PlayStation Store cancellation policy

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. FIFA packs or GTA Cash Packs), 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

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.  See more information about cancelling a pre-order here.

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 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.

Subscription Services

Cancelling for a refund: You can cancel your purchase of a subscription 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 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 your wallet is debited for the subscription at the end of the trial, you will have 7 days after your wallet was debited to cancel.

To cancel for a refund, please see the “How to request a Refund” section below.

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 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 is due, at which point it will end.

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 PSN Wallet top-up. When you ask us to top up your PSN Wallet, we seek your consent to perform the top up immediately and, therefore, you cannot cancel the top up.

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.

Purchases made outside of PlayStation™Store

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

For more information on refunds and returns from PlayStation Direct click here.

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 (i) use our password and passcode tools to control unauthorised log-in to and purchases via your account and (ii) if you have children, set up a separate account for each child and use our parental controls to limit their expenditure or prevent them shopping at all.

Click on a feature to find out more about it:

Age ratings and parental controls

Set parental controls and spending limits on your PS4 system

Automatically Add Funds to Renew Subscriptions or Pay for Pre-ordered Content

Add/remove/update billing information

Cancel subscription renewal

View transactions

How to request a Refund

To request a refund, simply contact us.  You’ll need to have the following to hand;

Your PSN Online ID

Your Sign-In ID (Email Address)

Your Date of Birth

The name of the purchase you would like refunded

We will process your refund request as quickly as possible, but it could take up to 72 hours for us to verify your claim.  If you have started downloading the game to your console, your request will be declined and we will notify you of this.

You may also request a refund by using the form located here. You may want to refer to the purchase confirmation email you received when you made your purchase in order to complete this form.