Refund and code replacement policy
Reveal is the key policy boundary: change-of-mind eligibility can apply before reveal, while defects remain reviewable after reveal.
Before and after reveal are different policy states
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| Order state | Change of mind | Defect protection | Buyer action |
|---|---|---|---|
| Paid, codes unrevealed, undownloaded and unexported | Eligible within 14 days, subject to the order terms | Not yet relevant | Email support before revealing |
| Reveal action completed | No longer eligible | Still applies | Keep the order reference and test the codes on the correct account region |
| Code cannot activate | Not a change-of-mind claim | Submit for defect review | Report the problem promptly with the required evidence |
| Wrong region selected by the buyer | Depends on whether reveal occurred | Not automatically a defect | Stop before reveal when possible and contact support |
Replacement is the first remedy
- 01
Submit the claim
Email support and identify the affected order and item. Keep unnecessary personal and payment data out of screenshots.
- 02
Provide bounded evidence
Include the account region, when redemption was attempted and a screenshot of the displayed error where relevant.
- 03
Allow validation
Bulk PSN reviews the order, region match and evidence without requesting access to the PSN account.
- 04
Replace when possible
An approved defect is remedied with a replacement before a monetary refund or account credit is considered.
- 05
Use the fallback remedy
If replacement is not possible, the approved outcome may be a refund or credit.
Show the error without surrendering the account
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| Useful evidence | Why it matters | Do not send |
|---|---|---|
| Bulk PSN order reference | Connects the claim to the purchased item | Unrelated payment or identity documents |
| Intended PlayStation account region | Checks product compatibility | PSN password or recovery code |
| Date and approximate time of the attempt | Supports manual review | A live login session |
| Screenshot of the error | Records the visible failure | More personal data than the screenshot needs |
| Short description of the steps taken | Separates a defect from a region mismatch | Full access to the account |
Report ordinary defects within seven days
The standard defect window is seven days from delivery. A manual review may consider a claim up to 30 days when the buyer supplies strong evidence and the circumstances justify the extension.
An extended review is not an automatic acceptance. Delays can make region, account and prior-use facts harder to establish.
Refunds are paid in USDT or USDC
When a monetary refund is approved, it is paid in USDT or USDC. Before processing, the buyer and support verify the selected asset, network and destination.
The buyer is responsible for providing a compatible destination. Do not send a wallet address or network selection through an unrelated public channel.