I bought a digital game but it doesn't work on my device as described. What are my rights?

What the Law Says

Under EU law, digital content like games is covered by strict consumer rights — including when it fails to meet description, quality, or functionality promises.

The EU Digital Content Directive (2019/770) applies to all digital content supplied for payment, including video games. It gives you a legal guarantee that the product must conform to the contract — meaning it must work as described, be fit for purpose, and match any pre-contractual information (e.g., system requirements listed on the store page).

If the game doesn’t conform, you’re entitled to remedies without charge: first, repair or replacement; if those are impossible, disproportionate, or not provided within a reasonable time (generally within 30 days), you may ask for a price reduction or full refund. The legal guarantee lasts for 2 years from delivery — and in many EU countries, the burden of proof shifts to the seller after 1 year for non-conformity.

The Consumer Rights Directive (2011/83/EU) also applies: if you haven’t yet downloaded or activated the game, you usually retain the 14-day right to withdraw and get a full refund — unless you explicitly waived it after being informed.

Statutory Text

The supplier shall bring the digital content into conformity free of charge.

— Directive (EU) 2019/770, Art. 12(1) — Remedies for lack of conformity

Statutory Text

The legal guarantee shall cover lack of conformity which becomes apparent within two years of the date of supply.

— Directive (EU) 2019/770, Art. 10(1) — Duration of the legal guarantee

Statutory Text

Where the trader fails to comply with the obligation to bring the digital content into conformity within a reasonable time and without significant inconvenience to the consumer… the consumer may… terminate the contract.

— Directive (EU) 2019/770, Art. 14(1)(c) — Termination rights

What to Do

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