If you purchased a product from Microsoft, you may be able to request a refund, exchange or a return.
Items that may be eligible for a return, refund, or exchange include physical goods like a Surface, Xbox controller, virtual reality headset, or packaged software.
You can request a return or exchange on your Microsoft account Order history page.Open Order history
Find the relevant item and select Request a return.
Note: Online returns are not available in all markets. If you don't see Request a return, or cannot request a return online, please contact Sales support.
Tip: If you don't see an item listed, you may not have been signed in during the purchase. Use the Guest Order Lookup instead.
Follow the instructions on the screen to get a prepaid shipping label for the return.
When we receive your item and find it eligible for a return, we'll either ship you a replacement or issue you a refund. When you make a qualifying return, we'll credit the full amount, less the original shipping and handling charges.
Refunds are generally processed within 3–5 business days after we receive your item and find it eligible for a return. Refunds are applied to the original payment option.
You can see the status of your refund on the Order history page.Open Order history
Notes:
Online returns are not available in all markets. If you cannot request a return online, please contact Sales support.
Single items from within a bundle cannot be returned.
Return labels expire after a certain time, contact Sales support for assistance.
If you haven't received your product, do not initiate a product return but contact Sales support.
In Australia, this return information does not affect any remedy you may have under the Australian Consumer Law. Please refer to Microsoft and the Australian Consumer Law for details of your rights under the Australian Consumer Law.
If you see we've issued the refund, but the money hasn't been credited back to your payment provider, please wait a few days. Refunds are generally processed within 3–5 business days and are applied to the original payment option.
Microsoft will not accept returns of purchases of Microsoft products or other products purchased from another retailer.
Microsoft is not responsible for any games and/or storage devices left in a returned product.
Benefits of shopping with Microsoft Store
You can enjoy peace of mind with up to 60-day returns on physical Microsoft products, and if we lower the price within 60 days, contact Sales support and we'll refund you the difference.
See also
How to investigate a billing charge from Microsoft
How to get service for Surface
Getting your Xbox device serviced
Guest Order Lookup
Need more help?
Contact Support
For pre-sales support, or issues with purchasing, contact Sales support.
