The Consumer Rights Act provides specific rules entitling shoppers to a repair or replacement when digital products are faulty. The new law applies to any digital content, such as games, e-books and online journals, in-game purchases on free mobile apps, film, music and TV streams or downloads, software you’ve downloaded.

The Act came into force on 1 Oct 2015, so you might be entitled to a replacement, repair or part-refund if something is gone wrong with the digital content you bought on or after 1 October 2015. As goods, digital content needs to be of satisfactory quality, as described and fit for the purpose. But there are a few differences with digital content.

There is no automatic right to a full refund within 30 days. You are entitled to a full or partial refund instead of a repair or replacement within 30 days if any of the following are true:

• The cost of the repair or replacement is disproportionate to the value of the digital content
• Repair or replacement is impossible
• Repair or replacement would be significantly inconvenient
• Repair would take unreasonably long
• Repair has been unsuccessful.

A refund must be given without undue delay, and in any event within 14 days beginning with the day on which the trader agrees that the consumer is entitled to a refund.

You can choose whether you want the goods to be repaired or replaced, but the retailer can refuse if they can show that your choice is impossible, or is disproportionately expensive compared to the other alternatives.

If you buy a digital product, you might have already agreed and received the content before the end of the 14-day cooling-off period. Therefore, if you want to download something within 14 days of buying it, you will have to give your consent to waive the 14-day cooling-off period. If you don’t give your consent, the 14-day cooling-off period still applies, but you won’t be able to download your digital content until this period has ended. As a result, you cannot change your mind and cancel a digital download after you have downloaded the content.