I bought Gran Turismo 7 last March for £59.99 on the PlayStation Store. Got home from work, downloaded it, played for twenty minutes, realised it wasn’t what I expected.
Went looking for a refund button. There isn’t one.
No refund page. No obvious link. No “return this purchase” option anywhere in the PS5 interface. Sony doesn’t put a refund mechanism on the console itself, which feels deliberate when you think about it.
After forty minutes of digging through help pages and getting redirected in circles, I found the method that actually works. Got my £59.99 back four days later.
Here’s everything I learned — including the stuff Sony doesn’t make obvious.
What you should know upfront:
💷 Refund amount: Full purchase price to your PSN wallet or original payment method
⏱️ Time to process: 3-7 working days (UK)
📱 Where to request: PlayStation Support website only (not on console)
📅 Eligibility window: 14 days from purchase, with conditions
🎮 Downloaded content: Complicated (explained below)
📅 Updated: February 2025
Sony’s Official Refund Policy (What They Actually Allow)
Before I walk you through the steps, you need to understand what Sony will and won’t refund. Otherwise you’ll waste twenty minutes in a chat queue for nothing.
Games and Add-Ons
You CAN get a refund if:
- You purchased the game within the last 14 days
- You haven’t started downloading or streaming it
- The game is faulty or doesn’t work as described
The grey area:
- You downloaded but played less than 2 hours? Sony sometimes refunds, sometimes doesn’t. Depends on the support agent and your account history.
- Pre-orders? Fully refundable anytime before the release date. After release, standard 14-day rules apply.
You probably WON’T get a refund if:
- More than 14 days since purchase
- You’ve completed significant gameplay
- It’s a consumable DLC (in-game currency, loot boxes)
- Season passes where you’ve accessed any content
Subscriptions (PS Plus)
- Within 14 days of purchase and haven’t used online multiplayer or downloaded any monthly games? Refundable.
- Used any PS Plus benefits? Partial refund at best.
Films and TV
- Not started watching? Refundable within 14 days.
- Started watching? Generally no refund.
Your UK Legal Rights (This Is Important)
Here’s something Sony won’t volunteer: UK consumer law gives you rights beyond Sony’s own refund policy.
Under the Consumer Rights Act 2015, digital content must be:
- Of satisfactory quality
- Fit for purpose
- As described
If a game is genuinely broken, crashes constantly, or was significantly misrepresented in the store listing, you have legal grounds for a refund regardless of Sony’s 14-day policy.
I’m not saying this works every time. But knowing this gives you leverage in conversations with support agents. More than once I’ve seen people on UK gaming forums get refunds outside the 14-day window by specifically mentioning the Consumer Rights Act.
Worth reading our complete guide on UK Consumer Rights for Digital Purchases for more detail on this.
Method 1: PlayStation Support Chatbot (Fastest Route)
This is how I got my refund. It’s the quickest method and you don’t need to speak to anyone.
Step by step:
Step 1: Open your browser and go to the PlayStation support page. Search for “PlayStation refund request” — the direct support page should appear near the top.
Step 2: You’ll land on a help page. Look for the “Contact Us” or “Chat” option. Sony’s layout changes occasionally, but there’s usually a chat bubble icon somewhere on the support page.
Step 3: The chatbot starts with categories. Select:
- “PlayStation Store and Refunds” (or similar wording)
- Then “Refund Request”
Step 4: The chatbot asks for your PSN ID (your PlayStation username) and the email address linked to your account.
Step 5: It asks which purchase you want to refund. It might show your recent purchases automatically. Select the right one.
Step 6: It asks your reason. Pick the most relevant:
- “I didn’t mean to buy this” (accidental purchase)
- “It’s not what I expected” (misleading description)
- “It doesn’t work properly” (technical issues)
- “My child bought it without permission” (unauthorised purchase)
Step 7: The chatbot checks your eligibility automatically. If you’re within the 14-day window and haven’t downloaded, it usually approves the refund right there.
Step 8: Choose your refund method:
- PSN Wallet (faster — usually 1-2 days)
- Original payment method (card/PayPal — usually 3-7 working days)
Step 9: You get a confirmation on screen with a reference number. Screenshot this.
Step 10: Confirmation email arrives within a few hours.
What if the chatbot rejects you?
It happens. The automated system checks download status and time since purchase. If it flags your request, it’ll offer to connect you to a live agent. Take that option — humans have more flexibility than the bot.
Method 2: Live Chat With a Support Agent
If the chatbot rejects your request or your situation is complicated (downloaded but barely played, outside the 14-day window, game is genuinely broken), you want a real person.
How to reach a live agent:
Step 1: Go to the PlayStation support page (same as Method 1).
Step 2: Start the chatbot process.
Step 3: When asked what you need help with, select the refund category.
Step 4: At some point the chatbot will offer “Chat with an Agent” or “Still need help?” — click this.
Step 5: You’ll be placed in a queue. Wait times vary:
- Monday-Friday mornings: 5-15 minutes
- Evenings and weekends: 15-40 minutes
- After a big game launch: Could be over an hour
What to say to the agent:
Be specific. Don’t ramble. Here’s what works:
For a straightforward refund (within 14 days, not downloaded):
“Hi, I purchased [Game Name] on [date] for [price]. I haven’t downloaded it and I’d like a refund please. My PSN ID is [your ID].”
For a downloaded game you barely played:
“Hi, I purchased [Game Name] on [date]. I’ve downloaded it but only played for [time]. The game isn’t what I expected based on the store description. I’d like to request a refund. My PSN ID is [your ID].”
For a broken/faulty game:
“Hi, I purchased [Game Name] on [date]. The game has [specific issue — crashes, won’t load, missing content]. I’ve tried [basic troubleshooting — reinstalling, restarting]. Under the Consumer Rights Act 2015, digital content should be of satisfactory quality and fit for purpose. I’d like a refund please.”
That last one is the strongest approach for faulty content. Mentioning the law isn’t rude or aggressive — it’s factual. Support agents in UK teams know exactly what you’re referring to.
Method 3: Phone Support (When Chat Isn’t Working)
Sometimes the chat system goes down or queue times are extreme. Phone works as a backup.
Contact details:
📞 UK Phone: 0203 538 2665
🕐 Hours: Monday-Friday, 10:30 AM – 7:30 PM GMT
⏱️ Average wait: 10-30 minutes
What to have ready:
- Your PSN ID
- Email address on the account
- Date and amount of purchase
- Game name
- Reason for refund
During the call:
The agent will verify your identity, check the purchase, and process the refund if eligible.
Ask for a reference number before hanging up. Write it down. If the refund doesn’t appear, you’ll need this.
Accidental Purchases (Kids, Wrong Button, Autocomplete)
This deserves its own section because it’s incredibly common.
PS5 controllers are sensitive. The store interface sometimes moves fast. And kids with access to your account can rack up charges before you even notice.
For purchases made by children:
Sony is generally understanding here, especially in the UK. Contact live chat and explain:
- Your child made the purchase without your permission
- You’d like a refund
- You’ll be setting up parental controls (they sometimes ask about this)
First-time requests: Almost always refunded.
Repeat requests: Sony may push back. They’ll suggest you set up purchase passwords or restrict account access.
Setting up purchase protection after getting your refund:
On PS5:
- Settings → Users and Accounts → Account → Payment and Subscriptions
- Set “Require Password at Checkout” to Yes
On PS4:
- Settings → Account Management → Account Information → Wallet → Purchase Settings
- Enable password at checkout
Do this. Seriously. One refund is understandable. Multiple “my kid bought it” claims will eventually get declined.
For genuine accidental purchases:
If you clicked “Buy” instead of “Add to Wishlist” or something similar — tell the agent exactly what happened. These are usually straightforward refunds, especially if you haven’t downloaded the content.
Refund to PSN Wallet vs Original Payment Method
When the refund is approved, you choose where the money goes.
PSN Wallet refund:
Speed: 1-2 days (sometimes same day)
Limitation: Money stays in your PlayStation wallet. You can only spend it on PlayStation Store purchases.
Good for: If you want to buy a different game instead
Original payment method refund:
Speed: 3-7 working days (sometimes up to 14)
Goes to: The card or PayPal account you originally used
Good for: If you want the actual money back
Which should you choose?
If you’re done buying games for now, always choose original payment method. Real money back in your bank.
If you accidentally bought the wrong game and want the right one, PSN Wallet is faster.
I chose original payment method for my GT7 refund. Took five working days to appear on my Barclays statement. Not instant, but it came through.
What If Sony Rejects Your Refund Request
It happens. Here’s your escalation path.
Step 1: Ask why
Get the specific reason in writing (save the chat transcript or ask for an email explanation). Common reasons:
- Content was downloaded and played
- Outside 14-day window
- Already refunded a similar purchase recently
Step 2: Try again with a different angle
If your game is genuinely faulty:
- Mention Consumer Rights Act 2015 specifically
- Describe the exact technical issues
- Mention you’ve tried troubleshooting
Different agents have different levels of authority. A second attempt sometimes gets a different result.
Step 3: Contact PlayStation by email for a formal complaint
If you genuinely believe you’re entitled to a refund (especially under UK consumer law for faulty products), put it in writing.
Email your complaint outlining:
- What you purchased and when
- What’s wrong with it
- What resolution you want
- Reference to Consumer Rights Act 2015
Step 4: Chargeback through your bank (nuclear option)
If Sony won’t budge and you believe the charge is unjust, you can request a chargeback through your bank.
Major warning: Sony may permanently ban your PSN account if you do a chargeback. You’d lose access to all your digital purchases, saves, and online access.
This is genuinely the nuclear option. Only use it if:
- The amount is significant
- You have clear evidence of entitlement
- You’re prepared to lose your PSN account
For most people, this isn’t worth it. But for a £60+ game that’s genuinely broken and Sony won’t refund? Some people make that choice.
I’ve never had to go this far personally. The Consumer Rights Act mention has always been enough to resolve things at the support agent level.
Refund Timelines (What I’ve Actually Experienced)
| Refund Type | My Experience | Others Report |
|---|---|---|
| Undownloaded game via chatbot | Approved in 3 minutes, money back in 5 days | Same |
| Downloaded game via live agent | Approved after 10-minute chat, money back in 7 days | Mixed results |
| Faulty game with CRA mention | Approved after 15-minute chat, money back in 5 days | Usually works |
| PS Plus subscription | Never tried | Mixed, depends on usage |
Prevent Future Unwanted Purchases
After dealing with the refund hassle, set these up:
Purchase password:
PS5: Settings → Users and Accounts → Account → Payment and Subscriptions → Require Password at Checkout
Remove saved card:
If you’d rather enter card details manually each time (prevents impulse buys and accidental purchases):
PS5: Settings → Users and Accounts → Account → Payment and Subscriptions → Payment Methods → Remove
Wishlist instead of buying:
Get in the habit of adding games to your wishlist first. Sleep on it. The PlayStation Store has sales constantly — that £59.99 game will probably be £24.99 within a few months.
Pre-Order Refunds (Separate Rules)
Pre-orders follow different rules and they’re actually more consumer-friendly.
Before the game releases:
You can cancel and get a full refund anytime before the release date. No questions asked.
How:
Same process as above (chatbot or live agent). Select the pre-order and request cancellation.
After the game releases:
Standard refund rules apply (14-day window, download status, etc.).
My advice on pre-orders:
Don’t pre-order digitally unless you’re absolutely certain. There’s no benefit to pre-ordering a digital game — it’s not going to “sell out.” Wait for reviews.
I pre-ordered Cyberpunk 2077 years ago. Learned my lesson. Now I wait at least a week after release to see what actual players say.
Frequently Asked Questions
Can I get a refund on a game I’ve already downloaded and played?
Possibly, but not guaranteed. Sony’s policy states no refunds once downloading begins. However, if the game is faulty, misrepresented, or you’ve played very little, a live agent may approve it — especially if you mention UK consumer rights. It depends on the agent and your account history.
How many refunds can I request before Sony flags my account?
There’s no published limit, but frequent refund requests will raise flags. If Sony suspects abuse (buying games, completing them quickly, then requesting refunds), they may decline future requests or investigate your account. Use refunds for genuine situations only.
Can I refund PS Plus if I bought the wrong tier?
Contact support and explain you selected the wrong tier (Essential vs Extra vs Premium). If you haven’t used any tier-specific benefits yet, they can usually switch you or refund the difference. Act quickly though — once you’ve downloaded a PS Plus catalogue game, they’ll consider the benefit “used.”
My child spent £200 on in-game currency. Can I get it back?
Contact support immediately and explain the situation. First-time reports of unauthorised child spending are usually refunded. Set up parental controls and purchase passwords immediately afterwards. Sony will be less sympathetic if it happens repeatedly.
Does the 14-day refund period start from purchase or download?
From the date of purchase. Not from when you downloaded, not from when you first played. The clock starts ticking the moment the transaction goes through.
Can I get a refund on a game that was on sale?
Yes, the same rules apply regardless of whether you paid full price or a sale price. Your refund will be for the amount you actually paid.
What if I bought a game and it went on sale the next day?
Sony won’t refund the price difference. Their official position is that prices change and previous purchases aren’t adjusted. Frustrating, but that’s the policy. Some people refund the full-price version and rebuy at the sale price if they haven’t downloaded yet — but there’s no guarantee the refund will process before the sale ends.
Summary
To get a PlayStation Store refund in the UK:
- Go to PlayStation support website → Chat → PlayStation Store and Refunds → Refund Request
- Chatbot checks eligibility automatically
- If approved: choose PSN Wallet (fast) or original payment method (3-7 days)
- If rejected: request live agent, mention Consumer Rights Act 2015 for faulty content
- Screenshot your reference number
Key rules:
- 14 days from purchase, not downloaded = straightforward refund
- Downloaded but faulty = mention Consumer Rights Act 2015
- Pre-orders = cancel anytime before release
- Kids’ purchases = usually refunded first time
Don’t forget:
- Set up purchase passwords after getting your refund
- Consider removing saved payment methods
- Wishlist games instead of impulse buying
Related Guides
Want to know more about your UK digital refund rights?
- UK Consumer Rights Act 2015: Digital Refund Rights Explained (pillar article)
- Steam Refund Guide UK (coming soon)
- Google Play Store Refund UK (coming soon)
- Browse all UK refund guides
Also cleaning up gaming subscriptions?
- Cancel Amazon Prime UK and Keep Prime Video (Article #5)
- Cancel Now TV Free Trial UK (Article #7)
- Browse all cancellation guides
Last Updated: February 2025
Tested on: PS5 (firmware 24.06) and PlayStation Support website
PlayStation changed their support process? Let us know so we can update this guide.