Returns / Refunds
Return / exchange policy
Before you return 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 us by calling the customer support number located on our Sales and Support page for in-person technical product support, questions about your order or for help downloading and installing software
You may withdraw from the purchase contract and request a refund without giving a reason within thirty (30) calendar days. The withdrawal period will expire after thirty (30) days from:
(i) For ESD products and services, when the product is made available for download or the service starts; and
(ii) For physical products, delivery.
If the applicable law of your country/region grants you a longer withdrawal period, that period will apply.
To exercise your right of withdrawal, you must inform us of your decision before the withdrawal period has expired. Please contact us by calling the customer support number located on our Sales and Support page to notify us of your decision and to begin the return process described below.
Products eligible for return and exchange
Microsoft Store wants you to be satisfied with your purchase. We will accept returns and exchanges of items that meet the return criteria below.
As a condition of return, 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 boxed software and video games must be returned with their seal intact. For services, the service must not have been delivered or consumed by you. For ESD products, we may also require you to sign an electronic letter of destruction as a condition of withdrawal from this contract.
All returns should be accompanied by the original receipt or gift receipt, the original documentation, instruction manuals, registration, parts and components (including cables, controllers, and accessories) and the manufacturer’s packaging. Subject to applicable law, failure to include such items may prevent or delay your refund or exchange or result in additional fees and Microsoft reserves the right to deny any return or exchange if it fails to meet our return criteria.
To cancel a pre-order:
You may cancel your pre-order any time before the product is released by calling the customer support number located on our Sales and Support page. Once your order has been made available for download or shipped, the normal return policies apply.
To cancel a subscription or a service:
Please call us at the customer support number located on our Sales and Support page within thirty (30) days of the date of purchase.
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.
Bring your item(s) to the Sydney 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.
Westfield Sydney on Pitt Street Mall
188 Pitt Street, Sydney, NSW 2000
Note: Items purchased at Microsoft Retail Stores cannot be returned or exchanged online, but our friendly phone team can assist you.
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. Once you complete your return, we’ll send you a return confirmation email.
To return downloadable software:
Confirm your order was placed within the last thirty (30) days.
Uninstall the software from your computer:
- In Windows 10, Windows 8, Windows 7, and Vista: In Control Panel, go to Programs and Features, and then click Uninstall a program.
- In Windows XP: In Control Panel, go to Add/Remove Programs, and then click on Uninstall a program.
Call us at the customer support number located on our Sales and Support page to request a return within thirty (30) days of the date of purchase. You will be asked to confirm that you have uninstalled and have not made any copies of the software. We may also ask you to sign an electronic Letter of Destruction as a condition of your return. After you talk to a customer service agent, the product key will be blocked and you will not be able to install or use the software in the future. Microsoft Store will issue a credit to the same method of purchase you used to purchase the item and send you a return receipt by email.
Please call us at the customer support number located on our Sales and Support page to request a Return Material Authorization (RMA) and a return shipping label no later than thirty (30) days after the date of delivery.
Status of a return
Please call us at the customer support number located on our Sales and Support page.
Many of our goods come with express manufacturer warranties. Please see the warranties that come with our goods for the specific details for how to resolve issues that are covered by those warranties.
Our goods also come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Goods presented for repair may be replaced by refurbished goods of the same type rather than being replaced. Refurbished parts may be used to repair the goods. Microsoft will bear the expense of claiming under the warranty. Should you have an issue with your Microsoft product and for claims, please contact Sales and Support or Microsoft Pty Ltd at 1 Epping Road, North Ryde NSW 2113 Australia. Phone number: 1-800-267-785.
Extended Holiday Return and Exchange Policy
Products, subscriptions and services purchased from Microsoft Store between November 11, 2016 and December 31, 2016, may be returned or exchanged until January 31, 2017, subject to our other return/exchange guidelines listed below.