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OUR 60-DAY RETURNS POLICY
Enjoy free returns on almost any physical product you buy from us within 60 days
of delivery date. Just send it back in like-new condition in its original
packaging for a full refund. Some exclusions apply.
Learn more about returns Chat with us
HOW TO START YOUR FREE RETURN
1. VERIFY YOUR PRODUCT IS ELIGIBLE FOR RETURN
Visit the ‘Order history’ page in your Microsoft account to find the purchased
product. If there’s a ‘Request a return’ button next to it, it’s eligible.
2. PRINT OUT A PREPAID SHIPPING LABEL.
Select ‘Request a return’ and follow the instructions.
3. SHIP THE PRODUCT BACK TO US
Using the label, return the product in like-new condition in its original
packaging with all parts and documentation included.
4. GIVE US A WEEK TO PROCESS YOUR RETURN
Once we get the item back and confirm eligibility, we’ll issue a refund to your
original payment method within 3-5 business days.
FREQUENTLY ASKED QUESTIONS
Expand All | Collapse All
* WHAT IS THE MICROSOFT STORE RETURNS POLICY?
You can return almost any physical product purchased online from Microsoft
Store for a full refund within 60 days from when you receive the product, as
long as you return the product in like-new condition in its original
packaging, along with all parts, components, instruction manuals, and
documentation that were initially included. There’s a limit of up to five
product returns per eligible order purchase. Exclusions to the 60-day
Microsoft Store return policy include the Surface Hub, HoloLens, and Windows
DevKit. For additional details about the Microsoft Store returns policy,
visit the Microsoft Terms of Sale.
For purchases made at a Microsoft Experience Center, see your receipt for
more information.
* WHERE CAN I VIEW OR MANAGE AN ORDER PURCHASED AS A GUEST?
You can view, track, cancel, and return your guest order through Guest Order
Lookup. Learn more about purchasing as a guest here.
* WHAT IF I’M RETURNING A PRODUCT BECAUSE IT’S DEFECTIVE?
If you’ve received a product that’s damaged or defective, please visit
Returning Items You Bought from Microsoft for more information.
* HOW DO I KNOW IF THE PRODUCT IS ELIGIBLE FOR A RETURN?
Prior to buying a product, you can go to the product’s detail page to find
relevant return information. If you’ve already bought the product, visit the
‘Order history’ page in your Microsoft account to locate the item. You’ll see
‘Request a return’ next to the product if it’s eligible for return.
* CAN I RETURN ONE ITEM THAT WAS PURCHASED AS PART OF A BUNDLE?
No, single items from a bundle can’t be returned on their own. All items in a
bundle must be returned together to be eligible for a refund.
* CAN I RETURN AN APP OR DIGITAL GAME?
Digital goods—such as apps, games, add-on content, subscriptions, movies, TV
shows, and books—are not eligible for a return unless applicable law states
that you're eligible for a refund. You can learn more about returning digital
goods on our Returns and exchanges support page.
* HOW DO I CANCEL A MICROSOFT SUBSCRIPTION?
You can find out how to cancel a Microsoft subscription or free trial
subscription, including Xbox Live and Microsoft 365, by visiting the Cancel
your Microsoft subscription support page.
* CAN I RETURN A DIGITAL GIFT CARD OR SERVICE/SUBSCRIPTION CARD?
No, digital gift cards and service/subscription cards, such as Skype or Xbox
Live, are ineligible for return. For details about our return and refund
policy, see Microsoft Terms of Sale.
* DOES THE MICROSOFT STORE RETURN POLICY ONLY APPLY TO ITEMS PURCHASED AT
MICROSOFT STORE?
Yes, Microsoft Store’s return policy only applies to products purchased from
us. Microsoft does not accept returns of Microsoft products (or any other
products) purchased from another retailer. For purchases made at a Microsoft
Experience Center, see your receipt for more information.
* ARE RETURNS FREE?
When you start an eligible return, you’ll have the opportunity to print out a
prepaid shipping label at no cost to you. Within 3-5 business days of
receiving your return, we’ll credit your original payment method with the
full amount you paid, minus any applicable original shipping fees (e.g.
express shipping charges). However, if you’re returning the product because
you’re dissatisfied with the license agreement or warranty, we’ll make an
exception and refund any original shipping charges associated with the item.
* DO I NEED TO USE THE ORIGINAL PACKAGING FOR MY RETURN?
Yes, you’ll need to return the eligible product in like-new condition in its
original packaging, along with all parts, components, instruction manuals,
and documentation that were initially included. Packaged software and
packaged games must be returned with their seal intact and must include all
media and product keys.
* HOW DO I REQUEST A PREPAID SHIPPING LABEL?
To request a prepaid shipping label, visit the ‘Order history’ page in
your Microsoft account. Once you locate the product you want to return,
select ‘Request a return.’ If you don’t see this option next to your product,
please visit Returning Items You Bought from Microsoft for more information.
* HOW CAN I TRACK THE STATUS OF MY RETURN AND REFUND?
You can track the status of a return by visiting the ‘Order history’ page in
your Microsoft account. The return and refund status will be listed next to
the product you’ve returned.
* WHEN SHOULD I EXPECT TO RECEIVE MY REFUND?
Once we receive your item and verify eligibility, we’ll issue a refund.
Refunds are generally processed within 3–5 business days and are applied to
the original payment method.
* HOW WILL I RECEIVE MY REFUND?
Refunds will be issued to the same payment method used to place the order,
unless you choose a Microsoft Store credit in the amount of the refund.
* WILL YOU CONTACT ME WHEN THE REFUND IS COMPLETE?
You’ll receive an email confirming the refund has been issued. If you see
we've issued the refund, but the money hasn't been credited back to your
payment provider, please wait a few additional days. Refunds are generally
processed within 3–5 business days and are applied to the original payment
method.
* WHAT IF I HAVE MORE QUESTIONS ABOUT RETURNS?
We’re here to answer any questions you have. Please visit Returning Items You
Bought from Microsoft for more information.
WHY BUY FROM MICROSOFT STORE
We offer free shipping, free returns, and cash for eligible used devices, as
well as multiple ways to pay. Plus, if we lower our price on a physical product
within 60 days from delivery, we’ll honor a one-time price adjustment.
Learn about these benefits
MULTIPLE WAYS TO PAY
Microsoft Store and partners are bringing you new ways to pay at checkout.
They’re simple, safer options to get what you want when you want.
Learn about multiple ways to pay
60-DAY PRICE PROTECTION
Buy now, enjoy price protection for 60 days from your delivery date. If we drop
the price of a physical product or you find it lower at an eligible retailer,
contact us and we’ll honor a one-time price adjustment. Exclusions apply.
Learn about price protection
GET CASH FOR YOUR USED DEVICE
Trade in any eligible device—laptop, tablet, phone, or game console—from a
variety of brands and get cash back.
Learn about trade-ins
FREE 2-3 DAY SHIPPING AND 60-DAY RETURNS
Get free 2-3 day shipping with no minimum purchase. Plus, enjoy 60-day returns
on almost any physical product.
Learn more about shipping Learn more about returns
* Flexible payments: With approval of Citizens Pay Line of Credit at 0% APR and
12- or 18-month term. Subject to individual credit approval. See the Citizens
Pay Line of Credit Agreement for full terms and conditions. Citizens Pay Line
of Credit Account offered by Citizens Bank, N.A.
* Price protection: Microsoft Store Price Adjustment: Valid on purchases
of qualifying new or refurbished consumer and commercial physical products
made at Microsoft Store and Microsoft Experience Centers in select markets
for 60 days from the date product is received. Eligible Retailer Price
Adjustment: Valid on purchases of qualifying new consumer physical products
from Microsoft Store and Microsoft Experience Centers in select markets for
60 days from the date product is received. Excludes commercial and
refurbished products. An Eligible Retailer Price Adjustment cannot be
requested at time of purchase. Microsoft reserves the right to verify an
eligible retailer’s advertised price and availability of the product. The
product sold by the eligible retailer must be identical to the product sold
by Microsoft and must be in stock for purchase at the eligible retailer at
the reduced price. Exclusions apply. Both price adjustments: Price Adjustment
must be requested within 60 days after the customer receives the product and
cannot be completed at time of purchase. Customer is eligible only if the
product is in stock for purchase at Microsoft Store or a Microsoft Experience
Center. Customer must contact Microsoft to request the adjustment. For
purchases from Microsoft Store, contact Microsoft Store Sales and Support
with your Microsoft Account information and any other information requested
by a representative. For purchases from a Microsoft Experience Center, you
must return to the location with your receipt. Limit 1 price adjustment total
per product. Excludes Surface Hub, HoloLens, and Windows DevKit.
See Microsoft Store Price Protection for full terms and full list of eligible
retailers.
* Returns: Available with eligible physical products purchased from Microsoft
Store online and Microsoft Experience Centers in select markets. Return
process must be started within 60 days after customer receives the product.
Limit 5 product returns per eligible customer purchase. Excludes Surface Hub,
HoloLens, and Windows DevKit. Applicable return policy applies. For purchases
made at Microsoft Store, see applicable Microsoft Terms of Sale for more
information. For purchases made at a Microsoft Experience Center, see receipt
for more information. Microsoft reserves the right to modify or discontinue
offers at any time.
* Trade-in: Available only through the Microsoft Store online in the United
States (including Puerto Rico). Offer valid for reimbursements after trade in
of qualifying devices (PC, laptop, mobile phone, tablet, video game console).
Recycled devices are not eligible for cash back. To be eligible for trade in,
you must own the qualifying device, device must power on, battery must hold
charge and not be required to be plugged in to operate, and be in fully
functional, working condition without broken/missing components, cracked
display/housing, liquid damage, modification(s) or have device warranty seal
broken. Device cannot be password protected, and must include original
chargers/accessories, and must contain hard drive. Customer must mail in the
qualifying trade-in device to be eligible for the reimbursements. All
trade-ins are final. Cannot be transferred or otherwise redeemed for cash or
gift cards, or credit towards other devices or products. May not be combined
with other offers. Microsoft reserves the right to modify or discontinue
offers at any time. Other exclusions and limits may apply.
* Microsoft reserves the right to modify or discontinue offers at any time.
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