How to request a refund for a purchase on PlayStation Store

Find out if you're eligible for a PlayStation™Store refund and how to request a refund on PlayStation Store purchases.

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

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

How to check the refund eligibility of your PlayStation Store purchase

  • If you’re eligible, the process is as follows:
Purchase
Check refund eligibility
Request refund
Receive refund
  • Find your purchase type below to check your refund eligibility.
  • You can use this page, alongside our cancellation policy and PSN terms of service, to find out how to request a refund and find out when you’re eligible for one.
  • You can also use our online assistant (bottom right of your screen) to find out if your purchase is eligible for a refund.

PlayStation Store purchase type

Games, DLC
Subscriptions
Pre-orders

Games and DLCs

Full games, downloadable content (DLC) and season passes fall under this category.

  • All criteria in the checklist below must be satisfied to be eligible for a refund unless the content is faulty.
Games and DLCs refund checklist
Content has not been downloaded or streamed.
Refund request has been made within 14 days of the purchase.

In-game consumables

Items such as virtual currencies (e.g. EA FC Coins, V Bucks in Fortnite or Shark Cards in GTA V), add-ons (such as skins, bonus levels or emotes), XP boosts or other items that are depleted during gameplay fall under this category.

  • All criteria in the checklist below must be satisfied to be eligible for a refund unless the content is faulty.
In-game consumables refund checklist
Refund request has been made within 14 days of the purchase.
Content has been purchased in PlayStation Store.*
Game has not been launched after purchase.

*When you purchase in-game consumables outside of gameplay, they are delivered to you when you next launch the game. If you purchase in-game consumables during gameplay, they are delivered to you immediately.

Subscriptions

A subscription includes any purchase of a service with recurring fees from PlayStation Store, such as PlayStation®Plus.

  • All criteria in the checklist below must be satisfied to be eligible for a refund.
Subscriptions refund checklist
Refund request has been made within 14 days from signing up.*
Refund request is for your first payment, not a recurring fee.

*This is based on the agreement and acknowledgement you made at the time of purchasing your subscription.

  • If you take advantage of a free trial when you sign up, your 14-day cancellation period includes any time included in your free trial. For example, if 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 only have a further 7 days after your payment to cancel.
  • If you're eligible for a refund, but you've started using your subscription (for PlayStation Plus this might include: playing online, downloading monthly games or using cloud storage) we may reduce your refund based on the use you’ve had of the subscription.

  • You can check the guide below to learn how to stop future payments at any time. Your subscription will continue until the next payment is due, at which point it will end.

Pre-orders

A pre-order refers to any purchase of content from PlayStation Store before its release date.

  • All criteria in the checklist below must be satisfied to be eligible for a refund unless the content is faulty.
Pre-order refund checklist
Refund request has been made before the release date.
Content has not been downloaded or preloaded.

If your pre-order includes immediately accessible extra content (for example, pre-order bonus content) and you have not started to download your pre-order, the extra content stops working if you cancel your pre-order. 

  • If your purchase meets all criteria in the checklist below, you can request a refund at any time before the release date (if the release date has passed, within 14 days from purchase).

  • If your purchase doesn’t meet all criteria, it isn’t eligible for a refund unless the content is faulty.

Pre-order refund checklist
Refund request has been made within 14 days from purchase.
Content has not been downloaded or preloaded.

If your pre-order includes immediately accessible extra content (for example, pre-order bonus content) and you have not started to download your pre-order, the extra content stops working if you cancel your pre-order. 

Frequently Asked Questions

If you’re experiencing issues with your game or add-on, visit one of the guides below for troubleshooting steps.

You may receive your refund in 10 days.

Where possible, refunds are issued to the payment method used to make the purchase. However, there may be some payment methods or instances where this may not be possible, such as purchases made using wallet fund vouchers. If for any reason we are unable to issue the refund to your original payment method, the amount is credited to your wallet instead.

If you’ve received a confirmation from us that you will be refunded and you haven’t received your refund, please check below.

  • If your refund is payable to a payment method other than the wallet, check your wallet balance (as we may have been unable to refund to your original payment method) or contact your payment method provider for further assistance.  
  • If your refund is payable to your wallet, please contact us.

You cannot cancel a wallet top-up. We seek your consent to top up your wallet immediately and acknowledgment that you understand you will not be able to cancel your top-up.

You can revert to a previous online ID for free, but you can't obtain a refund for a purchase of a new online ID unless your purchase was faulty.

As purchases of voucher codes are made outside of PlayStation Store you need to contact the retailer that sold the voucher code to you for their refunds and cancellation policy.

How to request a refund on a PlayStation Store purchase

  • To request a refund for your PlayStation Store purchase, please contact us.
  • You can also use our online assistant (bottom right of your screen) to request a refund.