PlayStation™Store Cancellation Policy

Your right to cancel and receive a refund depends on the type of product you have purchased from PlayStation™Store:

In addition to the rights set out below, you may have additional rights under applicable local law; nothing in the policy below limits or replaces any such rights under local law.

Games, Game add-ons, In-game consumables and Season passes 

When you buy digital products from us we ask you to consent to immediate delivery of your product and to acknowledge how this affects your cancellation rights. We also send you an email confirmation of this after your purchase. This means that you are only entitled to obtain a refund in the following circumstances:

Games and game add-ons

You can cancel a game or game add-on purchase within 14 days from the date of purchase and receive a refund, provided that you have not started downloading or streaming it.

Games or add-ons that you have started downloading or streaming are not eligible for a refund unless they are faulty.

In-game Consumables

In-game consumables are items such as virtual currencies (e.g. V-bucks or Robux), boosts and other items that are depleted during gameplay.

When you purchase in-game consumables on the PlayStation™Store outside of gameplay 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 been delivered to you (for example if you launch the game immediately after your purchase) you are not eligible for a refund unless it’s faulty.

If you purchase in-game consumables during gameplay, they will be delivered immediately. This means you will not be able to cancel your purchase unless it's faulty.

Season Passes

You can cancel your purchase of a season pass within 14 days from the date of purchase and receive a refund. However if you have started downloading or streaming 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.

Pre-Orders for Digital Products

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:

●      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 refund.

●      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-order

If you have started to download or stream the main part of the pre-order, you will not be able to obtain a refund unless the item is faulty. If you have not started to download or stream the main part of the pre-order and your pre-order includes immediately accessible extra content, this extra content will stop working if you cancel your pre-order.

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.

See more information about canceling a pre-order here.

 

Promotional Bundles for Digital Products

You can cancel your purchase of a game promotional bundle (e.g. where multiple items are offered together at a reduced price) within 14 days from the date of purchase and receive a refund, provided that you have not started downloading or streaming any part of the bundle. Otherwise you will not be able to obtain a refund unless one of the items is faulty.

Subscription Services

Cancelling for a refund: You can cancel your purchase of a subscription and request a refund within 14 days from the initial transaction date, even after you start using the subscription. The refund may be reduced pro-rata to reflect the use you've had of the service. 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 you are charged for the subscription at the end of the trial, you will have 7 days after you were charged to cancel.

Cancelling to prevent future payments:  When you purchase a subscription service such as PlayStation®Plus, you agree to a rolling subscription for an unspecified period, with periodic billing (e.g. annual billing). You can stop making future payments at any time by changing your subscription payment settings (click here for more information on how to do this). When you do this your subscription will continue until the next payment becomes due, at which point it will end. This will stop future subscription fees being taken, but you will not receive a refund for payments already made.

To change your subscription settings on your PS5, go to [Settings] > [Users and Accounts] > [Account] > [Payment and Subscriptions] > [Subscriptions].

To change your subscription settings on your PS4, go to [Settings] > [Account Management] > [Account Information] > [PlayStation Subscriptions].

For instructions on how to change your subscription settings from any other PlayStation console or device, visit the PlayStation Support page at http://playstation.com/cancel-subscription.

Wallet Top-Ups

You cannot cancel a PlayStation™Store wallet top-up. When you ask us to top up your PlayStation™Store wallet, we seek your consent to perform the top up immediately and, therefore, you cannot cancel the top up.

Change of Online ID

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.

Purchases made outside of PlayStation Store

This policy does not cover refunds for purchases made outside of PlayStation™Store, such as purchases of PlayStation™Store gift cards or vouchers purchased from other retailers. 

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:

  1. use our password and passcode tools to control unauthorised log-in to and purchases via your account; and
  2. if you have children, set up a separate child account for each child and use our parental controls to limit their expenditure or prevent them from shopping at all.

Click on a feature to find out more about it:

Age ratings and parental controls

How to set parental controls and spending limits

How to add funds to your Wallet and pay for content on the PlayStation™Store

How to manage payment options on the PlayStation™Store

How to cancel a subscription on PlayStation

How to check your transaction history on PlayStation™Store

How to request a Refund

If you would like to request a refund, please contactPlayStation Support or visit our refund support page.

You’ll need to have the following to hand:

●      Your Online ID.

●      Your Sign-In ID (Email Address).

●      The name of the purchase you would like refunded.

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 request a refund through your Transaction History you can still contact us to request a refund.

If you are based in the UK or the European Union you may also request a refund by using the form locatedhere. You may want to refer to the purchase confirmation email you received when you made your purchase in order to complete this form.