Getting a refund on a Microsoft game you purchased can be done, but there are some limitations. Microsoft’s refund policies have changed over time, but currently they offer refunds on digital game purchases within 14 days of purchase, if you have less than 2 hours of play time across all accounts. Here are the key things to know about getting a refund on Microsoft games.
What are Microsoft’s refund policies?
Microsoft’s refund policies cover any digital games or downloadable content (DLC) purchased from the Microsoft Store on Xbox One, Xbox Series X/S, Windows 10, or Windows 11 devices. This includes digital purchases made on the consoles themselves, as well as purchases made online at the Microsoft Store website.
The key aspects of their refund policy are:
- Refunds are available within 14 days of purchase.
- You must have less than 2 hours of total play time across all accounts. This includes playing the game on any Xbox console it was purchased on, or any linked Windows PC.
- Content is not eligible for refund if it has been consumed, used, or modified in any way.
- Refunds can only be made to the original payment method used to purchase the content.
- You can request up to 3 refunds per account in a one-year period. After that refunds will no longer be available.
So in summary, if you meet the criteria of less than 2 hours playtime within 14 days, you can request a refund on eligible purchases through the standard Microsoft refund process.
How do I request a refund from Microsoft?
To request a refund on a Microsoft game purchase, you need to go through your Microsoft account purchase history and submit a refund request. Here are the steps:
- Sign in to your Microsoft account on either your Xbox console or the Microsoft website.
- Go to your Purchase History – on Xbox look for it under Account, on the Microsoft site it’s under Payment & Billing > Order History.
- Find the game you want to refund and select Request a Refund.
- Select the reason for your refund request from the drop down menu.
- Confirm you would like to proceed with the refund request.
Once submitted, refund requests are typically processed within 3-5 business days. The refund will go back to the original payment method used.
You can also start a refund request by contacting Microsoft Support. Get in touch with them via live chat on the Microsoft Support site for the quickest response.
What reasons can I select for a refund?
When submitting a refund request, Microsoft requires you to select a reason from a drop down menu. The options include:
- Accidental purchase
- Bought wrong product
- Product doesn’t work
- Product was defective
- Didn’t like product
- Found cheaper price elsewhere
- Didn’t get what was promised
Select the option that best represents your reason for wanting to refund the game. Providing an accurate reason can help speed up processing of the refund request.
Are there any limitations on Microsoft game refunds?
There are a few limitations and exceptions when it comes to refund eligibility for Microsoft game purchases:
- DLC and add-ons are only refundable within 14 days if the main game has NOT been played. If you have played the main game already, any DLC content purchases are no longer refundable.
- Free products including Free Play Days and product trials are not eligible for refunds.
- Products received as gifts can only be refunded by the original purchaser.
- If your request is outside the 14 day window, refund approval is no longer guaranteed or handled automatically.
So it’s important to double check your purchase immediately and request a refund within 14 days if needed to ensure the smoothest process.
Can I get a refund on Xbox Live Gold subscriptions?
Microsoft does not offer refunds on Xbox Live Gold subscriptions. Once purchased, Xbox Live Gold membership subscriptions are non-refundable.
If you purchased a subscription in error or no longer wish to maintain membership, you will need to wait for the subscription period to expire. You can disable auto-renewal for your subscription so that it does not automatically extend at the end of your current period.
What options do I have if my refund request is denied?
If your refund request is denied because it falls outside of the 14 day window or 2 hour playtime limit, you do still have a couple options:
- Request a one-time exception refund. While not guaranteed, you can contact Microsoft Support and explain why you feel your situation warrants an exception to the standard policy. For example, if the game is defective or completely unlike the product description.
- Dispute the charges with your bank. For credit card purchases, you can contact your issuing bank to dispute the charges if you feel the game purchase was improper or fraudulent in some way. The bank will investigate and potentially issue a refund to your account if they agree with your claim.
If your refund request is denied and you’ve already hit your annual 3 refund limit, unfortunately you will likely be stuck with that game purchase unless you dispute the charges. To avoid this in the future, be extra careful about only purchasing products you are sure you want to keep long-term.
Can I get a refund for Xbox gift cards?
Microsoft does not allow refunds on Xbox gift card purchases, whether digital or physical cards. Xbox gift cards are viewed as exchanged for store credit that must be spent in the Microsoft / Xbox store.
If you received an Xbox gift card you do not want, your only option is to redeem it yourself or give the code to someone else to use the value. The value cannot be exchanged back for cash refunds.
What about refunds for third-party games?
If you purchased a game from a third-party publisher rather than directly from Microsoft, the standard Microsoft refund policy may not apply.
Many third-party publishers like EA Games have their own refund rules, timeframes, and criteria that must be met. You will need to consult the policies of the publisher in question to see what refund options may be available for their titles purchased on the Microsoft Store.
In some cases the publisher may direct you to pursue a refund request through Microsoft’s standard process. But their own policies could impact things like timeframes or eligibility.
Can I get a refund on free-to-play games?
For free-to-play games downloaded from the Microsoft Store, in-game purchases and downloaded content may be eligible for refund requests just like full game purchases.
You would need to submit the request within 14 days and show less than 2 hours of usage for the specific content you want to refund. Things like virtual currencies, unlocks, and downloadable extras should qualify, but policies can vary by publisher.
Just like full games, any free-to-play content that has been consumed, modified, or transferred is ineligible for refunds. So use any purchased extras carefully.
What are Microsoft’s refund policies for banned accounts?
If your Microsoft account gets banned from Xbox Live due to violations of the Terms of Service or Community Standards, your access to refunds is impacted.
Accounts banned for terms of service violations forfeit all privileges to refunds for content purchased prior to the ban taking effect.
If your account is suspended for violations like harassment or offensive content, you may still be able to request refunds for purchases made before the suspension within the 14 day window. However, each case is evaluated individually.
To avoid losing refund eligibility, make sure you maintain your account in good standing by following all Xbox Live rules and regulations.
How do I return a physical disc copy of a Microsoft game?
To return a physical disc-based game purchased from Microsoft or a retailer, you would need to follow the refund processes tied to that specific retailer.
Policies vary quite a bit between retailers when it comes to game returns involving physical discs. Some offer 30 day guarantees, while others may only allow exchanges for the exact same title.
Check your receipt or the retailer’s official return policy. You may need to provide proof of purchase along with the unopened game to receive a refund. Returns and exchanges involving opened game discs are rarely allowed.
Can I get a refund on pre-ordered or newly released games?
Games that you pre-order or purchase within the first few weeks after launch are still eligible for refunds within Microsoft’s standard 14 day window, provided you meet the playtime requirements.
The release date of the game does not impact the refund policy or eligibility – only the date you actually purchased it and how much it has been played matter.
That means you can request a refund on the day a new game launches if you are unsatisfied and acted quickly, just as you would for any other title.
What should I do if I’m having trouble getting a refund approved?
If your refund request keeps getting rejected but you believe you meet all the standard eligibility criteria, here are some troubleshooting tips:
- Double check you requested the refund within 14 days of the purchase date.
- Confirm you have played the game for less than 2 hours total across all linked devices.
- Verify the content has not been modified, used up, or transferred in any way.
- If it is a DLC / add-on refund, ensure the main game has not been launched or played.
- Contact Microsoft Support for additional assistance and clarification.
Persistence is key if you strongly believe you meet the published criteria. Keep trying to get Microsoft Support to understand your situation and reconsider the refund approval.
Conclusion
Getting a refund on Microsoft games is possible if you act within the 14 day window and 2 hour playtime limit that they allow. Be aware of limitations around DLC, subscriptions, and gift purchases as those have tighter restrictions.
Submit your request through the Microsoft Purchase History, select an appropriate refund reason, and patiently wait through the processing period. If denied but you still feel entitled to a refund, politely keep trying through Microsoft Support to plead your case.
