How to Return PS4 and PS5 Games to the Playstation Store for a Refund
There are few demos for games these days, so sometimes you buy a game off the PlayStation Network and it’s a total stunner. Sure, you could keep playing it and hoping it gets better. Or you can submit a refund request to the PlayStation Store, get your money back, and buy a game that you really enjoy.
The key is to understand PlayStation and Sony’s refund policies. While they offer a generous 14-day refund period, caveats are in order depending on the type of content.
Understand PlayStation’s refund policy
At first glance, PlayStation’s refund policy seems generous. Two weeks from the date of purchase to return a digital game is a long time. However, there is a big catch.
“Once you have started downloading or streaming the purchased content, you are not eligible for a refund unless the content is defective.”
Games and Addons
This means you cannot return a game because you didn’t like it. In fact, the only valid reason for returning a full game after downloading it is if the game doesn’t work. However, a game rarely makes it to the store without being tested. The only major example of this is Cyberpunk 2077, which overhauled PlayStation’s refund policy as a lot of people hated it.
However, due to the current cross-gen transition period, some PS4 games may not be backward compatible with a PS5 console or vice versa. This is considered “non-functional” and is eligible for a refund.
Add-on content such as season passes or game consumables fall into the same category.
subscriptions
Subscriptions are slightly different. If you buy a subscription and find that you don’t like it (e.g. a Battle Pass for a game with unreasonable requirements), you have up to 14 days to request a refund. PlayStation may reduce the refund amount based on how often you have used the service.
preorders
If you have pre-ordered a game well in advance, you can cancel that pre-order and receive a refund at any time up to the game’s release date. However, if you pre-ordered less than two weeks before launch, the game follows the same rules as regular game purchases: you have two weeks after purchase.
How to return a game
Returning a game isn’t as simple as selecting it from the PlayStation menu. You must contact PlayStation Support for assistance. Note that refunds may be given on a case-by-case basis; Even if you’ve started playing something, there’s a chance a representative will give you a refund if you explain the situation.
If you know you want a refund for a game (maybe a sibling bought it or it’s not what you thought it was), here’s how you can return it.
- Open the PlayStation support page.
- Select the type of content you’re refunding: games, subscriptions, or pre-orders.
- Choose Contact PlayStation support.
- Choose PS Store & Refunds.
- Choose PlayStation Store Refunds.
- Choose live chat.
- Enter your first and last name, then select Start chatting.
- You first talk to a chatbot who will ask you if you are the owner of the PSN account that has been charged. Choose Yes.
- Select the type of content you want to refund.
- Select the reason for the refund.
Depending on your answer, the bot will keep asking questions. Answer all the questions, after that you will get in touch with a live agent. If there is no live agent, the bot will provide you with a support ID number that you must keep track of until you can speak to a live agent.
If a game meets the criteria, you should receive a full refund. It’s not as straightforward as some refund policies, like Xbox’s or Amazon’s, but it’s the only option available for a PlayStation Store purchase.
In most cases, PlayStation will refund the money to the original payment method. However, there are some payment methods that do not allow this. These include Bancontact, Paysafecard and cash vouchers. In such situations, the funds will be returned to your PSN wallet.
A couple of warnings. There is advice online that you can request a chargeback on your credit card if you don’t get a PS Store refund. Do not do that. This will result in your account being suspended and the loss of all your digital content.
In an ideal world, PlayStation would implement a refund policy similar to that of Steam. If you play less than two hours, you have 14 days to return a game. Unfortunately this is not the case. Be careful with what you buy. Read reviews before you buy and request refunds as little as possible. The fewer refunds you’ve requested, the more likely PlayStation Store staff are to help you.