Digital purchases sit in an awkward space in consumer law. You cannot return a download the way you return a jumper. Once you have downloaded or streamed something, you have consumed it, and the rules around refunds reflect that. But you do still have rights.
The 14-Day Cooling Off Period
Under the Consumer Contracts Regulations 2013, you have a 14-day right to cancel any online purchase, including digital content. However, there is an important exception. If you downloaded or started streaming the content within those 14 days, and you gave your consent for this and acknowledged that you would lose your cancellation right, then you cannot cancel.
You know those tick boxes that say "I agree that by starting this download I waive my right to cancel"? That is what they are for. If you did not tick that box, or if it was not clearly presented, you may still have a right to cancel even after downloading.
Faulty or Not as Described
The Consumer Rights Act 2015 explicitly covers digital content. It must be of satisfactory quality, fit for purpose, and as described. If an app crashes constantly, a game is unplayable due to bugs, or a digital product does not do what it claimed, you are entitled to a repair (a patch or update), a replacement, or a refund.
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Ask Your Question for FreePlatform-Specific Policies
Most platforms have their own refund policies that are more generous than the legal minimum. Steam allows refunds within 14 days of purchase if you have played less than two hours. Apple offers refunds through their "Report a Problem" page. Google Play gives you 48 hours for apps. PlayStation and Xbox have their own processes.
These policies are in addition to your legal rights, not instead of them. If a platform refuses a refund but the product is genuinely faulty, you can still pursue a claim under the Consumer Rights Act.
Subscriptions
Streaming subscriptions like Netflix, Spotify, or cloud storage can be cancelled at any time and you keep access until the end of the billing period. If you were charged after cancelling, that is an unauthorised charge and you should contact your bank. If a service significantly changes its terms or content after you subscribed, you may have grounds for a partial refund, though this is harder to argue in practice.
Always check the terms of your specific agreement, as individual contracts can vary. This article is for general guidance only and is not legal advice.
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