PLAYSTATION DIRECT RETURNS AND REFUND POLICY
This policy applies to purchases made from Sony Interactive Entertainment Direct Europe Limited (trading as PlayStation Direct).
Your Return Rights
How to Return Items
Processing Your Return
In addition to the rights set out below, you may have additional rights under applicable local law; nothing in the policy below limits or replaces any such rights under local law.
Note: PlayStation Direct is not the same as the PlayStation Store. Items purchased from the PlayStation Store are subject to the PlayStation Store Cancellation Policy.
1. YOUR RETURN RIGHTS
We understand that there may be times when you want to return items. The law gives you rights to cancel an order within 14 days, but we also provide a goodwill returns policy allowing you to return items within 30 days. You also have rights if items are faulty. We’ve provided further details about these rights below.
a) Statutory Cancellation Rights
The law gives you a statutory right to cancel an order, for any reason, within 14 days from the day we deliver your order (or if there is more than one delivery for your order, within 14 days of the day of your last delivery), or in the case of an order of services (such as the provision of voucher codes), within 14 days of the purchase date. However, there are exceptions when the statutory right to cancel will cease to apply. For example, for sealed audio, sealed video software (including games), if the item becomes unsealed after delivery, or for voucher codes, if the voucher code has been redeemed.
To help ensure that you have a positive experience shopping with us, and in case you need a little more time to decide whether to return an order, in addition to your statutory cancellation right we provide a goodwill returns policy allowing you to return items within 30 days of delivery.
b) Goodwill Returns Policy
Our voluntary 30-day return policy applies to all PlayStation Direct purchases. This means you can return your purchase for a refund as long as it’s in its original condition. You just need to let us know within 30 days of the day we deliver your purchase (or if there is more than one delivery for your purchase, within 30 days of the day of your last delivery) that you will be returning your purchase.
Note: We cannot accept returns for voucher code purchases if the code has already been redeemed.
This goodwill return policy does not affect your statutory rights, including your rights in relation to faulty items.
c) Returning Faulty Items
You have additional rights where items are faulty (for example, if an item is not of satisfactory quality, not fit for purpose or not as described). If an item you purchased from PlayStation Direct 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 you want to return items purchased from PS Direct because they are faulty, please visit this page to initiate a return online or contact our customer services team.
For information about warranties, please see the FAQ page: https://direct.playstation.com/en-gb/support/cancellation-returns-refunds-warranties
2. HOW TO RETURN ITEMS
To return an item:
Visit this page to initiate a return online, or contact our customer services team to tell us that you wish to return an item.
Follow the return instructions on our Cancellation, Returns, Refunds and Warranties FAQ page.
The instructions include a pre-paid postage label to attach to your return so you can send the item to our returns fulfilment centre for free. You must use this pre-paid postage label.
Return the item within 90 days of telling us that you wish to return the item.
You must include everything that came in the original packaging for the item you’re returning. That includes returning all labels, cords, chargers, accessories, manuals and other documentation that came with the item.
3. PROCESSING YOUR RETURN
If we accept your return, we will issue you with a refund or a replacement (if you’ve requested a replacement).
Refunds will be paid to the payment method used to make the purchase, unless you agree otherwise.
We’ll refund the price paid for the item plus the cost of standard outbound delivery (unless the item is faulty, in which case we will refund you express outbound delivery costs if you paid for express outbound delivery). However, if you only return part of an order, outbound delivery costs may not be refunded.
Replacement items will be sent to the same delivery address as the original item was sent to.
Note: If you are returning an item under the statutory cancellation right (paragraph 1(a) above) or our goodwill returns policy (paragraph 1(b) above), and the value of the item returned has been diminished due to your handling of the item (beyond what is necessary to establish the nature, characteristics and functioning of the item), we reserve the right to reduce the refund to reflect the reduction in value of the item.
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.