Returns

Before returning a product

We work hard to ensure that we always get your order right the first time. If you are having issues with a product, there may be other options before you return it:

  • Find online help from the Microsoft Support website.
  • Post a question in the Microsoft Discussion Groups.
  • Call 1-800-MICROSOFT (1-800-642-7676) for in-person technical product support, or
  • Call 1-877-MY-MSSTORE (1-877-696-7786) about your Microsoft Store order or for help downloading and installing software.
  • If your item was damaged during shipping, please call us as soon as possible at 1-877-MY-MSSTORE (1-877-696-7786) so that we can work with you to resolve the issue quickly.

Return and exchange policy

Microsoft Store’s return policy is summarized here and fully set out in the Terms of Use and Sale. The return policy is provided in addition to any statutory return rights that you may have under law. We will accept returns and exchanges for items that meet the return criteria set forth below for 30 days from the date of purchase or download, as applicable. Exceptions are stated below. We may deny any return or exchange if it fails to meet our return criteria.

Return criteria

All products must be returned with reasonable care having been taken (such as must not show wear or damage, and must be in a condition that permits us to resell them). All returns and exchanges must be accompanied by the original documentation, instruction manuals, registration, parts and components (including cables, controllers, and accessories) and the original manufacturer packaging. If you are returning software, you must also include all media and product keys. Failure to include such items may prevent or delay your refund or exchange. Microsoft reserves the right to deny any return if it fails to meet the return criteria and conditions.

Microsoft Store will not accept the following items for return: (i) items that have been personalized or customized, (ii) special order items, if not part of a Microsoft Store promotional retail sales offering, (iii) items that have been used, altered or that show wear or damage, (iv) physical and downloadable gift cards and service/subscription cards (i.e Skype, Xbox Live, Xbox Music Pass, Windows Store cards), (v) performed services, (vi) random access memory ("RAM") products, and (vii) clearance items or those marked with a designation such as "Final Sale" or "Non-Returnable." Please be sure to read the product description carefully before placing your order to ensure that the item will meet your needs.

Additional Conditions

Hardware, including computers and Xbox (excluding RAM)

Returns and exchanges of computers, computer hardware items (including mice, keyboards, and printers), and other hardware items (including Xbox consoles, controllers and accessories), will be honored for thirty (30) days from the date of purchase, provided the item meets our return criteria and it has not been used, altered or shows wear or damage.

Software and Games

For software and games, all boxed software and video games must be returned with their seal intact. Opened software and games may only be exchanged for the same product. If we no longer have the same product, we will issue you a Microsoft Store credit. You may only return opened items during the return period if: (i) you don’t agree with the license agreement, or (ii) the media does not work, and (iii) only if you do not make or retain any copies.

Mobile Phones

For mobile phones sold by Microsoft Store, you can return them during our return period, but it is your responsibility to cancel your service within the time specified by your carrier or your carrier may charge you an early termination fee. This is a carrier policy and we have no influence over their cancellation policies.

Downloadable products and subscriptions

For eligible downloadable products and subscriptions, we may require you to sign an electronic letter of destruction as condition of your return to confirm that you have uninstalled and have not made any copies of the product. The product key for these products will be blocked and you will not be able to install or use the software in the future. For more information on auto renewal subscriptions conditions, please see our Subscription Auto Renewal Policy.

Services

To qualify for return, the service must not have been delivered, performed or consumed by you.

Product key cards purchased with computers

A product key card can be returned as a standalone item when purchased from the Microsoft Store in the last thirty (30) days, provided it has not been opened, altered, or damaged. If you return the computer that you purchased together with the product key card, the product key card must also be returned.

Pre-ordered items

For pre-order items, the 30-day return period begins:

  • For downloadable products and subscriptions, when the downloadable product is delivered electronically to your account and made available for download.
  • For other products, when the product is shipped.

Promotional items and bundles

For promotional items and bundles, all included products and/or services must be returned together. If a service included in the promotion and/or bundle has been used (for example a used promotional promo code), or the promotion and/or bundle includes a non-refundable item, the full retail value of the service and/or non-refundable item will be deducted from the refund amount. When a bundle is purchased and only part of the bundle is returned, the bundle discount is void, and the total bundle discount will be deducted from the refund.

Upgrade Option and Returns

If you purchased an otherwise returnable product with an upgrade option, returns will be honored within the return period, and special return procedures apply as follows:

  • If you return the product before the upgrade is released, you will not receive the upgrade.
  • If you return the product after the upgrade is released, you must return both the product and upgrade together.

Trial-period offers.

If you are taking part in any trial-period offer, you must cancel the service by the end of the trial period to avoid incurring new charges unless we notify you otherwise. If you do not cancel the service at the end of the trial period, you authorize us to charge your payment method for the service.

Personal Data.

Microsoft is not responsible for any personal data included on returned items. Please ensure that your personal data is removed from all items prior to return.

Return process

Returns of most items ordered from this website can be initiated immediately online. To start your return, go to your Order history and follow the steps provided. Alternatively, you can request a return by phone or at a Microsoft Retail Store.

Online

  1. To start your return online, go to your Order history.
  2. Click the return link for items that can be returned online and follow the next steps on the screen.
  3. Once you have completed the return, print your return label, if applicable.
  4. Attach it to your package. Please cover or remove any previous tracking labels on your package.
  5. If you are shipping items over $2,500 from Puerto Rico, wait 1 business day for your invoice to arrive via email.*
  6. Take your package and invoice (if applicable) to UPS. Find a UPS shipping location near you.
  7. Ship it from UPS.

*Invoice must be included on returns over $2,500 from Puerto Rico.

By phone

Please contact Sales and Support to request a return no later than thirty (30) days after the date of purchase. Once you follow the instructions and complete the return process with the customer support agent, we'll send you a confirmation email with additional return details, if applicable.

In-Store

Bring your item(s) to any Microsoft Retail Store no later than thirty (30) days after the date of purchase and a Microsoft Store associate will assist you with your return or exchange.

Note: Items purchased at Microsoft Retail Stores cannot be returned or exchanged online or by phone.

When you make a qualifying return, we will credit the full amount, less the original shipping and handling charges, if any, and you will receive your refund in approximately 3-5 business days. Refunds will be made in the same method as payment unless you select to exchange the item or get a Microsoft Store credit in the amount of the refund. Once you complete your return, we'll send you a return confirmation email.

Status of a return

To check the status of a return, please go to your Order history or call us at 1-877-MY-MS-STORE (1-877-696-7786).