Side-by-side diff
PlayStation — Refund Policy
| Snapshot 2026-05-21 00:06 UTC | Snapshot 2026-09-11 08:31 UTC | ||||
|---|---|---|---|---|---|
| 2 | 2 | ||||
| 3 | Your right to cancel and receive a refund depends on the type of product you hav | 3 | Your right to cancel and receive a refund depends on the type of product you hav | ||
| > | e purchased from PlayStation™Store: | > | e purchased from PlayStation™Store: | ||
| 4 | 4 | ||||
| n | 5 | - Games, game add-ons, season passes, in-game consumables and PlayStation® Video | n | 5 | - Games, game add-ons, in-game consumables and season passes |
| > | titles | ||||
| 6 | - Pre-Orders | 6 | - Pre-Orders | ||
| n | 7 | - Promotional Bundles such as “3 for 2” | n | 7 | - Promotional Bundles |
| 8 | - Subscription Services | 8 | - Subscription Services | ||
| n | 9 | - Wallet top ups | n | 9 | - PlayStation Store wallet top ups |
| 10 | - Change of Online ID | 10 | - Change of Online ID | ||
| n | n | 11 | - Physical items | ||
| 11 | - Purchases made outside of PlayStation™Store | 12 | - Purchases made outside of PlayStation™Store | ||
| n | n | 13 | - Further Information | ||
| 12 | - How to request a Refund | 14 | - How to request a Refund | ||
| 13 | 15 | ||||
| n | 14 | In addition to the rights set forth below, you may have additional cancellation | n | 16 | In addition to the rights set forth below, you may have additional rights under |
| > | and refund rights under applicable local law; nothing in the policy below limits | > | applicable local law; nothing in the policy below limits or replaces any such ri | ||
| > | any such rights under local law. | > | ghts under local law. | ||
| 15 | 17 | ||||
| n | 16 | [Note: if you purchased a console or other merchandise from PlayStation Direct , | n | 18 | ### Games, game add-ons, in-game consumables and season passes |
| > | please refer to the PlayStation Direct Returns and Refund Policy to determine i | ||||
| > | f your purchase is eligible for a refund.] | ||||
| 17 | 19 | ||||
| n | 18 | ### Games, game add-ons, season passes, in-game consumables and PlayStation® Vid | n | 20 | **Games and game add-ons** |
| > | eo titles | ||||
| 19 | 21 | ||||
| n | 20 | You can cancel a digital content purchase within 14 days from the date of purcha | n | 22 | You can cancel a game or game add-on purchase within 14 days from the date of pu |
| > | se and receive a refund, provided that you have not started downloading or strea | > | rchase and receive a refund, provided that you have not started downloading or s | ||
| > | ming it. | > | treaming it. | ||
| 21 | 23 | ||||
| n | 22 | Digital content that you have started downloading, or streaming, and in-game con | n | 24 | Games or add-ons that you have started downloading or streaming are not eligible |
| > | sumables that have been delivered, are not eligible for a refund unless the cont | > | for a refund unless they are faulty. | ||
| > | ent is faulty. | ||||
| 23 | 25 | ||||
| n | 24 | You can cancel your purchase of a season pass within 14 days from the date of pu | n | 26 | **In-game Consumables** |
| > | rchase, and receive a refund, provided that you have not started downloading or | ||||
| > | streaming any digital content (e.g. game add-ons) included in the season pass. | ||||
| 25 | 27 | ||||
| n | 26 | _If you purchase in-game consumables on the PlayStation™Store, they will be deli | n | 28 | In-game consumables are items such as virtual currencies (e.g. V-bucks or Robux) |
| > | vered when you next launch the game, until then you will have up to 14 days from | > | , boosts and other items that are depleted during gameplay. | ||
| > | the date of transaction to cancel. If you purchase in-game consumables during g | ||||
| > | ameplay, they will be delivered immediately so you will not be able to cancel th | ||||
| > | e purchase. In-game consumables are items such as virtual currencies (e.g. FIFA | ||||
| > | packs or GTA Cash Packs), boosts and other items that are depleted during gamepl | ||||
| > | ay._ | ||||
| 27 | 29 | ||||
| n | 28 | ### Pre-Orders | n | 30 | When you purchase in-game consumables on the PlayStation™Store outside of gamepl |
| > | ay they will be delivered to you when you next launch the game. This means that, | ||||
| > | provided you do not launch the game after your purchase, you will have up to 14 | ||||
| > | days from the date of your purchase to cancel. If the in-game consumable has be | ||||
| > | en delivered to you (for example if you launch the game immediately after your p | ||||
| > | urchase) you are not eligible for a refund unless it’s faulty. | ||||
| 29 | 31 | ||||
| n | 30 | You may cancel a pre-order of digital content at any time before the release dat | n | 32 | If you purchase in-game consumables during gameplay, they will be delivered imme |
| > | e and receive a refund. If the release date has passed, you can still change you | > | diately. This means you will not be able to cancel your purchase unless it's fau | ||
| > | r mind and request a refund up to 14 days after payment was taken for the pre-or | > | lty. | ||
| > | der, provided that you have not started downloading or streaming the content to | ||||
| > | your device. See more information about cancelling a pre-order here. | ||||
| 31 | 33 | ||||
| n | 32 | ### Promotional Bundles such as “3 for 2” | n | 34 | **Season Passes** |
| 33 | 35 | ||||
| n | 34 | You can cancel your purchase of a promotional bundle (e.g. 3 games for the price | n | 36 | You can cancel your purchase of a season pass within 14 days from the date of pu |
| > | of 2) within 14 days from the date of transaction and receive a refund, provide | > | rchase and receive a refund. However if you have started downloading or streamin | ||
| > | d that you have not started downloading or streaming any part of the bundle. | > | g any digital items (e.g. game add-ons) included in the season pass you will not | ||
| > | be able to cancel your purchase unless it’s faulty. | ||||
| 37 | |||||
| 38 | ### Pre-Orders for Digital Products | ||||
| 39 | |||||
| 40 | Provided that you have not started downloading or streaming the main part of the | ||||
| > | digital product pre-order (including pre-loading before release), if you: | ||||
| 41 | |||||
| 42 | - Paid for your pre-order more than 14 days before the main product release date | ||||
| > | you may cancel a pre-order at any time before the release date and receive a re | ||||
| > | fund. | ||||
| 43 | |||||
| 44 | - Paid for your pre-order 14 days (or less) before the main product release date | ||||
| > | you may cancel a pre-order up to 14 days after payment was taken for the pre-or | ||||
| > | der | ||||
| 45 | |||||
| 46 | If you have started to download or stream the main part of the pre-order, you wi | ||||
| > | ll not be able to obtain a refund unless the item is faulty. If you have not sta | ||||
| > | rted to download or stream the main part of the pre-order and your pre-order inc | ||||
| > | ludes immediately accessible extra content, this extra content will stop working | ||||
| > | if you cancel your pre-order. | ||||
| 47 | |||||
| 48 | Please be aware that downloads will happen automatically if Automatic Downloads | ||||
| > | are enabled in your system settings. You can turn off Automatic Downloads at any | ||||
| > | time in your system settings. | ||||
| 49 | |||||
| 50 | See more information about canceling a pre-order here . | ||||
| 51 | |||||
| 52 | See more information about canceling a pre-order for physical items and bundles | ||||
| > | including digital pre-orders and physical items here | ||||
| 53 | |||||
| 54 | ### Promotional Bundles for Digital Products | ||||
| 55 | |||||
| 56 | You can cancel your purchase of a game promotional bundle (e.g. where multiple i | ||||
| > | tems are offered together at a reduced price) within 14 days from the date of pu | ||||
| > | rchase and receive a refund, provided that you have not started downloading or s | ||||
| > | treaming any part of the bundle. Otherwise you will not be able to obtain a refu | ||||
| > | nd unless one of the items is faulty. | ||||
| 57 | |||||
| 58 | See more information about canceling your purchase of a promotional bundle inclu | ||||
| > | ding physical items here | ||||
| 35 | 59 | ||||
| 36 | ### Subscription Services | 60 | ### Subscription Services | ||
| 37 | 61 | ||||
| n | 38 | You can cancel your purchase of a subscription service and request a refund with | n | 62 | Cancelling for a refund: You can cancel your purchase of a subscription and requ |
| > | in 14 days from the initial transaction date, even after you start using the sub | > | est a refund within 14 days from the initial transaction date, even after you st | ||
| > | scription. The refund may be reduced pro-rata to reflect the use you have had of | > | art using the subscription. The refund may be reduced pro-rata to reflect the us | ||
| > | the service. This may show as two transactions in your account transaction hist | > | e you've had of the service. This may show as two transactions in your account t | ||
| > | ory: a refund to your wallet of the full amount originally paid and then a debit | > | ransaction history: a refund to your wallet of the full amount originally paid a | ||
| > | of a charge for the period of the service you received. | > | nd then a debit of a charge for the period of the service you received. | ||
| 39 | 63 | ||||
| n | 40 | If you take advantage of a free trial when you sign up to a service, the 14-day | n | 64 | If you take advantage of a free trial when you sign up to a service, the 14-day |
| > | cancellation period will commence on the day we accept your order of the free tr | > | cancellation period will commence on the day we accept your order of the free tr | ||
| > | ial and the duration of the free trial will be included in the 14-day period. Fo | > | ial and the duration of the free trial will be included in the 14-day period. Fo | ||
| > | r example, you sign up for a free trial which lasts 7 days and your wallet is de | > | r example, you sign up for a free trial which lasts 7 days and you are charged f | ||
| > | bited for the subscription at the end of the trial, you will have 7 days after y | > | or the subscription at the end of the trial, you will have 7 days after you were | ||
| > | our wallet was debited to cancel. | > | charged to cancel. | ||
| 41 | 65 | ||||
| n | 42 | Note: When you purchase a subscription service such as PlayStation®Plus, you agr | n | 66 | Cancelling to prevent future payments: When you purchase a subscription service |
| > | ee to a rolling subscription with periodic billing (e.g. annual billing). You ca | > | such as PlayStation®Plus, you agree to a rolling subscription for an unspecified | ||
| > | n stop making payments at any time by turning off [Auto-renewal] (click here for | > | period, with periodic billing (e.g. annual billing). You can stop making future | ||
| > | more information) but, beyond the initial 14-day cancellation period, you will | > | payments at any time by changing your subscription payment settings (click here | ||
| > | not receive a refund for payments already made. When you turn off [Auto-renewal] | > | for more information on how to do this). When you do this your subscription wil | ||
| > | , your subscription will continue until the next payment is due, at which point | > | l continue until the next payment becomes due, at which point it will end. This | ||
| > | it will end. | > | will stop future subscription fees being taken, but you will not receive a refun | ||
| > | d for payments already made. | ||||
| 43 | 67 | ||||
| n | n | 68 | To change your subscription settings on your PS5, go to [Settings] > [Users and | ||
| > | Accounts] > [Account] > [Payment and Subscriptions] > [Subscriptions]. | ||||
| 69 | |||||
| 70 | To change your subscription settings on your PS4, go to [Settings] > [Account Ma | ||||
| > | nagement] > [Account Information] > [PlayStation Subscriptions]. | ||||
| 71 | |||||
| 72 | For instructions on how to change your subscription settings from any other Play | ||||
| > | Station console or device, visit the PlayStation Support page at http://playstat | ||||
| > | ion.com/cancel-subscription. | ||||
| 73 | |||||
| 44 | ### Wallet Top-Up | 74 | ### Wallet top ups | ||
| 45 | 75 | ||||
| n | 46 | You cannot cancel a PSN wallet top-up. Funds added to the wallet are non-refund | n | 76 | You cannot cancel a PlayStation™Store wallet top-up. Funds added to the wallet a |
| > | able. | > | re non-refundable. | ||
| 47 | 77 | ||||
| 48 | ### Change of Online ID | 78 | ### Change of Online ID | ||
| 49 | 79 | ||||
| 50 | You can revert to a previous online ID for free but you cannot cancel or obtain | 80 | You can revert to a previous online ID for free but you cannot cancel or obtain | ||
| > | a refund for your purchase of a change of online ID unless faulty. | > | a refund for your purchase of a change of online ID unless faulty. | ||
| 51 | 81 | ||||
| n | n | 82 | ### Physical items | ||
| 83 | |||||
| 84 | In some countries we sell physical items on the PlayStation™Store. Physical ite | ||||
| > | ms include anything that is delivered to you by post, such as consoles or contro | ||||
| > | llers. | ||||
| 85 | |||||
| 86 | Provided the physical item is in its original condition, you can choose to retur | ||||
| > | n your purchase for a refund within 30 days of the day we deliver your purchase. | ||||
| > | If there is more than one physical delivery for your purchase, you need to let | ||||
| > | us know that you’d like a refund within 30 days of the day of your last delivery | ||||
| > | . | ||||
| 87 | |||||
| 88 | If your item is not in its original condition, we reserve the right to reduce th | ||||
| > | e refund to reflect the reduction in value of the item. To ensure your item rem | ||||
| > | ains in its original condition: | ||||
| 89 | |||||
| 90 | - Unless you’ve purchased a boxed game, you may open the item and remove it care | ||||
| > | fully from its packaging to inspect it. | ||||
| 91 | |||||
| 92 | - If you purchased a boxed game, if you break the seal on the box, you cannot re | ||||
| > | turn the item for a refund unless the game is faulty. | ||||
| 93 | |||||
| 94 | - When you return items to us, you should also return all labels, cords, charger | ||||
| > | s, accessories, manuals and other documentation or items that came with it, as w | ||||
| > | e may reject or reduce the refund if any included items are missing. | ||||
| 95 | |||||
| 96 | If your item is faulty (for example, if an item is not of satisfactory quality, | ||||
| > | not fit for purpose or not as described) you should contact us as soon as possib | ||||
| > | le to see if we can resolve the issue. If your purchase develops a fault within | ||||
| > | 30 days of delivery, we will provide you with a full refund or replacement if t | ||||
| > | his is available. If the fault develops after 30 days of delivery, you may be en | ||||
| > | titled to a remedy such as repair or replacement in accordance with applicable l | ||||
| > | ocal laws in your country of purchase. | ||||
| 97 | |||||
| 98 | If we reject your return (for example, if you haven’t returned all items in the | ||||
| > | order or we don’t receive the item back within 90 days of you telling us you wil | ||||
| > | l be returning the order), we will notify you via email. We reserve the right to | ||||
| > | charge you the costs for shipping any rejected item back to you. | ||||
| 99 | |||||
| 100 | For information about warranties, please see here . | ||||
| 101 | |||||
| 102 | For more information on how to submit a refund request, please see here . | ||||
| 103 | |||||
| 104 | **Bundles** | ||||
| 105 | |||||
| 106 | If you purchased several physical items as part of a bundle, you must return all | ||||
| > | elements of the bundle to receive a refund. We may reject the refund if you hav | ||||
| > | e not included all physical items included in a bundle. If the bundle includes a | ||||
| > | physical item and a digital item (e.g. a game, pre-order, game-add on, in-game | ||||
| > | consumable or season pass), we may revoke the entitlement to the digital item fr | ||||
| > | om your account if you request a refund for the bundle. | ||||
| 107 | |||||
| 108 | **Multi-Buy Offers** | ||||
| 109 | |||||
| 110 | If you purchased several physical items as part of a multi-buy offer, you can ch | ||||
| > | oose whether you want to return all items or individual items included in the of | ||||
| > | fer. If you choose to return individual items, your refund may be reduced by the | ||||
| > | full value of the physical items you choose to keep. | ||||
| 111 | |||||
| 112 | **Pre-Orders** | ||||
| 113 | |||||
| 114 | In addition to the 30 day cancellation window set out above, you can also cancel | ||||
| > | your pre-order for a physical item at any time before it enters the shipping p | ||||
| > | rocess. This is generally possible until approximately 8 days before the schedul | ||||
| > | ed release date. Cancelling before the shipping process begins will prevent your | ||||
| > | item being sent to you and avoid the need to return it after delivery. For more | ||||
| > | information about how to cancel to prevent the item being shipped, please see h | ||||
| > | ere . | ||||
| 115 | |||||
| 52 | ### Purchases made outside of PlayStation™Store | 116 | ### Purchases made outside of PlayStation™Store | ||
| 53 | 117 | ||||
| n | 54 | We do not provide refunds for purchases made outside of PlayStation™Store, such | n | 118 | This policy does not cover refunds for purchases made outside of PlayStation™Sto |
| > | as voucher codes for PlayStation®Plus and specific games. | > | re, such as purchases of PlayStation™Store gift cards or vouchers purchased from | ||
| > | other retailers. | ||||
| 119 | |||||
| 120 | ### Further Information | ||||
| 121 | |||||
| 122 | We recommend that you take care when you top up your wallet or make a purchase o | ||||
| > | n PlayStation™Store. A number of account features are available so you can keep | ||||
| > | track of your account activity. | ||||
| 123 | |||||
| 124 | To control the purchases made from the PlayStation™Store, via your account and c | ||||
| > | onsole ensure you: | ||||
| 125 | |||||
| 126 | - use our password and passcode tools to control unauthorized log-in to and purc | ||||
| > | hases via your account; and | ||||
| 127 | - if you have children, set up a separate child account for each child and use o | ||||
| > | ur parental controls to limit their expenditure or prevent them from shopping at | ||||
| > | all. | ||||
| 128 | |||||
| 129 | Click on a feature to find out more about it: | ||||
| 130 | |||||
| 131 | Age ratings and parental controls | ||||
| 132 | |||||
| 133 | How to Set parental controls and spending limits | ||||
| 134 | |||||
| 135 | How to add funds to your Wallet and pay for content on the PlayStation™Store | ||||
| 136 | |||||
| 137 | How to manage payment options on the PlayStation™Store | ||||
| 138 | |||||
| 139 | How to cancel a subscription on PlayStation | ||||
| 140 | |||||
| 141 | How to check your transaction history on PlayStation™Store | ||||
| 142 | |||||
| 143 | How to submit a refund request and return physical items | ||||
| 55 | 144 | ||||
| 56 | ### How to request a Refund | 145 | ### How to request a Refund | ||
| 57 | 146 | ||||
| n | 58 | If you would like to request a refund, please contact PlayStation Support . | n | 147 | If you would like to request a refund, please contact PlayStation Suppor t or vi |
| > | sit our refund support page . | ||||
| 59 | 148 | ||||
| t | 60 | Note: Where possible, refunds will be issued to the payment method used to make | t | 149 | You’ll need to have the following to hand: |
| > | the purchase. However, there may be some payment methods (e.g., vouchers) for w | ||||
| > | hich this is not possible, or there may be other instances in which we are not a | ||||
| > | ble to credit your refund to your original payment method (e.g., expired account | ||||
| > | s). If for any reason we are unable to issue the refund to your original paymen | ||||
| > | t method, the amount will be credited to your PSN wallet. | ||||
| 150 | |||||
| 151 | - Your Online ID. | ||||
| 152 | |||||
| 153 | - Your Sign-In ID (Email Address). | ||||
| 154 | |||||
| 155 | - The name of the purchase you would like refunded. | ||||
| 156 | |||||
| 157 | In some cases, you may also be able to request a refund for certain purchases by | ||||
| > | going to your Transaction History in account management. For more information | ||||
| > | on how to check your Transaction History click here . If you are unable to reque | ||||
| > | st a refund through your Transaction History you can still contact us to request | ||||
| > | a refund. | ||||
| 61 | 158 | ||||
| 62 | This div will include the esi-include only if dynamic include is not disabled an | 159 | This div will include the esi-include only if dynamic include is not disabled an | ||
| > | d Akamai Edge Side Include are supported This first div is the PlayStation Famil | > | d Akamai Edge Side Include are supported This first div is the PlayStation Famil | ||
| > | y Logo - this image should never change | > | y Logo - this image should never change | ||
| 63 | 160 | ||||