Extended returns policy
Don’t love it? Return almost any physical product by January 31, 2025, for a full refund. Some exclusions apply.
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
-
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.
-
You can view, track, cancel, and return your guest order through Guest Order Lookup. Learn more about purchasing as a guest here.
-
If you’ve received a product that’s damaged or defective, please visit Returning Items You Bought from Microsoft for more information.
-
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.
-
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.
-
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.
-
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.
-
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.
-
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.
-
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.
-
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.
-
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.
-
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.
-
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.
-
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.
-
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.
-
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.
Extended price protection
Buy now, enjoy price protection through January 31, 2025. 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.
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.
Microsoft Complete Protection Plan
Keep your new device up and running with Microsoft Complete. Get accidental damage protection from drops, spills, and cracked screens. If something goes wrong, you’re covered—simple as that.
Free 2-3 day shipping
Get free 2-3 day shipping with no minimum purchase.
-
Discounts: Supplies limited. Actual savings depends on product availability.
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: Holiday extended price protection valid on purchases of qualifying physical consumer and commercial products purchased from Microsoft Store online and Microsoft Experience Centers in select markets between 10/15/24 - 12/2/24. Price adjustment may be requested until January 31, 2025. Eligible Retailer Price Adjustment: Holiday extended price protection valid on purchases of qualifying physical consumer products purchased from Microsoft Store Online and Microsoft Experience centers in select markets between 10/15/24 - 12/2/24. Price adjustment may be requested until January 31, 2025. 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: Customer is eligible only if the product is in stock for purchase at Microsoft Store or a Microsoft Experience Center. Customers 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 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 before January 31, 2025, or 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.