How to get a refund on the PlayStation Store

So you bought something from the PlayStation Store and changed your mind? Whether you bought a game by mistake or just decided to get a refund, getting a refund is now as easy as chatting with a rep for a few minutes. Sony’s refund policy, which it established in 2019, covers pre-orders, games, DLCs, subscriptions and movies and allows 14 days from the date of purchase to request a return.

Even though the refund policy is quite comprehensive, there is still one big caveat: once you have downloaded your purchased content, you are not eligible for this refund. If you pre-ordered a title more than 14 days before its release, you can get a refund any time up until the product is released. If you pre-ordered a game within 14 days of its release, you can request a refund up to 14 days from the pre-order date. However, there is one key factor to keep in mind for both of these pre-order requirements, and that is once the game is preloaded on your console, you’re out of luck even if you don’t. haven’t played.

We’ll walk you through the steps to get a refund and explain how to prevent pre-ordered games and other content from automatically downloading in the future.

Chat with PlayStation Support for a refund

There is currently no option on your 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 a Refund” button. You will be redirected to a chatbot that will ask you some initial questions about your account and your purchase. If your responses 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 the refund.

Your purchase of a game, add-on, subscription, or pre-order can be refunded through the original payment method, except for certain payment methods listed in the fine print of the PlayStation support page. In these cases, your PSN wallet will be credited.

Subscriptions to PlayStation Plus and the soon-to-be-replaced PlayStation Now can also be refunded, although you may be credited a different amount from the original purchase price, depending on the length of your subscription.

How to disable automatic downloads

If you’re someone who pre-orders a lot of games, you can take a step to make sure you’ll be able to request a refund. You will only be eligible for a refund if you have not downloaded or preloaded your purchases. So, as unfortunate as that is, you’ll have to turn off the handy and fast auto-download feature on your PS4 or PS5.

Disabling this feature has more downsides than upsides. Although it allows you to request a refund, the system will no longer download your games while you do something else. Instead, you’ll have to manually download and install your games in your spare time. This will also impact titles you already play, as you will need to manually install updates. But if that’s not a big deal for you or your internet speed is really fast, it’s a bit less of a burden.

Disable automatic downloads on a PlayStation 5

To make sure your pre-orders are not pre-loaded on PS5:

  • Select the cog icon at the top right of the home screen to open the Settings menu.


Select “Saved data and game/app settings

  • Scroll down and select Saved data and game/application settings.

Disable auto-download and auto-install in rest mode.

Disable auto-download and auto-install in rest mode.

  • Scroll down left to Automatic updates.
  • Right turn off Automatic download and Automatic installation in rest mode. This prevents your PS5 from fetching game updates and pre-order downloads on its own.

Disable automatic downloads on a PlayStation 4

To do the same on the PS4:

  • First, navigate to the top-level row of options, then click Settings.

Select the System setting

Select the System setting

  • Scroll down and select the System setting.

Then select Automatic Downloads.

Then select Automatic Downloads.

  • The second setting from the top is Automatic downloads. Tap this option.

Disable the Application Update Files setting.

Disable the Application Update Files setting.

Finally, turn off the setting Application update files. This will prevent your PS4 from downloading and installing updates and preload data.

Updated April 5, 2022, 10:30 a.m. ET: This article was originally published on April 3, 2019 and has been updated to reflect changes to Sony’s support page and the addition of PS5 instructions.