Refund for Windows Store purchase of Windows 11 Pro

Question

Refund for Windows Store purchase of Windows 11 Pro

Stacy 20

I purchased Windows 11 pro around a week ago and it failed to install due to error. Microsoft support tried for two days and many hours to get it to install and they were not able to and refunded my purchase. We discussed having me factory reset my Surface Pro 11 and try the install again. I did, but it failed again. I then tried to install it on a different Lenovo PC, but it did not recognize that I had purchased it. I'd like to get my money refunded to me since I'm unable to install it on either PC.

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EmilyS726 267.7K Independent Advisor

Stacy, you mentioned "they were not able to and refunded my purchase", does it mean they were not able to install it and had already refunded your purchase? If so, it can take 5-7 business days for it to process.

Otherwise, you need to talk to support. This is community forum, no one here can handle such request.

When you talk to support, explain it and see what they say because normally Windows license is not refundable, but exceptional situations might be considered by them.

To get help, open the "Get Help" app on your computer (just search for it in the Start menu). or go to https://support.microsoft.com/contactus, Type "Billing" and press Enter. On the next screen, click "Contact support" at the bottom of the page, then choose "Windows" > "Manage my subscription". You’ll then see the option to chat with a Microsoft support agent who has access to your account to help review the issue.

Stacy 20 Reputation points

2026-07-28T15:04:15.8633333+00:00

There were two purchases. One I tried for multiple days to get it to install using all the advice AI and later Microsoft could give me. After two days of Microsoft trying to get it to install, they said their only option was to refund the purchase which they did and which occurred. But then I tried later to do what I had discussed with Microsoft which was to factory reset the PC, apply all updates, then try again. In order to try again, I had to purchase it a second time since the first one had been refunded already. I thought that if I couldn't get it to install on the Surface Pro, I would try installing it on the Lenovo, and if that didn't work ask for a refund. It didn't work so now I'm trying to find out who to call or talk to in order to get a refund on the current purchase.
EmilyS726 267.7K Reputation points Independent Advisor

2026-07-28T15:06:30.61+00:00

Ah I see what you mean now. Thanks for clarifying. So looks like support does understand the situation and did make an exception for you.

So yes, definitely use the instructions I gave you to get a hold of them and ask for the second refund.
Stacy 20 Reputation points

2026-07-28T15:17:15.9733333+00:00

Thank you

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Stacy 20 Reputation points

2026-07-28T15:04:15.8633333+00:00

There were two purchases. One I tried for multiple days to get it to install using all the advice AI and later Microsoft could give me. After two days of Microsoft trying to get it to install, they said their only option was to refund the purchase which they did and which occurred. But then I tried later to do what I had discussed with Microsoft which was to factory reset the PC, apply all updates, then try again. In order to try again, I had to purchase it a second time since the first one had been refunded already. I thought that if I couldn't get it to install on the Surface Pro, I would try installing it on the Lenovo, and if that didn't work ask for a refund. It didn't work so now I'm trying to find out who to call or talk to in order to get a refund on the current purchase.
EmilyS726 267.7K Reputation points Independent Advisor

2026-07-28T15:06:30.61+00:00

Ah I see what you mean now. Thanks for clarifying. So looks like support does understand the situation and did make an exception for you.

So yes, definitely use the instructions I gave you to get a hold of them and ask for the second refund.
Stacy 20 Reputation points

2026-07-28T15:17:15.9733333+00:00

Thank you

Answer 1

Stacy 20

Duplicated...

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