Why are Steam videos lagging behind

What can be refunded

You can request a refund for almost any purchase on Steam - for any reason. Your computer may not meet the system requirements; maybe you bought a game by mistake; maybe you've played the track for an hour and just don't like it.

It is not critical. For inquiries via help.steampowered.com, Valve will reimburse any title for which a reimbursement request is received within the given return period and which has not been played for more than two hours. Please see below for more information. You can also make a request if you do not meet the requirements mentioned and we will review it.

You will receive a full refund within one week of your application being approved. You will be refunded either as Steam Credit or through the original payment method you used to purchase. If for any reason Steam is unable to process your refund using the original payment method, you will receive the full amount of the refund as Steam Credit. (Some payment methods available on the Steam Store in your country do not support refunding a purchase. Click here for a full list.)

Steam's refund policy applies to all games and software applications in the Steam Store for purchases made within two weeks of the date of purchase and for less than two hours of play. The following is an overview of how these refunds work for other purchases.

Refunds on additional content
(Steam Store Content that may be used in other games or software applications, "DLC")

Additional content (DLC) that was purchased via the Steam Shop can be refunded within 14 days of the date of purchase, provided that the main game to which the additional content belongs has not been played for more than two hours since purchase and the additional content has not been consumed, modified or transferred. Please note that in some cases Steam will not be able to issue refunds for third-party add-on content (for example, if the add-on content irrevocably improves a game character). These exceptions are listed as non-refundable on the shop page prior to purchase.

Refunds on in-game purchases

Steam will offer refunds for in-game purchases on any Valve game within 48 hours of the date of purchase, provided that the item in question has not been consumed, modified or transferred. Third-party providers are given the option of offering this type of refund for items within games as well. Steam will notify you during the checkout process if the respective third party provider makes use of this option for the item in question. Otherwise, in-game purchases are non-refundable through Steam.

Refunds on pre-orders

If you pre-order a title on Steam (and have already paid for it in advance), you will be able to trigger a refund at any time before the title in question is published. Refunds within 14 days of publication and with less than 2 hours of play are also available.

Steam Credit Refunds

You can trigger a refund for Steam credit within 14 days of the date of purchase, provided that you have purchased the credit via Steam and this credit has not yet been used.

Renewable Subscriptions

Renewable (e.g. monthly or yearly) subscriptions with regular billing are available on Steam for some content and services. If you haven't used your renewable subscription during the current billing cycle, you can request a refund within 48 hours of purchase or auto-renewal. Content is deemed to have been used if subscribed games were played during the current billing cycle or if benefits or discounts included in the subscription were used, consumed, changed or transferred.

Note: You can cancel an ongoing subscription at any time via your account details. Once canceled, your subscription will no longer be auto-renewed, but you will retain access to the content and benefits of the subscription until the end of your current billing cycle.

Steam hardware

You can request a refund for Steam hardware and accessories purchased through Steam within the timeframe set out in the Steam Hardware Refund Policy. You must return the products to us within fourteen (14) days of the refund request, following the instructions we have received. For more information on the withdrawal and return process for Steam hardware and accessories, please read the Steam Hardware Refund Policy.

Refunds for bundle purchases

You will receive a full refund for bundles purchased from the Steam Shop as long as none of the items in the bundle have already been given away and if the total playing time of all items is no more than two hours. If the bundle contains an in-game item or additional content that is non-refundable, you will receive a message from Steam when you check out whether the entire bundle is refundable.

Purchases outside of Steam

Valve cannot offer refunds for purchases outside of Steam (for example, CD keys or Steam credit cards obtained from third parties).

VAC exclusions

If you have been banned by VAC (Valve Anti-Cheat System), no refunds are available for this game.

Video content

Unfortunately, we cannot issue refunds for video content on Steam (e.g. movies, short films, series, episodes, and tutorials) unless the video is part of a bundle of refundable content (not videos).

Refunds on gifts

Gifts that have not yet been redeemed can be refunded within the 14 days / 2 hours period. Redeemed gifts can be refunded under the same conditions if the recipient of the gift requests the refund. Funds for purchasing the gift will be credited to the original purchaser.

EU return policy

For more information on the EU return policy for Steam users, please click here.


Refunds were introduced to remove the risk of purchasing titles on Steam rather than to get games for free. If we have the impression that you are abusing this feature, we will no longer offer you any refunds. If you request a refund for a title that was purchased shortly before a promotion and then immediately re-purchased at the promotional price, this is not considered to be abuse.

To request a refund or get more help with your Steam purchases, please visit help.steampowered.com.

Last updated: November 10, 2020