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 rights under applicable local law; nothing in the policy below limits or replaces any such rights under local law.

Games, game add-ons, in-game consumables and season passes

Games and game add-ons

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

Games or add-ons that you have started downloading or streaming are not eligible for a refund unless they are faulty.

In-game Consumables

In-game consumables are items such as virtual currencies (e.g. V-bucks or Robux), boosts and other items that are depleted during gameplay.

When you purchase in-game consumables on the PlayStation™Store outside of gameplay they will be delivered to you when you next launch the game. This means that, provided you do not launch the game after your purchase, you will have up to 14 days from the date of your purchase to cancel. If the in-game consumable has been delivered to you (for example if you launch the game immediately after your purchase) you are not eligible for a refund unless it’s faulty.

If you purchase in-game consumables during gameplay, they will be delivered immediately. This means you will not be able to cancel your purchase unless it's faulty.

Season Passes

You can cancel your purchase of a season pass within 14 days from the date of purchase and receive a refund. However if you have started downloading or streaming any digital items (e.g. game add-ons) included in the season pass you will not be able to cancel your purchase unless it’s faulty.

Pre-Orders for Digital Products

Provided that you have not started downloading or streaming the main part of the digital product pre-order (including pre-loading before release), if you:

  • Paid for your pre-order more than 14 days before the main product release date you may cancel a pre-order at any time before the release date and receive a refund.

  • Paid for your pre-order 14 days (or less) before the main product release date you may cancel a pre-order up to 14 days after payment was taken for the pre-order

If you have started to download or stream the main part of the pre-order, you will not be able to obtain a refund unless the item is faulty. If you have not started to download or stream the main part of the pre-order and your pre-order includes immediately accessible extra content, this extra content will stop working if you cancel your pre-order.

Please be aware that downloads will happen automatically if Automatic Downloads are enabled in your system settings. You can turn off Automatic Downloads at any time in your system settings.

See more information about canceling a pre-order here.

See more information about canceling a pre-order for physical items and bundles including digital pre-orders and physical items here

Promotional Bundles for Digital Products

You can cancel your purchase of a game promotional bundle (e.g. where multiple items are offered together at a reduced price) within 14 days from the date of purchase and receive a refund, provided that you have not started downloading or streaming any part of the bundle. Otherwise you will not be able to obtain a refund unless one of the items is faulty.

See more information about canceling your purchase of a promotional bundle including physical items here

Subscription Services

Cancelling for a refund: You can cancel your purchase of a subscription 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've had of the service. This may show as two transactions in your account transaction history: a refund to your wallet 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, 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 will have 7 days after you were charged to cancel.

Cancelling to prevent future payments: When you purchase a subscription service such as PlayStation®Plus, you agree to a rolling subscription for an unspecified period, with periodic billing (e.g. annual billing). You can stop making future payments at any time by changing your subscription payment settings (click here for more information on how to do this). When you do this your subscription will continue until the next payment becomes due, at which point it will end. This will stop future subscription fees being taken, but you will not receive a refund for payments already made. 

To change your subscription settings on your PS5, go to [Settings] > [Users and Accounts] > [Account] > [Payment and Subscriptions] > [Subscriptions].

To change your subscription settings on your PS4, go to [Settings] > [Account Management] > [Account Information] > [PlayStation Subscriptions].

For instructions on how to change your subscription settings from any other PlayStation console or device, visit the PlayStation Support page at http://playstation.com/cancel-subscription.

Wallet top ups

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

Change of Online ID

You can revert to a previous online ID for free but you cannot cancel or obtain a refund for your purchase of a change of online ID unless faulty.

Physical items

In some countries we sell physical items on the PlayStation™Store.  Physical items include anything that is delivered to you by post, such as consoles or controllers. 

Provided the physical item is in its original condition, you can choose to return your purchase for a refund within 30 days of the day we deliver your purchase. If there is more than one physical delivery for your purchase, you need to let us know that you’d like a refund within 30 days of the day of your last delivery.  

If your item is not in its original condition, we reserve the right to reduce the refund to reflect the reduction in value of the item.  To ensure your item remains in its original condition:

  • Unless you’ve purchased a boxed game, you may open the item and remove it carefully from its packaging to inspect it. 

  • If you purchased a boxed game, if you break the seal on the box, you cannot return the item for a refund unless the game is faulty.  

  • When you return items to us, you should also return all labels, cords, chargers, accessories, manuals and other documentation or items that came with it, as we may reject or reduce the refund if any included items are missing.  

If your item is faulty (for example, if an item is not of satisfactory quality, not fit for purpose or not as described) you should contact us as soon as possible to see if we can resolve the issue.  If your purchase develops a fault within 30 days of delivery, we will provide you with a full refund or replacement if this is available. If the fault develops after 30 days of delivery, you may be entitled to a remedy such as repair or replacement in accordance with applicable local laws in your country of purchase. 

If we reject your return (for example, if you haven’t returned all items in the order or we don’t receive the item back within 90 days of you telling us you will be returning the order), we will notify you via email. We reserve the right to charge you the costs for shipping any rejected item back to you.

For information about warranties, please see here.

For more information on how to submit a refund request, please see here.

Bundles 

If you purchased several physical items as part of a bundle, you must return all elements of the bundle to receive a refund. We may reject the refund if you have not included all physical items included in a bundle. If the bundle includes a physical item and a digital item (e.g. a game, pre-order, game-add on, in-game consumable or season pass), we may revoke the entitlement to the digital item from your account if you request a refund for the bundle. 

Multi-Buy Offers

If you purchased several physical items as part of a multi-buy offer, you can choose whether you want to return all items or individual items included in the offer. If you choose to return individual items, your refund may be reduced by the full value of the physical items you choose to keep. 

Pre-Orders

In addition to the 30 day cancellation window set out above, you can also cancel your pre-order for a physical item  at any time before it enters the shipping process. This is generally possible until approximately 8 days before the scheduled release date. Cancelling before the shipping process begins will prevent your item being sent to you and avoid the need to return it after delivery. For more information about how to cancel to prevent the item being shipped, please see here.

Purchases made outside of PlayStation™Store

This policy does not cover refunds for purchases made outside of PlayStation™Store, such as purchases of PlayStation™Store gift cards or vouchers purchased from other retailers. 

Further Information

We recommend that you take care when you top up your wallet or make a purchase on PlayStation™Store. A number of account features are available so you can keep track of your account activity.

To control the purchases made from the PlayStation™Store, via your account and console ensure you:

  1. use our password and passcode tools to control unauthorized log-in to and purchases via your account; and

  2. if you have children, set up a separate child account for each child and use our parental controls to limit their expenditure or prevent them from shopping at all.

Click on a feature to find out more about it:

Age ratings and parental controls

How to Set parental controls and spending limits 

How to add funds to your Wallet and pay for content on the PlayStation™Store

How to manage payment options on the PlayStation™Store

How to cancel a subscription on PlayStation

How to check your transaction history on PlayStation™Store

How to submit a refund request and return physical items

How to request a Refund

If you would like to request a refund, please contactPlayStation Support or visit our refund support page.

You’ll need to have the following to hand:

  • Your Online ID.

  • Your Sign-In ID (Email Address).

  • The name of the purchase you would like refunded. 

In some cases, you may also be able to request a refund for certain purchases by going to your Transaction History in account management.  For more information on how to check your Transaction History click here. If you are unable to request a refund through your Transaction History you can still contact us to request a refund.