How to request a refund on the Meta Horizon Store

Meta will refund many apps and games bought on the Meta Horizon Store if you ask quickly and have not played them for long. This guide explains the time and playtime limits, what cannot be refunded, how to send a request and how to track it. The steps follow Meta's help article on refunds for apps and games, its content refund policy and its guide to your purchase history.

1. Check that your purchase qualifies

Meta says you may be eligible for a refund if both of these are true:

• You request the refund within 14 days of purchase.
• You have played the content for less than 2 hours.

For a gift, the 14 days count from the date the gift was redeemed. If you want to try a game before you commit, keep your first sessions short until you are sure.

2. Know what cannot be refunded

Meta's help article lists three things that can't be refunded:

• Content you have already refunded before.
• In-app purchases, such as add-ons bought inside a game.
• Subscriptions, including app and game subscriptions.

The content refund policy also excludes bundles and bundle content, Meta Credits and content bought outside Meta's platform. Films you buy or rent in the TV app follow Meta's separate Supplemental Video Terms instead. Meta also says it may decline refunds when it sees signs of abuse, such as many return attempts in a short time.

3. Request a refund on meta.com

The web form is the method Meta documents step by step:

1. Sign in and open Meta's refund request page.
2. Select a reason for your request, then select Game or app refunds.
3. Select the app or game you want to refund, then select Continue.
4. Select a reason for requesting a refund, then select Continue.
5. Select how you'd like to get your refund, then select Continue.
6. Select Request refund to complete your request.

4. Request a refund in the Meta Horizon app or your headset

You can also start a refund from your phone:

1. Open the Meta Horizon app.
2. Tap Menu at the top of your Horizon Feed.
3. Scroll down and tap Transaction history below Payment and subscriptions.
4. Tap Options next to the content you bought to view product details or request a refund.

Meta says refunds can be requested in your headset too. If you can't find the option there, use the meta.com form above. It covers the same purchases.

5. Choose how you get your money back

If Meta approves your refund, it credits your original payment method. For a faster refund, you can choose to receive it as Quest cash on your Meta account instead. On meta.com you make this choice in step 5 of the form.

Meta takes 5 to 7 business days to review, verify and process a request. You won't be able to open the app or game while the request is being processed.

6. Check your refund status

You can follow your request on meta.com or in the Meta Horizon app:

1. Open your digital purchases page on meta.com. It shows app and game purchases from the last 3 months.
2. If you don't see the item you returned, change the Ordered filter in the top right from Last 3 months to Anytime.

If the refund was approved but the money has not arrived within 7 business days, Meta recommends contacting your payment provider.

7. Handle gifts, children's accounts and late requests

• Gifts: only the person who received the gift can request a refund, and the money goes back to the buyer unless the law says otherwise. If a gift is not redeemed within 30 days, the buyer is refunded.
• Children's accounts: a parent or guardian who bought an app for a child's Meta account must first access the child's account, then follow the same steps. To control purchases in the first place, set up parental supervision with Family Center.
• EU, EEA and UK: the policy says your statutory right of withdrawal under local consumer law applies alongside Meta's policy.
• Outside the limits: if a purchase is not eligible for an automatic refund, Meta says you can contact its customer support to ask about other options.

If several people use one headset, apps bought on one account can often be used by others through app sharing. Read how to share a Meta Quest before buying a second copy of a game.