Need your money back for an Xbox purchase? The right refund path depends on what you bought. Use the digital refund form for Xbox games and add-ons, and use your Microsoft account pages for subscriptions, pre-orders, hardware, and eligible gift cards.
Start with the Xbox digital refund form
Use this for Xbox digital games and digital game content bought from Microsoft or the Xbox Store.
- 1.Open Xbox Support’s Request an Xbox refund page at xbox.com/refunds and sign in with the Microsoft account that made the purchase. Microsoft Store help still links to this same page under its former name, Request a refund for digital games.
- 2.Select the game or digital content you want refunded.
- 3.Choose Request a refund.
- 4.Enter the reason for your request, then select Next.
- 5.Review the details and select Submit.
Know the Xbox refund window
These windows cover game purchases, not every Xbox purchase. You can make refund requests for game purchases within a 90-day period, but not all requests are accepted. Refunds for digital games are typically issued for requests made within 14 days of the purchase date, if you have not accumulated a significant amount of play time. Subscriptions, hardware, and gift cards follow the separate rules covered below.
The refund page shows purchases available for review in the current refund experience. Microsoft decides eligibility by purchase, market, usage, and policy review.
Do not use uninstalling the game, removing a profile, controller shortcuts, voice commands, or the Xbox mobile app as a refund method. For digital Xbox content, use the Xbox refund webform.
Check your refund status
This fixes the uncertainty after you have already submitted a refund request.
Open Xbox Order history.
Find the product you requested a refund for.
Review the refund status shown with that item.
After Microsoft issues the refund, allow a few days for your payment provider to process it.
Cancel an Xbox subscription and request a refund
Use this for Xbox subscriptions managed under your personal Microsoft account, including Game Pass plans bought from Microsoft.
- 1.Go to Subscriptions and sign in with the Microsoft account used for the subscription.
- 2.Find the Xbox subscription and select Manage.
- 3.Select Cancel subscription.
- 4.Follow the prompts.
- 5.If Microsoft offers a refund option, choose cancellation with an immediate refund.
Use your console for subscription cancellation
You can manage an Xbox subscription from an Xbox One or Xbox Series X|S console when the subscription is tied to the signed-in Microsoft account.
Press the Xbox button to open the guide. Go to Profile & system > Settings > Account > Subscriptions, then choose the subscription you want to manage.
Follow the cancellation steps on screen. If the subscription is eligible, Microsoft prompts you to start a refund.
If this method fails, use Subscriptions on the web and cancel from your Microsoft account instead.
Cancel a pre-order before it becomes a refund
The most common cause here is that the Xbox pre-order has not been billed or shipped yet.
Open Microsoft account Order history and find the order or pre-order.
Select Cancel item next to the item.
Select the checkbox beside the item.
Choose Cancel item again.
Check your inbox for Microsoft’s cancellation confirmation email. Once an Xbox purchase has already been billed or shipped and cannot be canceled, use the Xbox refund webform instead.
Return Xbox hardware bought from Microsoft
Physical Xbox products bought from Microsoft, including controllers, hardware, accessories, virtual reality headsets, and packaged software, use the Microsoft Store return process instead of the digital Xbox refund form.
Go to your Microsoft account Order history, find the item, and select Request a return. Follow the on-screen instructions to get a prepaid shipping label, then send the product back.
Microsoft issues the refund after receiving the item and finding it eligible. Eligible physical products have up to 60-day returns in eligible markets, and Microsoft expects the product to be in like-new condition with original packaging, parts, and documentation.
If this method fails because Request a return is missing, online returns are unavailable in your market, the label expired, or the item never arrived, contact Microsoft Store Sales support instead.
Cancel an unredeemed Microsoft gift card
Digital Microsoft gift cards bought online from Microsoft are refundable only when they have not been redeemed and are within 14 days of purchase.
Sign in to the Microsoft account gift card history page. If you land on a gift card merchandise page, select Gift card history, sign in, then select Gift card history again.
Find the gift card, select Cancel, then choose Confirm. This does not apply to physical gift cards bought in a store or to codes for products such as Office or Xbox.
Use Xbox Support chat for blocked routes
The most common cause for needing chat is that the self-service route is blocked or you are not sure which Microsoft page applies.
Open Xbox Support Contact us or a relevant Xbox Support refund help page. Select Start a chat under Chat with our support virtual agent.
Ask about the refund issue and follow the routing to the refund webform, Order history, Sales support, or the available contact option.
The virtual agent routes support issues; it does not guarantee a refund approval inside chat. Microsoft retired the Xbox 360 Store and Xbox 360 Marketplace on July 29, 2024, so use the current Xbox Support and Microsoft account refund paths instead.
Frequently Asked Questions
Can I get a refund for an Xbox game I already played?
Microsoft’s usual eligibility is tied to refund requests within 14 days and no significant play or use, so heavy use affects approval.
Where do Xbox refunds go after approval?
Microsoft shows the refund status in Xbox or Microsoft account Order history. After Microsoft issues it, your payment provider needs a few days to process it.
Can Microsoft refund an Xbox item bought from another retailer?
No. For purchases from non-Microsoft retailers or app stores, use that seller’s customer-support or refund process.
Do work or managed Microsoft accounts use the same refund path?
Not always. Work-account Microsoft Store physical-device orders use Microsoft 365 admin center order tools or work-account order history instead of the normal consumer route.
