Microsoft's refund window and what it covers

Microsoft allows refunds on Xbox games, add-ons, and in-game purchases within 14 days of purchase if you have not downloaded or heavily used the item. The refund request goes through your Microsoft account, not through Xbox support chat — you initiate it yourself on the order history page. If you bought the item more than 14 days ago, or if you have already downloaded and played it substantially, Microsoft will usually deny the request, though you can still submit one and explain your reason.

The 14-day window is firm for most purchases. However, if the game or add-on is genuinely broken — crashes on launch, will not install, or has a game-breaking bug that makes it unplayable — you may be able to request a refund outside the window. Microsoft reviews these cases individually, so the outcome is not may provide. Cosmetic items, battle pass content, and season passes follow the same rules as games: 14 days, no heavy use.

Refunds go back to your original payment method. If you paid with a gift card, the money returns to your Microsoft account balance. If you paid with a credit or debit card, it returns to that card's issuer, though the card company may take a few business days to post it.

Key Takeaways

  • You have 14 days from purchase to request a refund through your Microsoft account order history, and the item must not be downloaded or heavily used.
  • Refunds for games you have already played substantially will be denied unless the game is broken or unplayable.
  • If you paid with a gift card, the refund goes back to your Microsoft account balance; if you paid with a card, it goes back to your card issuer.
  • Broken games or add-ons may be refunded outside the 14-day window, but Microsoft reviews each case and does not may provide approval.
  • Once a refund is approved, your access to the game or add-on is removed from your account immediately.

How to request a refund through your Microsoft account

Log into your Microsoft account on a web browser (not the Xbox app) and go to your order history. Find the purchase you want to refund and select "Request a refund." You will see a dropdown menu asking why you want the refund — choose the reason that matches your situation. The options usually include "I no longer want this," "The product does not work as expected," or "I did not mean to purchase this."

After you select a reason, Microsoft shows you whether the refund is likely to be approved based on the 14-day rule and download status. If it says the refund is may be able to access, you can submit the request immediately. If it says ineligible, you can still submit it with an explanation, but approval is less certain. Microsoft then reviews your request, usually within 24 to 48 hours, and sends you an email with the decision.

Do not delete the game or add-on from your device before requesting the refund — Microsoft checks whether you have downloaded it, and deleting it after purchase does not reset that flag. If the refund is approved, your access is removed automatically, and you will not be able to play or use the item anymore.

What happens if Microsoft denies your refund request

If your refund request is denied, you receive an email explaining why. Most denials cite the 14-day window or heavy use of the product. You can submit a second request with additional information — for example, if the game crashes on every launch, describe that in the second request and explain why you believe it is broken rather than simply unwanted.

If Microsoft denies the second request, you have limited options within Xbox itself. However, if you paid with a credit or debit card, you can contact your card issuer and dispute the charge as a defective product or unauthorized purchase. This is a last resort and may result in Microsoft restricting your account, so use it only if you believe the denial was unfair and the game is genuinely unplayable.

If you bought the item as a gift for someone else, that person cannot request the refund — only the account that made the purchase can. If the gift recipient wants a refund, they would need to contact Microsoft support and explain the situation, though approval is unlikely.

Refunds for Game Pass and subscription services

Game Pass subscriptions follow different rules than individual game purchases. If you subscribed to Game Pass and want to cancel, you can do so at any time, and your subscription ends on the date it would normally renew. You do not receive a refund for the current billing period — you simply stop paying going forward.

If you were charged for Game Pass by mistake — for example, you cancelled but were still billed — you can request a refund for that specific charge through your order history, just as you would for a game. Microsoft usually approves these refunds if the charge occurred within the last 60 days and you can show that you cancelled the subscription.

Xbox Game Pass Ultimate includes Xbox Live Gold, cloud saves, and access to hundreds of games. If you want to stop paying but keep your account active, you can downgrade to Xbox Live Gold alone, which costs less. This is not a refund, but it reduces your ongoing cost.

Refunds for in-game purchases and virtual currency

In-game purchases — cosmetics, battle passes, loot boxes, and other items bought inside a game — are refundable under the same 14-day rule as games themselves. However, some games have their own refund systems built in. For example, Fortnite allows you to refund cosmetics directly through the game client without going through Microsoft, and you get a limited number of refunds per year.

If a game has its own refund system, use that first — it is usually faster and does not count against your Microsoft account refund history. If the game does not have one, or if you have already used your in-game refunds, you can request a refund through Microsoft for the purchase itself.

Virtual currency — Microsoft Points, Robux, V-Bucks, or other game-specific currency — is almost never refundable once purchased, even within 14 days. The currency itself is considered consumed the moment you buy it. If you spent that currency on an item and want to refund the item, you may be able to refund the item itself, but not the currency you used to buy it.

Refunds for pre-orders and early access games

Pre-orders are refundable up to the release date if you have not downloaded the game. Once the game releases and you download it, the 14-day refund window begins. If you pre-ordered a game, did not download it before release, and now want a refund, you can request one as long as you are still within 14 days of your original purchase date.

Early access games — titles still in development that you can play before the official launch — are treated as full purchases for refund purposes. The 14-day window applies from the moment you buy access, not from the official release date. If you buy early access, download it, play it for a week, and then decide you do not like it, you are outside the refund window.

Some early access games have a money-back may provide if you are not satisfied within a certain period. Check the game's store page before you buy to see if the developer offers this. If they do, that may provide is separate from Microsoft's refund policy and may allow a refund even after 14 days.

How to avoid refund problems before they happen

Read the game's store page carefully before you buy. Look at the system requirements, the description, and the reviews. If the game requires an internet connection and you have unreliable internet, or if it requires a specific controller and you do not have one, that is not grounds for a refund — Microsoft considers those your responsibility to check.

If you are buying a game for someone else as a gift, make sure they actually want it before you purchase. Once you buy it, only your account can request a refund, and the recipient cannot get their money back if they do not like it. Consider buying a gift card instead, which lets the recipient choose.

Do not download a game immediately if you are unsure about it. The 14-day window starts from purchase, not from download, so if you wait a week before downloading, you only have 7 days left to request a refund. If you think you might want a refund, request it before you download.

Frequently Asked Questions

Can I get a refund if I played the game for more than an hour?

Microsoft does not have a strict playtime limit like Steam does. Instead, they look at whether you have "heavily used" the product. Playing for an hour or two is usually not considered heavy use, but playing for several hours or days likely is. If you request a refund after significant playtime, Microsoft will probably deny it, though you can still submit the request and explain your reason.

What if I bought the game on sale and the price dropped further?

Price drops are not grounds for a refund. If you bought a game for $40 and it goes on sale for $20 a week later, you cannot refund it just to buy it again at the lower price. However, if you bought it within the last 14 days and have not downloaded it, you can refund it for any reason and then repurchase it at the new price.

Do I lose my progress and achievements if I get a refunded game?

Yes. Once a refund is approved, the game is removed from your account and you lose access to it. Your save data and achievements are deleted. If you repurchase the game later, you start from scratch. Some games store progress in the cloud, so if you buy the game again on a different account, that account will not have your old progress.

Can I refund a game I bought with Xbox Game Pass?

You cannot refund games that came with Game Pass — they are part of your subscription, not a purchase. If you want to stop playing a Game Pass game, you simply stop playing it. If you want to stop paying for Game Pass, you cancel the subscription. You do not get a refund for the subscription period you already paid for.

How long does a refund take to show up in my account?

Microsoft usually approves or denies a refund request within 24 to 48 hours. If approved, the money goes back to your original payment method. If you paid with a card, the card issuer may take 3 to 5 business days to post the refund. If you paid with a Microsoft gift card, the balance appears in your account within a few hours.