Can I Get a Refund on a Digital Purchase?

How Digital Purchases Differ from Physical Goods

Digital content creates a particular challenge when it comes to refunds. Unlike a faulty appliance or an ill-fitting coat, you cannot hand back a downloaded film or return a game once you have played it. Accessing digital content is considered using it.

That said, UK consumer law does provide some protection. The rules are just a bit different from those covering physical products.

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The 14 Day Cancellation Right

Under the Consumer Contracts Regulations 2013, most online purchases come with a 14 day cooling off period. This includes digital content, but with an important limitation. Your right to cancel ends the moment you begin downloading or streaming, provided two conditions were met:

• You gave your express consent to start the download or stream immediately
• You acknowledged that doing so would mean losing your right to cancel

Those tick boxes you see before downloading are not just formalities. They serve a specific legal purpose. If a seller failed to present this information clearly, or if you never actually agreed to waive your cancellation right, you may still be entitled to cancel and receive a refund.

Your situation may be slightly different. ask a question below ↓ and our editorial team will reply with our advice.

When Digital Content Is Faulty or Misdescribed

The Consumer Rights Act 2015 sets out clear standards for digital content. It must be of satisfactory quality, fit for a particular purpose, and match any description given by the seller.

If your download is corrupted, does not work as advertised, or fails to do what the seller claimed, you have grounds for a remedy. The seller must first attempt a repair or replacement, which should be completed within a reasonable time and without significant inconvenience to you. If that attempt fails, you can then ask for some or all of your money back.

These rights apply regardless of any terms and conditions the seller may have included. Companies primarily cannot contract out of statutory consumer protections.

Making Your Case

Start by contacting the seller directly, whether that is a retailer, app store, or streaming service. Many have their own refund policies that go beyond the legal minimum. Steam, for example, generally offers refunds on games played for less than two hours and purchased within the preceding 14 days, though additional conditions may apply.

If you are not satisfied with the response, you can escalate your complaint. Many sellers participate in Alternative Dispute Resolution schemes, which offer a way to resolve disputes without going to court. Citizens Advice can help you understand your options and may refer your case to Trading Standards if the seller has broken the law.

For credit card purchases over £100, you may also have a claim against your card provider under Section 75 of the Consumer Credit Act 1974. For smaller amounts paid by debit card, a chargeback request through your bank is sometimes possible.

In short: check whether you waived your cancellation rights, gather evidence of any faults, and contact the seller before exploring other routes. Further guidance on consumer rights for digital content is available on GOV.UK.

The Next Step

Now that you have read through the advice above, you might want to put it into practice. Our Consumer Rights Act 2015 Checker lets you check your rights under the Consumer Rights Act 2015. Covers goods, services and digital content. Takes 2 minutes. Try it now →