Where to request a Microsoft refund

Microsoft handles refunds through your account settings, not through a phone line or email inbox. The fastest route is to sign into your Microsoft account, go to your order history, and request a refund directly from the order details page. Microsoft processes most refund requests within 5 to 10 business days if you meet their return window — which varies by product type.

If you cannot find the order in your account history, or if the refund button is not available, you will need to contact Microsoft Support. They have a live chat option (available during business hours) and an email support channel. Have your order number ready — it appears in your confirmation email and in your account under "Order history".

The refund method depends on how you paid. If you used a credit or debit card, the money goes back to that card. If you paid through PayPal, the refund goes to your PayPal account. If you used Microsoft account balance (store credit), the refund returns as store credit.

Key Takeaways

  • Microsoft refunds are requested through your account settings under order history, not by calling or emailing first.
  • The return window is 30 days for most digital products and software, but 14 days for some subscriptions and in-app purchases.
  • Refunds process to your original payment method within 5 to 10 business days, though your bank may take an additional 3 to 5 days to post the credit.
  • If the refund button is missing from your order, contact Microsoft Support with your order number and the reason for the return.
  • Refunds for Game Pass, Microsoft 365, and Xbox subscriptions follow different rules depending on whether you are within the return window and whether you have used the service.

Return windows by product type

Digital games and software (including one-time purchases through the Microsoft Store) have a 30-day return window from the date of purchase. This applies to games you buy for Xbox, PC, or mobile devices. You can request a refund even if you have downloaded or started the game, as long as you are within the 30 days.

Subscriptions (Game Pass, Xbox Game Pass for PC, Xbox Live Gold) have a 14-day return window. If you cancel within 14 days of your first charge, you get a full refund. After 14 days, you can cancel the subscription, but you will not receive a refund for the current billing period — only future charges will stop.

In-app purchases (items bought inside a game or app) have a 14-day window. This includes cosmetics, battle passes, and virtual currency. Some in-app purchases cannot be refunded if they have been consumed or used.

Hardware (Xbox consoles, Surface devices, controllers) sold through the Microsoft Store has a 30-day return window, but the item must be in resalable condition. If you have opened the box, used the device, or damaged it, Microsoft may deny the return or deduct a restocking fee.

How to request a refund through your account

Sign into your Microsoft account at account.microsoft.com. Click "Your info" or "Billing" depending on your account layout, then look for "Order history" or "Purchases". Find the order you want to return and click on it to open the details.

If the order is within the return window, you will see a "Request a refund" button or link. Click it and select the reason from the dropdown menu. Microsoft asks why you want the refund — common reasons include "I changed my mind", "The product did not work as expected", or "I purchased this by mistake". Be honest but brief; you do not need to write a long explanation.

After you submit the request, you will see a confirmation message. Microsoft will review your request and send you an email within 24 to 48 hours. Most requests are approved automatically if you are within the return window. If your request is denied, the email will explain why — usually because you are outside the return window or because the product has been heavily used.

Once approved, the refund is processed to your original payment method. Check your bank or PayPal account 5 to 10 business days later. If you do not see the refund after 10 business days, contact Microsoft Support with your refund confirmation number.

Contacting Microsoft Support for refunds

If you cannot find the refund button in your order history, or if your refund request was denied, you can contact Microsoft Support. The fastest option is live chat through the Microsoft Support website — search for "Microsoft Support" and select your product (Xbox, Microsoft Store, Microsoft 365, etc.). Live chat is available Monday through Friday, 9 a.m. to 9 p.m. Eastern Time, and Saturday and Sunday, 10 a.m. to 6 p.m. Eastern Time.

Have these details ready before you chat: your order number, the date of purchase, the product name, and the reason you want a refund. If your refund was already denied, have the denial email open so you can reference it.

Email support is slower but available 24/7. Go to the Microsoft Support page for your product and select "Email support". You will be asked to describe the issue and provide your order number. Response times are typically 24 to 48 hours, but can stretch to several days during high-volume periods.

What happens if your refund is denied

Microsoft denies refunds most often because the order is outside the return window, or because the product has been heavily used or consumed. If you purchased a game 45 days ago, you are outside the 30-day window and a refund is unlikely. If you bought Game Pass 20 days ago but have played games every day, Microsoft may still approve the refund because subscriptions have a 14-day window, but the approval is not may provide.

If your refund is denied, ask Microsoft Support why in your response email. Some denials are mistakes — for example, if the system miscalculated your purchase date. If the reason is legitimate (you are outside the window), you have no further recourse with Microsoft. The refund policy is final.

If you believe the denial was an error, you can request a one-time exception through Microsoft Support. Explain your situation clearly — for example, "I purchased this on [date] and requested a refund on [date], which should be within the 30-day window." Microsoft occasionally makes exceptions for customers who are just barely outside the window or who have a legitimate complaint about the product. There is no may provide, but it is worth asking.

Refunds for subscriptions and recurring charges

If you have an active subscription (Game Pass, Microsoft 365, Xbox Live Gold), you can cancel it at any time. Cancellation stops future charges when ready, but does not refund the current billing period. For example, if you pay $10.99 per month and cancel on the 15th of the month, you keep access until the end of that month, but you do not get a refund for the $10.99 you already paid.

The exception is the 14-day return window. If you started a subscription fewer than 14 days ago and have not used it much, you can request a full refund of that first charge. Go to your account, find the subscription in your order history, and click "Request a refund". Microsoft will ask why you want the refund. Select "I changed my mind" or "I do not want this subscription anymore".

After 14 days, you can only cancel the subscription, not refund it. To cancel, go to your account settings, find the subscription under "Subscriptions" or "Recurring billing", and click "Cancel subscription" or "Manage". The subscription will end at the next billing date, and you will not be charged again.

Refunds for Game Pass and Xbox services

Game Pass and Xbox Game Pass for PC follow the same 14-day return window as other subscriptions. If you subscribed fewer than 14 days ago, you can request a full refund of your first month. After 14 days, you can cancel but not refund.

Xbox Live Gold (the online multiplayer service) also has a 14-day return window for new subscriptions. If you bought a 12-month Gold membership and want to cancel, you can request a refund only if you are within 14 days of purchase. After that, you can cancel the membership, but the remaining months are not refunded.

If you purchased Xbox Game Pass Ultimate (which bundles Game Pass, Game Pass for PC, and Xbox Live Gold), the 14-day window applies to the entire bundle. You cannot refund just one part of it.

Frequently Asked Questions

How long does a Microsoft refund take?

Microsoft processes the refund within 5 to 10 business days after approval. Your bank or payment provider may take an additional 3 to 5 business days to post the credit to your account. In total, expect 8 to 15 business days from approval to the money appearing in your account.

Can I get a refund if I used the product?

Yes, for digital games and software within the 30-day window, even if you downloaded or played them. For subscriptions, you can get a refund within 14 days even if you used the service. For in-app purchases, it depends on whether the item was consumed — cosmetics can usually be refunded, but used currency or consumable items cannot.

What if I paid with a gift card or Microsoft account balance?

The refund goes back to your Microsoft account as store credit. You can use it to buy anything else in the Microsoft Store, or you can contact Microsoft Support to request that the credit be converted back to your original payment method (though this is not always possible).

Can I return a physical product I bought from Microsoft?

Physical hardware (Xbox consoles, Surface devices, controllers) sold through the Microsoft Store can be returned within 30 days if it is in resalable condition. The box must be unopened or minimally opened, and the device must not be damaged or heavily used. If you have used it, Microsoft may deny the return or charge a restocking fee.

What if Microsoft's system shows my order but no refund button appears?

This usually means the order is outside the return window, or it is a type of product that cannot be refunded through the self-service button. Contact Microsoft Support with your order number and ask them to review it. They can sometimes process refunds that the automated system will not allow.