Can I Get a Refund on a Steam Game? Your Complete Guide to Steam’s Refund Policy
You just bought that shiny new AAA title on Steam — hype trailer, glowing reviews, friends raving about it. You boot it up, play for an hour… and realize it’s not what you expected. Maybe the controls feel clunky. Maybe it crashes every 10 minutes. Or maybe — horror of horrors — you bought the wrong version. Now you’re wondering: Can I get a refund on a Steam game?
The short answer? Yes — under specific conditions. Valve’s refund system is surprisingly user-friendly, but it’s not a free-for-all. Understanding the rules can save you time, frustration, and yes — your hard-earned cash.
What Steam’s Official Refund Policy Actually Says
Valve introduced its formal refund policy back in 2015, and it’s remained largely unchanged since. Here’s the official criteria:
You can request a refund for nearly any purchase on Steam — for any reason — as long as the request is made within 14 days of purchase and you’ve played the game for less than 2 hours.
That’s it. Two simple conditions:
- Within 14 days of purchase
- Less than 2 hours of total playtime
If both boxes are checked, your refund is typically processed automatically. Steam doesn’t ask why — whether it’s performance issues, buyer’s remorse, or even “my cat walked on my keyboard and bought it.” The system is designed to be frictionless.
Important note: This applies to games, DLC, in-game purchases (if unused), and even pre-purchased titles — as long as you haven’t launched the game after release.
What Happens If You’re Outside the Window?
What if you’ve played 2 hours and 5 minutes? Or it’s been 15 days? Don’t panic — Valve still reviews those cases, but approval is not guaranteed. Steam Support evaluates each request manually, considering factors like:
- Technical issues (game won’t launch, crashes persistently)
- Misleading store page or false advertising
- Accidental purchase (e.g., buying the wrong region or edition)
- Major content missing at launch (e.g., promised features absent)
Pro tip: If you’re outside the standard window, be honest and detailed in your refund request. Attach screenshots or videos if possible. Many users report success when they clearly demonstrate a legitimate issue.
Case in point: In 2022, a user requested a refund for a game 17 days after purchase, citing persistent crashes that made gameplay impossible. After submitting crash logs and a video, Steam Support approved the refund within 48 hours.
Exceptions and Special Cases
Not everything on Steam is refundable — here’s where things get tricky:
- In-game purchases and consumables — If you’ve used them (e.g., bought a skin and equipped it, or spent currency), refunds are typically denied.
- Pre-orders — Refundable anytime before release. After launch, the 14-day/2-hour rule kicks in.
- Games with VAC or Game Ban systems — If you’ve been banned for cheating, refund eligibility may be revoked.
- Third-party keys — If you activated a key purchased elsewhere (like Humble Bundle or Fanatical), Steam usually won’t issue a refund. You’ll need to contact the original seller.
- Free-to-play games — Only paid DLC or in-game items are eligible for refunds.
Bold reminder: Steam Wallet funds are non-refundable once spent — unless required by law (e.g., EU consumer protections).
How to Request a Steam Refund (Step-by-Step)
- Go to help.steampowered.com
- Log in to your account
- Click “Purchases” → find the game in question
- Select “I would like a refund”
- Choose your reason (optional, but helpful)
- Submit
Most approved refunds are processed within 7 days, and funds return to your original payment method. If you paid via Steam Wallet, the amount goes back there.
Fun fact: Steam processes over 10 million refund requests annually — and approves the vast majority that meet their criteria.
Strategic Tips to Maximize Your Refund Success
Even within the 14-day/2-hour window, a few smart habits can help:
- Test immediately. Don’t wait a week to try the game. The clock starts ticking at purchase.
- Track your playtime. Steam’s library shows “Last Played” and total hours. Refresh the page before launching to confirm your current count.
- Avoid multiplayer unlocks. Some games count tutorial or menu time — but others only start the clock once you “enter gameplay.” Still, don’t risk it.
- Save refund requests for genuine issues. While Valve doesn’t punish occasional refunds, repeatedly abusing the system may flag your account.
Real user example: Sarah bought a racing game but discovered her steering wheel wasn’t supported. She played 1h 45m testing different controllers, then requested a refund with a note explaining the hardware incompatibility. Approved in under 24 hours.
What If Steam Denies Your Refund?
First, don’t rage-post on Reddit just yet. You can:
- Appeal the decision by replying to the support email or opening a new ticket with additional evidence.
- Check regional laws. In the EU, UK, Australia, and other regions, consumer protection laws may override Steam’s policy. For example, EU law allows digital goods refunds if