Digital Game Purchase Refund Terms
These Digital Game Purchase Refund Terms cover Microsoft Store’s digital game offers, Xbox apps (excluding movies and tv apps), digital gaming bundle offers, and digital durable and consumable gaming offers, such as games season passes, virtual currency, and microtransactions, whether made available through the Xbox console device or on your PC (collectively “Digital Game Products”) only. For refunds related to digital game subscriptions, digital gifting, digital game pre-orders, and all other digital gaming offers, please see the links above, the Microsoft Stores Terms of Sale, and Xbox Support for further details.
Statement of Values
At Microsoft, we understand that sometimes purchases of Digital Game Products don’t go as planned. Should that ever happen, you can be reassured that you’ll be treated fairly, that we’ll listen to your concerns, and if needed, we’ll help you request a refund. We commit to clearly communicating our policies and making our processes simple and easy to understand. Your feedback helps us continually improve your gaming experience. Let us know the reason for the refund request so we can best improve.
We provide Digital Game Product refunds as part of a consistent and reliable buying experience. Most people pursuing a refund just want to solve a problem, but sometimes the system is abused. If it appears refunds are being abused, we reserve the right to stop offering them except where legally required.
All sales of Digital Game Products are considered final, but we understand there may be extenuating circumstances. When you request a refund for these products, and depending on the purchase or content type in determining refund eligibility, we consider a variety of factors like time since date of purchase, time since release, and use of the product.
For single-use items (like consumables or in-game currency), your request may be eligible only if the item wasn’t modified or used.
Protection of your account and payment information is important to us. To learn more about protecting your or your child’s account, see the article Prevent unauthorized purchases on Xbox One for tips on how to help keep your account secure and prevent unwanted purchases in the future.
Refund Request Process
You can start the refund request process for any Digital Game Product by signing into the account that made the purchase at xbox.com/refundshelp. Tell us why you’re requesting a refund. We use this information to improve our products and processes, and hopefully minimize the need for future refund requests. If we grant refund approval, you’ll see the refund being processed on your Microsoft account, and you’ll no longer be able to use the content. The refund may take a few business days, and you may want to check with your bank to ensure the applicable payment instrument has been properly credited.
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