Guides › Faulty Goods and Refunds › Faulty App, Game or Download: Refund or Fix
Faulty App, Game or Download: Refund or Fix
Digital content you pay for, such as games, apps, e-books and in-game purchases, must be of satisfactory quality, fit for purpose and as described. Ask the seller to fix it within a reasonable time; if it will not, ask for a refund. If faulty content damaged your device, you are legally entitled to compensation.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Your Rights for Digital Content
What It Must Be
Digital content should be of satisfactory quality, fit for purpose and as described. This covers games, ringtones, e-books, in-game purchases on free mobile apps, streams, downloads and software. Content that will not work with your device when the seller said it would counts as a fault. source
Fix or Refund
Ask the company to fix the problem within a reasonable time. If it will not, or is taking too long, you can ask for a refund and keep the product. The law does not give a full refund right as it does for faulty goods: the amount depends on how long you have had it, how much you have used it and the problem. source
If It Damaged Your Device
Compensation
You are legally entitled to compensation if the fault has caused a problem with your device. Get a repair quote and write to the seller with the quote, an explanation and any evidence, mentioning the Consumer Rights Act 2015. source
Who to Complain To
Complain to the company you bought it from. If you paid by debit or credit card, ask your bank about chargeback. Other options are an ADR scheme and, as a last resort, the small claims court. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 120 daysChargeback claimWithin 120 days of realising there is a problem
- 6 yearsTime limit for a court claim6 years in England, Wales and Northern Ireland; 5 years in Scotland
Steps to Take
Step 1 of 5
Take screenshots of the problem and note when you bought it.
Step 2 of 5
Write to the seller (the app store, games platform or website you paid), describe the fault and ask for it to be fixed. Our free letter templates can write it for you.
Step 3 of 5
If it is not fixed in a reasonable time, ask for a refund.
Step 4 of 5
If it damaged your phone, tablet or computer, get a repair quote and claim compensation from the seller.
Step 5 of 5
If the seller says no and you paid by card, ask your bank about chargeback.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
The Retailer's Complaints Team
Always start here, in writing, and say which remedy you want.
Your Card or Credit Provider
If you paid by credit card or regulated buy now pay later and the shop will not put it right.
Citizens Advice Consumer Service
Free advice, and help deciding whether to start a small claim, once the seller has not put it right.
Good to Know
Small things that make your complaint stronger.
Check the content works on your device before you buy: the description should say which devices it supports.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- citizensadvice.org.uk/consumer/phone-internet-downloads-or-tv/problem-with-an-app-software-or-download Checked 13 October 2026
- nibusinessinfo.co.uk/content/what-do-if-problems-arise-supplied-goods Checked 12 October 2026
- fca.org.uk/consumers/buy-now-pay-later Checked 8 October 2026
- citizensadvice.org.uk/law-and-courts/legal-system/small-claims/deciding-whether-to-make-a-small-claim Checked 8 October 2026