Bought software, a game, or a digital subscription that does not work? Digital download refund rights in the UK are often misunderstood — many companies say "no refunds on digital products" when the law may say otherwise.
This guide explains your rights when digital content is faulty or not as described.
Your Rights for Digital Content
Under the Consumer Rights Act 2015 (Part 1, Chapter 3), digital content must be:
- Of satisfactory quality
- Fit for purpose
- As described
This applies to downloads, licences, in-app purchases, and digital subscriptions sold by traders — not every free app, but paid digital products from businesses.
Changed Your Mind vs Faulty Product
| Situation | Refund right? |
|---|---|
| Faulty or crashes constantly | Yes — remedy under CRA 2015 |
| Not as described / missing features | Yes |
| Simply changed your mind | Limited — 14-day cooling-off may apply for online purchases |
| Used the download extensively | May affect rejection rights — fault claims still stand |
Step-by-Step: Digital Download Refund
- Document the fault — screenshots, error messages, support ticket IDs.
- Contact seller support in writing — not just live chat.
- Request repair, replacement, or refund under the Consumer Rights Act.
- Set a 14-day deadline.
- Escalate — PayPal dispute, chargeback, or Section 75.
Keep a dated record of every support contact and technical fault
What to Put in Your Complaint Letter
- Your name, address, and contact details
- Order or licence reference and purchase date
- Product name and amount paid
- Description of the fault or missing features
- Screenshots, error logs, or support ticket references
- Remedy requested: refund, replacement, or repair
- A 14-day deadline and your escalation route
A professional template citing digital content rights under the Consumer Rights Act
Platform-Specific Tips
- Steam / Epic / console stores — escalate through platform dispute processes if the seller is unresponsive
- Apple / Google app stores — report a problem, but also email the developer directly for a paper trail
- SaaS subscriptions — faulty service may justify refund even if cancellation terms are strict
If They Cite "No Refunds on Digital Goods"
Traders cannot override your statutory rights with blanket no-refund policies. Faulty or misdescribed digital content must be remedied.
Using Refundly for Digital Purchases
Refundly covers digital purchases and subscriptions:
- Select "Digital purchases"
- See relevant Consumer Rights Act sections
- Get a personalised plan
- Generate a complaint letter
Final Tip
Before buying, screenshot the product description and advertised features. If the delivered product differs, that evidence is invaluable.