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

The store or platform that sold you the game is the only place that can refund it. Steam, PlayStation Store, Xbox, Nintendo eShop, Epic Games Store, and GOG each have their own refund windows and rules. If you bought a physical copy at a retailer like Best Buy or GameStop, you go back to that retailer, not to the game publisher. The publisher — the company that made the game — cannot process refunds; they only receive money after the platform takes its cut.

Most digital platforms allow refunds within a set number of days of purchase, usually 14 days, as long as you have not played the game much. Some platforms count playtime in hours; others count calendar days. A few retailers have no time limit but require the game to be unopened and in original condition.

Key Takeaways

  • Steam refunds require a request within 14 days of purchase and fewer than 2 hours of playtime, and the refund goes back to your original payment method within 5 to 10 business days.
  • PlayStation Store, Xbox, and Nintendo eShop each have different windows — typically 14 days — and some require you to have played very little or not at all.
  • Physical copies from retailers like Best Buy or GameStop usually have a 30-day return window and must be unopened or in resalable condition.
  • If a platform denies your refund request, you can contact their support team with details about why you want the refund, though the outcome depends on their policy.
  • Refunds to credit cards and debit cards take 5 to 10 business days to appear; refunds to digital wallets like PayPal or Steam Wallet are usually faster.

Steam refunds: the 14-day, 2-hour window

Steam allows you to request a refund within 14 days of purchase as long as you have played the game for fewer than 2 hours total. The clock starts the moment you buy it, not when you first launch it. If you buy a game on Monday and request a refund the following Tuesday, you are still within the window — but if you have played for 2 hours and 15 minutes, Steam will deny the request.

To request a refund on Steam, go to your library, right-click the game, select "Manage," then "Refund Options." You will be asked to choose a reason — common ones are "It's not what I expected" or "I have a bug or problem." Steam processes most refunds within 5 to 10 business days. The money goes back to your original payment method: your credit card, debit card, or Steam Wallet, depending on how you paid.

If Steam denies your refund, you can contact Steam Support with more detail about your reason. They occasionally overturn denials, especially if you have a legitimate complaint about a bug or misleading store description, but there is no may provide.

PlayStation Store, Xbox, and Nintendo eShop refunds

PlayStation Store allows refunds within 14 days of purchase if you have not downloaded or played the game, or if you have barely played it. If you have already downloaded it, your chances of approval drop significantly. Xbox has a similar policy: 14 days and minimal or no playtime. Nintendo eShop is the strictest — refunds are rare and usually only granted if the game is unplayable or has a serious bug.

To request a refund on PlayStation, go to your library, find the game, and select "Request a Refund." On Xbox, visit your account settings, go to "Purchase History," find the game, and select "Manage." On Nintendo eShop, you will need to contact Nintendo Support directly through their website because there is no in-app refund button.

All three platforms process refunds to your original payment method within 5 to 10 business days. If you paid with a credit or debit card, the refund appears as a credit on your statement. If you used a digital wallet or gift card balance, the money returns to that account.

Epic Games Store and GOG refunds

Epic Games Store offers a 14-day refund window with no playtime limit — you can request a refund up to 14 days after purchase regardless of how much you have played. This is more generous than Steam or console stores. To request a refund, log into your Epic account, go to your library, find the game, and select "Request a Refund."

GOG (Good Old Games) allows refunds within 30 days of purchase as long as you have not played the game for more than 30 hours. GOG is known for being more lenient than other platforms. To request a refund, log into your GOG account, go to your library, find the game, and select "Return this product."

Both platforms return money to your original payment method within 5 to 10 business days. If you paid with a credit card, the refund appears as a credit on your statement.

Physical game refunds from retailers

Retailers like Best Buy, GameStop, and Walmart handle physical game refunds differently than digital platforms. Most allow returns within 30 days of purchase if the game is unopened and in original condition. Some retailers accept opened games if they are in resalable condition — no scratches on the disc, original case, all inserts included.

Bring your receipt and the game to the store where you bought it. If you do not have a receipt, the retailer can usually look up the purchase using your credit card or loyalty account. Refunds are issued to your original payment method or as store credit, depending on the retailer's policy.

GameStop's policy is stricter than most: they typically do not refund opened games, though they may offer store credit. Best Buy accepts opened games within 15 days if they are in good condition. Always check the receipt or ask at the register when you buy — return windows vary by store and sometimes by region.

What to do if your refund request is denied

If a platform denies your refund, your options depend on why they denied it. If you exceeded the playtime or time window, the denial is usually final — platforms enforce these limits strictly. If you were denied for another reason, contact the platform's support team and explain your situation in detail.

Common reasons for appeal include: the game does not run on your system, the store description was misleading, the game has a game-breaking bug, or you were charged twice by mistake. Provide screenshots or video if you can. Support teams have some discretion and may overturn a denial if your reason is strong.

If the platform still refuses and you paid with a credit card, you can file a chargeback with your credit card company. This is a last resort — it can result in your account being suspended or banned from the platform — but it is an option if you believe the charge was fraudulent or the product was not as described.

How long refunds take to appear

Most platforms process refunds within 5 to 10 business days. The exact timeline depends on your payment method. Refunds to credit cards and debit cards take the longest because the card company has to post the credit to your account. Refunds to digital wallets like PayPal, Apple Pay, or Google Pay are usually faster — sometimes within 24 hours.

If you paid with a gift card or store credit, the refund goes back to that account immediately or within 1 business day. If you paid with a bank transfer or wire, the refund may take up to 10 business days because banks process transfers slowly.

Check your payment method's transaction history to confirm the refund was processed. If 10 business days have passed and you do not see the refund, contact the platform's support team with your refund request number.

Frequently Asked Questions

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

No. Steam's policy is firm: fewer than 2 hours of playtime within 14 days of purchase. If you have exceeded 2 hours, Steam will deny the request automatically. Some support agents may make exceptions for technical issues or misleading descriptions, but this is rare.

What counts as playtime for a refund?

Only time spent actually playing the game counts. On Steam, this is tracked automatically and shown in your library. Time spent in menus, loading screens, or idle does count toward the total. On console stores, playtime is also tracked, though the exact method varies by platform.

Can I refund a game I bought on sale?

Yes. Refunds are issued at the price you paid, not the original price. If you bought a game for $15 on sale and it normally costs $60, you get $15 back, not $60.

What if I bought a game as a gift and want to refund it?

Most platforms allow the gift recipient to request a refund directly, as long as they meet the time and playtime requirements. The refund goes back to the original payment method — the gift giver's account — not to the recipient. Some platforms require the gift giver to request the refund instead.

Do I lose the game permanently after I get a refund?

Yes. Once a refund is processed, your license to play the game is removed. You cannot play it anymore, even if you reinstall it. If you want to play it again later, you have to buy it again.