When Xbox will refund a game you bought

Xbox refunds games through the Microsoft Store, but only under specific conditions. You can request a refund within 14 days of purchase if you have played the game for less than two hours total. Microsoft handles the refund itself — you do not contact the game publisher. The money goes back to the payment method you used (your credit card, debit card, or Microsoft account balance), usually within 5 to 10 business days.

If you bought the game more than 14 days ago, or if you have played it for more than two hours, you are outside the standard refund window. You can still request one, but Microsoft will review it and may deny it. The 14-day, two-hour rule is firm for automatic refunds, but exceptions exist for games that do not work on your console or for games with major bugs at launch.

Games purchased on Xbox Game Pass (the subscription service) cannot be refunded because you do not own them — you are paying for access. If you want to stop paying for Game Pass, you cancel the subscription instead.

Key Takeaways

  • You have 14 days from purchase and must have played less than two hours to request a standard refund through the Microsoft Store.
  • Refunds go back to your original payment method and take 5 to 10 business days to appear.
  • Games played over two hours or purchased more than 14 days ago can still be refunded, but Microsoft reviews each request and may deny it.
  • You request the refund directly from Microsoft through your Xbox account, not from the game publisher or a store.
  • Games on Xbox Game Pass cannot be refunded because you subscribe to them rather than own them.

How to request a refund on Xbox console or the web

Start by going to your Xbox account online at account.microsoft.com or through the Settings menu on your console. On the web, sign in, then go to your purchase history. On console, open Settings, select Account, then Order History. Find the game you want to refund in the list.

Click or select the game, then look for a "Request a refund" button or link. Click it. Microsoft will ask you why you want the refund — choose the reason that matches your situation (you did not like it, it does not work, you bought it by mistake, or another reason). Be honest here; Microsoft reviews the reason you give.

After you submit the request, Microsoft sends you a confirmation email. The refund is not automatic — a person at Microsoft reviews it within a few days. If you are within 14 days and under two hours played, it will almost always be approved. You will get another email when the refund is processed, and the money will return to your original payment method.

What happens if your refund request is denied

If Microsoft denies your refund, the email will say why. The most common reason is that you played the game for more than two hours, or more than 14 days have passed since you bought it. If the denial seems wrong — for example, if you believe the game has a serious bug or does not run on your console — you can request a review.

To request a review, reply to the denial email or go back to your order history and submit another request with more detail. Explain what is actually wrong: the game crashes on startup, it is unplayable on your console model, or you discovered a major issue after the first hour. Microsoft is more likely to approve a second request if you give a specific technical problem rather than just saying you did not like it.

If Microsoft denies the refund a second time, that is usually final. At that point, your only other option is to contact Xbox Support directly through the Xbox app or website to ask if there is anything else they can do, but a second denial is rarely overturned.

Refunds for games with problems or bugs

If a game does not work on your Xbox console or has serious bugs that make it unplayable, you can request a refund even if you are past 14 days or have played more than two hours. When you submit the request, explain the specific problem in the reason field: "Game crashes every time I try to load a save" or "Game will not launch on Xbox Series X" are much stronger reasons than "I did not like it."

Include any details that help Microsoft understand the issue. If the game worked fine for the first few hours and then started crashing, say that. If it never worked at all, say that. Microsoft is more likely to approve these refunds because the problem is on the game's side, not because you changed your mind.

For games that are completely broken at launch, Microsoft sometimes issues refunds to all players automatically, but this is rare. Most of the time you have to request it yourself.

How to avoid needing a refund

Before you buy a game, check the store page for system requirements and read the reviews from other Xbox players. The Microsoft Store shows you the console versions the game runs on (Xbox One, Xbox Series X, Xbox Series S) and whether it is optimized for newer consoles. If reviews mention crashes or bugs, that is a sign to wait for a patch or skip the game.

If you are not sure whether you will like a game, check whether it is on Xbox Game Pass first. Game Pass includes hundreds of games you can play for a monthly fee, so you can try a game without buying it. If you like it, you can buy it later. If you do not, you just stop playing it.

For games you do buy, keep track of your playtime. The Microsoft Store shows you how many hours you have played each game. If you are close to two hours and still deciding whether to keep it, request the refund sooner rather than later — you have 14 days from purchase, so do not wait until day 13.

Refunds for pre-orders and early access games

Pre-orders follow the same 14-day, two-hour rule, but the clock starts when the game actually releases, not when you pre-order it. If you pre-order a game three months early and then request a refund one week after release, you are still within the 14-day window.

Early access games (games still in development that you can play before the full release) also follow the same rule. The two-hour limit applies to your total playtime in the early access version, so if you play 90 minutes in early access and then another 90 minutes after the full release, you have used up your two hours and a refund will likely be denied.

Refunds for DLC and add-ons

DLC (downloadable content) and in-game add-ons like cosmetics, battle passes, or expansion packs can be refunded under the same 14-day, two-hour rule. The two-hour timer is based on when you bought the DLC, not on your total playtime in the base game. If you buy a cosmetic skin and then play the game for 10 hours, you can still refund the skin as long as you do it within 14 days of buying it.

Some DLC cannot be refunded if it has been used or consumed — for example, if you bought a one-time battle pass and already completed some of it, Microsoft may deny the refund. Check the DLC page before you buy to see whether it is refundable.

Frequently Asked Questions

Can I refund a game I bought on a disc?

No. Refunds only work for games you bought digitally through the Microsoft Store. Physical discs are handled differently — you would need to return them to the retailer you bought them from (Best Buy, GameStop, Amazon, etc.) within that retailer's return window, which is usually 30 days.

What if I bought the game as a gift?

If someone gave you a game code or sent it to your account as a gift, you can still request a refund the same way. The 14-day, two-hour rule applies from the day you redeemed the code, not from the day the person bought it. Refunds go back to the original buyer's payment method, not to you.

How long does it actually take to get my money back?

Microsoft says 5 to 10 business days, but it is often faster — many refunds appear within 2 to 3 days. If you paid with a credit or debit card, your bank may take an extra day or two to process it. If you paid with Microsoft account balance (store credit), the money appears when ready.

Can I refund a game if I used Game Pass to play it first?

Yes. Playing a game on Game Pass does not count toward your two-hour limit for refunds. If you play a game for 10 hours on Game Pass, then buy it, you still have a fresh two-hour window for a refund on the purchase.

What if the game is on sale and I want to wait for a lower price?

You cannot use refunds as a price-matching tool. If you buy a game at full price and then it goes on sale a week later, Microsoft will not refund the difference. Your only option is to refund the game entirely and buy it again at the sale price, but you have to do this within 14 days and under two hours played.