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Sony Returns and Exchanges
To return or exchange an item, the original receipt, gift receipt, packing list, or other valid proof of purchase must be presented. Sony will only accept returns or exchanges for products purchased from Sony. All returns must be in original packaging with all accessories, cords, adaptors, and documentation. Items must be undamaged and in good working condition with no alterations to hardware or software.

Return & Exchange Period
There are a few important things to keep in mind when returning a product you purchased from a Sony store location, over the phone, or online:

  • You have 10 calendar days from the original date of purchase to exchange software, music, and games deemed defective. Such items are available for exchange only. After 10 days, please refer to the manufacturer’s limited warranty to address issues with defective products.
  • You have 14 calendar days from the original date of purchase to return Mobile products ("Mobile" products include phones, tablets, and related accessories) and Digital Paper.
  • You have 30 calendar days from the original date of purchase to return all other eligible products.

Nonreturnable Items

  • Costs associated with deliveries, consultations, and installation services once performed
  • Prepaid cards and subscriptions
  • Items that have been damaged, modified, or abused
  • Items that are missing accessories
  • Movies, music, game hardware, games, software, professional product, gift cards, engraved or customized product, and 500mm super telephoto lens (SAL500F40G) are sold as FINAL SALES and can only be exchanged for the same product if defective.
  • Shake99 items cannot be returned independently. SSHAKE99P and HCDSHAKE99 must be returned together.

Returning Items on Promotion
Refunds will be limited to the amount actually paid at the time of original purchase. When returning an item purchased through a promotion, the value received via the promotion will be accounted for in the refund and deducted appropriately. If the promotion included a 'free with purchase' item, and the free item is not returned with the promoted merchandise, the value of the free item will be deducted from the refund amount. If the item being returned was part of a bundled promotion, all items in the bundle must be returned or the bundled discount will be voided and that discount amount will be deducted from the refund.

Returning Mobile Devices and Phones
Product purchased at other vendors must be returned to that vendor and are subject to their specific return policies. The consumer is responsible for ensuring that their service is canceled with the carrier and are responsible for any charges and fees associated with termination of service.

Returning 85" Televisions
When returning the 85" 4K television (XBR-85X950B), a $1300.00 restocking fee will apply (even if unopened) if received via mail from Sony.

Returns in Store
In store, online and over the phone purchases can be returned at a Sony store. For returns requiring shipping back to Sony unrelated to a defect, you will be responsible for all return shipping and packaging, including all associated fees. To avoid shipping charges and to expedite the return or exchange, please visit one of our Sony store locations. When returning at a Sony store location, a valid photo ID will be required. For items purchased online or over the phone, please provide the order confirmation document or other valid proof of purchase in order to process the return.

Returns by mail - Online Returns
For returns requiring shipping back to Sony unrelated to a defect, you will be responsible for all return shipping and packaging, including all associated fees. If you choose to ship your product back, you will need a Return Merchandise Authorization (RMA) number. The RMA number will only be issued during the return period. You can obtain an RMA number from Sony Customer Care at 877-244-9959.

RMA numbers are valid for 14 days from the date issued. Once an RMA number is issued, print the return slip and shipping label as indicated and ensure that the shipping label is affixed on the outside of your package. Please remove or cover the original shipping label showing your delivery address.

Please ship your return to the address below within 14 days using your choice of carrier. For your protection, we recommend that you return your item(s) using a carrier that provides a tracking number and insurance.

The address to return your product with an RMA is:

Sony Direct Return Center
11302 Eastpoint Drive Bldg. B
Suite D
Laredo, TX 78045

Please ship your return to the address below within 14 days using your choice of carrier. For your protection, we recommend that you return your item(s) using a carrier that provides a tracking number and insurance.

If you return your product to Sony (i) without a valid RMA from Sony, (ii) beyond the applicable return period day period or past the 14 day RMA authorization period, or (iii) without original packaging, Sony retains the right to either refuse delivery of such a return or charge a restocking fee.

Refunds
Sony will process your refund to the original form of payment. For cash refunds greater than $500.00 a corporate check will be mailed to the customer address. Please allow 14 days for processing from refund date. Shipping and handling is non-refundable. 15% restocking fees may apply if opened or used. You are responsible for and must prepay all return shipping charges and you shall assume all risk of loss or damage to product while in transit to Sony. If you have received damaged, defective or incorrectly shipped merchandise, please notify Customer Care within 30 days.

Rev. 09/2014