Returns and Cancellation
Our extended Christmas returns policy (deviation of the terms of sale)
We have extended our returns policy just for the festive season. Any gift bought between 10th November 2023 and 24 December 2023 can be returned up until 20th January 2023, if it is unwanted or unsuitable. All other terms and conditions apply.
This does not affect your statutory rights.
Standard returns policy
Sony offers a cooling-off/ remorse period of one hour following your purchase. If you change your mind during this time, you can cancel your order without fully processing your payment.
If you are purchasing as a consumer and not with your business, you can exercise your right to return products within 28 days from when you receive them, subject to clause 11 of the Terms and Conditions of Sale. Please note – Products should not be used or handled in a way that would not be reasonably permitted in a retail store. They must be returned properly packed with all accessories and free of charge products and use the proper returns label (see, "How do I return a product" below).
You must send back the products (or, where we have offered to collect the products, make them available for collection) no later than 14 days after you contact us to cancel your contract. This right of return is in addition to and does not affect your statutory rights (including your rights in respect of faulty items).
You will receive your refund within 14 days of the receipt of the returned products, subject to checks on the completeness and condition of the returned products. Sony will refund the purchase price, including the standard delivery charge (note: in the event, you opted to pay extra for a quicker or guaranteed delivery service, only the standard delivery cost will be reimbursed). Please note that the refund may be reduced by certain conditions outlined in our Terms and Conditions (link to terms and conditions).
The easiest way to request a return is on the Sony website. If you have a My Sony account (or wish to set up an account), go to https://www.sony.co.uk/mysony and log in to your account or create a new account. You will be able to access your orders either by selecting 'My Orders' in the drop-down of the My Sony account in the website's header (right top side) or by logging into your account and selecting 'My Orders' from the left menu.
Once you have accessed your orders, go to the 'Order Details' and select the product(s) you wish to return and choose a return reason from the list that will appear. Once you have created your return request, you will receive a 'Return Requested' confirmation e-mail with the details of your return request. Our returns partner will contact you separately to inform you about the returns process, returns label and pick-up.
You can find an overview of your returns in a separate tab within the 'My Orders' page.
If you do not have a My Sony account and you wish to return a product, we strongly recommend creating an account first. This helps us track your return (including the number of returned products) correctly and makes the process easier for you, and enables you to keep track of your return easily.
As an alternative, you shall use the return slip which was delivered with your product and which is part of the set of the delivery documentation. Make sure to read the instructions carefully before using the return label and dropping off your parcel at the nearest drop off point or when returning large items using the collection at home service. If you no longer have the return slip, you can also call us or e-mail us directly here. You can also request a return by completing a template withdrawal form and sending it to us at the e-mail via the Contact Us page.