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How to Refund a Game on PS5: Complete Guide
We’ve all been there: you bought a PS5 game that promised the world, only to find out it wasn’t for you. Whether it’s due to bugs, disappointing gameplay, or a mistaken purchase, requesting a refund for a PS5 game is absolutely possible—under certain conditions.
Sony has a specific refund policy, and if you follow the right steps and act quickly, you may be able to reverse your purchase and reclaim your money. Here’s everything you need to know about how to refund a PS5 game through the PlayStation Store.
Understanding the PS5 Game Refund Policy
Sony’s official policy allows you to request a refund within 14 days of your game purchase, as long as you haven’t started downloading or streaming it. If the download has begun, getting a refund becomes more complicated.
There are exceptions, though. If the game is faulty or broken, you may still be eligible for a refund even if you’ve already downloaded it. Faults may include:
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Crashes preventing gameplay
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Save file corruption
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Severe input lag or game-breaking bugs
You’ll need to document these issues with screenshots or video as evidence when requesting a refund.
Important notes:
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Only the purchaser’s account can request a refund.
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Refunds are not available for PlayStation Plus subscriptions, in-game currencies, or purchases outside the PlayStation Store.
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Pre-orders can be refunded any time before release, unless the content was already downloaded.
How to Request a PS5 Game Refund
Step-by-step Instructions
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Log into your PlayStation account
Use the same account that made the purchase, either on your PS5 console or on the official PlayStation website. -
Access your Transaction History
Navigate to Account Settings > Purchase History and find the specific game purchase you want to refund. -
Select “Request a Refund”
If eligible, a refund request button will appear. Click it to open a form where you’ll need to explain your reason for the request. -
Submit the form
Provide honest details. If you haven’t downloaded the game, say so. If it’s buggy, describe the issues briefly. -
Wait for confirmation
Sony will send a confirmation email and typically take a few business days to process the refund. -
Check your refund status
Refunds may appear in your PSN wallet or go back to your original payment method, depending on how you paid.
Alternative: Requesting a Refund Through Live Chat
Prefer talking to someone? Here’s how to get human help:
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Visit the PlayStation Support page
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Select Live Chat > PS Store & Refunds
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Sign in with your PSN credentials
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Provide the following info:
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Your PSN ID
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Game title
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Purchase date and time
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Purchase amount
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The support agent will check your eligibility and let you know if the refund is approved. Once processed, the game will be removed from your library and you won’t be able to download it again unless you repurchase.
Troubleshooting Common Refund Issues
Refund Option Doesn’t Appear
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Ensure you’re logged into the correct PSN account
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Confirm the purchase is within the 14-day window
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If you’ve already downloaded the content, the button might not appear. In this case, contact PlayStation Support directly.
Refund Denied
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Double-check the refund policy—did you download the game or miss the 14-day limit?
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If you’re confident the denial was a mistake, reach out to support and request a manual review.
Refund Approved, But Money Not Received
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Refunds usually take 3 to 5 business days, but banks can delay processing.
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Check your PSN wallet—some refunds are returned as store credit.
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Still no luck? Contact your bank and PlayStation Support with confirmation details.
Form Not Submitting
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Try using a different browser or device
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Clear cookies and cache
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Double-check all required fields
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Contact support if the form remains unusable
Wrong Game Purchased
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Don’t download it
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Contact support immediately and explain the mistake
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They may allow an exchange or refund if the request is timely
Avoiding Buyer’s Remorse on PS5
It’s always better to avoid refund scenarios entirely. Here are a few tips:
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Watch gameplay reviews and player feedback before buying
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Try free demos if available
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Wait for sales, especially if you’re unsure
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Double-check that you’re buying the correct version (PS4 vs PS5)
Frequently Asked Questions
Can I refund a game I preloaded before release?
No. If the game was preloaded, PlayStation considers it accessible, reducing refund eligibility unless technical issues are involved.
Will a refund ban or restrict my PSN account?
Not unless you repeatedly abuse the refund system. Occasional, valid refunds do not result in penalties.
Can I refund in-game purchases?
Only non-consumable add-ons may be eligible. Consumable items like virtual currency and loot boxes are generally non-refundable.
Conclusion
While not every PS5 game purchase can be reversed, Sony’s refund system is surprisingly fair if you act fast and meet the requirements. Whether you go through the automated process or talk to support directly, it’s entirely possible to undo a regrettable purchase—especially if you haven’t downloaded the game.
Still got questions? PlayStation Support is always just a few clicks away.
