Obtaining refunds for digital games on consoles is often a cumbersome process. Despite advancements in relaxing restrictions, the system is still not as straightforward as Steam’s approach. This holds true for the PS5 as well, where digital purchases are eligible for refunds but with specific conditions to consider. Here’s how to navigate the refund process for games on the PS5.
PS5 Games Refund Criteria
Before requesting a refund for any game on the PS5, it’s necessary to verify the eligibility of your purchase. Here’s a checklist provided by PlayStation:
| Games and DLCs Refund Checklist | |
|---|---|
| Content has not been downloaded or streamed. | ✓ |
| Refund request submitted within 14 days of the purchase. | ✓ |
Essentially, if you have downloaded the game that you wish to refund, PlayStation will decline your request. Unlike Steam, which allows players to play a game for up to two hours before requesting a refund, refunds on PS5 must be initiated within 14 days of purchase. These two conditions are crucial to meet. We recommend disabling automatic downloads on the PS5, as initiating a download disqualifies you from a refund.
There are rare exceptions to consider for refunds, particularly if a game suffers from significant issues at launch, such as Cyberpunk 2077 on the PS4. In addition, publishers may choose to remove titles from the platform altogether and issue automatic refunds, as seen with recent first-party releases like Concord.
Refunding a Game on the PS5
If you meet all the eligibility criteria, you can request a full refund for any game or DLC. To begin the refund process, follow these steps:
- Visit the PlayStation Support page using a web browser, as this process cannot be completed through the console.
- Select the PS Store & Refunds option and then click on PlayStation Store refunds.
- A “Live chat” option will appear at the bottom, enabling you to converse with an agent or bot to complete the refund process.
The agent will ask you for the reason behind your refund request and will grant a refund if you qualify based on their criteria.
Can You Refund Pre-orders?
If you pre-ordered a title through the PS Store, you can also request a refund. Here are two scenarios outlined by PlayStation:
- Pre-orders made over 14 days before the release date: You can request a refund at any time until the release date of the content.
- Pre-orders made within 14 days of the release date: You can request a refund up to 14 days after the purchase date.
PS5 Refund Timeline
Once the refund process is completed successfully, expect to receive your refund within 30 to 60 days, although most transactions are typically processed within two weeks. Refunds will be credited to your original payment method; if that’s unavailable, funds will be deposited into your PlayStation Store wallet.
This is everything you need to know about refunding a game on the PS5. However, the process still lacks the user-friendliness of Steam, especially since many players tend to have automatic downloads enabled, making refunds difficult. It is hoped that Sony will continue to improve their system based on player feedback in future updates.
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