At PlayStation5Dubai.com, we want you to be fully satisfied with your purchase. This policy explains how returns, exchanges, and refunds work for orders placed through our website, in line with UAE consumer protection standards.
Return Eligibility
You may request a return within 7 days of delivery for the following items, provided they meet the conditions below:
- PS5 consoles (PS5 Pro, PS5 Disc Edition, PS5 Digital Edition)
- Controllers and accessories (DualSense, DualSense Edge, headsets, charging stations, cameras, storage)
- Physical/boxed games (sealed and unopened only)
Items must be:
- Unused and in original, undamaged condition
- In original packaging with all accessories, manuals, and inserts included
- Accompanied by the original invoice or order confirmation
Items That Cannot Be Returned
For hygiene, licensing, and security reasons, the following are final sale and not eligible for return once purchased:
- Digital game codes and digital wallet top-ups (once the code is revealed or redeemed)
- Opened or used game discs
- Headsets or controllers that show signs of use
- Gift cards
Faulty or Damaged Items
If your console, controller, or accessory arrives damaged or develops a manufacturing fault, this is handled differently from a standard return:
- Report within 48 hours of delivery for transit damage, with photos of the item and packaging.
- Manufacturing faults after 48 hours are covered under the manufacturer warranty rather than our return policy — see our [Warranty Information] page for authorized service center details across the UAE.
How to Request a Return
- Contact our support team at support@playstation5dubai.com within 7 days of delivery, quoting your order number.
- Our team will confirm eligibility and provide a return authorization along with pickup or drop-off instructions.
- Once we receive and inspect the item, we’ll notify you of the approval status within 2–3 business days.
Refund Method and Timeline
- Approved refunds are issued to your original payment method (card, bank transfer, or wallet).
- Refunds are processed within 5–10 business days after approval, though your bank may take additional time to reflect the amount.
Exchanges
If you’d prefer an exchange instead of a refund (for example, a different controller color or a different console edition), let our support team know when you submit your return request — exchanges follow the same 7-day eligibility window.
Delivery Charges
Original delivery charges are non-refundable unless the return is due to our error (wrong item shipped) or a manufacturing fault confirmed at inspection.
Contact Us
For any questions about your return or refund, reach our support team:
- Email: Support@playstation5dubai.com