Steam Refunds: Valve's Rules and How to Request One

Steam's own refund page says players can ask for their money back for almost anything bought on the platform. That includes a game that doesn't run on your PC, an accidental purchase, or a title you tried and didn't enjoy. Here is what Valve's page says about who qualifies, where to ask and what follows.

What the refund rule covers

Valve says it will issue a refund for any reason if the request is made within the required return period. For games, the title must also have been played for less than two hours. The headline offer, two weeks from purchase and under two hours of playtime, applies to games and software applications on the Steam store.

Valve adds that you can still ask if you fall outside these rules, and it will take a look. It also notes that consumers in some jurisdictions may have extra refund rights when a game is faulty.

Limits by type of purchase

DLC: Refundable within 14 days of purchase, if the underlying title has been played for less than two hours since the DLC was bought. The DLC must not have been consumed, modified or transferred. Some third-party DLC can't be refunded, for example if it irreversibly levels up a character. Valve says those exceptions are marked nonrefundable on the Store page before purchase.
In-game purchases: In Valve-developed games, refundable within 48 hours if the item hasn't been consumed, modified or transferred. Third-party developers can choose to offer the same terms, and Steam says at purchase if they have. Otherwise, in-game purchases in non-Valve games aren't refundable through Steam.
Pre-orders: The two-hour playtime limit applies, except for beta testing, but the 14-day period doesn't start until the release date. In Early Access or Advance Access, any playtime counts toward the two hours. If a pre-purchased title isn't playable before release, you can request a refund any time before release. The standard 14-day/two-hour period then starts on the release date.
Steam Wallet funds: Refundable within 14 days of purchase if bought on Steam and none of the funds have been used.
Subscriptions: If unused in the current billing cycle, you can ask within 48 hours of the initial purchase or any automatic renewal. Valve counts a subscription as used if any included game was played or any benefit or discount was used, consumed, modified or transferred.
Hardware: Steam hardware and accessories bought via Steam follow the separate Hardware Refund Policy.

How to request a refund

The page says requests go through help.steampowered.com, Valve's support site. The excerpt of the page provided does not list individual click-by-click steps or a phone number, so check that site for the exact screens.

What you will want to know before asking, based on the rules above, is what you bought, when you bought it and how long you've played. For in-game items, DLC and subscriptions, the page also turns on whether the item was consumed, modified, transferred or used.

What happens after you ask

Valve says a refund is issued in full within a week of approval. You receive it in Steam Wallet funds or through the same payment method you used to buy. If Steam can't refund to the original payment method, your Steam Wallet is credited the full amount. Valve notes that some payment methods may not support refunds back to the original method, and its page links a full list.

Cancelling a subscription is separate. You can do it at any time in your account details. It stops automatic renewal, and you keep access through the end of the current billing cycle.

What it means for you

The two-week and two-hour limits are the main numbers for games, but DLC, in-game items, subscriptions and pre-orders each have their own windows. Checking the purchase type against the list above shows which window Valve's page applies. If you're outside a window, the page says you can still ask and Valve will look at the request.

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Quick answers

How long do I have to request a Steam refund for a game?

Valve says within two weeks of purchase, and only if the game has been played for less than two hours.

Can I get a refund on a pre-order?

Yes. If the game isn't playable before release, Valve says you can ask any time before release, and the standard 14-day/two-hour period starts on the release date.

Where does the refund money go?

Valve says it goes to Steam Wallet funds or the original payment method. If the original method can't be used, the Steam Wallet is credited.