If digital content you have paid for does not work properly, is not as described, or causes damage to your device, the Consumer Rights Act 2015 gives you clear remedies.

For an explanation of the legal standards that apply to digital content, see Digital Content – Your Rights. For the wider legal framework, see Consumer Rights Act 2015 Overview.

Step 1: Tell the Trader There Is a Problem

Contact the trader and explain clearly what is wrong.

It is best to do this in writing so you have a record.

You can say:

  • “The digital content is not of satisfactory quality.”
  • “The digital content is not fit for purpose.”
  • “The content is not as described.”
  • “I am asserting my rights under the Consumer Rights Act 2015.”

Step 2: Ask for a Repair or Replacement

If digital content is faulty, the trader must:

  • Repair the digital content, or
  • Provide a working replacement

This must be done within a reasonable time and without causing significant inconvenience.

You do not have to accept repeated or endless attempts at fixing the issue.

Step 3: Ask for a Price Reduction or Refund

If the trader cannot repair or replace the digital content, or fails to do so within a reasonable time, you can request:

  • A price reduction, or
  • A full refund, depending on the seriousness of the fault

Step 4: If the Digital Content Damaged Your Device

If faulty digital content causes damage to your phone, computer, console or other device, the trader must:

  • Repair the damage, or
  • Pay for the repair

This applies where the damage would not have happened if the trader had used reasonable care and skill.

Step 5: Escalate the Complaint

If the first person you contact refuses to help:

  • Ask to speak to a manager.
  • Contact customer services.
  • Write to head office.

Many complaints are resolved at this stage.

Step 6: Use Alternative Dispute Resolution (ADR)

Some traders are members of ADR schemes. These independent bodies can review complaints and make decisions.

The business must tell you if they belong to an ADR scheme.

Step 7: Ask Your Bank for Help

If you paid by card and the trader refuses to resolve the issue, you may be able to recover your money through your card provider.

Step 8: Send a Letter Before Action

If the dispute remains unresolved, you may need to send a formal Letter Before Action.

This should set out:

  • The facts of the dispute.
  • The legal basis of your claim.
  • The remedy you are seeking.
  • A clear deadline for response (usually 14 days)

Step 9: Small Claims Court

If the trader still refuses to comply, you can issue a claim in the Small Claims Court.

For claims under £10,000 in England and Wales, the small claims track is designed to be used without a solicitor.

Most businesses settle before court once it is clear the consumer understands their rights.

Key Point

If digital content does not meet legal standards, you are entitled to a repair, replacement, price reduction or refund. The trader cannot avoid these obligations by relying on contract terms.