Updated March 14, 2017

PlayStation Store cancellation policy

If you change your mind about a purchase made from the PlayStation®Store, you can request a refund to your PSN wallet within 14 days from the date of transaction, provided that you have not started downloading or streaming your purchase.

 
 

Your right to a refund depends on the type of product you have purchased from PlayStation®Store:

Games, game add-ons, season passes, in-game consumables and PlayStation® Video titles

You can cancel a digital content purchase within 14 days from the date of transaction, provided that you have not started downloading or streaming it.

Digital content that you have started downloading, streaming and in-game consumables that have been delivered, are not eligible for a refund unless the content is faulty.

You can cancel your purchase of a season pass within 14 days from the date of transaction, provided that you have not started downloading or streaming any digital content (e.g. game add-ons) included in the season pass.

If you purchase in-game consumables on the PlayStation®Store, they will be delivered when you next launch the game, until then you will have up to 14 days from the date of transaction to cancel. If you purchase in-game consumables during gameplay, they will be delivered immediately so you will not be able to cancel the 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 gameplay.

Pre-Orders

You may cancel a pre-order of digital content at any time before the release date. If the release date has passed, you can still change your mind and request a refund up to 14 days after payment was taken for the pre-order, provided that you have not started downloading or streaming the content to your device.  See more information about cancelling a pre-order here.

Promotional Bundles such as “3 for 2”

You can cancel your purchase of a promotional bundle within 14 days from the date of transaction, provided that you have not started downloading or streaming any part of the bundle.

Subscription Services

You can cancel your purchase of a subscription service and request a refund to your PSN Wallet within 14 days from the initial transaction date, even after you start using the subscription.  The refund will be reduced pro-rata for the period during which you used it.  This may show as two transactions in your account transaction history: a refund to your wallet of the full amount originally paid and then a debit of a charge for the period of the service you received.

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 trial and the duration of the free trial will be included in the 14 day period. For example, you sign up for a free trial which lasts 7 days and your wallet is debited for the subscription at the end of the trial, you will have 7 days after your wallet was debited to cancel.

Note: When you purchase a subscription service such as PlayStation®Plus, you agree to a rolling subscription with periodic billing (e.g. annual billing). You can stop making payments at any time by turning off [Auto-renewal] (click here for more information) but, beyond the initial 14 day cancellation period, you will not receive a refund for payments already made. When you turn off [Auto-renewal], your subscription will continue until the next payment is due, at which point it will end.

Wallet top ups

You cannot cancel a PSN Wallet top-up.  When you ask us to top up your PSN Wallet using your credit / debit card, mobile phone, PayPal or other accepted payment method, we seek your consent to perform the top up immediately and, therefore, you cannot cancel the top up.

Purchases made outside of PlayStation®Store

We do not provide refunds for purchases made outside of PlayStation®Store, such as voucher codes for PlayStation®Plus and specific games.

Further Information

We recommend that you take care when you top up your wallet or make a purchase on PlayStation®Store. A number of account features are available so you can keep track of your account activity.

To control the purchases made from the PlayStation Store, via your account and console ensure you (i) use our password and passcode tools to control unauthorised log-in to and purchases via your master account and (ii) if you have children, set up a separate sub-account for each child and use our parental controls to limit their expenditure or prevent them shopping at all.

Click on a feature to find out more about it:

How to request a Refund

To request a refund, simply fill out our contact form at https://www.playstation.com/get-help/contact-form/ and select “refund request” from the drop down list in the PlayStation Network & Account section. You’ll need to have the following to hand;

  • Your PSN Online ID
  • Your Sign-In ID (Email Address)
  • Your Date of Birth
  • The name of the purchase you would like refunded

We will process your refund request as quickly as possible, but it could take up to 72 hours for us to verify your claim.  If you have started downloading the game to your console, your request will be declined and we will notify you of this.

You may also request a refund by using the form located here.You may want to refer to the purchase confirmation email you received when you made your purchase in order to complete this form.

 
 
 
 

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