Where to request a refund depends on where you bought the game

The store or platform that sold you the game is the only one that can refund your money. If you bought it on Steam, you request the refund from Steam. If you bought a physical copy at Best Buy, you go back to Best Buy. If you bought it on PlayStation Network, you contact Sony. Each platform has its own refund policy, time limits, and process — and they are not the same.

The first step is finding your receipt or order confirmation. You will need the order number, the date you purchased it, and proof of payment. If you bought it digitally, check your email for a confirmation from the platform. If you bought a physical copy, look for your receipt or credit card statement.

Key Takeaways

  • Steam, PlayStation Network, Xbox, and Nintendo each have different refund windows — Steam allows 14 days and under 2 hours of play, while PlayStation allows 14 days but may deny refunds after download.
  • Physical game copies from retailers like Best Buy or GameStop usually follow standard return policies of 30 to 60 days with a receipt, though opened games may not be returnable.
  • You must request the refund through the platform or store where you bought it, not through the game publisher or developer.
  • Digital refunds typically process within 5 to 10 business days once approved, while physical returns at a store are usually immediate.

Steam refunds: 14 days and under 2 hours of playtime

Steam allows refunds within 14 days of purchase as long as you have played the game for fewer than 2 hours total. To request one, log into your Steam account, go to your library, right-click the game, select "Properties," and look for the "Support" tab. From there, you can select "I would like a refund" and choose your reason.

Steam will ask whether you want the refund as Steam Wallet credit or back to your original payment method. Wallet credit is instant. Refunds to a credit card or bank account take 5 to 10 business days. If you have played the game for more than 2 hours or it has been longer than 14 days, Steam will usually deny the request, though you can still submit it and explain your situation — Steam reviews edge cases on a case-by-case basis.

PlayStation Network and Xbox refunds: 14 days, but download matters

PlayStation Network allows refunds within 14 days of purchase if you have not downloaded the game. Once you download it, Sony's policy becomes much stricter — they may deny refunds even within the 14-day window. To request a refund, sign into your PlayStation account on the web, go to your purchase history, find the game, and select "Request a Refund." You will need to provide a reason.

Xbox has a similar 14-day window from purchase. You can request a refund through your Xbox account on the web by going to your order history, selecting the game, and choosing "Request a Refund." Like PlayStation, Xbox is more likely to approve refunds if you have not downloaded or played the game yet. Both platforms process approved refunds within 5 to 10 business days.

Nintendo eShop refunds: case-by-case review

Nintendo does not have a standard refund policy like Steam or PlayStation. Instead, you contact Nintendo Support directly and explain why you want a refund. Nintendo reviews each request individually and may approve it or deny it based on your reason and how long ago you purchased the game.

To start the process, visit Nintendo's support website, select your region, and choose "Contact Us." You can chat with support, call, or submit a ticket. Have your order number and receipt ready. Response times vary, but Nintendo typically replies within 1 to 3 business days.

Physical game returns at retail stores

Physical games at retailers like Best Buy, GameStop, and Walmart follow the store's standard return policy, which is usually 30 to 60 days with a receipt. However, most retailers will not accept returns on opened games — the case must be sealed and the game unplayed. Some stores make exceptions if the game is defective, but a change of mind usually does not may have access to.

Bring your receipt and the unopened game to the store's customer service desk. If you no longer have the receipt, the store may still process a return using your credit card or ID, though you may receive store credit instead of cash. Check your specific store's return policy before you go — policies vary by location and by retailer.

What to do if your refund request is denied

If a platform denies your refund request, you have limited options. You can submit an appeal through the same platform, explaining your situation in detail — mention technical problems, false advertising, or other specific issues rather than simply saying you changed your mind. Some platforms will reconsider on appeal.

If the appeal fails and you believe the platform violated consumer protection laws in your state or country, you can file a complaint with your state's attorney general or consumer protection office, or dispute the charge with your credit card company. Credit card disputes take longer but sometimes succeed where the platform's own appeal process does not. Keep records of all your communications with the platform.

How to avoid needing a refund

Before you buy, watch gameplay videos or read reviews from players who have actually played the game, not just promotional material from the publisher. Check the system requirements if you are buying for PC — a game that does not run on your hardware is not returnable just because it will not launch. Look at the user reviews on the platform where you are buying; they often mention bugs, performance problems, or misleading descriptions.

If you are unsure about a game, wait for a sale or a free trial period if one is available. Many platforms offer free weekends or demos. On Steam, you can also add a game to your wishlist and wait — Steam will notify you of price drops, and you may find the game cheaper later or bundled with others.

Frequently Asked Questions

Can I get a refund if I played the game for more than 2 hours on Steam?

Steam's standard policy requires under 2 hours of playtime, but you can still submit a request and explain your situation. Steam reviews requests that fall outside the policy on a case-by-case basis. Mention specific problems like bugs, performance issues, or misleading descriptions rather than simply saying you did not like it.

What if I bought a game as a gift and the person who received it wants to return it?

The person who received the gift cannot request a refund directly — only the account that purchased it can. The original buyer must request the refund through their own account. Some platforms may deny the refund if the gift was purchased long ago, so the sooner the request is made, the better.

Do I lose my refund if I delete the game from my console?

Deleting the game does not affect your refund request on PlayStation, Xbox, or Nintendo. However, on PlayStation, downloading the game at all makes a refund less likely to be approved. Deleting it afterward does not change that. On Steam, playtime is what matters, not whether the game is currently installed.

Can I refund a game I bought during a sale?

Yes. The refund amount is based on what you actually paid, not the original price. If you bought a game for $10 during a 50% off sale, your refund will be $10, not $20. This applies across all platforms.

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

Most platforms process approved refunds within 5 to 10 business days. Your bank may take an additional 1 to 3 business days to deposit it. If more than two weeks have passed since approval, contact the platform's support team with your refund confirmation number.