You can request a refund from PlayStation directly, but Sony has strict rules about when they will approve it
PlayStation will refund a game you bought on PS5 if you ask within 14 days of purchase and have not downloaded it, or if you downloaded it but played for less than 2 hours. If you fall outside those limits, Sony will usually deny the request — but you can still try, and the worst they say is no. The refund goes back to the payment method you used (credit card, debit card, or PlayStation Store wallet), and it typically takes 5 to 7 business days to show up.
If you bought the game as a physical disc, you cannot get a refund through PlayStation. You would need to return it to the retailer where you bought it, following their return policy.
Key Takeaways
- PlayStation refunds digital games within 14 days of purchase if you have not downloaded them, or within 14 days if you downloaded but played under 2 hours.
- You request a refund through your PlayStation account on the web or through the PS5 console itself, not by calling Sony.
- Sony denies most refund requests that fall outside the 14-day window or exceed 2 hours of playtime, but you can appeal if you believe there was a problem with the game.
- Refunds return to your original payment method and take 5 to 7 business days to process.
- Physical game discs cannot be refunded through PlayStation and must be returned to the retailer instead.
How to request a refund through your PS5 console
The fastest way to request a refund is directly from your PS5. Go to your profile, select Notifications, then look for the game you want to refund in your purchase history. Select the game, then choose Request a Refund. You will be asked why you want the refund — pick the reason that matches your situation from the dropdown menu. Sony uses your reason to decide whether to approve it, so choose honestly.
After you submit the request, you will see a confirmation message. Sony does not approve or deny it immediately — you will get an email within a few days telling you whether the refund was approved. If it was approved, the money goes back to your payment method within 5 to 7 business days. If it was denied, the email will explain why.
Do not delete the game from your console while you wait for the decision. Deleting it does not help your case and may actually hurt it, because Sony uses your account data to verify how long you played.
How to request a refund through the PlayStation website
You can also request a refund without turning on your PS5. Go to www.playstation.com, sign in to your account, and navigate to Account > Transactions or Purchase History (the exact path varies slightly depending on your region). Find the game you bought, select it, and look for a Report a Problem or Request a Refund button.
Click that button and fill out the form. You will need to explain why you want the refund. Be specific — "I did not like it" is less likely to be approved than "The game crashes every time I try to play" or "I accidentally bought this twice." Submit the form and wait for Sony's email response, which usually arrives within 3 to 5 business days.
What counts as being within the refund window
Sony's 14-day window starts the moment you buy the game, not when you download it or first play it. If you bought a game 13 days ago and have not touched it yet, you are still within the window. If you bought it 15 days ago, you are outside it, and Sony will almost certainly deny your request.
The 2-hour playtime limit is measured from when you first launch the game. If you played for 1 hour and 45 minutes, you are under the limit. If you played for 2 hours and 1 minute, you are over it. Sony can see exactly how long you have played because the data is stored on your PlayStation Network account, not just on your console.
Both conditions have to be true: the purchase has to be within 14 days and your playtime has to be under 2 hours. If only one is true, Sony will deny the refund. For example, if you bought a game 10 days ago but played it for 5 hours, the refund will be denied because you exceeded the playtime limit, even though you are within the 14-day window.
What to do if your refund request is denied
If Sony denies your refund, you can try again, but only if you have a legitimate reason. Do not just resubmit the same request — Sony will see it and deny it again. Instead, provide new information that might change their decision.
For example, if you requested a refund because you did not like the game and were denied, you could submit a second request explaining that the game has a technical problem — crashes, freezing, or broken features — and ask them to reconsider. Include specific details about what is broken. If the game genuinely has a problem, Sony is more likely to approve a second request than if you are simply changing your mind.
If you believe Sony made a mistake — for instance, if their system shows you played longer than you actually did — you can contact PlayStation Support directly through the website and explain the error. They can manually review your account and may override a denial if they find evidence that supports your case.
Games you cannot refund and what to do instead
Some games cannot be refunded at all, even if you are within the 14-day window and under 2 hours of playtime. Games that are part of a subscription service like PlayStation Plus, games you received as a gift, and games you bought with PlayStation Store credit (rather than a payment method) have different rules. Check the game's store page before you buy — it will say "Not Refundable" if Sony will not refund it under any circumstances.
If you bought a game as a gift and the person who received it wants a refund, they have to request it themselves from their own account. The refund will go back to the payment method used to buy the gift, which is usually your account, not theirs. This can create confusion, so it is worth explaining to the gift recipient how the refund process works before they ask for one.
If you bought a game during a sale and now it is cheaper, that is not a reason Sony will refund it. Price changes are not covered by the refund policy. You can only refund based on the 14-day and 2-hour rules.
How to avoid needing a refund in the first place
Before you buy a game, watch gameplay videos on YouTube or Twitch to see what it actually plays like. Store pages show trailers, but trailers do not always show how the game feels to play or whether it has performance problems on PS5. Spending 10 minutes watching someone else play is faster than downloading a 50 GB game and finding out you hate it.
Check the game's reviews on Metacritic or user reviews on the PlayStation Store itself. If a lot of people report crashes, frame rate drops, or broken features, you will see it in the reviews. If you see a pattern of complaints, that is a sign to wait for a patch or skip the game entirely.
If a game is on PlayStation Plus, try it through the subscription first before you buy it. You can download it for free as long as you have an active subscription, and if you do not like it, you have not spent money. If you do like it and want to own it permanently, then buy it.
Frequently Asked Questions
Can I refund a game if I played it for exactly 2 hours?
No. Sony's policy is playtime under 2 hours, which means 1 hour and 59 minutes is approved, but 2 hours and 0 minutes is denied. The system measures playtime to the second, so if you are close to the limit, you are taking a risk.
What if I bought the game on sale and it went on sale again for cheaper?
Sony will not refund you because the price dropped. The refund policy covers the 14-day and 2-hour limits only, not price changes. If you want the game at the new price, you would have to buy it again, which does not make sense. Wait for another sale or use PlayStation Plus to try it first.
Do I lose my refund if I delete the game from my console?
Deleting the game does not automatically cancel a refund request you already submitted. However, do not delete it while you are waiting for Sony to decide — it can make your request look suspicious. Once the refund is approved and the money is back in your account, you can delete it.
Can someone else on my PS5 request a refund for a game I bought?
No. Only the account that purchased the game can request a refund. If your child bought a game on your account and you want to refund it, you have to log in as that account and submit the request yourself.
How long does it take to see the refund in my bank account?
Sony says 5 to 7 business days, but it can take longer depending on your bank. Some banks process refunds faster than others. If it has been more than 10 business days, contact your bank to ask if the refund is pending on their end.