How to request a refund for a hardware purchase

Find out if you're eligible for a hardware refund and how to request a refund for a hardware purchase. 

Depending on the type of product, you may be able to request a refund if you’ve changed your mind about a hardware purchase.

In addition to the below, you may have additional rights under applicable local law, such as if your product is faulty. Nothing in the below limits or replaces any such rights under local law.

Hardware returns and refund eligibility 

You have rights to return items under applicable local law. In addition, we provide a goodwill returns policy, meaning you may be able to return items within 30 days of delivery. 

Please see the Returns and Refund Policy for more details. 

Purchases Returns and Refund Policy

Nothing in that policy limits or replaces your rights under applicable local law. Any products returned under our 30-day goodwill policy must be sent back in their original condition, with the original packaging, and include any manuals, cables and accessories. We cannot accept returns under our 30-day goodwill policy for voucher code purchases if the code has already been redeemed.

How to request a refund for a hardware purchase on PlayStation 

  1. Go to order lookup and enter your information.
    If you were signed in when placing the order, you can also request a refund from your Order History.
Order lookup
Order History
  1. Select Initiate Return.
  2. Select the item(s) you would like to return. 
  3. Select Refund, add a return reason and Submit Return Request. 
  4. Follow the return instructions on the confirmation page.
  • The instructions include a pre-paid postage label to attach to your return so you can send the item to our returns fulfilment centre for free. You must use this pre-paid postage label.
  • Return the item within 90 days of telling us that you wish to return the item.
  • You must include everything that came in the original packaging for the item you’re returning. That includes returning all labels, cords, chargers, accessories, manuals and other documentation that came with the item.
Request a replacement
Check an order

Each return label needs its own return package. If you have multiple returns you will need to download a return label for each package. Please refer to the packing guide above to ensure your return reaches us safely.

Frequently asked questions 

What happens once I submit a return?
If we accept your return, we will issue you with a refund or a replacement (if you’ve requested a replacement). 

Refunds will be paid to the payment method used to make the purchase, unless you agree otherwise. 

We refund the price paid for the item plus the cost of standard outbound delivery (unless the item is faulty, in which case we will refund you express outbound delivery costs if you paid for express outbound delivery). However, if you only return part of an order, outbound delivery costs may not be refunded.

Replacement items will be sent to the same delivery address as the original item was sent to.

Please note, if you are returning an item under the statutory cancellation right or our goodwill returns policy, and the value of the item returned has been diminished due to your handling of the item (beyond what is necessary to establish the nature, characteristics and functioning of the item), we reserve the right to reduce the refund to reflect the reduction in value of the item. 

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 will 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.

When will I receive a credit for my return?
Once we receive your return, we will process it within 5-7 business days. If the returned items are accepted, we’ll process your refund to the original payment method. Depending on your financial institution's processing time, please allow at least 8-10 business days after we process the return for it to reflect on your account.

How do I cancel a hardware order before it ships?
You can cancel your order within 30 minutes of placing it to prevent it from being sent to you.

Cancel hardware order

When will I receive my replacement order?
Once we receive your return, we will process it within 5-7 business days. If the returned items are accepted, we’ll ship your replacement order. You will receive a confirmation email once the order has been shipped. Once shipped, your order will be delivered within 1-2 workings days.

Is my purchase covered under warranty?
Please visit the guide below. 

Warranty guide

Need help? 

Contact our support specialists

Contact PlayStation Support