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If you bought an Xbox game or add-on by mistake, sign in to the Xbox digital-games refund page with the Microsoft account that made the purchase, select the order, and submit a refund request. A mistaken purchase does not guarantee approval: Microsoft says digital games and add-on content are generally refundable only when the offer or applicable law makes the buyer eligible.
How to request an Xbox refund
- Open Microsoft’s Request a refund for digital games page and sign in with the Microsoft account used to buy the game or add-on.
- Find the purchase in the order list. Select Request a refund if that option appears.
- Choose the reason that accurately describes what happened. If you bought the item by mistake, say so; the reason does not ensure eligibility.
- Select Next, review the request details, then select Submit.
- Open the Refund status tab to check for an update. Microsoft says processing a request may take up to 72 hours.
Microsoft’s general guidance says digital goods, including games and add-on content, are not refundable unless the offer or applicable law makes the purchaser eligible. Microsoft links Xbox customers to its specific Xbox digital-goods eligibility information, but the detailed eligibility tests are not confirmed here. Do not assume that accidental purchase alone qualifies.
What to do if the game or add-on is missing
- Check the account and receipt. Make sure you signed in with the Microsoft account that placed the order, and confirm who sold it.
- If another retailer sold it, contact that seller. Microsoft says its returns policy does not cover products purchased from another retailer.
- If the order is a bundle, Microsoft’s general store instructions say a single item from within a bundle cannot be returned through the described Microsoft Store return flow.
- If online returns are unavailable in your market, Microsoft directs customers to Sales support through its support channels.
- If you do not recognize the charge, investigate it through your Microsoft account’s Manage your payments page rather than treating it as an ordinary accidental purchase.
How long an Xbox refund can take
Microsoft says refund-request processing may take up to 72 hours. If the request is approved and a refund is issued, Microsoft says it is generally processed within 3–5 business days and sent to the original payment option. These are estimates, not guarantees; your bank or payment provider may affect when the credit appears.
Which seller should handle the request?
| Where you bought the game or add-on | What to do | Important limit |
|---|---|---|
| Xbox or Microsoft digital storefront | Use the Xbox digital-games refund flow, select the order, and submit a request. | Eligibility is conditional; Microsoft’s general guidance limits refunds for digital goods to cases covered by the offer or applicable law. |
| Another retailer | Contact the retailer shown on your receipt. | Microsoft says it does not accept returns for products purchased from another retailer. |
Microsoft’s Gaming Web Purchase Service terms also describe purchases made through that service as generally final and non-refundable, while retaining exceptions for incorrect charges and statutory withdrawal rights. Those terms apply to that web service; they should not be treated as the rule for every Xbox purchase channel. See Microsoft Services Agreement.
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