Return & Refund Policy

This policy explains when PlayStation Shop will refund, replace, or decline a request for a digital product bought on playstation.shop. It applies to every order placed through this store, including PlayStation Network gift cards, PlayStation Plus memberships, and Steam wallet codes.

It does not cover purchases made anywhere else. If you bought directly from Sony, from Valve, or from another retailer, that seller's own policy applies and you will need to contact them.

PlayStation Shop is an independent digital marketplace. We are not affiliated with, endorsed by, or sponsored by Sony Interactive Entertainment or Valve Corporation.

Everything we sell is delivered as a digital code. Nothing is shipped, and there is nothing to send back. That single fact shapes the whole policy: a code cannot be "returned" in the way a physical product can, because once it has been entered into a PlayStation Network or Steam account, the value has already moved and cannot be recovered by us.

Your eligibility therefore depends almost entirely on one question: has the code been redeemed?

Every request is checked against the code's redemption status with our supplier before any decision is made. We do not take this on trust in either direction — we verify. If verification shows the code is still unredeemed, you are in scope for a refund or a replacement. If it shows the code has been redeemed, we cannot reverse it, and we will tell you plainly rather than leave the request open.

Because verification is the deciding step, do not attempt to redeem a code you intend to ask us about. Redeeming it, even to "check if it works", ends your eligibility.

You are eligible for a refund, or a replacement where you prefer one, in the following situations.

• We delivered the wrong code or the wrong region. The code you received does not match the product or the region shown on your order.
• The code is invalid or does not work. The platform rejects the code, reports it as already used, or otherwise refuses to accept it, and our verification confirms the fault is on our side.
• No code was delivered. Your payment was taken but no code reached you, and it is not sitting in your order history or your spam folder.
• You were charged more than once. Duplicate charges for the same order are refunded in full, and you keep the code you paid for once.
• You ordered the wrong item in good faith. If you picked the wrong product, value, or region and the code is still unredeemed, we will refund it. This is the one case that depends entirely on the code being untouched.

In every case above, the request must reach us within 30 days of purchase. See Timeframes for the deadlines and how long each stage takes.

We would rather be clear up front than decline a request later. The following are outside this policy.

Nothing in this section removes a right you hold under law that cannot be signed away. See Statutory rights and withdrawal.

Where a code is faulty, invalid, or was the wrong item on our side, we will usually offer a replacement first. A replacement is normally the faster outcome: it does not wait on your bank.

Replacements are issued at the equivalent value of the card originally purchased. If the exact product is no longer available, we will offer the nearest equivalent at the same value, or a refund instead.

A replacement is offered rather than a refund when the problem is with the code we sent and a working code solves it. Where you are eligible for a refund, you may choose the refund instead — you are not obliged to accept a replacement. Tell us which you would prefer when you contact us and we will act on that.

Three separate clocks matter, and they are easy to confuse. Here is each one.

Approved refunds are returned to the original payment method. We cannot send a refund to a different card, account, or wallet, and we cannot pay it out as store credit unless you ask for that specifically.

The 5 to 7 working day figure is the settlement time on the payment provider's side, not ours. Your bank or card issuer may take longer, and some show the credit only on the next statement. If more than 10 working days pass after we have confirmed the refund was sent, contact us and we will supply the transaction reference for you to give to your bank.

The 14-day right of withdrawal

If you are a consumer in the United Kingdom or the European Union, you normally have 14 days to withdraw from a distance purchase. Digital content is treated differently. By completing your purchase you expressly request immediate delivery of the digital content and acknowledge that you lose the 14-day right of withdrawal once the code has been delivered to you and redeemed.

This is not a way of avoiding refunds. If your code is still unredeemed and you are within the 30-day window, the eligibility rules in this policy still apply and we will refund you.

Rights that cannot be signed away

Nothing in this policy limits or removes any statutory right you hold that cannot be waived. That includes your rights where a product is faulty, not as described, or not fit for the purpose it was sold for. A code that does not work is a faulty product, and we treat it as one.

Where you live matters

Consumer protection varies by country and by state. Where your local law gives you greater protection than this policy does, your local law applies. If you believe that is the case, say so when you contact us and we will review the request on that basis.

Some problems look like a bad code but are actually account problems: a suspended PlayStation Network account, a Steam wallet locked to a different currency, a regional restriction on the account itself, or a platform-side purchase limit.

Where the issue sits with your platform account rather than the code we sold you, we will identify that during verification and give you the correct contact route for the platform concerned — Sony Interactive Entertainment for PlayStation Network and PlayStation Plus, Valve for Steam.

You must contact the platform yourself. Our support team cannot act on your behalf, cannot open a case in your name, and cannot contact the platform for you. Platforms only accept account enquiries from the account holder, and we have no standing to represent you.

We will still tell you what our verification found, so you have something concrete to give them.

If something has gone wrong with an order, please contact us before raising a chargeback with your bank. Almost every case we see is resolved faster directly: a chargeback typically takes weeks and locks the order while it runs, whereas verification here takes up to 24 hours.

A chargeback does not change what is technically possible. A code that has already been redeemed cannot be reversed, by us, by your bank, or by the platform. Where a chargeback is raised on a redeemed code, we will provide the redemption record to the payment provider as evidence.

Accounts linked to fraudulent chargebacks may be restricted or closed, and we may decline future orders from them. This applies to deliberate abuse, not to a genuine dispute — if you have made a mistake, tell us and we will sort it out.

1. Contact support with your order details

   Open a ticket from your account, or email support@playstation.shop. Include your order number and the email address registered to the order. Without both, we cannot locate the purchase.

2. Describe what went wrong

   Tell us what you expected and what you received. If the platform showed an error, quote it exactly — the wording tells us whether the code, the region, or the account is the cause.

3. Do not redeem the code

   Leave it untouched while we look into it. Redeeming a code, including redeeming it to test whether it works, ends your eligibility for a refund or a replacement.

4. Wait for the verification result

   We check the redemption status with our supplier and come back to you with the outcome and the reason for it. Where you are eligible, we will confirm whether you are getting a refund or a replacement before we action it.

Support is available 24/7 and we aim to respond within 24 hours. Verification itself may take up to a further 24 hours once your request reaches the right team.

If you are not satisfied with the outcome

Reply on the same ticket and ask for the decision to be escalated. Escalated cases are reviewed by a senior member of the support team who was not involved in the original decision, and we aim to respond within 3 working days.

Include anything new: a screenshot of the platform error, the exact wording of a message from Sony or Valve, or a bank statement line for a duplicate charge. New evidence is what most often changes an outcome.