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Most games and software bought on Steam qualify for a refund request if you submit it within 14 days of purchase and have played for less than two hours. Other purchases—including DLC, in-game items, subscriptions, gifts, Wallet funds, bundles, video, and hardware—have separate rules. Submit a request through Steam Support; approval is not automatic, and Valve says it will review some requests that fall outside the standard limits.
Steam’s standard refund rule
For a Steam game or software application, the usual eligibility window has two parts: the request must be made within 14 days of purchase, and playtime must be less than two hours. Both conditions matter. Being within the 14-day period does not by itself qualify a purchase if the playtime limit has been reached; likewise, low playtime does not extend the deadline beyond two weeks.
The clock for an ordinary purchase starts on the purchase date. The playtime test is separate from the calendar test, so check both before submitting a request. A purchase made 13 days ago with 90 minutes of play is within the stated limits; a purchase made three days ago with more than two hours of play is outside the standard rule. In the second case, you may still ask Valve to review the request, but the published terms do not promise approval.
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Which clock applies to your purchase?
Steam does not use one universal deadline for every transaction. Depending on what you bought, the relevant event may be the original purchase, the product’s release, a subscription renewal, or the moment a digital balance was purchased. Usage can matter as much as elapsed time: consumed, modified, transferred, or otherwise used content can lose eligibility even when the date is still within the stated window.
Before requesting a refund, identify the exact item and record the facts that apply to it: purchase date, release date if it was a preorder, playtime, whether DLC or an in-game item was used, whether a gift was redeemed, and whether a subscription benefit was used during the current billing cycle. This prevents applying the two-week game rule to a product governed by a 48-hour or no-refund condition.
Eligibility and deadlines by purchase type
Check what you bought before deciding which deadline applies. The relevant clock may begin at purchase, release, or subscription renewal, and some purchase types have additional conditions about use or transfer.
| Purchase type | Deadline and conditions |
|---|---|
| Games and software | Request within 14 days of purchase and with less than two hours of playtime. |
| Downloadable content (DLC) | For DLC bought from the Steam store, request within 14 days and while playtime in the underlying game since the DLC purchase is under two hours. The DLC must not have been consumed, modified, or transferred. Some third-party DLC with irreversible effects may be marked nonrefundable before purchase. |
| In-game purchases | For Valve-developed games, request within 48 hours, and the item must not have been consumed, modified, or transferred. A third-party developer may opt into the same arrangement; Steam says availability is disclosed at purchase. Otherwise, third-party in-game purchases are not refundable through Steam. |
| Preorders and unreleased titles | If purchased before release, the 14-day period begins on the release date, and the less-than-two-hours rule applies. Beta testing is excepted from that playtime limit. Playtime in Early Access or Advance Access counts. If the title cannot be played before release, a refund may be requested any time before release; the standard period begins on release. |
| Steam Wallet funds | Funds bought on Steam may be requested for refund within 14 days, provided none of the funds have been used. |
| Renewable subscriptions | If unused during the billing cycle, request within 48 hours of the initial purchase or automatic renewal. Playing games in the current cycle, or using included benefits or discounts, counts as use. |
| Hardware and accessories | The general refund policy refers customers to a separate Hardware Refund Policy for its deadlines and process. Check that policy before starting a hardware return. |
| Bundles | A full refund is available if no item in the bundle was transferred and combined use is under two hours. The checkout page discloses when a bundle containing nonrefundable DLC or in-game content is not wholly refundable. |
| Gifts | An unredeemed gift may be refunded within the standard 14-day and under-two-hours conditions. For a redeemed gift, the recipient must initiate the request under the same conditions; if approved, the money returns to the original purchaser. |
| Video | Video content is not refundable unless it was bundled with other refundable, non-video content. |
Games and software
The familiar 14-day and under-two-hours test applies to most games and software applications. It is a two-part test rather than a choice between two alternatives. If either limit has passed, the request is outside the normal eligibility description, although Valve still allows you to ask for individual review.
DLC and add-on content
DLC must have been purchased from the Steam store. The two-hour measure is playtime in the underlying title since the DLC was purchased, not simply the time spent looking at the add-on. The add-on also must not have been consumed, modified, or transferred. A third-party add-on that creates an irreversible effect can be labeled nonrefundable before checkout, so read the purchase disclosure rather than assuming every DLC item receives identical treatment.
In-game purchases
Valve-developed games use a 48-hour request period, and the item must remain unused, unmodified, and untransferred. A third-party developer can elect to offer the same Steam arrangement. Steam says it discloses that availability at the time of purchase. If the developer has not opted in, Steam does not refund that third-party in-game purchase through its own support process.
Preorders, beta tests, and early access
For a preorder bought before release, the 14-day period starts when the title releases, not when the preorder transaction occurred. The less-than-two-hours condition still applies. Beta testing is excluded from that playtime limit, but playtime in Early Access or Advance Access counts toward the limit. If the game cannot be played at all before release, a refund can be requested at any point before release; once release occurs, the ordinary post-release period begins.
Wallet funds
Steam Wallet funds purchased on Steam can be considered for refund within 14 days only if none of those funds have been used. Using even part of the balance creates an important eligibility issue, so check whether the balance paid for any purchase before filing.
Subscriptions
Renewable subscriptions have a shorter window: 48 hours from the initial purchase or an automatic renewal. The cycle must be unused. Steam counts playing games during the current billing cycle as use, and also counts using included benefits or discounts. Cancelling a subscription is not the same as requesting a refund: cancellation stops the next renewal while access continues through the current cycle.
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Hardware, bundles, gifts, and video
Steam hardware and accessories are governed by a separate Hardware Refund Policy, so use that policy for the applicable deadline and return process rather than importing the software rule.
For a bundle, a full refund requires no bundle item to have been transferred and combined use of the bundle to remain under two hours. Steam’s checkout page identifies bundles containing nonrefundable DLC or in-game content that cannot be refunded in full.
An unredeemed gift follows the standard 14-day and under-two-hours conditions. Once a gift has been redeemed, the recipient must start the request under those same conditions. If it is approved, the money goes back to the original purchaser, not to the recipient’s account. Video content by itself is not refundable; an exception applies when it is bundled with other refundable, non-video content.
How to request a refund
Valve directs customers to Steam Support for refund requests and other purchase assistance. The policy does not specify a fixed sequence of menu names or buttons, so use the live support interface rather than relying on instructions that may no longer match it.
- Open help.steampowered.com and sign in to the Steam account that made the purchase.
- Use the support options to locate the purchase or request purchase assistance. Follow the prompts the site currently presents; available choices may depend on the item and account.
- Select the purchase you want reviewed and submit the refund request with the information Steam Support asks for.
- Check Steam Support for the decision and, if approved, the refund’s destination and status.
The support page is the request destination; this article cannot guarantee which current labels, options, or account-specific prompts will appear. If the purchase is a gift that has already been redeemed, the recipient—not the original purchaser—must initiate the request.
Use the account that made the transaction, identify the precise purchase, and describe the situation accurately. For an exception request, explain why you are asking outside the normal limits without assuming that an explanation creates an entitlement. Steam’s live prompts determine what information is available for that purchase.
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Valve says an approved refund is issued within a week. The money is returned to Steam Wallet or, where supported, to the payment method used for the purchase. Refund availability to the original payment method varies by payment method and country. If that method cannot accept the refund, Steam Wallet receives the full amount.
The stated week applies after approval; it is not a promise that a request will be reviewed or approved within a week. Check the support request for the outcome and the applicable refund destination. A redeemed gift follows the same delivery principle, but the approved amount returns to the original purchaser.
Requests outside the usual rules
Valve says it will consider refund requests outside the published conditions. That means you can ask for a review, not that an exception will be granted. Explain the circumstances accurately in the support request and let Steam Support assess them.
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Examples include a game with more than two hours of playtime or a request submitted after the 14-day period. The standard policy does not turn either situation into an automatic approval. A request outside the limits is simply a request for Valve’s judgment.
The policy also notes that some jurisdictions may provide additional rights when a game is faulty. It links to an explanation of EU withdrawal rights but does not provide a jurisdiction-by-jurisdiction account. The general Steam deadlines should not be treated as a complete statement of legal rights in every country; consult the applicable local consumer authority or qualified adviser for a legal determination.
Important exclusions and account-specific limits
- Purchases made outside Steam: Valve says it cannot refund third-party CD keys or Steam Wallet cards purchased elsewhere. Contact the seller for its applicable return policy.
- Valve Anti-Cheat (VAC) bans: A player banned by VAC loses the right to refund that game.
- Used, transferred, or altered content: These conditions specifically affect DLC and in-game purchases, and transfers also affect bundle eligibility. Review the purchase-type rules before requesting a refund.
- Subscription use: Playing a game in the current billing cycle or using an included benefit or discount counts as use under the subscription rule.
- Nonrefundable bundle contents: Check the checkout disclosure. Some bundles containing nonrefundable DLC or in-game content are not wholly refundable.
- Video purchases: Video content alone is not refundable under the policy, even if it was bought recently.
Common situations, clarified
You played for more than two hours
The standard rule for games and software requires less than two hours of playtime. You can still submit a request outside that limit because Valve says it will consider out-of-rule requests, but approval is not assured.
The 14-day period has passed
A late request is also outside the standard conditions. Steam still permits you to ask for review, but the policy does not promise an exception or specify that a particular reason will qualify.
You bought a game before a sale
Valve says buying a game shortly before a sale, requesting a refund, and buying it again at the lower price is not considered refund abuse. The refund still has to be requested through Steam Support and reviewed under the applicable conditions.
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Canceling stops the subscription from renewing, but access continues through the current billing cycle. A refund request is separate: the policy’s 48-hour rule applies to an unused cycle, and use includes playing games or using included benefits or discounts.
You bought a key or Wallet card from another seller
Steam cannot refund a purchase made outside Steam, including a third-party CD key or Steam Wallet card. The retailer that sold it is the appropriate place to ask about a refund.
You bought DLC but already used it
Even when the purchase is less than 14 days old and your underlying-game playtime is under two hours, consumed, modified, or transferred DLC does not meet the stated conditions. Some third-party DLC may also have been labeled nonrefundable before purchase because its effects cannot be reversed.
You received a gift
An unredeemed gift can be requested under the standard conditions. If you redeemed it, you are the person who must initiate the request, but any approved money returns to the purchaser who bought the gift.
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What to check before submitting
- Identify the purchase type; do not apply the standard game deadline automatically to DLC, subscriptions, Wallet funds, gifts, or hardware.
- For a game or software purchase, compare both the purchase date and playtime with the 14-day and under-two-hours conditions.
- For DLC, in-game content, or a bundle, check whether content was consumed, changed, or transferred and whether the purchase was marked nonrefundable.
- For a preorder, distinguish the purchase date from the release date, and account for playtime in Early Access or Advance Access.
- For a subscription, check the renewal date and whether anything in the current billing cycle was used.
- For Wallet funds, verify that none of the purchased balance has been spent.
- For a gift, determine whether it is still unredeemed and, if not, have the recipient submit the request.
- For a purchase made outside Steam, contact the seller rather than Steam Support.
- Submit the request through Steam Support and review its live prompts for the exact purchase.
How Valve describes refund use
Valve says refunds are intended to remove the risk of buying a game on Steam, not to provide free games. It may stop offering refunds if it considers a customer to be abusing the system. The policy’s sale example is an explicit exception to that concern: refunding and rebuying a game at a sale price is not considered abuse.
That language does not create a quota, guarantee repeated approvals, or replace the eligibility conditions for each purchase type. Treat the refund system as a way to correct a purchase decision, and submit requests that accurately reflect what happened.
Frequently asked questions
How long do I have to refund a Steam game?
For the standard game and software rule, request the refund within 14 days of purchase and keep playtime below two hours. If either limit has passed, you can still ask Valve to review the request, but approval is not guaranteed.
Can I refund a Steam game after two hours?
You may submit a request, because Valve says it will consider requests outside the published rules. The normal eligibility description requires less than two hours, so an out-of-rule request is an individual review rather than an entitlement.
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Does Early Access playtime count?
Yes. Playtime in Early Access or Advance Access counts toward the two-hour limit for a title purchased before release. Beta testing is excepted from that limit.
When does the preorder refund clock start?
If the title was purchased before release, the 14-day period begins on the release date. If the title could not be played before release, a refund can be requested any time before release; the standard period then begins when the title releases.
Can I refund a Steam Wallet top-up?
Steam Wallet funds bought on Steam may be eligible within 14 days if none of the funds have been used. Wallet cards bought from another seller are outside Steam’s refund process.
Can I refund an automatic subscription renewal?
A renewable subscription can be considered within 48 hours of the initial purchase or automatic renewal if it was unused during the billing cycle. Playing included games or using included benefits or discounts counts as use. Cancelling prevents another renewal but does not itself request a refund.
Who requests a refund for a redeemed gift?
The recipient must initiate the request when the gift has been redeemed. If Valve approves it, the money returns to the original purchaser.
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Where will my refund be paid?
Valve says an approved refund is issued within a week to Steam Wallet or, where supported, the original payment method. Availability of the original method depends on the payment method and country; when it cannot accept the refund, Steam Wallet receives the full amount.
Can Steam refund a third-party CD key?
No. Valve says it cannot refund purchases made outside Steam, including third-party CD keys and Steam Wallet cards. Ask the seller that processed the transaction.
Does a VAC ban affect refunds?
Yes. A player banned by Valve Anti-Cheat loses the right to refund that game.
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Video content is not refundable unless it was bundled with other refundable, non-video content.
What if my game is faulty?
Valve notes that some jurisdictions may provide additional rights for faulty games. The general Steam policy does not explain every local rule, so consult the applicable consumer authority or a qualified adviser for jurisdiction-specific guidance.
Frequently Asked Questions
What is Steam’s standard refund deadline?
For most games and software, request within 14 days of purchase and with less than two hours of playtime.
Can I ask for a refund outside the 14-day or two-hour limits?
Yes. Valve says it will consider requests outside the stated rules, but an exception is reviewed individually and is not guaranteed.
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Use Steam Support at help.steampowered.com, sign in, locate the purchase, and follow the live prompts for that item.
How long does an approved refund take?
Valve says an approved refund is issued within a week. It goes to Steam Wallet or, where supported, the original payment method.
Can I refund DLC or an in-game purchase?
DLC generally requires a 14-day request, under two hours in the underlying game since purchase, and no consumption, modification, or transfer. Valve-game in-game purchases generally have a 48-hour window and must also be unused, unmodified, and untransferred.
Who receives money from a redeemed-gift refund?
The recipient submits the request, but an approved refund returns to the original purchaser.
The Bottom Line
For most Steam games and software, remember two limits: request within 14 days and keep playtime under two hours. DLC, in-game purchases, subscriptions, Wallet funds, preorders, bundles, gifts, video, and hardware use different conditions. Start at Steam Support, provide an accurate request, and treat out-of-rule approval as discretionary rather than guaranteed.
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