If you buy digital goods such as apps, games, software, music downloads, or other digital files, your rights are protected under the Consumer Rights Act 2015.

Digital goods are legally classed as digital content. While the remedies are slightly different from physical goods, you are still entitled to a repair, replacement, or refund if something goes wrong.

For a general overview, see Digital Content – Your Rights.

When Are You Entitled to a Remedy?

You are entitled to a remedy if the digital content:

  • Is not of satisfactory quality.
  • Is not fit for purpose.
  • Is not as described.

This includes situations where:

  • The download will not install or run properly.
  • The game constantly crashes.
  • The software does not match advertised features.
  • Key functionality is missing.
  • The file is corrupted.

See also Faulty or Corrupted Digital Data.

Your First Remedy: Repair or Replacement

For digital goods, your first legal remedy is usually a repair or replacement.

This might involve:

  • A patch or bug fix.
  • A corrected version of the file.
  • A working replacement download.
  • Restoration of missing features.

The trader must:

  • Fix the issue within a reasonable time.
  • Do so without significant inconvenience to you.
  • Not charge you for the repair or replacement.

Unlike physical goods, there is no automatic 30-day short-term right to reject for digital content once download has started — but you still have strong rights if the content is faulty.

If Repair or Replacement Fails

If the trader cannot fix the issue, or fails to do so within a reasonable time, you are entitled to a price reduction.

This can mean:

  • A partial refund, or
  • A full refund, depending on how serious the problem is.

You do not have to accept repeated failed attempts to fix the problem.

See What To Do If Digital Content Rights Are Breached.

What If the Digital Goods Damage Your Device?

If defective digital goods damage your device or other digital content, the trader may also be required to:

  • Repair the damage, or
  • Pay compensation.

This is separate from your right to a refund for the digital goods themselves.

Read more: When Digital Content Damages Devices.

What About “No Refund” Policies?

Many digital platforms state that purchases are “non-refundable”.

However, a trader cannot remove your statutory rights. If digital goods are faulty, not fit for purpose, or misdescribed, you are still legally entitled to a remedy.

See Unfair Terms – What the Law Says.

Cooling-Off Rights and Downloads

When buying digital goods online, you normally have a 14-day cooling-off period.

However, if you agree to immediate download and acknowledge that you lose the right to cancel once the download begins, you may not be able to cancel simply because you changed your mind.

This does not affect your right to a remedy if the digital goods are faulty.

If the Trader Refuses a Refund or Replacement

If the trader refuses to fix or refund faulty digital goods:

In Simple Terms

If digital goods are faulty, you are entitled to:

  • A repair or replacement first.
  • A refund or price reduction if that fails.
  • Compensation if damage is caused.

“No refund” policies do not override your legal rights.