Did you buy something from the PlayStation Store and change your mind? Whether you bought a game by mistake or just decided you’d prefer a refund, getting your money back is now as simple as chatting with a representative for a few minutes. Sony’s refund policy, established in 2019, covers pre-orders, games, downloadable content, subscriptions, and movies and allows 14 days from the date of purchase to request a return.
Although the refund policy is fairly comprehensive, there is still a big caveat: once you’ve downloaded the content you’ve purchased, you are not eligible for a refund. If you pre-ordered a title more than 14 days before it was released, you can get a refund at any time until the product is released. If you pre-order a game within 14 days of its release, you can request a refund up to 14 days from the date of the pre-order. However, there is one major factor to consider for each of these pre-order conditions, and that once the game is preloaded on your console, you’re in luck – even if you haven’t played it.
We’ll walk you through the steps for a refund and tell you how to prevent pre-ordered games and other content from auto-downloading in the future.
The refund page for the PlayStation Store on mobile, with the blue “Request a refund” button.
The PlayStation Store refund page on the desktop, with the blue Request Refund button.
After you select Request a refund, the chatbot will ask you initial questions before redirecting you to a live representative to help you further.
Talk to PlayStation Support for a refund
There is currently no option on the PS4 or PS5 console to initiate a refund. You’ll need to head to the PlayStation Support Refund Request page on your phone or computer browser and click the blue Request Refund button. You will be taken to a chatbot that will ask you some initial questions about your account and purchase. If your answers are deemed eligible for a refund, you will be connected to a live agent via chat to continue the process. Be prepared to provide answers to simpler questions about your account from the support team in order to authorize a refund.
Your purchases of a game, add-on, subscription, or pre-order can be redeemed via the original payment method, except for the specific payment methods listed in the fine print on the PlayStation Support page. In these cases, a credit will be credited to your PSN wallet.
Subscriptions to PlayStation Plus and the soon-to-be-redeemed PlayStation Now can also be refunded, although a different amount may be added to the original purchase price, depending on the term of the subscription.
How to stop automatic downloads
If you’re someone who pre-orders a lot of games, there’s a step you can take to make sure you’ll be able to request a refund. You will only be eligible for a refund if you have not previously downloaded or uploaded your purchases. So, unfortunately, you’ll need to turn off your PS4 or PS5’s handy and time-saving Automatic Downloads feature.
Turning this feature off results in more negatives than positives. While it allows you to request a refund, the system will no longer download your games while you do other things. Instead, you will need to manually download and install your games during your free time. This will affect the titles you are already playing as well because you will need to install updates manually. But if that’s not a big deal for you or if your internet speeds are really fast, it’s less of a burden.
Deactivating automatic downloads on PlayStation 5
To make sure PS5 pre-orders aren’t pre-loaded:
- Select the top right gear icon of the home screen to open a file Settings existing.
- Scroll down and select Saved data and game/app settings.
- Scroll down on the left to Automatic updates.
- On the right, turn off automatic download And the Automatic installation in rest mode. This prevents your PS5 from fetching game updates and pre-order downloads on its own.
Deactivating automatic downloads on PlayStation 4
To do the same on PS4:
- First, go to the top-level options row, then tap Settings.
- Scroll down and select File System setting.
- The second setting from the top is Automatic Downloads. Click on this option.
Finally, deactivate the setting Application update files. This will disable your PS4 from downloading, installing, and preloading updates.
Update April 5th 2022 at 10:30AM ET: This article was originally published on April 3, 2019, and has been updated to take into account changes to the Sony support page and the addition of PS5 guidelines.