Bought something from

PlayStation

that broke too soon?

PlayStation consoles and accessories sold by Sony Australia come with a standard 12-month Limited Hardware Warranty from the purchase date. This warranty covers:

• Manufacturing Defects:
  Issues arising from faulty materials or workmanship during normal home use, including internal components like the SSD, HDMI port, disc drive, fans, and power supply.
  
  
• Included Accessories:
  Controllers (e.g., DualSense), headsets, and other accessories included with your console carry the same 12-month warranty or remainder thereof.
  
  
• Repair or Replacement:
  Sony will repair your product or provide a factory-refurbished replacement if your PlayStation experiences covered hardware failures within the warranty period.
  
  
• Warranty Region & Transfer:
  Valid for products sold through authorised Australian retailers, generally applies to the original purchaser but is honoured with proof of original purchase.
  

This warranty is in addition to your statutory rights under Australian Consumer Law (ACL).

Follow these simple steps to make a successful warranty claim with PlayStation Australia:

Step 1: Troubleshoot Your Issue

• Visit PlayStation Support first for common fixes and guides.
  

Step 2: Contact PlayStation Support

• Online: Start your claim via the PlayStation Repairs Contact Page.
  
  
• Phone: Call PlayStation Australia customer support at 1300 13 7669.
  
  

Step 3: Provide Necessary Details

• Clearly describe the issue, providing relevant error codes or symptoms.
  
  
• Provide your console’s serial number and your PlayStation Network account details (if requested).
  
  

Step 4: Submit Proof of Purchase

• Upload or email a valid receipt or invoice clearly showing the retailer, purchase date, and product details to validate your warranty.
  
  

Step 5: Send Your Console or Accessory

• Sony will email you a prepaid shipping label and instructions.
  
  
• Securely package your product (remove any discs/accessories), attach the provided label, and send as directed.
  
  

Step 6: Receive Your Repaired or Replacement Console

• Sony typically completes repairs or issues replacements within 10-15 business days. You’ll receive shipping confirmation and tracking info.
  
  

Throughout, Sony will keep you updated via email, ensuring the warranty process is as seamless as possible.

PlayStation’s warranty coverage has specific exclusions you need to be aware of:

• Physical Damage or Misuse:
  Damage from accidents (drops, spills), negligence, improper handling, or commercial usage.
  
  
• Unauthorised Modifications:
  Opening your console, altering serial numbers, or using unlicensed components/accessories voids the warranty.
  
  
• Third-Party Accessories:
  Damage caused by non-official accessories or unauthorised repairs isn’t covered.
  
  
• Natural Events & Power Surges:
  Issues from natural disasters (fire, floods) or electrical surges are excluded.
  
  
• Cosmetic Issues:
  Scratches, dents, or minor wear that do not affect performance aren’t covered.
  
  
• Software and Data Loss:
  Warranty does not cover game software, system software issues, or data loss (always backup data before repairs).
  
  
• Expired or Invalid Warranty:
  Claims submitted without valid proof of purchase or after the warranty period aren’t accepted.
  

Be aware of these limitations to ensure your warranty claim meets Sony’s criteria.

To successfully claim warranty service from PlayStation, you’ll need:

• Proof of Purchase (Essential):
  Original receipt or invoice clearly showing the retailer’s name, purchase date, and product details.
  
  
• Serial Number:
  Locate the unique serial number on your PlayStation console or accessory to verify your product.
  
  
• PlayStation Network (PSN) Account Info:
  Credentials linked to your console may be required for verification.
  
  
• Issue Description:
  Clearly document the problem, symptoms, and any troubleshooting steps or error codes encountered.
  
  
• Return Authorisation (RMA):
  Sony provides this once your claim is approved—essential for returning your product.
  
  

Keep these documents organised and accessible for a smooth warranty claim process.

PlayStation aims for a swift and efficient warranty turnaround:

• Initial Contact & Authorisation (Day 0-1):
  Warranty claims approved quickly, typically within 24 hours after contacting Sony support.
  
  
• Shipping to Repair Center (Day 1-3):
  Console arrives at Sony’s repair centre within a few business days.
  
  
• Repair or Replacement (Day 3-10):
  Repairs are usually completed swiftly. Many customers receive their console back within a week.
  
  
• Return Shipping (Day 10-15):
  Sony returns the repaired or replaced product via courier, usually taking 1-3 business days.
  
  

Typical Total Turnaround: Most warranty claims are resolved within 7-14 days, with many Australian customers reporting even faster turnaround times.