If digital content you purchased damages your phone, laptop, tablet, console, or other device, you may be entitled to compensation under the Consumer Rights Act 2015.

This is a specific and important protection within UK consumer law. Even though digital products are not physical goods, traders are still legally responsible if their digital content causes damage.

For general digital protections, see Digital Content – Your Rights.

What Counts as Digital Content?

Digital content includes:

Apps.
Software programs.
Games.
Downloads.
Streaming apps.
Updates and patches.

If you paid for it (or it was supplied as part of a paid service), consumer law applies.

What Type of Damage Is Covered?

The law protects you if digital content causes damage to:

Your device’s operating system.
Stored files or data.
Other installed software.
The device’s functionality.

Examples include:

A software update that corrupts your phone.
A downloaded game that crashes and damages system files.
An app containing malware.
A faulty installation file that disables your laptop.

When Is the Trader Responsible?

The trader is responsible where the damage occurs because they:

Failed to use reasonable care and skill, or
Supplied defective digital content.

You are not protected if the damage was caused by:

Your own misuse of the device.
Ignoring clear compatibility warnings.
Problems unrelated to the digital content.

What Must the Trader Do?

If the trader is responsible, they must either:

Repair the damage to your device, or
Pay you compensation to cover the cost of repair.

This compensation is separate from any refund for the digital content itself.

If the digital content is also faulty, you may still be entitled to a repair, replacement, or refund for the product as well.

What If Important Data Is Lost?

If the faulty digital content causes loss of data (for example, deleted files or corrupted documents), you may be entitled to compensation for the damage caused.

However, the law usually expects users to take reasonable steps to protect their data, such as maintaining backups where appropriate.

How to Enforce Your Rights

If digital content damages your device:

Document the damage immediately.
Stop using the affected software.
Contact the trader in writing.
Explain how the digital content caused the damage.
Request repair or compensation.

If the trader refuses:

Escalate the complaint internally.
Use Alternative Dispute Resolution if available.
Contact Citizens Advice Consumer Service.
If paid by credit card (over £100), consider Section 75.
For other card payments, consider Chargeback.
Send a Letter Before Action before issuing a small claim.

Can a Business Avoid Liability?

Some digital platforms include broad disclaimers attempting to exclude responsibility for software defects or damage.

A trader cannot remove core statutory protections. If the damage resulted from their failure to use reasonable care and skill, those disclaimers may not be legally binding.

See Unfair Terms – What the Law Says.

In Simple Terms

If paid digital content damages your device because it was defective or carelessly supplied, the law requires the trader to put things right.

That means repair or compensation — not excuses.