How to request Xbox refunds for games and subscriptions

For digital game refunds, users must go to Xbox Support's "Request a refund for digital games" page online, sign in, select the eligible purchase, choose "Request a refund," provide a reason and submit. If the refund is approved and processing begins, access to the game will be removed.

Xbox typically issues refunds for digital games if the request is within 14 days of purchase and the player has not accumulated a "significant amount" of playtime, though Microsoft does not specify an exact hour count. Game refund requests may be submitted within 90 days of purchase, but not all are accepted, and Microsoft can limit the number, type or monetary value of refunds per purchaser per year.

The policy covers Microsoft Store digital game offers, Xbox apps excluding movie and TV apps, digital gaming bundles, durable game content and some consumable content. Most in-game consumables and virtual currency are non-refundable once purchased or used. Digital game pre-orders can be canceled through order history up to 10 days before launch; after billing occurs, a refund request may be needed.

For subscriptions, turning off recurring billing stops future charges while keeping the subscription active until the paid period ends. A refund for the most recent payment may qualify within 30 days of initial purchase or before the first recurring billing date, whichever comes first. The most recent recurring charge may also qualify if cancellation occurs within 30 days of payment, but Microsoft limits this to one time per account for each subscription product. Eligible users can choose to cancel immediately with a refund. Prepaid codes follow the retailer's return policy, and some countries provide additional prorated refund rights.

Refund requests themselves can take up to 72 hours to process. Once issued, money generally returns to the original payment method within three to five business days, though the bank or payment provider may take longer. Microsoft advises customers to allow several days for the payment provider to process an issued refund. If a request is denied, users can appeal by replying to the email with the decision, but cannot submit the same refund request again through the refund page.