If you pay for digital content and it turns out to be faulty, corrupted, incomplete, or damaging, you are protected under the Consumer Rights Act 2015.

Digital data is treated differently from physical goods — but you still have clear legal rights when something goes wrong.

For a broader explanation of digital protections, see Digital Content – Your Rights.

What Counts as Faulty or Corrupted Digital Data?

This can include:

  • A file that will not download or install properly.
  • Corrupted music, video, or document files.
  • Software that crashes repeatedly.
  • A game that will not load or freezes constantly.
  • An update that breaks existing features.
  • Digital content containing malware or harmful code.

If the issue is caused by the trader’s file or platform not your own device or internet connection, your rights may apply.

1. The Digital Content Must Be of Satisfactory Quality

The digital product must meet the standard a reasonable person would expect, taking into account:

  • The description.
  • The price.
  • Any advertising or promotional claims.

Serious bugs, missing content, or corrupted files may mean the digital data is not of satisfactory quality.

2. It Must Be Fit for Purpose

If digital data is sold for a particular purpose, it must perform that function.

For example:

  • Software advertised as compatible with your operating system must work on it.
  • A data recovery program must actually recover data as advertised.
  • A paid file conversion tool must convert files correctly.

If you relied on the trader’s advice before buying, the product must meet that expectation.

3. It Must Be As Described

Descriptions, screenshots, feature lists, and compatibility claims form part of the contract.

If the digital data does not match what was promised, it may breach the Act.

If Digital Data Is Faulty

Step 1: Ask for a Repair or Replacement

Your first remedy is usually a repair or replacement.

This may involve:

  • A corrected version of the file.
  • A patch or update.
  • A new download link.

The trader must provide this within a reasonable time and without significant inconvenience.

Step 2: Ask for a Price Reduction or Refund

If the issue cannot be fixed, or is not fixed within a reasonable time, you can request:

  • A partial refund, or
  • A full refund (depending on severity)

You do not have to accept repeated failed repair attempts.

See What To Do If Digital Content Rights Are Breached for enforcement steps.

If Corrupted Data Damages Your Device

If faulty digital content damages your device or other digital content, the trader is legally responsible.

This applies where damage occurs because:

  • The trader failed to use reasonable care and skill.
  • The file contained harmful defects.
  • A defective update caused system failure.

The trader must:

  • Repair the damage, or
  • Pay for the repair.

“No Refund on Digital Products” — Is That Legal?

Many platforms state that digital downloads are non-refundable.

However, businesses cannot remove your statutory rights. If digital data is faulty, not fit for purpose, or not as described, you are still entitled to a remedy.

See Unfair Terms – What the Law Says.

If the Trader Refuses to Help

If the trader refuses to repair, replace, or refund:

In Simple Terms

If you pay for digital data, it must:

  • Work properly.
  • Match its description.
  • Be suitable for its intended purpose.
  • Not damage your device.

If it doesn’t, the law gives you the right to a repair, replacement, refund, or compensation — and the trader cannot contract out of those rights.