Microsoft Store sells both digital and physical items depending on where you live. While it is easy to buy apps and game controllers, users often get confused about how to request a refund on a purchased item on Microsoft Store. In this guide, we explain how to request a refund, how to track your refund request, and also how to cancel subscriptions like Office 365 on Microsoft Store on Windows 10 and 11.
Table of Contents
Microsoft Store Terms of Sale: TLDR Version
Apps and games are digital items that you download onto your Windows 10 and 11 computers. As such, there are some rules that you need to know before you may request a refund.
- Single items that are part of a bundle cannot be returned.
- Games and apps should not be played/used for more than 2 hours across all accounts.
- You must wait one day and have launched the game at least once before claiming a refund. This is to make sure that you have actually tried the product once before returning it.
- Refund must be initiated within 14 days from the day of purchase. Original shipping and handling charges may be deducted from the refunded amount.
- Only apps and games purchased from Microsoft Store can be refunded. You cannot buy a game from Steam, for example, and refund it on Microsoft Store.
- Refunds may take up to 7 days and are returned to the original payment option.
- Customized or personalized products, RAM, gift cards, and clearance items cannot be returned.
- Downloadable content like movies or TV shows, books, season pass, and add-ons are not non-refundable.
You can read more about Microsoft Store’s Terms of Sale. They may have updated it over time.
Request Refund for Microsoft Store Apps and Games
Microsoft Store app on your Windows 10 and 11 cannot be used to initiate a refund. You need to visit the Xbox history page for that.
1. Go to your Microsoft Billing and Orders page. There you will see a list of all your bought apps and games here.
2. Locate the item that you want to refund. Click on Request a refund on the right side of the product. Enter a reason for returning the product. Check the information and then click on Next.
3. Check if the request details are correct and then click on Submit.
Note: If you see a yellow icon near your refund request, it means that your request may or may not get approved. If visible, leave a comment that best explains your situation to improve your chances of a Microsoft Store refund.
Request Refund for Microsoft Store Hardware Items
Microsoft also sells physical products like Xbox controllers, RAM, Xbox, Surface, etc. in its store. You can claim a refund for them too.
1. Go to Microsoft Order and Billing history page. You will see a list of all hardware and physical items that you have ordered so far. Click on Request a return button next to the product that you want to refund.
2. Enter a reason for returning the product and follow the on-screen instructions. Click on Start return.
3. Microsoft will now issue you a prepaid shipping label for the return. Keep it with you until the delivery guy asks for it.
Cancel/Refund Microsoft Store Subscriptions
The steps differ based on what you are subscribed to. If you are subscribed to Microsoft 365, you can either cancel the subscription yourself or use the help of an advocate. Check the above link to find links for advocate live chat based on where you live. He will ask for some account details so keep them ready. You can also request a callback but that’s available in English only for now.
If you are subscribed to Xbox, the process is simple.
1. Go to Microsoft All Subscriptions page and sign in with your Microsoft account.
2. Click on Manage next to the service or subscription that you want to cancel.
3. Click on the Cancel subscription or Upgrade or cancel option at the bottom.
4. Follow the on-screen instructions after that.
Note 1: Depending on the duration of your subscription and your location, you may be entitled to a prorated refund. For example, if you have paid for the entire year in advance, you may receive a refund.
Note 2: If you see Turn on recurring billing instead of Manage option, it means the subscription is already canceled and will be discontinued on the expiry date.
Track Microsoft Store Refund Status
There is nothing else you need to do once you have initiated a refund request. However, if you want to track the refund status of Microsoft Store products, you can do so easily.
Go back to the order Xbox order history page of hardware and games and app pages respectively and find the product that you requested to refund. It should contain a new option called Refund Status or Return Status. Click on the same to track.
One Store to Rule Them All
Microsoft Store is pretty good but still not there yet. Many users prefer Steam for their gaming needs. And products like Surface and Xbox or Xbox controllers are available for sale in several countries outside the USA. Hopefully, that will change in the coming years.
By the way, did you know you can change Microsoft Store’s download location to find content not available in your region? Yup. Learn how now.
