For games bought on Steam, Valve’s standard offer is within 14 days of purchase and with less than two hours played. Requests outside those limits can still be considered.
Check the standard window
Valve’s standard offer covers Steam-store games and software within two weeks of purchase and under two hours of playtime. A request is not the same as approval. Valve says you may still request a review outside the limits. Steam Refunds ↗
Know which purchase you are asking about
DLC, in-game items, hardware, subscriptions, and bundles have separate conditions. Playtime in Early Access or Advance Access counts toward the two-hour limit. Valve cannot refund a key bought from an outside retailer. Some jurisdictions provide additional rights when a game is faulty. Steam Refunds ↗
Prepare your request
- Identify the purchasing account and purchase record.
- Open Steam Support and select the purchase.
- Explain the problem accurately and follow the refund options shown.
- Keep the confirmation and review the response before assuming the request succeeded.
The distinction between the seller and the activation platform matters here. A Steam library entry tells you where a game is available to launch; your purchase record tells you who took payment. Start with that record when the support path is unclear.
Read the full policy for your case
This overview is a route into Valve’s policy, not a ruling on your particular request. Use the official page for category-specific conditions and exceptions. Record what happened, when you purchased, and what you have already tried. Clear information is more useful than guessing whether the system will say yes.
Sources & review
Prepared with AI assistance under the Steam Updates Editorial Desk role. Current factual statements were checked against the cited sources; account-specific outcomes remain with Steam Support. Our methodology explains the limits.
Revision · 11 September 2026 — First edition. View editorial revisions.