Research
The strict limitations around Microsoft Store refunds mean you should do your homework before purchasing any digital games:
- Read reviews – Don’t just read a couple reviews. Look at reviews from multiple trusted sources.
- Watch gameplay videos – Try to watch at least 30 minutes of raw gameplay footage to get a feel for the game yourself.
- Confirm technical specs – Verify your PC meets the minimum and recommended system requirements before buying.
- Research known issues – Look online to see if other players are reporting widespread technical problems or bugs.
Taking these simple steps will help avoid the need for refunds down the road. While receiving a cash refund directly from Microsoft is difficult once you’ve played or downloaded a game, you do have options to recoup some value:
Reselling or Trading Unwanted Games
If you download a Microsoft Store game but later decide you don’t want to keep it, you can try reselling or trading it:
- Online resale – Sites like eBay let you create listings to resell your unwanted game license and recoup some of the original purchase price.
- Code trading platforms – Some sites facilitate peer-to-peer trading and exchanging of digital game licenses and gift cards.
- In-person trade-ins – Major retailers like GameStop may offer in-store credit for trading in account-bound digital game licenses.
These options do require finding a buyer for your specific game. Popular titles will be easier to exchange than obscure indies. And you are unlikely to recoup 100% of your original payment. But recovering even a partial refund is better than being stuck with a game you don’t want or can’t play.
Conclusion
Microsoft’s official policy makes it difficult to get refunds on Microsoft Store games once they have been downloaded or played. But exceptions are occasionally made for technical issues, accidental purchases or other extenuating circumstances. To avoid buyer’s remorse, thoroughly research games before purchasing. If you do end up with an unwanted Microsoft Store game, try reselling or trading it to recoup some of the cost.
