Where to request a refund depends on where you bought the game

The store or platform that sold you the game is the only one that can refund your money. Steam, PlayStation Store, Xbox, Nintendo eShop, Epic Games Store, and GOG each have their own refund process and rules. If you bought a physical copy at a retail store, you return it there. If you bought a digital copy, you go back to the platform where you downloaded it.

Most digital platforms let you request a refund within a set window after purchase — usually 14 days — but the clock starts the moment you buy, not when you start playing. Some platforms count playtime instead of calendar days. Knowing which platform you used and how much time has passed since you bought the game is your first step.

Key Takeaways

  • Steam refunds digital games within 14 days of purchase if you have played fewer than 2 hours, but PlayStation and Xbox have different rules.
  • Physical copies bought at retail stores are returned to that store, not to the game publisher.
  • Nintendo eShop, Epic Games Store, and GOG each have their own refund windows and conditions.
  • If a game is broken or unplayable on your system, you have a stronger case for a refund even outside the normal window.

Steam refunds: 14 days and 2 hours of playtime

Steam allows you to request a refund if you bought the game within the last 14 days and have played it for fewer than 2 hours total. Both conditions must be true — if you have played 3 hours, Steam will deny the refund even if you are on day 5. The 2-hour limit includes all playtime since purchase, including time spent in the main menu or in tutorials.

To request a refund on Steam, go to your library, right-click the game, select Properties, then Local Files, and look for the refund option. You can also go to your purchase history, find the game, and click Request a Refund. Steam will ask you why you want the refund. Select the reason that matches your situation — most common reasons are accepted without question. Steam usually processes refunds within 5 to 7 business days, and the money goes back to your original payment method.

If you are outside the 14-day window or have played more than 2 hours, Steam may still refund you if the game is broken, unplayable, or does not run on your system. You will need to explain the technical problem in detail. Steam support will investigate, and approval is not may provide.

PlayStation Store and Xbox refunds: Narrower windows

PlayStation Store refunds digital games only within 14 days of purchase and only if you have not started downloading or playing the game. If you have downloaded it or played it at all, PlayStation will not refund it. This is stricter than Steam because it does not allow any playtime.

To request a refund on PlayStation, go to your library, find the game, press Options, and select Request a Refund. You can also go to your account settings, find Purchase History, and request a refund from there. PlayStation processes refunds within 5 to 10 business days.

Xbox has a similar policy: 14 days from purchase, and you must not have played the game. Request a refund through your account on Xbox.com or through the Xbox app on your console. Go to Purchase History, find the game, and select Request a Refund. Xbox typically processes refunds within 5 to 10 business days as well.

Nintendo eShop, Epic Games Store, and GOG refunds

Nintendo eShop refunds digital games within 7 days of purchase if you have not downloaded or played the game. This is the shortest window of the major platforms. To request a refund, go to your account settings on Nintendo's website, find Purchase History, and select the game. Nintendo processes refunds within 5 to 10 business days.

Epic Games Store allows refunds within 14 days of purchase with no playtime limit, similar to Steam's policy but without the 2-hour restriction. You can request a refund through your account on epicgames.com under Account and Transactions. Epic typically processes refunds within 5 to 10 business days.

GOG (Good Old Games) offers 30 days to request a refund from the date of purchase, the longest window available. Like Epic, there is no strict playtime limit. You request a refund through your GOG account under Purchase History. GOG processes refunds within 5 to 10 business days.

Physical copies: Return to the store where you bought it

If you bought a physical copy of a game at a retail store like GameStop, Best Buy, or Walmart, you return it to that store, not to the game publisher. Each store has its own return policy. Most allow returns within 30 days if the game is unopened or within 7 to 14 days if it has been opened, but policies vary by store and by location.

Bring the game in its original case with all materials included. If the case is damaged or the disc is scratched, the store may refuse the return or offer store credit instead of a refund. Some stores require a receipt; others will look up your purchase using your payment card. Call the store before you go to confirm their specific policy and whether they have the game in stock to accept the return.

What to do if your refund request is denied

If a platform denies your refund request, you can appeal. Go back to the refund request page or contact support directly. Explain why you believe you deserve a refund — for example, the game does not run on your system, it is unplayable, or it is significantly different from how it was advertised. Provide specific details: what error messages you see, what system you are using, or what features are missing.

If the game is genuinely broken or unplayable, most platforms will reconsider even if you are outside the normal window. If you paid with a credit card or PayPal, you can also dispute the charge with your payment provider, though this should be a last resort because it can result in your account being suspended on that platform.

Refund timelines and where the money goes

Most digital platforms process refunds within 5 to 10 business days. The money is returned to your original payment method — if you paid with a credit card, it goes back to that card; if you paid with PayPal, it goes back to PayPal; if you paid with a gift card balance, it goes back to your account balance on that platform.

If you paid with a gift card that you no longer have, the refund still goes to your account balance, not back to the card itself. You can then use that balance to buy other games or items on that platform. Credit card refunds may take an additional 1 to 3 business days to appear on your statement after the platform processes them, depending on your bank.

Frequently Asked Questions

Can I refund a game if I have played it for more than 2 hours on Steam?

Not under the standard policy. However, if the game is broken, crashes frequently, or does not run on your system, you can contact Steam support and explain the technical issue. Steam may refund you even outside the 2-hour window if the problem is documented. You will need to provide details about the error or performance issue.

What if I bought a game as a gift and the person who received it wants to refund it?

The person who received the gift can request a refund through their own account on the platform, using the same process as any other refund. The refund will go back to the original payment method used to buy the gift, which is your account. The recipient cannot refund it themselves.

Do I lose the game immediately after I request a refund?

No. You keep access to the game while the refund is being processed. Once the refund is approved and completed, the game is removed from your library and you can no longer play it. On some platforms, you may lose access immediately after approval, so check the platform's policy before requesting.

Can I refund a game I bought on sale or with a discount code?

Yes. The refund amount is the price you actually paid, including any discount. If you bought a game for $10 on sale when it normally costs $20, the refund is $10. There is no penalty for buying on sale.

What if the game worked fine at first but now crashes or will not launch?

Contact the platform's support team and describe the problem. If the game worked when you bought it but is now broken due to an update or system change, you have a strong case for a refund even if you are outside the normal window. Provide details about when the problem started and what error messages appear.