I can't get a refund.

Juana I. Juarez Venegas 0 Reputation points
2026-10-13T01:36:44.58+00:00

My little sister purchased a game on my card without my knowledge and luckily I noticed before the 2 week limit was up and I refunded the game and explained them the details. They denied my refund saying I don't meet the requirements, which I did meet because, 1. It has been 10 days since the game has been purchased. 2. There is less than 2 hours of playtime across all accounts. 3. There was no other purchases of in game currency, or DLCs purchases alongside the game.

I currently have an appeal out to Microsoft support, but if they deny me again, I will lose out on getting a return for my money.

Windows for home | Other | Gaming
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  1. paulr0511 49,385 Reputation points Independent Advisor
    2026-10-13T04:22:43.2+00:00

    Hello, good day and thanks for your question. Sorry to know about this issue that you have encountered with regards to requesting for a refund.

    May I check and confirm from where have you exactly requested for it, is it via https://account.microsoft.com/billing/orders?

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  2. paulr0511 49,385 Reputation points Independent Advisor
    2026-10-14T03:35:42.21+00:00

    For this, you may try to check and see if you will be able to request and be granted of a refund as "Some Products are not eligible for return or refund; unless otherwise provided by law or by a particular offer, all purchases of these types of Products are final and non-refundable. Products ineligible for return and refund include, but are not limited to, the following:"

    Digital apps, games, in-app content, in-app subscriptions, movies, TV shows, and associated content except Digital Game Products and Microsoft Subscription Services.

    Third-Party subscription services billed through Microsoft.

    gift cards and service/subscription cards (e.g., Skype, Xbox Live)

    products that have been personalized or customized

    special order products, if not part of a Store promotional offering.

    random access memory ("RAM") products.

    services that have been performed or consumed.

    clearance items or those marked with a designation such as "Final Sale" or "Non-Returnable".

    Reference Microsoft links:

    https://support.microsoft.com/en-us/account-billing/get-a-refund-on-apps-and-games-bought-from-microsoft-81629012-aa4f-f48b-2394-8596f415072b

    https://www.microsoft.com/en-us/store/b/terms-of-sale

    Open the link below on a browser and you can go through the refund process from there.

    https://support.xbox.com/en-us/help/subscriptions-billing/buy-games-apps/refund-orders

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