PLAYSTATION DIRECT RETURNS AND REFUND POLICY

This policy applies to purchases made from Sony Interactive Entertainment America Trading LLC (d/b/a PlayStation Direct) only. Please read below for important details concerning: 

• Non-Refundable Merchandise;

• Order Cancellations;

• Returns; and

• Refunds

Please be aware that you may have additional refund rights under applicable local law; nothing in this Policy limits 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 (https://www.playstation.com/legal/cancellation-policy).

1. NON-REFUNDABLE MERCHANDISE

The following items are not eligible for refunds unless the item is faulty (as determined by us) or is subject to a valid warranty claim (for those products subject to a written warranty), or unless the law otherwise requires:

• Custom orders/personalized items.

• Physical disc games with broken security seals or that appear to have been opened.

• Subscription products (including PS Plus).

• Digital games, codes, and content. 

• Products designated as “non-returnable” on the product description page, or marked as “As-is,” “Clearance” or “Close Out” or “Final Sale.”

• Purchases not made from PlayStation Direct. 

   

   

2. CANCELLATIONS OF PHYSICAL MERCHANDISE ORDERS

You may cancel an order of physical merchandise, as long as your status is still in the “Order Received” stage of the process. To view your order status, go to the Order History page of your PlayStation Network (“PSN”) account, or go to the Order Details page on PlayStation Direct and look it up by using the order number in your order confirmation email. If your order is eligible for cancellation, it will have a “Cancel” option next to it. 

If no “Cancel” option appears, it means the order is preparing to ship and can no longer be canceled. However, if you have purchased a refund-eligible item, you may still be able to obtain a refund by returning the item within the applicable returns period. Please see Section 3 below for details on returns timing and requirements.

NOTE: Cancellations are made at the order level; individual items within an order cannot be canceled.  This means that if there’s more than one item in your order, selecting “Cancel” will void the purchase of all items within the order.   

Orders containing PS Plus, or any other subscription product or digital content are final and cannot be canceled, unless required by applicable law.  However, if the order contains refund-eligible items, those items may be returned for a refund in accordance with the terms of this Policy.

3. MERCHANDISE RETURNS
 

a. Returns Window: 

For an order of a refund-eligible item, you have 30 days from the date your item ships to initiate a return.  For instructions on how to initiate a return, please visit  Cancellation, Returns & Refunds FAQ page.  

After you have initiated a return, we will provide you with a return merchandise authorization number (“RMA #”) and a prepaid shipping label. Your RMA # will expire 30 days from the date it is generated; your item will not be considered refund-eligible unless it is shipped back to PlayStation Direct before your RMA # expires.  

b. Return Shipping: Returns should be sent to our returns fulfillment center using the prepaid Federal Express return shipping label we provide to you.   We reserve the right to reject any return that does not comply with this requirement.

PlayStation Direct does not take title to returned items until they are accepted at our returns fulfillment center, and the risk of loss remains with you until the returned item(s) are delivered to us at that location.

c. Returns Requirements: In order to qualify for a refund, you must return the item within the applicable return policy period using the prepaid shipping label we provide to you, include the packing list or original purchase receipt, and identify the reason for the return.  All returned items must be in original condition, including all accompanying labels, cords, chargers, accessories, manuals, and other documentation.  

NOTE: For physical disc games to be considered in “original condition,” they must be returned, unopened, with all security seals intact.

d. Returns Processing: Once we receive your return, we will process it within 5 business days. If you returned your order for a refund, it may take up to 7 business days after the return is processed to reflect on your account. If you returned your order for a replacement, the replacement order will ship within 3-5 business days after processing the return. 

e.   Rejected Returns: We reserve the right to reject returns that do not comply with our Returns and Refunds policy, including returned items:

• That are disc games which have been or appear to have been opened.

• With missing, damaged, altered, or otherwise unreadable serial number labels, manufacturer model or part number labels, or warranty labels.

• Without all original parts, or missing or damaged parts, packaging, and all other items originally included with the product.

• From which the UPC code has been removed.

• That exhibit signs of having been tampered with, customized, or altered in any way.

• That appear used or damaged.

• For which an RMA# has not been issued. 

• That do not match the items in your order.

• Items not purchased from PlayStation Direct.

We will notify you via email if your return is rejected. You will be responsible for the cost of shipping any rejected item(s) back to you. If you do not contact Customer Service to arrange the return of your rejected item(s) within thirty (30) business days from the date on the rejection notification, we will assume you do not wish to reclaim the property and will dispose of it at any time thereafter, in any manner as we see fit.  Sony Interactive Entertainment America Trading LLC will not be responsible for any property that goes unclaimed.

4. REFUND PROCESSING AND TIMING

Refunds will be credited after we have processed your return and confirmed the returned item (a) is eligible for return; (b) was returned in a timely manner; and (c) complies with our returns requirements. An item will be deemed to have been “returned in a timely manner,” if you (1) have requested a return merchandise authorization number (“RMA#”) within the applicable return-window period for that item; and (2) shipped the item back to us prior to the expiration of the RMA#. 

Please allow at least 7 business days after your refund status changes from “Return Initiated” to “Return Accepted” for your refund to be credited to your original payment method. (Note: depending on your payment method or financial institution, it could take longer for the refund to show up on your account.) 

5. HOW TO RETURN AN ITEM

Click here to learn how to initiate a return for refund-eligible physical merchandise from PlayStation Direct.