Updated 24 April 2017

Returning your PlayStation product

Important information about getting your PS4, PS VR, PS3, PS Vita, PS TV, PSP, or PlayStation accessory repaired.

 
 

How do I package my return?

You’ll need to pack your PlayStation product safely and securely before shipping it back to us, as we cannot be held responsible for anything damaged in transit to us. Please select the device you are sending us below.

PS VR

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 – we don’t need the outer packaging and can’t return it if you do send this to us.  If you no longer have the original packaging, then a sturdy cardboard box will do.

1. Line the bottom of the box with bubble wrap or other suitable packing material.

2. Wrap the PU in bubble wrap, and place it in the box as shown in the image.

3. 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.

4. 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!

5. Seal the box securely will parcel tape. You may also wish to write ‘FRAGILE’ or ‘HANDLE WITH CARE’ on the box.

6. Return your console by going to your local Post Office/Drop Off point, etc.

How long does a repair or replacement take?

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 Track & Trace 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.

Guarantee on repaired or replaced product

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.

PS4

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:

  • 1

    Back up your game saves

    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.

  • 2

    Deactivate the system

    You can only have one PS4 activated as your ‘Primary PS4‘. We don’t deactivate your PS4 when you return it to us, so it’s important that you deactivate it to make sure you can activate your replacement system when you receive it back.

    Deactivation on the PS4

    To do this, select your local user account and press up on the control pad to access the Function menu, then go to [Settings] > [PlayStation Network/Account Management] > [Activate as Your Primary PS4] > [Deactivate] and confirm by selecting ‘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. You can reach Account Management in a number of ways:

    1. Click here and sign in for the account management site.
    2. Go to the Account tab and select [Media and Devices].
    3. Next to (Game) click [Deactivate All].
    4. Select 'Yes' when you are asked if you want to continue.
    5. All of your devices are now deactivated for Game content.

    *You can only remotely deactivate all systems once every six months, so if you find that you can’t use this option and you don’t have access to your PS4, Contact Us for help if you can’t activate your returned PS4.

  • 3

    Sync your trophies

    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.

  • 4

    Back up screenshots and videos

    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.

1. Protect your PS4 by wrapping it securely in bubble wrap. We only need the console, so please don’t include any cables or accessories.


packing-instruction-01-ps4-eu-21sep16

2. Place it in a strong cardboard box, filling any empty space with packing material to make sure it doesn’t move around.

3. Seal the box securely with parcel tape.

4. Attach the shipping label to the box, making sure that the address and barcodes are clear and unobstructed.

5. Return your console by going to your local Post Office/Drop Off point, etc.

How long does a repair or replacement take?

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 Track & Trace 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.

Guarantee on repaired or replaced product

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.

PS3

If you’ve arranged a return of your PS3 and have been issued with a returns reference number, there are a number of things you will need to do before sending your PS3 back to us. It’s important to follow these steps, as the PS3 we send back to you will have been factory reset.

Note:

  • If you are returning a 12GB PS3 you do not need to return the HDD with it, but if you have any other system and you have switched the HDD, please return it with the original HDD.
  • 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 there is a disc stuck inside your PS3 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:

  • 1

    Back up your game saves

    When you receive your PS3 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 [Game] > [Saved Data Utility (PS3)] and press (X button). Scroll down to find the game you want to upload your save data from and press (Triangle button) > [Copy] and select your USB device.

    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 [Game] > [Saved Data Utility (PS3)] and press (X button). Scroll down to find the game you want to upload your save data from and press (Triangle button) > [Copy] > [Online Storage].

  • 2

    Deactivate the system

    We don’t deactivate your PS3 when you return it to us, so it’s important that you deactivate it to make sure you can activate your replacement system when you receive it back.

    Deactivation on the PS3

    First, select your local user account. Then, on the XMB, go to [PlayStation Network] > [Sign-in] > [Account Management] > [System Activation] and highlight ‘PS3’. Select the content you want to deactivate and press (X button), then highlight ‘Deactivate System’ and press (X button) again. Your PS3 will now be deactivated.

    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. You can reach Account Management in a number of ways:

    1. Click here and sign in for the account management site.
    2. Go to the Account tab and select [Media and Devices].
    3. Next to (Game) click [Deactivate All].
    4. Select 'Yes' when you are asked if you want to continue.
    5. All of your devices are now deactivated for Game content.

    *You can only remotely deactivate all systems once every six months, so if you find that you can’t use this option and you don’t have access to your PS3, Contact Us for help if you can’t activate your returned PS3.

  • 3

    Sync your Trophies

    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 [PlayStation Network] > [Trophy Collection] and press (Triangle button) then select [Sync Trophies with PSN].

Packing instructions

Once your PS3 is ready for return, follow these instructions closely to correctly pack your PS3 for shipping.

1. Protect your PS3 by wrapping it securely in bubble wrap. We only need the console, so please don’t include any cables or accessories.

2. Place it in a strong cardboard box, filling any empty space with packing material to make sure it doesn’t move around.

packing-instruction-02-ps4-eu-21sep16

3. Seal the box securely with parcel tape.

packing-instruction-03-ps4-eu-21sep16

4. Attach the shipping label to the box, making sure that the address and barcodes are clear and unobstructed.

packing-instruction-04-ps4-eu-21sep16

5. Return your console by going to your local Post Office/Drop Off point, etc.

How long does a repair or replacement take?

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 PS3, please enter your returns reference number on our Track & Trace 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.

Guarantee on repaired or replaced product

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.

PS Vita / PS TV / PSP

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:

  • 1

    Back up your game saves

    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.

    1. From the Home Menu go to [Content Manager] > [Online Storage]
    2. 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.
    3. Place ticks next to the title for which you want to download or upload your games saves.
    4. 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:

    1. Connect your PS Vita or PS TV to your PC or PS3 via USB or WiFi and go to [Content Manager].
    2. 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].

  • 2

    Deactivate the system

    PS Vita / PS TV

    1. On your PS Vita or PS TV system, select [Settings] on the home screen. Go to [PlayStation Network] > [System Activation].
    2. Select the type of content you no longer want to use on your PS Vita - Games or, Video.
    3. Select [Deactivate] > [OK].
    4. Your PS Vita is now deactivated for the selected content type.

    PSP

    1. Connect your PSP to the internet (you can find full instructions for this here) 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.
    2. Go to [System Activation] and press (X button).
    3. Select the type of content you want to deactivate on your PSP - Game or Video - and press the (X button).
    4. Select 'Deactivate' and press the (X button).
    5. 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. You can reach Account Management in a number of ways:

    1. Click here and sign in for the account management site.
    2. Go to the Account tab and select [Media and Devices].
    3. Next to (Game) click [Deactivate All].
    4. Select 'Yes' when you are asked if you want to continue.
    5. All of your devices are now deactivated for Game content.

    *You can only remotely deactivate all systems once every six months, so if you find that you can’t use this option and you don’t have access to your system, Contact Us for help if you can’t activate your returned system.

  • 3

    Sync your Trophies

    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 it for shipping as we can’t be held responsible if it is damaged it transit.

1. Protect your PS Vita, PS TV or PSP by wrapping it securely in bubble wrap. We only need the system itself, so please don’t include any cables or additional items.

2. Place it in a strong cardboard box, filling any empty space with packing material to make sure it doesn’t move around.

3. Seal the box securely with parcel tape.

4. Attach the shipping label to the box, making sure that the address and barcodes are clear and unobstructed.

5. Return your accessory by going to your local Post Office/Drop Off point, etc.

How long does a repair or replacement take?

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 item, please enter your returns reference number on our Track & Trace 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.

Guarantee on repaired or replaced product

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.

Accessories

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 it 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

1. Protect your accessory by wrapping it securely in bubble wrap. We only need the accessory itself, so please don’t include any cables or additional items.

2. Place it in a strong cardboard box, filling any empty space with packing material to make sure it doesn’t move around.

3. Seal the box securely with parcel tape.

4. Attach the shipping label to the box, making sure that the address and barcodes are clear and unobstructed.

5. Return your accessory by going to your local Post Office/Drop Off point, etc.

How long does a repair or replacement take?

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 item, please enter your returns reference number on our Track & Trace 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.

Guarantee on repaired or replaced product

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.