Returning your PlayStation product

Returning your PlayStation product

PlayStation Support

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.

PS5

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 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.

  1. Connect your USB drive to your PS5 console. 
  2. Go to the home screen and select Settings > System.
  3. Select System Software > Back Up and Restore > Back Up Your PS5
  4. When there are multiple USB drives connected, select your USB drive. 
  5. 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. 
  6. Select Back Up.
    Your console restarts and back up starts. 
  7. 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.

  1. 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.
  1. Place it in a strong cardboard box, filling any empty space with packing material to make sure it doesn't move around.
  1. Seal the box securely with parcel tape.
  1. 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 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.

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:

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.

  1. On your PS4 system, sign in to the relevant account.
  2. Go to Settings > Account Management > Activate as Your Primary PS4.
  3. 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.

  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.
  1. Place it in a strong cardboard box, filling any empty space with packing material to make sure it doesn't move around.
  1. Seal the box securely with parcel tape.
  1. 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 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.

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 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. 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.

  1. Line the bottom of the box with bubble wrap or other suitable packing material.
  1. Wrap the PU in bubble wrap, and place it in the box as shown in the image.
  1. 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.
  1. 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!
  1. Seal the box securely will parcel tape. You may also wish to write 'FRAGILE' or 'HANDLE WITH CARE' on the box.
  1. 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 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.

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 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:
  1. Protect your accessory by wrapping it securely in bubble wrap. We only need the console, so please don't include any cables or accessories.
  1. Place it in a strong cardboard box, filling any empty space with packing material to make sure it doesn't move around.
  1. Seal the box securely with parcel tape.
  1. 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 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.

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 12-GB 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:

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 > 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.

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 PS3, 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.

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.
  1. Place it in a strong cardboard box, filling any empty space with packing material to make sure it doesn't move around.
  1. Seal the box securely with parcel tape.
  1. 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 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.

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:

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.

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, 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.* 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.

  1. Protect your system by wrapping it securely in bubble wrap. We only need the console, so please don't include any cables or accessories.
  1. Place it in a strong cardboard box, filling any empty space with packing material to make sure it doesn't move around.
  1. Seal the box securely with parcel tape.
  1. 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 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.

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.