If you’ve arranged a return of your PS5 console and have been issued with a returns reference number, there are a number of things you will need to do before sending your PS5 console back to us. It’s important to follow these steps, as the PS5 console we send back to you will have been factory reset.
Note:
- If there is a disc stuck inside your PS5 console that you cannot remove, but you didn’t mention this when arranging the return, please Contact Us to make sure that we are aware of this before you send it back to us so that it can be included in your return shipment.
- We can't return or replace any unofficial components.
If you have installed an M.2 SSD, please remove it from your PS5 console before sending the console for repair. - If the serial or model number on the item you are returning does not match the information on your return confirmation email, we won't be able to help. Check your email carefully to make sure they match and contact us if they don't.
Return checklist:
All user data saved on your PS5 console is included in the backup data. When you restore your backup data, your PS5 console is reset, and all data saved on your console is erased.
Users who have never signed in can restore saved data to only the original PS5 console that was backed up. To restore saved data on another console, you must sign in on that console.
- Connect your USB drive to your PS5 console.
- Go to the home screen and select Settings > System.
- Select System Software > Back Up and Restore > Back Up Your PS5.
- When there are multiple USB drives connected, select your USB drive.
- Select the type of data you want to back up, and then select Next.
The file name and file size appear. Enter a description of the backup data if necessary. - Select Back Up.
Your console restarts and back up starts. - When you see a screen displaying Backup complete, select OK.
Your console restarts again and you return to the home screen.
Go to Settings > Users and Accounts > Other > Console Sharing and Offline Play and turn off the setting.
Go to Settings > Saved Data and Game/App Settings > Game Status > Sync with PlayStation Network.
Packing instructions:
Once your PS5 console is ready for return, follow these instructions closely to correctly pack your PS5 console for shipping.
Please note that we cannot guarantee your console will be returned in the same packaging you've sent it in. If you are fond of the original packaging you can send us your console in any sturdy cardboard box.
- Protect your PS5 console by wrapping it securely in bubble wrap. We only need the console, so please don’t include any cables or accessories. Do not include the PS5 base.
- Place it in a strong cardboard box, filling any empty space with packing material to make sure it doesn’t move around.
- Seal the box securely with parcel tape.
- Attach the shipping label to the box, making sure that the address and barcodes are clear and unobstructed, and return your console by going to your local post office/drop off point, etc.
We want to get you playing again as soon as we can, so we aim to return your repaired or replaced item within 15 days of receiving it. If, after this time, you have not received your repaired or replacement PS5 console, please enter your returns reference number on our PlayStation Repairs page to find out where it is. You can find your returns reference number on the email we sent you when you first arranged the return.
Your repaired or replaced product is guaranteed for three months or for the remainder of the product’s 12-month guarantee – whichever is longer. Be sure to read the full terms of the guarantee before sending an item to us for repair or replacement.
If you’ve arranged a return of your PS4 and have been issued with a returns reference number, there are a number of things you will need to do before sending your PS4 back to us. It’s important to follow these steps, as the PS4 we send back to you will have been factory reset.
Note:
- If there is a disc stuck inside your PS4 that you cannot remove, but you didn’t mention this when arranging the return, please Contact Us to make sure that we are aware of this before you send it back to us so that it can be included in your return shipment.
- We can't return or replace any unofficial components, so if you've upgraded your hard disc drive, make sure you return your system with the original HDD installed.
- If the serial or model number on the item you are returning does not match the information on your return confirmation email, we won't be able to help. Check your email carefully to make sure they match and contact us if they don't.
Return checklist:
When you receive your PS4 back, the HDD will be factory reset. Make sure you don’t lose game progress by backing up your game saves. There are two ways to back up your saves:
USB Back Up
Go to Settings > Application Saved Data Management > Saved Data in System Storage > Copy to USB Storage Device. You can then select the individual saves you wish to save to USB.
PlayStation Plus Online Storage Back Up
This option is available to you if you are a PlayStation Plus subscriber. If you do not have an active subscription, you can join PlayStation Plus here.
Go to Settings > Application Saved Data Management > Saved Data in System Storage > Upload to Online Storage. You can then select the individual saves you want to upload.
- On your PS4 system, sign in to the relevant account.
- Go to Settings > Account Management > Activate as Your Primary PS4.
- Select Deactivate > Yes.
Remote deactivation
If you can’t access the deactivation menu or you have already sent us your PS4, you can deactivate it using the Account Management website*. Select Device Management > Deactivate All Devices.
*You can only remotely deactivate all systems once every six months. If you can’t use this option and you don’t have access to your PS4, Contact Us for help.
Any Trophies you have earned that have not been synced to your account will no longer show up when you sign in on your returned console.
Your trophies should sync automatically, but you can go to Trophies and press OPTIONS, and select ‘Sync with PlayStation Network’ to perform a manual synchronisation.
Insert a USB drive and go to Settings > System Data Management and select the items you want to copy. Highlight an item, press the OPTIONS button on your controller, and select Copy to USB Device. Place ticks next to all the items you want to save and select Copy.
Packing instructions:
Once your PS4 is ready for return, follow these instructions closely to correctly pack your PS4 for shipping.
Please note that we cannot guarantee your console will be returned in the same packaging you've sent it in. If you are fond of the original packaging you can send us your console in any sturdy cardboard box.
- Protect your PS4 by wrapping it securely in bubble wrap. We only need the console, so please don’t include any cables or accessories.
- Place it in a strong cardboard box, filling any empty space with packing material to make sure it doesn’t move around.
- Seal the box securely with parcel tape.
- Attach the shipping label to the box, making sure that the address and barcodes are clear and unobstructed, and return your console by going to your local post office/drop off point, etc.
We want to get you playing again as soon as we can, so we aim to return your repaired or replaced item within 15 days of receiving it. If, after this time, you have not received your repaired or replacement PS4, please enter your returns reference number on our PlayStation Repairs page to find out where it is. You can find your returns reference number on the email we sent you when you first arranged the return.
Your repaired or replaced product is guaranteed for three months or for the remainder of the product’s 12-month guarantee – whichever is longer. Be sure to read the full terms of the guarantee before sending an item to us for repair or replacement.
If you’ve arranged a return of your PS VR and have been issued a returns reference, it’s important to follow these steps closely to ensure you package your PS VR correctly and only send us the parts we need.
Note:
If the serial or model number on the item you are returning does not match the information on your return confirmation email, we won't be able to help. Check your email carefully to make sure they match and contact us if they don't.
Packing instructions:
We only need your PS VR headset (with attached cable) and Processor Unit (PU), so please don’t send any other cables, headphones or controllers with your return.
We recommend packing your PS VR in the original white box, however if you’re fond of the original packaging then a sturdy cardboard box will do, as we cannot guarantee its return in the same box.
- Line the bottom of the box with bubble wrap or other suitable packing material.
- Wrap the PU in bubble wrap, and place it in the box as shown in the image.
- Wrap the headset in bubble wrap, taking extra care to ensure that the lenses are well protected from knocks or scratches, and place it above the pu. Wrap the headset cable separately and place this in front of the headset visor, as shown.
- Pack any empty space in the box with enough packing material to prevent the PS VR from moving around. It’s your responsibility to make sure your PS VR is secure, as we won’t be able to help you if it’s damaged in transit!
- Seal the box securely will parcel tape. You may also wish to write ‘FRAGILE’ or ‘HANDLE WITH CARE’ on the box.
- Return your console by going to your local post office/drop off point, etc.
We want to get you playing again as soon as we can, so we aim to return your repaired or replaced item within 15 days of receiving it. If, after this time, you have not received your repaired or replacement PS VR, please enter your returns reference number on our PlayStation Repairs page to find out where it is. You can find your returns reference number on the email we sent you when you first arranged the return.
Your repaired or replaced product is guaranteed for three months or for the remainder of the product’s 12-month guarantee – whichever is longer. Be sure to read the full terms of the guarantee before sending an item to us for repair or replacement.
If you’ve arranged a return of your PlayStation®VR2 and have been issued a returns reference, it’s important to follow these steps closely to ensure you package your PS VR2 correctly and only send us the parts we need.
Note:
If the serial or model number on the item you are returning does not match the information on your return confirmation email, we won't be able to help. Check your email carefully to make sure they match and contact us if they don't.
In warranty return or out of warranty headset issue:
We need your PS VR2 headset and VR2 Sense controllers, please don't include any other cables, headphones with your return.
Out of warranty Sense controller issue:
Please include one or both VR2 Sense controllers you’re having issues with. You don’t need to include the VR2 Headset or any other cables or headphones with an out of warranty controller return.
Packing instructions:
We recommend packing your PS VR2 return in the original white box, however if you’re fond of the original packaging then a sturdy cardboard box will do, as we cannot guarantee its return in the same box.
- Line the bottom of the box with bubble wrap or other suitable packing material.
- Wrap both VR2 Sense controllers in bubble wrap, and place them in the box.
- Wrap the headset in bubble wrap, taking extra care to ensure that the lenses are well protected from knocks or scratches.
- Pack any empty space in the box with enough packing material to prevent the PS VR2 from moving around. It’s your responsibility to make sure your PS VR2 is secure, as we won't be able to help you if it’s damaged in transit.
- Seal the box securely will parcel tape. You may also wish to write ‘FRAGILE’ or ‘HANDLE WITH CARE’ on the box.
- Return your console by going to your local post office/drop off point, etc.
We want to get you playing again as soon as we can, so we aim to return your repaired or replaced item within 15 days of receiving it. If, after this time, you have not received your repaired or replacement PS VR, please enter your returns reference number on our PlayStation Repairs page to find out where it is. You can find your returns reference number on the email we sent you when you first arranged the return.
Your repaired or replaced product is guaranteed for three months or for the remainder of the product’s 12-month guarantee – whichever is longer. Be sure to read the full terms of the guarantee before sending an item to us for repair or replacement.
If you’ve arranged a return of your PlayStation accessory and have been issued with a returns reference number, it’s important that you correctly pack your item for shipping as we can’t be held responsible if it is damaged in transit.
Note:
If the serial or model number on the item you are returning does not match the information on your return confirmation email, we won't be able to help. Check your email carefully to make sure they match and contact us if they don't.
Packing instructions:
Please note that we cannot guarantee your accessory will be returned in the same packaging you've sent it in. If you are fond of the original packaging you can send us your device in any sturdy cardboard box.
- Protect your accessory by wrapping it securely in bubble wrap. We only need the accessory so please don't include any cables or other items.
- Place it in a strong cardboard box, filling any empty space with packing material to make sure it doesn’t move around.
- Seal the box securely with parcel tape.
- Attach the shipping label to the box, making sure that the address and barcodes are clear and unobstructed, and return your accessory by going to your local post office/drop off point, etc.
DualSense Edge™ wireless controller packing instructions
To pack your DualSense Edge wireless controller for a return, please make sure to send us the controller without any accessories (such as the Carrying Case or USB cable).
Please detach and remove any Half Dome Back Buttons, Lever Back Buttons and Button Caps from your controller, but leave the stick modules on your controller when sending it in for a repair.
If you’ve purchased a replacement stick module, only the standalone stick module needs to be sent for a repair.
We want to get you playing again as soon as we can, so we aim to return your repaired or replaced item within 15 days of receiving it. If, after this time, you have not received your repaired or replacement system, please enter your returns reference number on our PlayStation Repairs page to find out where it is. You can find your returns reference number on the email we sent you when you first arranged the return.
Your repaired or replaced product is guaranteed for three months or for the remainder of the product’s 12-month guarantee – whichever is longer. Be sure to read the full terms of the guarantee before sending an item to us for repair or replacement.
If you’ve arranged a return of your PS Vita, PS TV, or PSP system and have been issued with a returns reference number, there are a number of things you will need to do before sending your system back to us. It’s important to follow these steps, as the system we send back to you will have been factory reset.
Note:
- If there is a disc or memory stick stuck inside your system that you cannot remove, but you didn’t mention this when arranging the return, please Contact Us to make sure that we are aware of this before you send it back to us so that it can be included in your return shipment.
- If the serial or model number on the item you are returning does not match the information on your return confirmation email, we won't be able to help. Check your email carefully to make sure they match and contact us if they don't.
Return checklist:
PS Vita / PS TV
Save to PlayStation Plus Online Storage.
This option is available to you if you are a PlayStation Plus subscriber. If you do not have an active subscription, you can join PlayStation Plus here.
- From the Home Menu go to Content Manager > Online Storage
- Tap Online Storage → PS Vita System to download your game saves to your Vita or PS Vita System → Online Storage to upload your game saves to the cloud.
- Place ticks next to the title for which you want to download or upload your games saves.
- Tap ‘Copy’ and tap ‘OK’ to overwrite your old saved data.
Note:
Publishers may occasionally copy protect files for game saves which will stop the game save data being downloaded more than once in any 24 hour period. This means that you will only be able to access new game saves of this type once a day.
Save to PS3 system or PC:
- Connect your PS Vita or PS TV to your PC or PS3 via USB or WiFi and go to Content Manager.
- Select the device you have connected the PS Vita/PS TV to and how you have connected them and follow the onscreen instructions to copy your data over.
PSP
PlayStation Plus Online Storage is not available for PSP game saves. However, you can save your games to a memory stick.
Go to Saved Data Utility, highlight the game save you want to back up, and press Triangle button > Copy.
PS Vita / PS TV
- On your PS Vita or PS TV system, select Settings on the home screen. Go to PlayStation Network > System Activation.
- Select the type of content you no longer want to use on your PS Vita - Games or, Video.
- Select Deactivate > OK.
- Your PS Vita is now deactivated for the selected content type.
PSP
- Connect your PSP to the internet, and go to [PlayStation Network > Account Management on the XMB™ Menu and press X button. You may need to sign in if you are not already signed in.
- Go to System Activation and press X button.
- Select the type of content you want to deactivate on your PSP - Game or Video - and press the X button.
- Select 'Deactivate' and press the X button.
- Your device is now deactivated for the selected content type.
Remote deactivation
If you can’t access the deactivation menu or you have already sent us your system, you can deactivate it using the Account Management website*. Select Device Management > Deactivate All Devices.
*You can only remotely deactivate all systems once every six months. If you can’t use this option and you don’t have access to your PS4, Contact Us for help.
PS Vita / PS TV
Select Trophies > Options > Sync with Server.
PSP
Trophies are not available for PSP games.
Packing instructions:
Once your PS Vita, PS TV, or PSP is ready for return, follow these instructions closely to correctly pack your system for shipping.
Please note that we cannot guarantee your device will be returned in the same packaging you've sent it in. If you are fond of the original packaging you can send us your device in any sturdy cardboard box.
- Protect your system by wrapping it securely in bubble wrap. We only need the console, so please don’t include any cables or accessories.
- Place it in a strong cardboard box, filling any empty space with packing material to make sure it doesn’t move around.
- Seal the box securely with parcel tape.
- Attach the shipping label to the box, making sure that the address and barcodes are clear and unobstructed, and return your console by going to your local post office/drop off point, etc.
We want to get you playing again as soon as we can, so we aim to return your repaired or replaced item within 15 days of receiving it. If, after this time, you have not received your repaired or replacement system, please enter your returns reference number on our PlayStation Repairs page to find out where it is. You can find your returns reference number on the email we sent you when you first arranged the return.
Your repaired or replaced product is guaranteed for three months or for the remainder of the product’s 12-month guarantee – whichever is longer. Be sure to read the full terms of the guarantee before sending an item to us for repair or replacement.