The catch is that you are eligible for a refund if you haven’t downloaded or streamed the game.
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Sony has updated its policy on refunds of pre-ordered games. Prior to this revision of policy, only EU customers were entitled to a refund for games pre-ordered on the PlayStation Store. Gamers can now claim a refund for the games they have purchased in any market where the PlayStation Store is active. Players can be refunded for full games, DLCs, themes, avatars and season passes. However, there are certain conditions that need to be met. The official PlayStation Support page reads, “After purchasing this type of (the above mentioned) content through PlayStation Store, you have 14 days from purchase to request a refund to your wallet on PlayStation Network. If you started to download or stream the purchased content you are not eligible for a refund unless the content is faulty.” This means that you can only claim a refund if you haven't downloaded the game. So if you purchased the game digitally, didn't like it and wanted to return it, you can't do so.
A refund can be claimed on a piece of content that is downloaded only if it is deemed faulty. Sony’s support page has not elaborated on the definition of faulty. In the recent past, Sony refunded customers who purchased a digital copy of Anthem, no questions asked. We’d like to think that this was because the game was quite disappointing, but it was because the game was shutting down the console.
Moving on, for pre-orders however, Sony’s support page says that for a game pre-ordered more than 14 days before the release date, users “may request a refund to your wallet on PlayStation Network at any time up until the release date of the content”. If you have pre-ordered less than 14 days before the release date, users “may request a refund to your wallet on PlayStation Network up to 14 days after the date of purchase”.
Another thing to note is that you don't get the money back in your debit/credit card. But the amount spent on the game or piece of content is added back to your PlayStation Wallet and can be used for another purchase on the PlayStation Store.
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