Buying digital content

Your rights when buying digital content

Digital content means data supplied in digital form. This includes apps, games, music downloads, films, e‑books and software. It does not matter whether the content is downloaded online or supplied on something physical such as a disc or memory stick.

When you pay for digital content, the Consumer Rights Act 2015 gives you specific legal protections. These rights can also apply where digital content is provided for free, but only if it is supplied as part of something you have paid for. For example, if you buy software that includes a free downloadable add‑on, that add‑on is covered by the Act.

Completely free digital content, where no payment or paid product is involved at all, is usually not protected under the Act.

In some cases, it can be unclear whether you are buying digital content or a digital service. If you are unsure which rules apply, the UK International Consumer Centre can provide guidance.

When is digital content faulty?

Digital content must meet basic standards, similar to those that apply to goods.

As described

The digital content must match the description given by the trader. If something is advertised as having certain features or functions, those features must be included.

Fit for purpose

The content must be suitable for the purpose it is supplied for. For example, if you buy a game advertised as working on a particular console or device, it must work on that system.

Of satisfactory quality

The content must be of a standard that a reasonable person would expect. This means it should be free from defects and usable. Problems such as corrupted files, serious bugs, or downloads that do not work at all are likely to mean the content is not of satisfactory quality.

What remedies can you ask for?

If digital content does not meet the required standards, the Consumer Rights Act 2015 provides several remedies.

Right to repair or replacement

You can ask the trader to repair the digital content or provide a replacement. This must be done within a reasonable time, at no extra cost to you, and without causing significant inconvenience.

Right to a price reduction

If repair or replacement is not possible, or if the trader attempts it and the problem is still not fixed, you may be entitled to a price reduction. Depending on how serious the issue is, this could be a partial refund or, in some cases, a full refund. Once a refund is agreed, it must be paid within 14 days.

Right to compensation for damage

If faulty digital content causes damage to your device or other digital content, the trader may be responsible for putting things right. This could include repairing the damage or compensating you for the loss. For example, if an app damages your phone or corrupts other paid‑for files, you may be able to claim the cost of repairs or replacement. You will usually need evidence of the damage and any related costs.

Key point to remember

When you pay for digital content, the law expects it to work as promised and to a reasonable standard. If it does not, you have clear rights to have the problem