Is it possible to get a refund on PlayStation Store?

Quick Answers

It is possible to get a refund on purchases made through the PlayStation Store, but Sony has strict criteria for approving refund requests. Some key things to know:

  • Refunds are only considered for games and apps – not DLC, subscriptions, or in-game purchases
  • You must request the refund within 14 days of purchase
  • The content must have less than 2 hours of play time and not be downloaded/streamed
  • Refunds are typically granted 1 time per account per year
  • Refunds are issued to your PlayStation Store wallet, not back to your original payment method

PlayStation Store Refund Policy Overview

The PlayStation Store has a defined refund policy that outlines the limited conditions under which refunds may be granted. This policy applies to all purchases made through the PlayStation Store, whether you are on a PS4, PS5, or purchasing via web browser.

According to the official policy, PlayStation Store refund requests will only be considered for digital games and applications. That means downloadable content (DLC), subscriptions (PlayStation Plus, PlayStation Now), in-game purchases (microtransactions, add-on content), and season passes are not eligible for refunds.

For games and apps to be considered for a refund, the following criteria must be met:

  • The refund request must be submitted within 14 days of the original transaction date
  • The game or app content must not have been not downloaded or streamed. If any portion has been downloaded, a refund will not be granted
  • The game or app must have less than 2 hours of play time

Sony also reserves the right to limit PlayStation Store refunds to 1 time per account, per year. So if you’ve already received a refund within the last 12 months, any additional refund requests may be denied.

Requirements Around Downloading and Streaming

One of the key requirements around the PlayStation Store refund policy is that the game or app content must not have been downloaded or streamed. This means that as soon as any piece of the content starts downloading onto your console, refund eligibility goes out the window.

The same applies if you start streaming a game through PlayStation Now. Once streamed, the content is considered used and no longer refundable.

This is likely done to prevent situations where users could download an entire game and play through it before requesting a refund. By making the mere act of downloading or streaming content grounds for refusal, Sony limits the potential for abuse of refunds.

Play Time Limit of 2 Hours

Assuming the content hasn’t been downloaded or streamed, refunds are further contingent on having less than 2 hours of play time. If your play time exceeds 2 hours, Sony will reject the refund request.

Again, this requirement aims to prevent scenarios where users play through most or all of a game before asking for their money back. The 2 hour window gives you a chance to try out the game before deciding whether you want to commit to purchasing it.

Note that the 2 hour limit may be strictly enforced. There are reports of refund requests being denied when users had 1 hour and 55+ minutes of play time. So make sure to request refunds before hitting that 2 hour mark.

One Time Exception Per Account

While the refund policy indicates Sony may limit refunds to 1 per account, per year, they seem open to making exceptions in some cases. However, you shouldn’t expect to be granted multiple refunds in quick succession.

Some users have reported success getting 2 or more refunds over the course of a year. But there are just as many reports of being told additional refunds aren’t possible after the first.

If requesting another refund shortly after your last one, it’s best to keep expectations in check. Emphasize that the request is an exceptional circumstance and you don’t make a habit of asking for refunds.

Getting a Refund on Preorders

Preorders function a bit differently when it comes to refund eligibility. For games and apps that haven’t been released yet, you can request a refund at any time prior to release.

Once the game or app becomes available and starts downloading, the standard 14 day/2 hour policy kicks in. But up until that point, PlayStation Store preorder refunds can be issued regardless of when you placed the order.

This gives you the flexibility to cancel preorder purchases, even if you placed the order months ago. Sony understands circumstances can change, and lets you get a full refund on unreleased purchases.

After Release Refunds for Preorders

If you don’t request a refund prior to a game or app’s release date, the standard 14 day window applies after it launches. Here are a few things to note:

  • The refund 14 day countdown starts on the day the content becomes available, not when you placed the preorder
  • As usual, you forfeit the refund if you download or stream any portion of the content
  • Same 2 hour maximum playtime limit also applies

Following these rules allows you to get a refund on preorder purchases, even post-release, if you act quickly and avoid downloading, streaming, or excessive play.

Requesting a PlayStation Store Refund

If you meet all refund eligibility criteria, you can request your money back through PlayStation Support. There are a few ways to get the refund process started:

  • Online form – Fill out the PlayStation Refund Request Form with your order details and explanation. You’ll need to log in to your PlayStation Account.
  • Live chat – Start a live chat session with PlayStation Support and explain you’d like a refund.
  • Phone – Call PlayStation Support and speak to a representative about requesting a refund.

No matter which contact method you use, you’ll need to provide your PlayStation Online ID, order number, and reason for requesting the refund. Make sure to clearly explain how you meet the refund requirements.

You may need to wait up to 5-7 business days for an initial response on the status of your refund request. If approved, funds are returned to your PlayStation Store wallet within 2 billing cycles.

Getting Refunds to Original Payment Method

While PlayStation Store refunds are directed back to your PlayStation wallet by default, you can request funds be returned to the original payment method used for the purchase. This includes PayPal, credit/debit card, etc.

To have the refund sent to your original payment method, contact PlayStation Support and explicitly request this. If you paid with PayPal, the refund can only go back to your PayPal account.

Otherwise, refunds will automatically be credited to your PlayStation Store wallet as site credit. You can use this for future purchases but cannot cash it out.

Reasons Refunds May Be Denied

If your refund request is denied, it’s typically because one or more of the eligibility criteria were not met. Here are some common reasons PlayStation Store refunds get rejected:

  • The content was downloaded/streamed before requesting a refund
  • More than 14 days passed since the original purchase date
  • Play time exceeded 2 hours for the game or app
  • The purchase was for DLC, subscriptions, in-game purchases, etc.
  • You already received a refund on the account within the last year

Review the denial reason carefully, as you may be able to appeal the decision if you believe it was made in error. For example, if you were told your play time exceeded 2 hours but can prove otherwise.

However, if the rejection was due to any of the policy’s clearly defined limitations, there may be no way to overturn the decision. You’ll have to accept the content is ineligible for refund at that point.

Appealing a Refund Denial

To appeal a refused refund request, contact PlayStation Support again through phone, chat, or email support. Explain politely that you believe the request was denied incorrectly and wish to appeal the decision.

Provide evidence if possible, such as PlayStation records showing your play time was under 2 hours. Or point out how you requested the refund fewer than 14 days post-purchase.

There is no guarantee a denial will be overturned on appeal. But it’s worth trying if you have proof on your side. At worst, the appeal is declined and you’re no worse off than before.

Alternatives if Refund Denied

If your PlayStation Store refund request is ultimately denied with no further recourse, here are couple options that may help:

  • Try selling or trading the game – Sites like eBay let you sell unwanted digital game keys. Or find someone to trade locally on Craigslist.
  • See if Sony can issue store credit – Explain the situation and ask if they can credit your PlayStation Store wallet as a one-time goodwill gesture.
  • Learn for next time – Study the refund policy so you know what to do differently moving forward. Set reminders on your calendar for future refund timelines.

While an outright refund may be off the table, one of these alternatives could help you recoup some value or avoid the same situation in the future.

Key Takeaways

Here are some key points on getting PlayStation Store refunds:

  • Refunds only apply to games/apps (not DLC, subscriptions, etc.)
  • Requests must be made less than 14 days from purchase
  • Content cannot be downloaded/streamed at all
  • Play time must be under 2 hours
  • Refunds typically go to wallet, not original payment method
  • You may only get 1 refund per account per year
  • Preorders can be refunded any time prior to release

Follow PlayStation’s clearly defined refund policy, and you should be able to get your money back – just don’t expect them to be overly generous outside of their guidelines.


While PlayStation Store refunds are limited to fairly narrow criteria, it is possible to get your money back on purchases if you act quickly. Make sure to request the refund within 14 days, avoid any downloading/streaming, limit play time to under 2 hours, and provide all necessary order details.

If initially denied, try appealing the decision if you believe the refusal was unwarranted given the circumstances. At the very least, walk away understanding the policy details better to avoid issues next time.

What are your experiences with getting PlayStation Store refunds? Let us know in the comments!

Leave a Comment