Last updated: 1 July 2026 · Applies to bluevault.in and BlueVault operations.
This Refund and Cancellation Policy ("Policy") sets out the terms under which BlueVault ("BlueVault", "we", "us" or "our") — a retail brand of Pastime Entertainment, operating the PlayStation Exclusive store at Shop No. 1, Gopal Terrace, Shimpoli Road, Borivali West, Mumbai, Maharashtra 400 092 — accepts order cancellations and issues refunds for products purchased through https://bluevault.in, WhatsApp orders or over the counter at our retail store.
By placing an order with BlueVault, you agree to be bound by this Policy in addition to our Terms of Service and Privacy Policy. This Policy applies to all sales transactions unless a specific product listing expressly states otherwise.
Standard in-stock orders may be cancelled free of charge at any time before dispatch. Once an order has been handed over to our courier or logistics partner for shipping, it can no longer be cancelled. If the shipment is refused at the door or returned to us undelivered, the outbound and return shipping charges will be deducted from any refund payable.
To cancel an order before dispatch, please contact us on WhatsApp at +91 77383 79444 or email hello@playstationexclusive.in with your order reference. We will confirm cancellation and initiate any refund due within one (1) business day.
Pre-orders may be cancelled free of charge at any time up to seven (7) calendar days before the announced product launch date. Cancellations made within seven (7) days of launch, or after launch-day dispatch, are not eligible for refund except in the circumstances set out in Section 4 (Refund Eligibility). Any pre-order deposits collected are treated as advance payment against the final price and follow the same rules.
We reserve the right to cancel any order, in whole or in part, at our sole discretion, in circumstances including but not limited to: (a) the product is out of stock or no longer available from the manufacturer; (b) errors in the product listing, price or description that were not apparent at the time of order; (c) suspected fraud, chargeback risk or violation of our Terms of Service; (d) the delivery address is outside our serviceable pincodes; or (e) an event of force majeure prevents fulfilment.
Where we cancel an order on our side, we will notify you promptly and issue a full refund of any amount already paid, using the original payment method, within seven (7) business days of the cancellation.
You may request a refund or replacement in the following circumstances, subject to the process set out in Section 6:
(a) Damaged in transit — the product arrives with visible damage to the outer packaging or to the item itself. Requests must be raised within twenty-four (24) hours of delivery, accompanied by clear photographs of the outer packaging, the sealed inner product and any damaged parts.
(b) Defective on arrival (DOA) — the product does not power on, is missing components or has a manufacturing defect that is apparent on first use. Requests must be raised within seven (7) calendar days of delivery.
(c) Wrong item shipped — the product delivered does not match the item ordered (wrong game title, wrong console edition, wrong colour, etc.). Requests must be raised within seven (7) calendar days of delivery.
(d) Non-delivery — the order was marked delivered by the courier but was never received. Requests must be raised within seven (7) calendar days of the marked delivery date.
(e) Duplicate payment — an accidental double charge for the same order. Requests may be raised at any time and will be refunded promptly after verification.
Except where the item falls within a category listed in Section 4, the following are non-refundable:
(a) Digital codes and PlayStation Wallet Gift Card codes, once the code has been shared with the customer, revealed or activated.
(b) Games and disc-based media where the outer factory seal has been broken, unless the disc itself is defective (in which case a like-for-like replacement will be arranged where available).
(c) Accessories where the sealed inner packaging has been opened, unless defective on arrival.
(d) Change-of-mind cancellations made after dispatch.
(e) Products damaged after delivery through misuse, unauthorised repair, physical impact, exposure to liquids or other user-inflicted damage.
(f) Products purchased in-store at the PlayStation Exclusive Borivali retail counter, which are governed by the in-store exchange policy displayed at the point of sale.
To request a refund or replacement under Section 4, please follow these steps:
Step 1 — Contact us. WhatsApp us at +91 77383 79444 or email hello@playstationexclusive.in within the applicable time window with your order reference, a description of the issue and clear photographs or video evidence.
Step 2 — Verification. Our team will review your request and may ask for additional information or a reverse-pickup slot. For damaged-in-transit and DOA claims, we will typically arrange a reverse pickup at our cost.
Step 3 — Inspection. Once the returned item reaches us, our team will inspect it against the images submitted and the reported issue. Products must be returned in the same condition, with all original accessories, manuals and packaging.
Step 4 — Resolution. Where the claim is accepted, we will offer either (i) a replacement of the same item, subject to stock availability, or (ii) a refund via the original payment method. Where a replacement is not available, a full refund will be issued.
Where an inspection determines that the product is not defective, was damaged after delivery, or is otherwise not covered by this Policy, we will notify you and, at our discretion, arrange for the product to be returned to you at your cost or held for pickup at our store.
Once a refund is approved, we will initiate the refund to your original payment method within three (3) business days. The time taken for the refunded amount to reflect in your account depends on your bank or payment provider, and is typically:
(a) UPI / wallet refunds — within one (1) to three (3) business days after initiation.
(b) Credit / debit card refunds — within five (5) to seven (7) business days after initiation.
(c) Net-banking refunds — within five (5) to seven (7) business days after initiation.
Cash-on-delivery refunds are issued via bank transfer to the account nominated by you and typically reflect within three (3) to five (5) business days after initiation.
Refunds will only be issued to the original payer / original payment source. We do not issue cash refunds against online orders, nor do we transfer refunds to accounts belonging to third parties.
Refunds under this Policy are separate from manufacturer warranty claims. Where a product develops a fault after the seven (7) day defect-on-arrival window has passed but is still under manufacturer warranty (typically one year for consoles, controllers and headsets from Sony India), the warranty claim should be made through the manufacturer's authorised service centre. Please refer to our Warranty Policy for details.
We encourage customers to contact us directly to resolve any dispute before initiating a chargeback with their bank or card issuer. Chargebacks raised without prior contact may delay the resolution of your issue, and unsuccessful or fraudulent chargebacks may result in the account being blocked from future orders and, where relevant, being reported to the payment network.
This Policy shall be governed by and construed in accordance with the laws of India. Any dispute arising out of or in connection with this Policy shall be subject to the exclusive jurisdiction of the competent courts at Mumbai, Maharashtra.
For any question, cancellation request or refund inquiry, please contact us:
WhatsApp / Phone: +91 77383 79444
Email: hello@playstationexclusive.in
Address: Shop No. 1, Gopal Terrace, Shimpoli Road, Borivali West, Mumbai, Maharashtra 400 092
Business hours: Monday – Saturday: 11:00 AM – 10:00 PM; Sunday: 11:00 AM – 10:00 PM.