Understanding Your Rights for Faulty Digital Downloads
Understanding Your Rights for Faulty Digital Downloads
When you buy digital content – such as music, films, games, or software downloads – you expect it to work as described. However, sometimes digital downloads can be faulty. This might mean the file is corrupted and won’t open, the content doesn’t match its description, or it simply doesn’t function as promised. Understanding your rights in these situations is essential to getting a fair outcome.
What Counts as a Faulty Digital Download?
A digital download is considered faulty if:
It doesn’t work or is corrupted (for example, a game that won’t install or play).
It doesn’t match the description given at the time of purchase (such as missing features or incorrect language versions).
It fails to meet satisfactory quality or performance standards.
If you experience any of these issues, you may be entitled to a remedy.
Your Consumer Rights Under UK Law
UK law recognises that digital content is different from physical goods, but similar consumer protections apply. The main law covering digital downloads is the Consumer Rights Act 2015. This law states that digital content must be:
Of satisfactory quality
Fit for purpose
As described by the seller
If your digital download falls short in any of these areas, you have the right to seek a solution.
Digital Downloads vs Physical Goods: Key Differences
While both digital and physical purchases are protected under the law, the remedies available can differ. For physical items, you often have a right to a full refund within a short period. With digital content, you’re usually entitled to a repair or replacement first. Only if these aren’t possible, or if they can’t be done within a reasonable time and without significant inconvenience, can you claim a refund.
For a broader understanding of how your rights for digital content fit within general consumer protection, see our guide on problems with purchased goods.
Your Entitlement: Repair, Replacement, or Refund
If your digital download is faulty or not as described, you have the right to:
Request a repair or replacement free of charge
Receive a price reduction if a repair or replacement isn’t possible or doesn’t fix the problem
Claim a full or partial refund if the issue can’t be resolved
These rights apply whether you purchased the digital content outright or as part of a subscription.
How to Claim a Refund or Compensation
To start the process:
Contact the seller or provider as soon as you notice the fault.
Explain the problem clearly, and provide evidence if possible (such as screenshots or error messages).
Ask for your preferred remedy – repair, replacement, or refund.
Acting quickly is important, as your legal rights are strongest if you report issues promptly after discovering them.
For more detailed information about your wider refund rights in the UK, including time limits and exceptions, see our dedicated guide.
Laws and Regulations Protecting Digital Consumers
The Consumer Rights Act 2015 is the main piece of legislation safeguarding your rights when buying digital content. It requires sellers to provide digital downloads that are of satisfactory quality, fit for purpose, and as described. If these standards aren’t met, you’re entitled to remedies as outlined above.
Act Promptly if You Find a Fault
Don’t delay in reporting any issues with your digital downloads. Acting quickly helps ensure you can access the full range of remedies available and makes it easier to resolve the problem with the seller.
For a comprehensive overview of your rights when things go wrong with any type of purchase, visit our section on problems with purchased goods.
What Counts as a Faulty Digital Download?
When you purchase a digital download – such as an app, software, eBook, music track, or video game – you expect it to work as described. Under the Consumer Rights Act 2015, digital content you buy in the UK must be of satisfactory quality, fit for purpose, and match its description. If it doesn’t meet these standards, it may be considered “faulty,” and you could be entitled to a refund, repair, or replacement.
What is a faulty digital download?
A digital download is considered faulty if:
The file is corrupted or won’t open at all.
The download is incomplete, missing essential components, or fails to install properly.
The software or app contains errors (“bugs”) that prevent it from working as promised.
The content does not match its description – for example, an eBook missing chapters, a game missing promised features, or music tracks that are not the correct songs.
Security flaws or malware are present, putting your device or data at risk.
Common issues with digital downloads
Faults can affect all types of digital products. For example:
Apps and software: Crashing on startup, missing features, or frequent error messages.
eBooks: Pages that won’t display, missing content, or formatting problems.
Music downloads: Tracks that skip, are incomplete, or are not the correct songs.
Games: Glitches that prevent gameplay, missing downloadable content (DLC), or features that don’t work as advertised.
For more detailed examples and advice, see our guide to problems with apps, software, or downloads.
How faults affect your rights
If a fault makes it impossible or unreasonably difficult to use your digital content as expected, you have legal rights under the Consumer Rights Act. In most cases, you can ask the seller for a repair or replacement. If the problem can’t be fixed, or isn’t fixed within a reasonable time, you may be entitled to a full or partial refund.
Distinguishing faults from other issues
It’s important to note that not every problem with a digital download counts as a “fault.” For example:
User errors: If you accidentally delete a file or enter incorrect login details, this isn’t the seller’s responsibility.
Device compatibility: If your device doesn’t meet the minimum system requirements for the download, this isn’t usually considered a fault – unless the seller gave misleading information about compatibility.
Internet connection issues: Problems caused by a slow or unstable connection during download are generally not the seller’s fault.
If you’re unsure whether your issue is covered, check the product description and system requirements, and compare your experience to what was promised.
Beware of scams
Not all digital downloads are sold by genuine sellers. Scams – such as fake ticket sites or counterfeit software – can leave you out of pocket with nothing to show for your money. Learn how to spot and avoid online ticket scams to protect yourself when buying digital content online.
Understanding what counts as a faulty digital download helps you know your rights and what steps to take if something goes wrong. If you’re experiencing problems, gather evidence (such as screenshots or error messages) and contact the seller as soon as possible.
Your Rights When a Digital Download is Faulty
When you buy digital content – such as music, films, games, or software downloads – you have clear rights under UK law if something goes wrong. The Consumer Rights Act 2015, Section 19 sets out what you can expect from sellers, and what you’re entitled to if your digital download is faulty or not as described.
Your Right to a Repair, Replacement, or Refund
If your digital download is faulty, doesn’t work as advertised, or isn’t what you paid for, you’re entitled to ask the seller to fix the problem. The law gives you the right to:
Repair or replacement: The seller must offer to repair the digital content or replace it with a working version at no extra cost to you.
Refund: If a repair or replacement isn’t possible, or if the seller doesn’t fix the problem within a reasonable time, you can demand a full or partial refund.
Timeframes for Making a Claim
You should report the problem as soon as you discover it. The law doesn’t set a strict deadline for digital content, but acting quickly helps you get the best outcome. If the seller offers a repair or replacement, they must resolve the issue within a “reasonable time” and without causing you significant inconvenience. If they fail to do so, you can request a refund.
What Sellers Must Do
Sellers are responsible for making sure digital downloads are of satisfactory quality, fit for their intended purpose, and match the description provided. If there’s a fault, they must:
Respond to your complaint promptly.
Offer a free repair or replacement.
Provide a refund if the issue isn’t fixed in a reasonable time or if repair/replacement isn’t possible.
If you have a warranty or guarantee, you may also be able to claim using a warranty or guarantee as an alternative route for resolving your issue.
How Digital Content Rights Differ from Physical Goods
While your rights for digital downloads are similar to those for physical goods, there are important differences. For example, with physical goods you often have a short-term right to reject faulty items and get a refund within 30 days. With digital content, the focus is on giving the seller a chance to repair or replace before a refund is offered. To understand how the rules compare, see our guide to returns and refunds for faulty goods.
If Faulty Digital Content Causes Damage
If a faulty digital download damages your device or other property – for example, if a software bug corrupts your files or a game causes your computer to crash – you may be entitled to compensation. The law requires sellers to cover the cost of repairing or replacing your damaged property. For more details on how to proceed, read our advice on how to claim compensation if an item or product causes damage.
Knowing your rights helps you get fair treatment if a digital download doesn’t work as it should. For the full legal details, you can review the Consumer Rights Act 2015, Section 19](https://www.legislation.gov.uk/ukpga/2015/15/part/1/chapter/3). If you’re unsure about the process or your options, you may also want to [claim using a warranty or guarantee provided by the seller or manufacturer.
How to Claim a Refund or Replacement for Faulty Digital Downloads
When you discover a digital download – such as music, software, games, or ebooks – you’ve purchased is faulty or not as described, UK law gives you clear rights to a refund, repair, or replacement. Here’s how to claim your rights and what to expect from the process.
1. Report the Problem to the Seller
Start by contacting the seller as soon as you notice the issue. Most retailers have a dedicated customer service email or web form for reporting problems. Clearly explain:
What the digital product is.
When and how you purchased it.
The nature of the fault (for example, the file won’t download, is corrupted, or doesn’t match the description).
2. Gather the Right Information
To support your claim, provide:
Proof of purchase: This could be an order confirmation email, a receipt, or a screenshot of your account purchase history.
Details of the fault: Describe what’s wrong, including any error messages or how the product fails to work as promised.
Attempts to fix: Mention if you’ve already tried basic troubleshooting steps suggested by the seller.
Having this information ready will make the process smoother and help the seller respond more quickly.
3. Request a Repair, Replacement, or Refund
Under the Consumer Contracts Regulations 2013, you’re entitled to a full refund if you report the fault within 30 days of purchase. After this period, you can still ask for a repair or replacement. If the seller can’t fix the issue within a reasonable time or the fix doesn’t work, you can then request a refund.
Be clear in your communication about what resolution you want – whether that’s a refund, a working replacement, or a repair.
4. Timelines for Responses and Resolutions
Sellers are expected to respond promptly to your claim, usually within a few working days. The law doesn’t set a strict deadline, but a reasonable time is generally considered to be within 14 days. If you request a refund and it’s agreed, you should receive your money back within 14 days of the seller accepting your claim.
If you paid by card or PayPal and the seller is slow to respond or refuses to help, you may be able to speed up the process by getting your money back if you paid by card or PayPal.
5. If the Seller Refuses to Cooperate
If the seller won’t repair, replace, or refund your faulty digital download, don’t give up. You have further options, including escalating your complaint, seeking help from your payment provider, or taking formal action. For a step-by-step guide on your next moves, see what to do if a company won’t refund you in the UK.
6. Cancelling a Recent Purchase
If you’ve changed your mind or the fault was discovered soon after buying, you might have additional rights. The 14-day cooling-off period applies to many digital purchases bought online. To find out if you’re eligible and how to act, read how to cancel a purchase within 14-day cooling-off period. If you need help drafting a cancellation request, you can use a letter to cancel a service arranged online, over the phone or by mail order.
For more information on your legal rights when buying digital content, including how the law protects you and the latest updates, visit the official guidance on the Consumer Contracts Regulations 2013.
Taking these steps should help you resolve most issues with faulty digital downloads. If problems persist, don’t hesitate to use the links above for further support and advice.
What to Do if the Seller Stops Trading or Goes Out of Business
If the seller you bought your digital download from stops trading or goes out of business, it can make getting a refund or repair more complicated. However, you still have rights under UK law, and there are steps you can take to try and recover your money or seek compensation.
How Your Rights Are Affected
Normally, if a digital download is faulty or not as described, you’re entitled to a refund, repair, or replacement under the Consumer Rights Act 2015. Specifically, Consumer Rights Act 2015, Section 20 outlines your right to a refund if goods or digital content are not of satisfactory quality. But if the seller is no longer operating, you may not be able to contact them or use their usual complaints process.
What You Can Do Next
If the company has gone out of business, consider these options:
Contact Your Payment Provider: If you paid by credit card and the purchase was over £100, you may be able to claim a refund under Section 75 of the Consumer Credit Act 1974. For debit card payments, ask your bank about the chargeback scheme, which might help you recover your money.
Check for Insolvency Proceedings: If the company is in administration or liquidation, you can register as a creditor. While there’s no guarantee you’ll get your money back, it’s worth submitting a claim.
Seek Help from Consumer Protection Bodies: Organisations like Citizens Advice can offer guidance on your next steps and help you understand your rights.
For detailed guidance on what to do in this situation, see if a company stops trading or goes out of business.
Practical Tips
Keep all records of your purchase, including receipts, emails, and any communication with the seller.
Act quickly – some payment providers have time limits for making a claim.
If you bought the digital download from a marketplace or platform, check if they offer any buyer protection or dispute resolution services.
While it can be frustrating if a seller disappears, understanding your rights under the Consumer Rights Act 2015, Section 20](https://www.legislation.gov.uk/ukpga/2015/15/section/20) and knowing the steps to take can help you pursue a refund or compensation. For more help and practical steps, visit our page on [if a company stops trading or goes out of business.
Additional Issues Related to Faulty Digital Downloads
When dealing with faulty digital downloads, you might encounter additional issues beyond standard faults or errors. Here’s how to handle some of the most common scenarios:
What to Do if Your Digital Download Never Arrives or Is Incomplete
If you’ve paid for a digital product – such as music, software, or an eBook – but it never arrives or the download is incomplete, you have rights under the Consumer Rights Act 2015. The law states that digital content must be delivered as agreed and must be of satisfactory quality, fit for purpose, and as described. If your download hasn’t arrived or is missing vital parts, contact the seller first to request delivery or a refund.
For more detailed steps on handling non-delivery, see if something you ordered hasn’t arrived.
Dealing with Mis-Priced Digital Items
Sometimes, you might notice that a digital item was sold at the wrong price. UK law distinguishes between genuine mistakes and misleading pricing. If you’ve already paid and received confirmation, you may have a right to the item at the price you paid, unless the pricing error was obvious and you could reasonably have spotted it. However, if the seller spots the error before completing the transaction, they can usually cancel your order and refund you.
To understand your rights in these situations, visit if you bought a mis-priced item.
Concerns about Counterfeit or Stolen Digital Goods
If you suspect that the digital content you’ve purchased is counterfeit or has been stolen – such as pirated software or fake eBooks – do not use or distribute it. Instead, take the following steps:
Reporting Counterfeit Goods: You can report fake or counterfeit goods to help protect yourself and others from fraud.
Stolen Goods: If you believe you’ve unknowingly purchased stolen digital content, check if you think you’ve bought stolen goods for advice on what to do next. In some cases, you may need to return the item and seek a refund from the seller.
How Faulty Digital Downloads Relate to Other Consumer Issues
Problems with digital downloads are just one example of broader consumer rights issues. For instance, if you’ve been misled or sold a product or service that doesn’t meet legal standards, you may have similar rights to a refund, repair, or replacement. This applies to other areas, such as financial products. For example, if you think you’ve been mis-sold a mortgage, you have protections under UK law. To learn more about your rights in this area, see mis-sold mortgage in the UK: your guide to rights & remedies.
By understanding these additional issues and knowing where to find help, you can better protect your rights and resolve problems with faulty or problematic digital downloads. If you’re unsure of your next steps, always start by contacting the seller and keep records of all communications.
Resolving Disputes and Getting Further Help
If you’ve tried to get a refund or replacement for a faulty digital download but the seller isn’t cooperating, you still have options. UK law, specifically the Consumer Rights Act 2015, gives you clear protections when digital content is faulty or not as described. Here’s what you can do if things aren’t resolved quickly:
What if the Seller Won’t Help?
First, make sure you’ve clearly explained the problem to the seller and given them a reasonable chance to fix it. Keep records of your communication, including emails and receipts. If the seller still refuses to help, you don’t have to accept their decision.
Using Alternative Dispute Resolution (ADR)
If direct discussions with the seller don’t work, you might consider exploring Alternative Dispute Resolution (ADR). ADR is a way of settling disputes without going to court. An independent third party – such as a mediator or arbitrator – helps you and the seller reach an agreement. Many businesses are required to tell you if they use an ADR scheme, and some online marketplaces offer their own dispute resolution processes.
ADR can be quicker and less stressful than court, and it’s often free or low-cost for consumers. It’s a good option if you want to resolve things efficiently.
Getting Further Advice and Support
If ADR doesn’t work for you, or if you’re unsure about your rights, you can seek advice from consumer protection organisations or legal experts. Services like Citizens Advice can explain your rights under the Consumer Rights Act 2015 and help you decide on your next steps. If needed, you may also consider making a claim in the small claims court, especially if you have strong evidence that the digital download was faulty and the seller refused to help.
Understanding the Bigger Picture
Disputes about digital downloads are part of wider consumer rights issues. If you want to learn more about your rights or see what to do in similar situations – such as with physical goods or services – visit our section on problems with purchased goods.
Remember, you’re not alone if a seller isn’t cooperating. By knowing your rights and the steps you can take, you’ll be in a stronger position to resolve the issue and get what you’re entitled to.
