Return policy

We offer a 30-day money back guarantee on most items purchased from gear.xbox.com. All items that do not qualify for our 30-day money back guarantee will have special messaging on their individual product pages.

Our customer service team is available weekdays 8am-10pm EST and weekends 12pm-8pm EST, and can be contacted via live chat on the bottom right corner of the page, or through the contact form.

Merchandise cannot be returned if used, washed or worn.

Receiving Credit on Your Return

We will process your refund as soon as we receive the returned product(s) at the address provided by our Customer Support team. Be advised that you will only be refunded for the product(s) returned (minus shipping charges) as we will be providing you with a prepaid shipping label. The number of days the credit will take to post will depend on your financial institution’s policy regarding credits. If your item is returned back to us, a $5.00 convenience fee is also applied against the refund balance. Please visit our returns center to begin your return request.

PayPal Payments

If the purchase was made via PayPal then the refund will return to the PayPal account used to purchase. This will appear as credit in your PayPal account which you can use to make a purchase, or request to withdraw from PayPal to your bank account. Login to your PayPal account to get started.

Exchanges

We currently do not offer exchanges. But please feel free to contact our customer service team for return inquiries.

We currently do not offer exchanges. But please feel free to contact our customer service team for return inquiries.

Please note per our return policy, all return refunds are for the product only and do not include shipping charges. All returns processed back to our returns center may be assessed a $5.00 convenience fee for processing.

Items Not Eligible For Return

Some items are not eligible for a return. These items will have additional information included on their product pages - these items include the following:

  • Gift Cards
  • Items benefiting charities
  • Standees
  • Personalized Items
  • Items listed as final sale or exclusive

Extended Holiday Returns

Most items purchased in-store or online from November 15th through December 31st, are returnable until January 31st. Marketplace seller participation varies. See the Return Policy for details.

Damaged Products

Take a picture of the damaged area(s) and send them to contact@xboxgearshop.com, and please include your order number. Pictures are required to process a damaged return. A customer service representative will contact you with further instructions once the form has been submitted.

eGift Cards

Xbox Gear Shop eGift cards cannot be returned or refunded.