Your rights when buying digital content
Every time we buy something we are making a legal contract.
When we buy something, and it goes wrong it can be extremely disappointing. What are your rights?
When we talk about digital content, we mean, computer software, films, digital books, games, downloaded music or mobile phone apps.
Digital content could be a mix of goods or services.
The law states:
You have 14 days after you have bought digital content to change your mind and get a full refund on your digital content. You do not have this right to cancel once a download has started provided the business has told you this information.
The law also states that digital content must be:
Of satisfactory quality
Fit for purpose and
As described
In practice this means the digital content must not be faulty, match any description given and be fit for the purpose you bought it for.
What if the digital content doesn’t?
The business is in breach of contract. You have a legal right to seek a remedy.
The business has prove the digital content was sold without a fault for the first six months after you’ve bought it. After the first six months, it is for you to prove the digital content is faulty.
Initially you should ask for the business to repair or replace the digital content.
You do not have to give the business more than one chance to replace the digital content if it is faulty. If the repairs or replacement are unsuccessful, are impossible, too expensive or cannot be carried out within a reasonable time and without causing significant inconvenience, you can ask for a price reduction (some of your money back), this could be as much as full refund (depending on circumstances, a deduction for use may apply). Once this has been agreed it needs to be given to you at the latest within 14 days.
If the faulty digital content causes other damage to your devices, you can ask the business to repair the damage within a reasonable time and without significant inconvenience at no cost to you or you can ask for some money to be paid to you (compensation) which once agreed it needs to be given to you at the latest within 14 days.
What should I do?
Speak to the business, ask them for what you want. If this does not work, then you would need to email or write to them. You can use our Template Letter.
Rules for life
Be polite
Be clear in what you want
Keep a record of all letters and communications
If the business disputes what you are saying, direct them to this website. Businesses need to know their rights as well.
For further advice, contact Citizens Advice Consumer Service 0808 223 1133.
Podcast
Adam and Lou talk about the Christmas Anxiety and how we are buying more online than ever with no signs of stopping. Do you know your rights when buying goods online and when buying digital content? Find out below…