Before Returning a Product
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.
- Contact Sales and Support for technical product support, questions about your order or for help downloading and installing software.
Subject to our return criteria, you may withdraw from the purchase contract and request a refund without giving a reason within fourteen (14) calendar days. The withdrawal period will expire after fourteen (14) calendar days from:
- For downloadable products, when the products are delivered electronically to your account and made available for download.
- For downloadable subscriptions and services, when you click the buy button in the checkout process. We may begin to provide the subscription or the service immediately on purchase.
- For physical/non-downloadable products, delivery.
- For pre-order downloadable products and subscriptions, when the products are delivered electronically to your account and made available for download. For pre-order physical/non-downloadable products, when the products are delivered.
- In case of products ordered in one order and delivered separately, when the last product is delivered or made available.
- In case of a product consisting of multiple lots or pieces, when the last lot or piece is delivered or made available.
- In case of regular delivery of products during defined period of time, when the first product is delivered or made available.
If the applicable law of your country grants you a longer withdrawal period, that period will apply. We may extend the right of withdrawal period during holiday or other periods. If a longer period is advertised on our website, the advertised period will apply.
To exercise your right of withdrawal, you must inform us of your decision within the 14 days withdrawal period. Please see our Return Process section below for information on how to notify us of your decision and to initiate the return process. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of Withdrawal
If you exercise your right of withdrawal, we will reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 calendar days from the day on which we are informed about your decision to withdraw from this contract. Refunds will be made in the same method of payment that you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
You must send back the goods to us without undue delay and in any event not later than 14 calendar days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 calendar days has expired. We will examine the items when received and, if they meet our return criteria, we will issue a credit to the same method of payment you used to purchase the item and send you a refund notification email.
We may withhold reimbursement until we have received the products back or you have supplied evidence of having sent back the products, whichever is the earliest. We will bear the costs of return. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.
Extended holiday return and exchange policy
Products, subscriptions and services purchased from Microsoft Store (except for Mobile Phones and related products) between November 29, 2014 and December 31, 2014, may be returned or exchanged until January 31, 2015, subject to our other return/exchange guidelines listed below.
We will accept returns of items that meet our return criteria. As a condition of withdrawal, and to the extent permitted by law, the following requirements apply.
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 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. Subject to applicable law, failure to include such items may prevent or delay your refund or result in additional fees. 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.”
Downloadable products and subscriptions. For eligible downloadable products and subscriptions, we may require you to sign an electronic letter of destruction as a condition of your return to confirm that you have uninstalled and have not made any copies of the product. The product key of these products will be blocked and you will not be able to install or use the software in the future.
Services. To qualify for return, the service must not have been delivered, performed or consumed by you.
Software and games. For software and games, all boxed software and video games must be returned with their seal intact.
Phones. For phones, 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.
Product key cards ("PKC"). For product key cards ("PKC") purchased with computers, they can be returned within the return period as a standalone item provided it has not been opened, altered, or damaged. If you return the computer that you purchased together with the PKC, the PKC must also be returned.
Upgrade option and returns. If you purchased an otherwise returnable product with an upgrade option, returns will be honoured 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.
Promotions 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.
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.
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. You may also use the attached withdrawal form, but it is not obligatory. If you use this form, please submit it to the email indicated in the form and we will send you a receipt notification email without delay.
Please be aware that, in compliance with our privacy and security processes, the cancellation and refund of certain products may require phone confirmation in order to be completed.
- To start your return online, go to your Order history.
- Click the return link for items that can be returned online and follow the next steps on the screen.
- Once you have completed the return, print your return label (if applicable).
- Attach it to your package. Please cover or remove any previous tracking labels on your package.
- For returns from Norway, Liechtenstein and Switzerland, please wait 1 business day for your invoice to arrive via email.
- Take your package and invoice (if applicable) to UPS. Find a UPS shipping location near you.
- Ship it from UPS.
Once you complete your return, we’ll send you a return confirmation email.
Please contact Sales and Support to request a return within the fourteen (14) days withdrawal period. Once you follow the instructions and complete the return process with the customer support agent, we’ll send you a return confirmation email.
STATUS OF A RETURN
Many products available on Microsoft Store come with manufacturer warranties. Please see the manufacturer warranties on specific details for how to resolve issues that are covered by those warranties. For some products, you will have the option to purchase an Extended Service Plan at an additional cost. Please see the specific plans for details.
In addition, our products may come with guarantees that cannot be disclaimed under law, such as statutory protection relating to faulty or misdescribed goods or services. Any commercial warranties are in addition to these rights. Learn more About Commercial Warranties & Statutory Rights.
Should you have an issue with your product, please contact Sales and Support.