Before requesting a Steam refund, check what you bought, when you bought it and how much it has been played. This guide separates the standard game rule from product exceptions, then explains the official request process.
Checked 5 October 2026. Gamestop News is an independent publication. We are not Valve, Steam Support or the GameStop retailer, and cannot process refunds.
The standard Steam refund rule
For games and software purchased through Steam, Valve’s standard policy covers requests made within 14 days of purchase with less than two hours played. Steam’s refund FAQ says online, offline and shared-library playtime counts. Requests outside the standard limits can still be submitted for consideration, but approval should not be assumed.
Check the dates and playtime before writing your request. A clear record of the purchase and the issue is more useful than trying to predict the outcome from other players’ experiences.
Exceptions to check before applying
The Steam Refunds policy distinguishes several purchases:
- DLC: the 14-day window applies, with under two hours in the underlying game since purchase. Content must not have been consumed, modified or transferred; some third-party DLC is marked non-refundable.
- Before release: playtime in Early Access or Advance Access counts towards the two-hour limit. Valve says the 14-day period begins at release. A pre-purchase that cannot yet be played can be refunded before release.
- Gifts: standard eligibility applies. For a redeemed gift, the recipient initiates the request; the money returns to the purchaser.
- Bundles: combined usage must be under two hours and no items transferred. Checkout identifies bundles containing non-refundable items.
- Outside purchases: Valve does not refund keys or wallet cards bought from third-party sellers.
Hardware and other purchase types have separate conditions. Read the applicable section instead of applying the game rule to every item. Valve also warns that abuse can lead to loss of refund access.
How to request a Steam refund
Use Steam Support. Valve’s request instructions describe these steps:
- Sign in to the Steam account that made the purchase.
- Open Purchases and choose the relevant transaction.
- Select the problem, then the refund-request option.
- Complete the form and choose an available refund destination: Steam Wallet or the original payment method.
- Submit the request and look for the confirmation email.
A submission confirmation is not the approval message. Valve sends a further email when the refund is processed. If you are unsure which transaction is involved, compare your receipt with your account history before submitting anything.
How long do approved refunds take?
Steam’s refund FAQ says approved refunds can take up to seven days to appear, with Wallet credit potentially taking 24–48 hours. International payment methods may take longer. It advises contacting your bank about a missing bank refund after seven days.
There is another possibility: a purchase approved for refund within 24 hours may be cancelled rather than refunded as a separate credit. Steam says the bank can take up to 30 days to release that hold. Check whether the original charge disappeared instead of looking only for a new credit.
What if the request is declined?
If you believe Steam handled your request incorrectly, its FAQ allows another request with a detailed explanation. A second submission is not a promise of a different decision.
Write a short factual account: identify the product, describe the problem and explain what you believe was missed. Keep personal account information within Steam’s own support system. Never send this publication your password or payment details.
For our sourcing approach, read our editorial standards. For an account-specific outcome, use Steam Support and the current policy linked above.