Return / Exchange Policy
Computers and Computer Hardware Items
Refunds for computers and computer hardware items, desktops, laptops, netbooks, mice, keyboards and printers will be honored for fourteen (14) days from the date you received your item, provided it has not been opened or altered from its original state and does not show wear or damage.
Other Hardware Items (excluding RAM)
Refunds for other hardware items, including Xbox 360 consoles and controllers as well as Zune players and accessories, will be honored for thirty (30) days from the date of purchase, provided the item has not been opened or altered from its original state and does not show wear or damage.
RAM
ALL SALES ARE FINAL. In the case of a manufacturer defect, you must notify us within 30 days of purchase. In that case, the item will be replaced with the same product or, if that item is no longer available, a merchandise credit will be issued within 30 days.
Downloadable Software
Boxed Microsoft Software (excluding Xbox 360 games)
Boxed Non-Microsoft Software
ALL SALES ARE FINAL. In the case of a manufacturer defect, you must notify us within 30 days of purchase. In that case, the product will be replaced with the same product or, if that item is no longer available, a merchandise credit will be issued within 30 days.
Xbox 360 games
ALL SALES ARE FINAL. In the case of a manufacturer defect, you must notify us within 30 days of purchase. In that case, the item will be replaced with the same product or, if that item is no longer available, a merchandise credit will be issued within 30 days.
All permitted returns and exchanges must be accompanied by the original receipt or gift receipt, the original documentation, instruction manuals, registration, parts and components (including cables, controllers, and accessories) and the original packaging to qualify for a return. Failure to include such items may prevent or delay your refund or exchange or result in additional fees. When you make a qualifying return, we will credit the full amount, less the original shipping and handling charges, to the original method of payment. Microsoft Store online reserves the right to deny any return or exchange.
Return Process
To cancel an order:
For physical/non-downloadable items, you may be able to cancel an order before the items have shipped. To call us see the Contact Us page. After an order has shipped, you can return an item if you decide that you do not want it.
Before returning a purchased item, you can:
Find online help from the Microsoft Support Site
Post a question in the Microsoft Discussion Groups
Call 1-800-MICROSOFT (642-7676) for in-person technical product support, or
Call 1-877-696-7786 about your U.S. Microsoft Store order and get with help downloading and installing software
Items qualified for returning include:
Downloadable software products that were purchased from the U.S. Microsoft Store within the last 30 calendar days
Shipped software products in their original packaging, including media and product key, which were purchased from the U.S. Microsoft Store within the last 30 calendar days
Hardware items in their original packaging with all components and accessories, which were purchased from the U.S. Microsoft Store within the last 30 calendar days
To return downloadable software:
Confirm your order was placed within the last 30 calendar days.
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Uninstall the software from your computer:
In Windows Vista, use the Programs and Features Control Panel
In Windows XP, use the Add/Remove Programs Control Panel
Call Microsoft Store to request a return.
Microsoft Store will block the Product Keys which keeps you from installing the product again or using the product in the future. Microsoft Store will issue a credit to the credit card you used to purchase and send you a return receipt by e-mail.
To return physical/non-downloadable products:
Confirm your order was shipped within the last 30 calendar days.
Call Microsoft Store to request a pre-printed shipping label.
Box the item(s) and ship them back to the U.S. Microsoft Store.
We will receive the items, and, if they are returnable, Microsoft Store will issue a credit and send you a return receipt e-mail.
Preorder return
Preorders may be cancelled anytime before fulfillment. Once your order has been fulfilled, normal return policies apply.
Upgrade Option and Returns
If you purchase an item with the Upgrade Option, you must return it within 30 days of placing your order, and special return procedures apply as follows:
If you return the item before the upgrade product is released, you will not receive the upgrade product.
If you return the item after the upgrade product is released, you must return both the item and upgrade product in order to receive a refund.
Start a Return
Note: Please uninstall software items before starting the return process.
To return a downloadable product:
Please call 1-877-696-7786 within 30 days of placing your order. To return a downloadable product, you will be asked to assert that you have uninstalled the software. After you talk to a customer service agent, the product key will be blocked and you will not be able to install or use the software in the future.
To return a physical/non-downloadable product:
Please call 1-877-696-7786 for a Return Material Authorization (RMA) request within 30 calendar days of the receipt of the product. You must return the product to the warehouse within 30 calendar days of the issuance of the RMA. If the item is returnable and you send it back to us in the original box, Microsoft Store will offer you a refund based on your original method of payment. All products must be packed in the original, unmarked packaging, and include any accessories, manuals, documentation, and registration materials that shipped with the product.
