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. 

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:

Please note that we cannot guarantee your accessory will be returned in the same packaging you've sent it in. If you are fond of the original packaging you can send us your device in any sturdy cardboard box.

  1. Protect your accessory by wrapping it securely in bubble wrap. We only need the accessory so please don't include any cables or other items.
  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 accessory by going to your local post office/drop off point, etc.

DualSense Edge™ wireless controller packing instructions

To pack your DualSense Edge wireless controller for a return, please make sure to send us the controller without any accessories (such as the Carrying Case or USB cable).

Please detach and remove any Half Dome Back Buttons, Lever Back Buttons and Button Caps from your controller, but leave the stick modules on your controller when sending it in for a repair.

If you’ve purchased a replacement stick module, only the standalone stick module needs to be sent for a repair.

Access controller packing instructions

To pack your Access™ controller for a return, please make sure to send us the controller without any buttons or accessories.

Please detach and remove all button caps, tags and stick caps from the controller before sending it in for a repair.

PlayStation Portal packing instructions

Before sending in your product please ensure you have removed any user profiles from your PlayStation Portal™ remote player if possible.

We want to get you playing again as soon as we can, so we aim to return your repaired or replaced item within 7 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 PlayStation Repairs 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.