How to get a Steam refund: From 14-day/2-hour conditions to DLC and inquiries after rejection

This is information for those who want to receive a refund for a game or item purchased on Steam. First, check the actual seller of the receipt and follow the steps to submit it to the account you purchased it from. We've even outlined how to inquire when you don't see the refund button and how to check the results.

1. Check if my purchase is eligible for a refund

For general games and software, it is standard to apply within 14 days of purchase and when play time is less than 2 hours. Check the actual time in your library, as it may also record the amount of time the game was left running and on. Even if you exceed the requirements, you can still submit your request for review, but this does not mean it will be approved. For keys or wallet cards purchased outside of Steam, you will need to contact the actual retailer.

2. Changes by game, DLC, and subscription

The standard for DLC is 14 days after purchase, less than 2 hours of basic game play after DLC purchase, and no consumption, changes, or transfers. Some DLC is marked as non-refundable in the store. You can apply if the wallet balance you recharged on Steam is within 14 days and has not been used at all. In-game purchases of Valve games must be unused within 48 hours, and for third-party games, you must check whether refunds are supported at the time of purchase. The 14 days of pre-order are calculated from the official release, but Early Access and Advanced Access play are included in the 2 hours.

3. Materials to prepare before application

Order number, payment date and time, product name/edition, amount/currency, actual payment destination, account country, execution/use status are organized in one note. If there is an error, write down the error code, when it occurred, and what action you have already tried. Attach only the part of the receipt screen that shows your account email and order to official private inquiries and do not post it in public comments.

4. Proceed with refund application step by step

1. Open the Steam Support website and log in with the actual purchase account.
2. Select Purchases and open the order you want to refund. Once you've entered the recent games list, go to Purchases and check the payment date again.
3. Under Purchase Issues, select the item that applies to your refund request. Resolving simple execution errors and requesting a refund are different options.
4. Select a refund method. Please check before submitting as it may be returned to your Steam Wallet if the original payment method is not provided.
5. Enter the reason for the refund and any necessary explanation. If you cannot run it, write down the truth about when the error occurred, your PC environment, and the solutions you have already tried.
6. Submit your request and keep your confirmation email and request number. Check the processing result in the corresponding request from Customer Support.

5. When it is not on the list or the money is not visible after approval

If you don't see the game in your purchase list, check for other accounts, gifts, or foreign keys first. For gifts already received, the recipient must first initiate the refund process and the money will be returned to the purchaser. After approval, the amount will be paid within a week according to official instructions, but you must also check how the payment company is displayed to ensure that it is reflected in your card statement. Continuing to purchase or refund the same game may be restricted to policy abuse.

6. Contact customer support

Open the purchase in Customer Support and add an explanation to the response to the existing request. If it exceeds 2 hours, do not hide the recorded time, but write down the circumstances in which the error occurred and the time you attempted to provide assistance. Inquiries reporting bugs to the game developer and inquiries requesting Steam to return payment have different reception locations.

7. Inquiry that can be rewritten as is

The sentence below is an example of an inquiry message sent to customer support and is not a method of bypassing approval. Replace the parentheses with actual information and erase anything that does not apply to your situation. In particular, whether it is used or when it is first run is stated truthfully.

Title: [Steam] Purchase Refund / Payment Inquiry
Order number: [Order number on receipt]
Product Name/Edition: [Game / DLC / Subscription Name]
Purchase date/amount/currency: [Date and actual amount]
Purchase place/account country: [store and country]
Run/Use: [Play time / Not used]
Problem: [When it occurred and the actual reason]
Actions already attempted: [Actions and Results]
Request: [Refund availability / Confirm order / Check processing status]
Existing application number: [Enter if available]

8. Check after submission

Save the application completion screen and confirmation email and check the status of your request first. Reviewing, approval, rejection, and waiting for payment company reflection are different states. If denied, check what conditions were applied and supplement the original request as new evidence becomes available. Even if a refund is approved, check separately whether automatic renewal has been canceled. The process is completed by confirming the final return method and changes in game/item usage rights.

Source and verification criteria

Written by the TroubleMaker operations team based on the original instructions confirmed on October 7, 2026. The images below are schematics I created to explain the procedure and are not actual account screens or proof of application completion. Menu names and terms of provision may vary depending on account country, product, or update, so please check the original page as well.

Steam Official Refund Policy

Steam Refund Application Procedure

Apply for Steam Customer Support