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To refund a Steam game, sign in to the Steam Support account that made the purchase, open Purchases, select the game, identify the problem, choose the refund option, select Steam Wallet or the original payment method when offered, and submit the form. Steam’s normal offer for a game is based on both the purchase date and playtime, but you can still send a request when you fall outside those limits; Valve reviews those cases individually rather than promising approval.
How do I refund a Steam game?
Use Steam Support rather than the store page. The request must be tied to the account and transaction that made the purchase.
- Open Steam Support and sign in to the purchasing account.
- Select Purchases.
- Find and open the game transaction.
- Choose the issue that best describes what happened.
- Select the option to request a refund.
- Choose Steam Wallet or the original payment method if Steam presents both choices.
- Complete the form and submit it.
Steam sends an email confirming that the request was received and another when it has been processed. Keep both messages until the money appears or Steam explains the decision.
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What if the game is missing from Purchases?
A missing transaction can indicate that Steam’s normal request window has passed, but it is not proof that the case cannot be considered. Use the support flow anyway and contact Steam Support if you believe the purchase should still be reviewed. Have the account, approximate purchase date and payment details available so support can locate the transaction.
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The standard Steam game refund rule
For a Steam Store game or software application, Valve’s published offer generally applies when you request the refund within 14 days of purchase and have played for less than two hours. Both conditions normally matter. The policy page was last updated April 23, 2024, and Steam can change its procedures, payment-method availability or eligibility wording, so check the current support page when you file.
These limits are a standard offer, not a ban on asking. Valve states that you may submit a request even when you are outside the 14-day or two-hour conditions and that it will review the circumstances. A request outside the limits is therefore an opportunity for a discretionary review, not an entitlement or a promise of approval.
How Steam counts playtime
The two-hour test concerns the game’s recorded playtime. Leaving a game running, testing it repeatedly or playing through an Early Access period can use up the allowance. If you are deciding whether to keep a new purchase, stop playing as soon as you know there is a problem and submit the request promptly.
Refund rules by purchase type
Do not apply the standard game rule to every Steam transaction. The request window, usage test, condition of the content and person who must request the refund vary by product.
| Purchase type | Request window | Usage or playtime test | Other conditions | Who requests it |
|---|---|---|---|---|
| Games and software applications | Generally within 14 days | Less than two hours played | Requests outside either limit can still be submitted for review | Purchasing account holder |
| Downloadable content (DLC) | Generally within 14 days of purchase | Under two hours in the underlying game since buying the DLC | DLC must not have been consumed, modified or transferred; some irreversible third-party DLC is marked nonrefundable before checkout | Purchasing account holder |
| In-game purchases | Within 48 hours for eligible Valve-developed games | Item must not have been consumed, modified or transferred | Third-party developers may opt in; otherwise Steam does not offer refunds for those items. The checkout notice controls | Purchasing account holder |
| Pre-purchases | Any time before release when the title cannot yet be played | The normal 14-day/two-hour period starts at release | Early Access and Advance Access playtime counts toward the two-hour limit | Purchasing account holder |
| Steam Wallet funds | Within 14 days of adding funds | None of the funds may have been used | The funds must have been bought directly on Steam | Purchasing account holder |
| Renewable subscriptions | Within 48 hours of the initial purchase or automatic renewal | The subscription must not have been used in that billing cycle | Playing included games or using included benefits counts as use | Purchasing account holder |
| Bundles | Under the applicable game offer, where the bundle is eligible | Combined use of included items must be under two hours | No item may have been transferred; Steam identifies nonrefundable components during checkout | Purchasing account holder |
| Gifts | Unredeemed gifts follow the standard 14-day/two-hour offer | Redeemed gifts must meet the applicable use conditions | A redeemed gift requires the recipient’s approval to remove it; money returns to the original purchaser | Recipient initiates a redeemed-gift request; purchaser receives funds |
| Steam hardware | Set by the separate Hardware Refund Policy | Not the game playtime test | Follow the hardware policy’s period and return process | Hardware purchaser |
| Video content | Generally not covered | Not applicable | May be included when bundled with other refundable, non-video content | Purchasing account holder |
DLC refunds
Downloadable content is generally refundable within 14 days when you have played the underlying game for less than two hours since buying the DLC. The content must remain reversible: Steam requires that it has not been consumed, modified or transferred.
Some third-party DLC cannot be technically reversed. In those cases, Steam says the store page or checkout will identify the item as nonrefundable before purchase. Read that notice before paying; the ordinary game rule does not override a clear nonrefundable designation.
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In-game purchase refunds
Valve-developed games can offer refunds for eligible in-game purchases requested within 48 hours, provided the item has not been consumed, modified or transferred. “Consumed” includes using a consumable item or otherwise accepting the benefit it provides.
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For a game made by another developer, that developer must opt in to Steam’s comparable refund terms. If it has not opted in, Steam says the in-game purchase is not refundable through Steam. The indication shown at checkout is the practical test, so save a screenshot or receipt when the purchase terms matter.
Pre-purchases, Early Access and Advance Access
Titles that cannot be played before release
If a pre-purchased title is not playable before its release date, you can request a refund at any time before release. Once the title releases, the normal 14-day period begins, along with the less-than-two-hours playtime condition.
Early Access and Advance Access
Playtime accumulated before release counts toward the two-hour limit. A pre-purchase that has already been played for two hours during Early Access is not within the standard offer simply because the official release date has not arrived. Submit promptly if you are uncertain about keeping it.
Steam Wallet funds
Funds added directly to Steam Wallet may be refundable within 14 days when the purchase was made on Steam and none of the funds have been used. Spending even part of the balance can make the transaction ineligible for the standard Wallet offer. This rule concerns money added to the Wallet, not a game bought with an already existing balance.
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Renewable subscriptions
A renewable subscription may be refundable within 48 hours of its initial purchase or automatic renewal if you have not used it during that billing cycle. Playing a game included in the subscription or using another included benefit counts as use.
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Cancelling a subscription is different from obtaining a refund. Cancellation prevents the next renewal but normally leaves the subscription active through the current billing period. If you want money returned for the current charge, submit a refund request separately and do so within the 48-hour window.
Bundle refunds
Steam can issue a full bundle refund when no item has been transferred and combined use of the included products is below two hours. The bundle may contain a component that is not refundable; Steam identifies such components during checkout. Review that disclosure before buying because the bundle’s eligibility depends on the contents as well as your usage.
Gift refunds
Unredeemed gifts
An unredeemed gift can generally be refunded under the standard 14-day and less-than-two-hours offer. Because the recipient has not accepted the gift, the transaction can be returned through the purchaser’s support account.
Redeemed gifts
For a redeemed gift, the recipient must start the request and approve removal of the game from the recipient’s library. If Steam approves it, the money goes back to the original purchaser, not to the recipient. The recipient should therefore coordinate with the person who paid before submitting the request.
Hardware, outside purchases, VAC bans and video
Steam hardware
Hardware orders use a separate Hardware Refund Policy with its own return period and process. Do not use the two-hour game rule for a controller, headset, handheld device or other hardware order; open the hardware order’s support path and follow the instructions there.
Purchases made outside Steam
Steam says it cannot refund purchases made outside Steam, including third-party CD keys and Steam Wallet cards bought elsewhere. The retailer or seller that took the payment is the party to contact for those transactions.
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VAC-banned games
The published policy says a Valve Anti-Cheat (VAC) ban removes the right to refund that game. A later refund request cannot be used to reverse the effect of the ban.
Video content
Video content is generally excluded from Steam’s refund offer. An exception can apply when the video is bundled with other refundable, non-video content, but a standalone video purchase should not be treated like a game.
Where does the refund go, and how long does it take?
For an approved refund, Valve says the money is issued within one week of approval. Steam sends it to the original payment method when that method supports refunds. If the original method cannot receive the money back, Steam sends the refund to Steam Wallet instead.
The one-week period starts after approval, not when you first submit the request. Processing time before a decision and bank or card posting time can add time beyond that period. Check the approval email, then check the original account or Wallet balance before contacting support about a missing payment.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.What to do when a refund is denied
Check the reason and the transaction
Read Steam’s response carefully. Confirm that you selected the correct purchase, that the account is the purchasing account, and that the request concerns the right product type. A DLC, subscription, bundle or gift may have a different rule from the game itself.
Submit a clear follow-up request when there are new facts
If a technical failure, duplicate charge or other material circumstance was not explained in the first request, use Steam Support to provide the missing facts. Keep the explanation concise and factual: identify the transaction, state what happened, include relevant dates and explain why the purchase type’s conditions may apply. Do not submit repeated requests merely to obtain a different decision.
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Do not assume an exception is guaranteed
Steam expressly considers requests outside its published conditions, but that discretion is not an automatic appeal right. Explain the circumstances once, then rely on the decision and the support instructions provided for that transaction.
Can requesting refunds get your account restricted?
Valve says it may stop offering refunds if it determines that a user is abusing the system. The policy also says that requesting a refund just before a sale and buying the game again at the lower price is not, by itself, considered abuse. Honest requests that describe a genuine problem are different from repeatedly buying, playing and returning products as a routine substitute for a trial service.
Consumer rights outside Steam’s standard offer
Steam notes that consumers in some jurisdictions may have additional rights when a game is faulty and points to an explanation of European Union withdrawal rights. Those rights depend on where you live, the type of digital content and the facts of the purchase. Do not assume that the Steam policy gives a universal legal answer; check the consumer rules that apply in your jurisdiction or seek qualified local advice.
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- Sign in to the account that paid for the transaction.
- Identify whether the purchase is a game, DLC, in-game item, bundle, gift, subscription, Wallet top-up, hardware or video.
- Note the purchase date and, for games, the recorded playtime.
- Stop using the product or subscription if continued use could affect eligibility.
- Check whether an item was consumed, modified, transferred or redeemed.
- Review any nonrefundable notice shown at checkout.
- Choose the correct refund destination when Steam offers a choice.
- Save the submission and approval emails until the refund is posted.
Common questions answered quickly
Can I refund a Steam game after two hours?
You can still submit the request. Steam’s standard offer is for less than two hours, but Valve says it will review requests outside the stated conditions. Approval is discretionary.
Can I refund a Steam game after 14 days?
You can ask through Steam Support, but the published standard offer no longer applies after 14 days. Explain the circumstances accurately and do not treat submission as a guarantee.
Can I refund a gifted game?
An unredeemed gift generally follows the standard offer. For a redeemed gift, the recipient initiates the request and approves removal; an approved refund returns to the original purchaser.
How long does a Steam refund take?
Valve says an approved refund is issued within one week. The destination is the original payment method when supported, or Steam Wallet when it is not.
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The safest approach is to treat the published limits as a prompt to act, not as a reason to avoid asking. File through Steam Support as soon as you identify a problem, select the transaction’s actual product type, and preserve the product’s unused or untransferred state wherever possible. When your case falls outside the normal offer, provide the relevant facts and let Valve make the individual determination.
Quick Recap
Product prices and availability are accurate as of the date/time indicated and are subject to change. Any price and availability information displayed on Amazon at the time of purchase will apply.
