I downloaded a game, app, music or a film online but it does not work Want can I do?

You might be entitled to a replacement, repair or part-refund if something’s gone wrong with software, a download or an application you bought on or after 1 October 2015.

You have legal rights if there’s a fault with digital products (or ‘digital content’) such as:

  • games
  • ringtones
  • e-books and online journals
  • in-game purchases on free mobile apps
  • film, music and TV streams or downloads
  • software you’ve downloaded

The fault could be that it’s not compatible with your device (eg phone, tablet or laptop), even though it said it would be.

The web page linked below contains detailed advice.

  • Get the problem fixed
  • Get a refund
  • Next steps

View specific advice on the National Citizens Advice website.
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