How to Refund a Game on PS4 or PS5

Get your money back for a PlayStation Store game you don't want

What to Know

  • Navigate to the PlayStation's Refund Page.
  • Click on Refund Chatbot.
  • Follow the Chatbot’s prompts and select Yes when asked if you’d like to talk to a live agent.

This article covers how to get a refund for a game you decide you don't want on PS4 or PS5, as well as information on Sony's refund policies, and how to turn off automatic purchase downloads.

Sony’s Refund Policy

As outlined on PlayStation’s official website, “full games, downloadable content, in-game consumables and season passes” purchased through the PlayStation Store are eligible for a refund within 14 days of purchase.

Unfortunately, you’ll be ineligible for a refund if you’ve already started downloading or streaming the game or add-on—unless the content is faulty. This means even if you’ve downloaded a game and haven’t even played a minute of it, Sony most likely won't honor your refund request.

How to Get a Refund on a PS4 or PS5 Game

Currently, there is no way to initiate a refund request on your PS4 or PS5 console. Instead, you’ll need to navigate to the PlayStation support page on your computer or phone’s browser.

Before going through the refund process, be sure to have the following information ready: 

  • Your PSN ID 
  • Email Address associated with your account
  • Date of birth
  • The name of the game or add-on content you’d like refunded
  1. In your browser, head to the PlayStation's Refund page.

  2. Click on the Refund Chatbot link.

    Refund request screen for PlayStation Store on PlayStation official website.
  3. As of Dec 2020, the PlayStation support bot will ask if you are seeking a refund for Cyberpunk 2077. If you are, click Yes. Otherwise, click No.

    PlayStation support bot asking if refund request is for Cyberpunk 2077.
  4. Select Refund Request.

    Selecting "Refund request" from PlayStation support bot.
  5. Select I'm ready.

    Selecting "I'm ready" from PlayStation support bot.
  6. You’ll be asked if you or someone in your household is the owner of the PlayStation Network account that was charged. Click Yes, I am.

    Confirming PlayStation Network account ownership with PlayStation support bot.
  7. Select your payment method (Amazon Pay, Credit/Debit Card, PayPal, or PSN card).

    Confirming payment method with PlayStation support bot.
  8. You’ll be asked if you are the owner of the payment source. Select Yes, I am.

    Confirming payment source ownership with PlayStation support bot.

    If you are not the owner of the payment source, click No, I'm not and make sure that the owner is on hand to assist with the refund process. If they're not, you can always make note of your support ID and return to the chat later.

  9. You’ll be asked why you are requesting a refund. Select the appropriate response.

    Confirming reason for refund request with PlayStation support bot.
  10. You’ll be asked if the game or add-on has already been used or downloaded. If you respond “Yes,” your refund won’t be processed.

    Responding to question about downloading game content from PlayStation support bot.
  11. Select No. You’ll be asked whether this is your first time requesting a refund using your account. If it’s not the first time, you’ll then be asked why you requested the previous refund.

    Responding to question about refund history from PlayStation support bot.
  12. Enter how many days it’s been since you made the purchase.

    Selecting number of days since purchase from PlayStation support bot.
  13. Click Next.

    Receiving Support ID from PlayStation support bot.
  14. To connect to a live agent via chat, click Connect me to chat.

    Connecting to live chat through PlayStation support bot.

Sony’s refund policy states that refunds will be issued to the original payment method used “where possible”. Otherwise, your PSN wallet will be credited.

If the live agent states that your refund will be credited to your PSN wallet, try politely asking if the purchase can be refunded to your bank account or PayPal instead. Having the money back is almost always preferable to an account credit, so it doesn’t hurt to ask!

PlayStation Store Refunds Past the 14-Day Limit

Unfortunately, Sony does not issue refunds on PlayStation Store items if it’s been more than 14 days since the original purchase date. That said, if it’s a pre-ordered game that hasn’t been released and you haven’t downloaded, it doesn’t hurt to try. Just be warned that Sony is within its rights to deny your request.

How to Turn Off Automatic Downloads

Since downloading a game will prevent you from being able to request a refund in most cases, it’s a good idea to turn off your PS4/PS5’s Automatic Downloads feature if you think you may change your mind about a purchase.


Follow the steps below to turn off Automatic Downloads on PS5:

  1. Open Settings.

  2. Click on System.

    PS5 main system settings menu selecting System.
  3. Click on System Software > System Software Update and Settings.

    Selecting System Software Update and Settings under PS5 system settings.
  4. Turn off Download Update Files Automatically by moving the slider to the left.

    Turning off Download Update Files Automatically setting on PS5.
  5. Return to the Settings screen.

  6. Click on Saved Data and Game/App Settings.

    Selecting Saved Data and Game/App Settings on PS5.
  7. Under Automatic Updates, turn off Auto-Download and Auto-Install in Rest Mode by moving the sliders to the left.

    Turning off Auto-Download and Auto-Install in Rest Mode on PS5.

Turning off the settings above will disable your PS5 from automatically downloading and installing games, updates, and preload data.

To turn off Automatic Downloads on your PS4, go to Settings > System > Automatic Downloads and uncheck the box beside Application Update Files. This will disable your PS4 from downloading games automatically.

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