If you are having issues with a product, there may be other options before you return it:
Find online help on the Microsoft's support websites
Contact Microsoft Authorized Store for questions about your order or for help downloading and installing software. For technical support, contact Microsoft at 2388 9600.
For Microsoft 365 and related products issue, please refer to Microsoft's website (Microsoft 365 FAQ).
Microsoft Authorized Store's full return policy is set out in the Terms of Use and Sale. The return policy is provided in addition to any statutory return rights that you may have under law.
You may exchange or request a refund according the product category below within 14 calendar days (For Surface device products, see the designated contents below). The application period will expire after 14 days from:
*Please always refer to the product page return policy as final version.
Surface devices: If products fails to meet manufacturer's standards, you may request exchange within 14 calendar days. (All requests have to be verified by us) Refund policy is not applicable to these items. Returning any Surface devices for exchange purpose, the recycle label need to return together.
If the applicable law of your country grants you a longer withdrawal period, that period will apply.
To exercise your right of withdrawal, you must inform us of your decision before the withdrawal period has expired. Please contact us by calling the customer support number located on our Sales and Support page to notify us of your decision and to begin the return process described below.
* All ESD product cannot be refunded, returned or exchanged.
Microsoft Authorized Store wants you to be satisfied with your purchase. We will accept returns and exchanges of items that meet the return criteria below.
As a condition of return, and to the extent permitted by law, the following requirements apply. All products must be returned with reasonable care having been taken (such as must not show wear or damage, and must be in a condition that permits us to resell them), please pack and seal your return securely in an undamaged box together (not the original product packaging) with the original receipt or gift receipt, the original documentation, instruction manuals, registration, parts and components (including cables, controllers, and accessories) and the manufacturer's packaging. Affix the return code on the shipping slip, and ship the parcel to warehouse. If you use the original product packaging and it's found to have any delivery labels on it, the return request could be rejected. For PC & Windows tablet, Microsoft Authorized Store only allows returns if the product fails to meet manufacturer's standards. All requests have to be verified by us. All boxed software, video games, Xbox Live Gold Subscription Card and Xbox Gift Cards must be returned with their seal intact. For services, the service must not have been delivered or consumed by you. All ESD product cannot be refunded, returned or exchanged.
All returns should 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 manufacturer's packaging. All gift items must be returned together with the returned products, otherwise the retail value of the gift item would be deducted from refund. Subject to applicable law, failure to include such items may prevent or delay your refund or exchange or result in additional fees and Microsoft Authorized Store reserves the right to deny any return or exchange if it fails to meet our return criteria.
You may cancel your pre-order any time before the product is released by calling the customer support number located on our Sales and Support page. Once your order has been made available for download or shipped, the normal return policies apply.
All ESD product cannot be refunded, returned or exchanged.
Please call us at the customer support number located on our Sales and Support page to request a Return Material Authorization (RMA) and a return shipping label no later than 14 days after the date of delivery.
We will examine the items when received and, if they are eligible for return or exchange under our Terms of Use and Sale, Microsoft Authorized Store will arrange for an exchange or issue a credit to the same method of payment you used to purchase the item and send you a return receipt e-mail.
Please call us at the customer support number located on our Sales and Support page.
Items ordered from the Microsoft Authorized Store can only be returned or exchanged at the Microsoft Authorized Store online. Items purchased at a Microsoft Retail store location can only be returned or exchanged at a Microsoft Retail Store location.
If you purchase an otherwise returnable item with the Upgrade Option, returns and exchanges will be honored for 14 days from the date you place your order.
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 or request an exchange.
Microsoft Authorized Store occasionally offers promotions that enable you to save money by purchasing a combination of products together. All of the products purchased together as part of a promotion must be returned in order to receive a refund. If your promotion included a service that you have already used, the retail value of the service will be deducted from the amount of your refund.
Trial period offer: Unless otherwise noted, if a customer participates in a trial period offer, the customer must cease the service before the trial period ends in order to avoid incurring any new fees. If the customer does not cease the service before the trial period ends, the customer will be charged for service related fees.
