Use this guide when digital content you paid for, such as an app, game, film, ebook or software licence, is faulty, not as described or has damaged your device. Have your purchase receipt, account details and screenshots of the problem ready.
Step by step
Rule out simple causes
Check that your device meets the stated system requirements and that you have installed the latest updates. Restart the device and try the content again, and if possible test it on another compatible device. This shows the trader that the fault lies with the content rather than your setup.
Record the problem clearly
Take screenshots or a screen recording of the fault and any error messages. Note the date the problem started, the device and software version and what you were doing. Save the product listing or description as it appeared when you bought it.
Identify who sold it to you
Your contract may be with an app store, a platform or the developer directly, so check your receipt. Your claim under the Consumer Rights Act 2015 is against the trader you paid. Some app stores have their own refund request process, which can be a quick first route.
Ask for a repair or replacement
Contact the trader in writing, explain that the content is not of satisfactory quality, not fit for purpose or not as described and ask for it to be fixed or replaced. Give a reasonable deadline. Keep a copy of your message and any reference number you are given.
Request a price reduction if it is not fixed
If the trader cannot fix the problem, or does not do so within a reasonable time, ask for a price reduction. This can be up to the full price if the content is unusable. Remember there is no automatic 30-day right to reject for digital content as there is for physical goods.
Claim for damage to your device
If the content damaged your device or other files and the trader did not take reasonable care, ask the trader to repair the damage or pay compensation. Include evidence such as a repairer's report or the cost of restoring data. If the trader will not help, contact Citizens Advice about your options.
Ready-to-use checklist
- Receipt or order confirmation
- Account name or email used
- Device and software version
- Screenshots or recording of the fault
- Copy of the original listing
- Record of troubleshooting you tried
- Written request with deadline
- Evidence of any device damage
Practical tips
- Save product pages as a PDF when you buy expensive software, as descriptions are often changed later.
- Check whether the problem is a known issue on the developer's support page before contacting them, as a fix may already be coming.
- Keep your requests short and factual, quoting the Consumer Rights Act 2015 and the remedy you want.
Common problems
The trader says I lost my rights when I started the download.
Starting a download may end your right to cancel for a change of mind, but it does not remove your right to content that works. Explain that you are claiming because the content is faulty, not because you changed your mind.
An update removed a feature I paid for.
If the content no longer matches its description or is no longer fit for the purpose you bought it for, you can ask for a repair or a price reduction. Include the original description and explain the feature you relied on.
The seller is based outside the UK.
Enforcing rights against an overseas business can be harder. Use the platform's own dispute process first, and if you paid by card, ask your card provider about chargeback.