You can request a refund through your Xbox account within 14 days of purchase, but the process depends on whether you've played the game and how you bought it

Xbox allows refunds on games, add-ons, and in-game purchases through your Microsoft account. The window is 14 days from the date of purchase, and you must not have played the game for more than two hours. If both conditions are met, you can submit a refund request online without contacting support first. Microsoft will review your request and either approve it or deny it — there is no may provide, and the company reserves the right to refuse refunds if it suspects abuse.

The refund goes back to the payment method you used: your Microsoft account balance, credit card, or PayPal, depending on how you paid. Processing takes a few business days. If you bought the game through a retailer (a physical gift card, for example) rather than directly from Microsoft, you may need to contact that retailer instead.

Key Takeaways

  • You have 14 days from purchase to request a refund, and you must have played for fewer than two hours total.
  • Submit your refund request through your Xbox account settings under "Purchase history" — you do not need to call support first.
  • The refund returns to your original payment method and takes a few business days to appear.
  • If Microsoft denies your request, you can appeal once, but the decision is final after that.
  • Games bought through third-party retailers or as physical gift cards follow that retailer's refund policy, not Xbox's.

How to submit a refund request through your Xbox account

Go to account.microsoft.com and sign in with the account that made the purchase. Click on "Your info" or "Account" in the left menu, then select "Purchase history" or "Order history." Find the game you want to refund in the list. Click on it, and you should see a "Request a refund" button or link. Click that button.

You will be asked to choose a reason for the refund from a dropdown menu. Common options include "I didn't mean to purchase this," "The product doesn't work as expected," or "I'm not satisfied with this product." Select the reason that best matches your situation. Be honest — Microsoft reviews these reasons, and selecting a false reason can result in your refund being denied or your account being flagged for future refund abuse.

After you submit, you will see a confirmation message. Microsoft will review your request within a few business days. You can check the status of your refund request by going back to your purchase history and looking for the game — it should show "Refund pending" or "Refund approved." If approved, the money will return to your original payment method within a few more business days.

What happens if your refund request is denied

Microsoft denies refund requests most often when you have played the game for more than two hours, when more than 14 days have passed since purchase, or when the company suspects the refund is part of a pattern of abuse. If your request is denied, you will see a message explaining why. You have one opportunity to appeal the decision by submitting additional information or context.

To appeal, go back to your purchase history, find the denied refund, and look for an "Appeal" or "Request review" option. Explain your situation clearly — for example, if you played for 2.5 hours and discovered a game-breaking bug, say that. Microsoft will review your appeal, but the final decision is binding. If the appeal is also denied, you cannot request another refund for that purchase.

Refunds for add-ons and in-game purchases

Add-ons, season passes, and in-game currency follow the same 14-day, two-hour rule. However, in-game currency (like Microsoft Points or game-specific coins) is treated differently by some games. If you bought currency but have not spent it, you can usually refund it. If you have spent the currency on items within the game, the refund may be denied because you have "consumed" the product.

Battle passes and cosmetic items are refundable under the same terms, but some games have their own refund policies that override Xbox's standard policy. Check the game's store page or support site to see if there are additional restrictions. For example, some games allow only one refund per season or per account.

What to do if you bought the game from a retailer or received it as a gift

If you purchased the game through a third-party retailer — such as Amazon, Best Buy, or a physical Xbox gift card — you will need to contact that retailer for a refund, not Microsoft. Xbox's refund policy applies only to purchases made directly through the Microsoft Store or Xbox app.

If the game was a gift, you can still request a refund through your Xbox account as long as you meet the 14-day and two-hour requirements. The refund will go to the account that received the gift, not to the person who bought it. If you want to return the game to the original purchaser instead, you will need to contact them and ask them to request the refund from their own account.

Refunds for Game Pass games and free-to-play titles

Game Pass games cannot be refunded because you do not own them — you are paying a subscription to access them. If you are unhappy with a Game Pass game, you can simply uninstall it and play something else in the catalog. If you want a refund on your Game Pass subscription itself, that follows different rules and depends on how long you have had the subscription.

Free-to-play games also cannot be refunded because you did not pay for the base game. However, if you purchased in-game currency or a battle pass within a free-to-play game, you can refund that purchase under the standard 14-day, two-hour rule.

How to avoid needing a refund

Before you buy a game, check user reviews on the Xbox Store, Metacritic, or YouTube to see how it performs on your console. Read the system requirements to make sure your Xbox model can run it. If you are unsure, watch gameplay footage or read reviews from players who have the same console as you.

If you are concerned about a purchase, you can also check the game's refund policy on its store page. Some publishers list restrictions or special rules. After you buy, keep track of your playtime — Xbox shows your total playtime for each game in your profile. If you are approaching two hours and are still unsure whether you like the game, you can request a refund before you cross that threshold.

Frequently Asked Questions

Can I refund a game if I've played it for exactly two hours?

No. The limit is fewer than two hours, which means two hours or more will disqualify you. Xbox tracks playtime automatically, so if your total playtime is 2:00 or higher, your refund request will likely be denied. Check your playtime before submitting.

What if the game won't install or crashes every time I launch it?

You can still request a refund under the standard terms, but mention the technical issue in your reason. If the game is genuinely broken, Microsoft may approve your refund even if you have played slightly over two hours. Describe the problem clearly when you submit your request.

How long does it take to get my money back?

Approval usually takes a few business days, and the refund itself takes another few business days to appear in your original payment method. If you paid with a credit card, it may take up to 10 business days total. If you paid with Microsoft account balance, it is usually faster.

Can I refund a game more than once?

You can refund the same game title only once per account. If you refund it and then buy it again later, you can request another refund on that new purchase if you meet the terms. However, if Microsoft suspects you are using refunds to play games for free repeatedly, it may restrict your refund access.

What if I bought the game on sale — do I get back the sale price or the full price?

You get back the amount you actually paid, which is the sale price. Refunds are based on your receipt, not the original list price.