Buying a game digitally is instant. Getting your money back is less so. In the UK there are two separate things to understand: the refund policy a shop chooses to offer, and the legal rights you have when digital content is faulty. They overlap, but they are not the same.
This is general guidance, not legal advice. Policies change, so always read the current terms of the shop you are buying from.
Shop refund policies
Many digital stores offer refunds for any reason within certain limits. These are the store's own policies, more generous than the law requires in some respects and more limited in others.
The best-known example is Steam's: you can request a refund for almost any reason within 14 days of purchase, provided you have played for less than two hours. Requests outside those limits can be made too, but are considered case by case. Other stores, including console stores, have their own rules, and some are noticeably stricter, particularly once a game has been downloaded or played. Look for the policy before you buy, not after.
A few things commonly excluded or treated differently: in-game purchases and add-ons, pre-orders (often refundable until release, then subject to the normal rules), and games bought as gifts.
Key resellers are different
When you buy a key from a third-party shop, your contract is with that shop, not with the platform where you redeem it. The platform's refund policy usually won't apply. Many resellers will not refund a key once it has been revealed or redeemed, because they can't take it back. If a key turns out not to work, contact the shop that sold it to you.
That is one reason we prefer official and authorised retailers. Before you buy anywhere, check who the seller is, where they are based and what their policy says about unused, revealed and faulty keys.
Your legal rights: the Consumer Rights Act 2015
The Consumer Rights Act 2015 covers digital content, including games, bought from a trader. Digital content must be:
- of satisfactory quality,
- fit for any particular purpose you made known, and
- as described.
If a game you paid for falls short, for example it won't run on hardware that meets the published requirements, or a feature it was sold with is missing, your first remedy is generally a repair or replacement, such as a fix or a working copy. If that isn't possible or doesn't happen within a reasonable time without significant inconvenience, you can ask for a price reduction, which can be up to the full price.
The law covers faulty content. It does not cover simply not liking a game. That is where a shop's voluntary policy is your friend.
The 14-day cancellation point
For goods bought online you normally have a right to cancel within 14 days. Digital content is treated differently: once a download or stream begins with your agreement, and you have acknowledged that you lose the right to cancel, it no longer applies. That box you tick at checkout matters.
How to ask for a refund well
- Act quickly. Most policies are time-limited, and playtime counts.
- Be specific. Name the problem, the hardware, what you tried, and when it happened. "Crashes on the first loading screen on a PC that meets the recommended requirements" gets further than "doesn't work".
- Keep evidence. Order confirmation, screenshots of error messages, and a note of the dates.
- Use the shop's own process first. Most stores have a refund form in your account or order history.
- If you are stuck, Citizens Advice offers free consumer guidance. Contacting your card provider is an option in some cases, but read their guidance first.
Prevention beats cure
Read the system requirements properly (our will it run? guide shows how), check recent reviews for widespread technical problems, and test a new game soon after buying while you are still inside any refund window.
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