PlayStation™ Store Cancellation Policy

Your right to cancel and receive a refund depends on the type of product you have purchased from PlayStation™ Store:

In addition to the rights set forth below, you may have additional cancellation and refund rights under applicable local law; nothing in the policy below limits any such rights under local law.

[Note: if you purchased a console or other merchandise from PlayStation Direct, please refer to the PlayStation Direct Returns and Refund Policy to determine if your purchase is eligible for a refund.]

Games, game add-ons, season passes, in-game consumables and PlayStation™Video titles

You can cancel a digital content purchase within 14 days from the date of purchase and receive a refund, provided that you have not started downloading or streaming it.

Digital content that you have started downloading or streaming, and in-game consumables that have been delivered, are not eligible for a refund unless the content is faulty.

You can cancel your purchase of a season pass within 14 days from the date of purchase and receive a refund, provided that you have not started downloading or streaming any digital content (e.g. game add-ons) included in the season pass.

If you purchase in-game consumables on the PlayStation™Store, they will be delivered when you next launch the game, until then you will have up to 14 days from the date of transaction to cancel. If you purchase in-game consumables during gameplay, they will be delivered immediately so you will not be able to cancel the purchase. In-game consumables are items such as virtual currencies (e.g. FIFA packs or GTA Cash Packs), boosts and other items that are depleted during gameplay.

Pre-Orders

You may cancel a pre-order of digital content at any time before the release date and receive a refund. If the release date has passed, you can still change your mind and request a refund up to 14 days after payment was taken for the pre-order, provided that you have not started downloading or streaming the content to your device.

If you have started to download the main part of the order, you will not be able to request a refund. Please be aware that downloads will happen automatically if Automatic Downloads are enabled in your system settings. To turn off Automatic Downloads, head to [Settings] > [System] > [Automatic Downloads] and untick the checkbox next to “Application Update Files”.

 

If you have not started to download the main product and your order included immediately accessible extra content, this extra content will stop working if you cancel your pre-order.  You will receive a refund to the original payment method where possible*.

*We are unable to do this for certain payment methods. In those cases, the refund will be sent to your PSN wallet.

You may have additional refund rights under applicable local law for pre-order purchases if the release date changes; nothing in the summary above or below limits any such rights under local law.

Promotional Bundles

You can cancel your purchase of a promotional bundle (e.g., 3 games for the price of 2) within 14 days from the date of transaction and receive a refund, provided that you have not started downloading or streaming any part of the bundle.

 

Subscription Services

PlayStation Plus, PlayStation Now, EA Access, and Spotify Premium

You can cancel your purchase of a subscription to PlayStation Plus, PlayStation Now, EA Access, or Spotify Premium service and request a refund within 14 days from the initial transaction date, even after you start using the subscription.  The refund may be reduced pro-rata to reflect the use you have had of the service.  This may show as two transactions in your account transaction history: a refund of the full amount originally paid and then a debit of a charge for the period of the service you received.

If you take advantage of a free trial when you sign up to a service, the 14-day cancellation period will commence on the day we accept your order of the free trial and the duration of the free trial will be included in the 14-day period. For example, if you sign up for a free trial which lasts 7 days and your payment method is charged for the subscription at the end of the trial, you will have 7 from the date of the charge to cancel.

Note: When you purchase PlayStation Plus, PlayStation Now, EA Access, or Spotify Premium subscription service, you agree to a rolling subscription with periodic billing (e.g., annual billing). You can stop making payments at any time by turning off [Auto-renewal] (click here for more information) but, beyond the initial 14-day cancellation period, you will not receive a refund for payments already made. When you turn off [Auto-renewal], your subscription will continue until the next payment is due, at which point it will end.

PlayStation Vue*

You may cancel your PlayStation Vue subscription anytime, but any payments already made are non-refundable, unless otherwise required by law. If you cancel your subscription, cancellation will take effect from the end of the current subscription period. To cancel: on PS4™ and PS3™ consoles and on Amazon Fire TV devices, go to [Settings] in the PS Vue app, select ‘Subscription’, and click ‘Unsubscribe’; on Android mobile devices or on the web, select 'Manage Subscription' (this may be inside a Settings menu), and scroll down to/click 'Cancel Subscription' (this may be under a 'Subscription Summary’ header); or call 877-883-7669. If you cancel a multi-channel Plan subscription, your add-on channel product subscription(s), if any, will also be canceled.

*PlayStation Vue is not sold via PlayStation™Store. PlayStation Vue can be purchased online at https://www.playstation.com/en-us/network/vue/

Wallet Top-Up

You cannot cancel a PSN wallet top-up.  Funds added to the wallet are non-refundable. 

 

Change of Online ID

You cannot cancel or obtain a refund for your purchase of a change of online ID. 

 

Purchases made outside of PlayStation™Store

We do not provide refunds for purchases made outside of PlayStation™Store, such as purchases made on PlayStation Direct, PlayStation Vue subscriptions, gift cards or vouchers (e.g., for PlayStation Now or PlayStation Plus) purchased from other retailers, or voucher codes for specific games.

 

How to request a Refund to your PSN wallet

If you would like to request a refund to your PSN wallet, please contact support.

Note: Where possible, refunds will be issued to the payment method used to make the purchase.  However, there may be some payment methods (e.g., vouchers) for which this is not possible, or there may be other instances in which we are not able to credit your refund to your original payment method (e.g., expired accounts).  If for any reason we are unable to issue the refund to your original payment method, the amount will be credited to your PSN wallet.