Returning items you bought from Microsoft for exchange or refund
If you purchased a product from Microsoft, you may be able to request a refund, exchange or a return.
Digital goods like apps, games, add-on content, subscriptions, movies, TV shows, and books aren't returnable unless the offer for applicable law states that you're eligible for a refund.
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You can request a refund on your Xbox order history page.
Open Order history -
Select the relevant item and choose Request a refund.
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Provide the reasons for your request and select Next.
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If everything is correct, select Submit.
When you request a refund, it may take 72 hours to process the request. We'll contact you with updates, or you can check the Refund status tab.
Notes:
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Single items from within a bundle cannot be returned.
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In Australia, this return information does not affect any remedy you may have under the Australian Consumer Law. Please refer to Microsoft and the Australian Consumer Law for details of your rights under the Australian Consumer Law.
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If you see we've issued the refund, but the money hasn't been credited back to your payment provider, please wait a few days. Refunds are generally processed within 3–5 business days and are applied to the original payment option.
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Digital gift cards and service/subscription cards may also be eligible for return. For detailed info about the return and refund policy, see Microsoft Terms of Sale.
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Microsoft will not accept returns of purchases of Microsoft products or other products purchased from another retailer.
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Microsoft is not responsible for any games and/or storage devices left in a returned product.
Items that may be eligible for a return, refund, or exchange include physical goods like a Surface, Xbox controller, virtual reality headset, or packaged software.
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You can request a return or exchange on your Microsoft account Order history page.
Open Order history -
Find the relevant item and select Request a return.
Tip: If you don’t see Return information, your item may not be eligible for a return.
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Follow the instructions on the screen to get a prepaid shipping label for the return.
Note: If you can't get a prepaid shipping label for the return, contact support.
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When we receive your item and find it eligible for a return, we’ll either ship you a replacement or issue you a refund. When you make a qualifying return, we'll credit the full amount, less the original shipping and handling charges.
Notes:
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If you purchased a product from another organization, contact them to inquire about returns or refunds.
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If you see we've issued the refund, but the money hasn't been credited back to your payment provider, please wait a few days. Refunds are generally processed within 3–5 business days and are applied to the original payment option.
-
Single items from within a bundle cannot be returned.
-
In Australia, this return information does not affect any remedy you may have under the Australian Consumer Law. Please refer to Microsoft and the Australian Consumer Law for details of your rights under the Australian Consumer Law.
-
For detailed info about the return and refund policy, see Microsoft Terms of Sale.
More help
If you want to cancel a Microsoft subscription or free trial subscription, including Xbox Live and Microsoft 365, see Cancel or turn off recurring billing on a Microsoft subscription.
Notes:
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If you purchased a product or service from another organization, contact them to inquire about returns or refunds.
-
Digital gift cards and service/subscription cards may also be eligible for return. For detailed info about the return and refund policy, see Microsoft Terms of Sale.
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