If a recent Xbox purchase didn’t meet your expectations, Microsoft allows you to request a refund for digital purchases, but approval is not guaranteed.
Microsoft notes on its site that refund requests are not automatically approved, particularly when submitted more than 14 days after purchase. That 14-day window is the primary deadline for most refund requests.
Basic requirements for Xbox refunds
If your purchase is less than 24 hours old, you must have the order number to submit a refund request. If you can’t find the order number immediately, Microsoft recommends waiting a few hours and checking the purchase history again to see if the order appears.
The refund request must be made from the account that completed the purchase. Purchases made on another person’s account cannot be refunded to your account; the request will only show up when you are signed in with the same account used to buy the item. If you no longer have access to that account, you will need to contact your bank or credit-card issuer to pursue a refund through your financial institution.
Pre-orders and account balance purchases
For pre-orders, you do not need to request a refund. Instead, cancel the pre-order and the charge will be reversed automatically if the amount has already been billed. To cancel a pre-order:
- Open your order history;
- Find the pre-ordered item;
- Click “Cancel item.”
However, if you paid with your Microsoft account balance, you must submit a refund request to Xbox to recover those funds.
Physical products, gifts and special situations
If your purchase was for a physical product—such as a controller or a boxed game—Microsoft advises returning or exchanging the item through the appropriate channels for physical goods.
If you bought a game as a gift (for example, Cyberpunk 2077) and the recipient redeems the code, you cannot obtain a refund even if redemption occurs within the 14-day window. To preserve the option for a refund, contact the recipient immediately and ask them not to redeem the code.
Subscriptions and cancellations
Subscription cancellations are handled through the Microsoft account page. If a refund is available for a canceled subscription, the option will be presented during the cancellation process. To cancel a subscription and check for refund eligibility:
- Go to “Services & subscriptions”;
- Next to the subscription you want to cancel, click “Manage”;
- Under “Payment & billing,” choose “Cancel”;
- If eligible, the refund option will appear automatically.
When none of the categories apply
If your situation doesn’t fit the standard categories or you need to explain exceptional circumstances, complete this form to request a refund. Provide a detailed description of the issue and have your order number ready when submitting the form.
