Refund help

Question

My six year-old grandson bought a game Subnautica two and my device does not play that and he didn’t understand it could I please get a refund

Answer 1

A refund may be possible if the game was bought digitally from Microsoft Store, but digital games are only refundable when the offer or applicable law allows it. To try for a refund of Subnautica on a Windows 10 PC:

1. Go to the Xbox support page to Request a refund for digital games: https://support.xbox.com/help/subscriptions-billing/buy-games-apps/refund-orders and sign in with the Microsoft account that bought the game.
2. Select the Subnautica purchase and choose Request a refund.
3. Explain that the purchase was made by a child and the device cannot play the game, then select Next.
4. If the details are correct, select Submit.

Refund requests can take up to 72 hours to process. Status can be checked on the Refund status tab or on the Xbox order history page: https://go.microsoft.com/fwlink/?linkid=2196141.

If the Request a refund option is not available online in the region, or the purchase used a non-Microsoft billing platform inside the app, contact support instead:

• For Microsoft Store purchases where online refund is not available, use Sales support: https://support.microsoft.com/en-us/account-billing/help-with-microsoft-store-purchases-4f615f2a-6bbd-fd69-6695-ae213d63eef0.
• If the game or in-app purchase used an alternative billing platform, contact the game publisher for refund help.

If the charge is not recognized or seems accidental/unauthorized, the purchase can also be handled as an accidental or unauthorized purchase using the same refund page above.

---

References:

• Get a refund for apps and games purchased from Microsoft Store
• Check the status of your Microsoft Store return or refund
• Cancel an order or pre-order from Microsoft Store
• In-app purchases with non-Microsoft billing platforms