Game refunds UK: Steam, PlayStation, Xbox, Nintendo, Apple and Google

Quick wins

1. On Steam, request a refund before you pass two hours of play if a game isn't for you.
2. On PlayStation, turn off automatic downloads if you want to keep the 14-day cancellation option.
3. Pre-order on Nintendo eShop only if you're ready to cancel before the pre-load (up to seven days before release).
4. Keep order confirmations and screenshots of any faults.
5. For faulty games, cite the Consumer Rights Act 2015.

Steam: 14 days and under two hours

Valve's refund policy lets you request a refund for any reason within 14 days of purchase if you have played for less than two hours. Other points from the policy:

• DLC: within 14 days, provided the base game has been played for less than two hours since the DLC was bought.
• Pre-purchases: the two-hour limit still applies, but the 14-day window starts on the release date.
• In-game purchases in Valve games: within 48 hours.
• Bundles: refundable if combined playtime for all items is under two hours and nothing has been transferred.
• A VAC ban removes refund eligibility for that game.

Requests go through help.steampowered.com. Valve says approved refunds are issued within a week, to your Steam Wallet or the original payment method.

PlayStation Store: the download rule

PlayStation's UK cancellation policy lets you cancel a game or add-on purchase within 14 days and get a refund, provided you haven't started downloading or streaming it, unless it's faulty. That one condition catches people out: if a console downloads automatically, the right to cancel can be lost.

• Pre-orders: if paid 14 or more days before release, you can cancel any time before release; if paid within 14 days of release, you can cancel within 14 days of payment, provided you haven't started downloading or streaming the main part.
• Subscriptions such as PS Plus: you can cancel and request a refund within 14 days of the initial transaction, even after using it, with a possible pro-rata reduction.
• Virtual currency: refundable within 14 days only if you haven't launched the game since buying it.

Xbox and Microsoft Store: no fixed window promised

Microsoft's support page states that digital goods, including games, add-ons and subscriptions, aren't refundable unless the offer or applicable law says you're eligible. It does provide an online route: sign in to the Xbox refund request page, choose the item and select "Request a refund". Microsoft says requests can take up to 72 hours to process, and single items from within a bundle can't be returned. Unlike Steam, Microsoft doesn't publish a fixed playtime or day limit, so a refund is assessed case by case.

Nintendo eShop: pre-orders are your best protection

Nintendo's UK support says it can't offer refunds or exchanges for mistaken purchases or because you don't like a game. When you buy digital content, you consent to it being supplied immediately and acknowledge that you lose your right to cancel at that point.

Pre-orders work differently. Nintendo says you are charged from seven days before release, and it grants a voluntary right to cancel a pre-order any time before the non-playable pre-load is downloaded (up to seven days before release). Nintendo also states that you have a statutory right to cancel a pre-order contract within 14 days.

Apple App Store and Google Play

Apple: Apple directs customers to reportaproblem.apple.com, where you choose "Request a refund", pick a reason and select the item. Apple says to allow 24 to 48 hours for an update on the request, and that eligibility varies by country or region.

Google Play: for UK and EEA users, Google's policy says you have a statutory 14-day right of withdrawal for digital services such as subscriptions, while for digital content like apps and games you agree to immediate supply and waive the withdrawal right. Refunds after that are for content that's defective, unavailable or doesn't perform as stated. Google also notes you can only return an app or game once for a courtesy refund, and suggests contacting the developer, who can often resolve issues fastest.

Subscription refunds and cancellations

Subscriptions follow slightly different rules from games:

• PlayStation: the UK policy allows you to cancel a subscription and request a refund within 14 days of the initial transaction, even after starting to use it, though the refund may be reduced pro rata. Free trial periods count towards those 14 days.
• Steam: Valve says renewable subscriptions can be refunded within 48 hours of the initial purchase or of any automatic renewal.
• Google Play (UK): Google says you have a 14-day statutory right of withdrawal for digital services, and that cancelling a subscription takes effect from the next billing period.
• Microsoft: subscriptions are listed among digital goods that aren't refundable unless the offer or law says otherwise; you can still turn off recurring billing.

Whatever the platform, cancelling recurring billing straight after subscribing is a simple way to make sure nothing renews without a deliberate decision. See our subscription-or-buy guide to decide whether to keep a plan at all.

Your UK consumer rights for faulty games

Separately from store policies, the Consumer Rights Act 2015 says digital content, including games, in-game purchases and downloads, must be of satisfactory quality, fit for purpose and as described. Citizens Advice explains that if something goes wrong you may be entitled to a repair or replacement, and if the company won't fix it or takes too long, you can ask for a refund. The law doesn't automatically give you a full refund for faulty digital content the way it does for faulty goods; the amount depends on how long you've had it, how much you've used it and the problem. If faulty content damages your device, you may be entitled to compensation.

If a store refuses, Citizens Advice can help you understand your options.

How to ask for a refund without the runaround

1. Act fast: most windows are measured from purchase, not from when you first played.
2. Use the official route listed above for each store.
3. Be specific: say what's wrong (for example, it won't launch, or it was bought by mistake) and when you bought it.
4. Keep screenshots of the error and your order confirmation.
5. For faulty content, mention that digital content must be of satisfactory quality under the Consumer Rights Act 2015.

Want to avoid needing a refund at all? Try demos and trials first; see our guide to paying less for games.

Refund rules side by side

• Steam: 14 days from purchase and under 2 hours played, any reason.
• PlayStation Store (UK): 14 days, only if not downloaded or streamed (unless faulty).
• Xbox / Microsoft Store: no fixed window; assessed under the offer terms and the law.
• Nintendo eShop: no refunds for change of mind; pre-orders cancellable until the pre-load, up to 7 days before release.
• Apple App Store: request via reportaproblem.apple.com; eligibility varies.
• Google Play (UK): one courtesy refund per app or game; otherwise for defective or misdescribed content.