TL;DR: Too long, Didn’t read
The Trap: Digital stores (Steam, PS Store, Xbox) often refuse refunds if you have “downloaded” the game or played for more than 2 hours.
The Law: The Consumer Rights Act 2015 states that digital content must be “Fit for Purpose” and “Satisfactory Quality.”
The Override: If a game is buggy, crashes, or doesn’t work as advertised, the store’s “2-hour policy” is irrelevant. You are entitled to a repair or refund.
The Tool: Use our copy-paste template to bypass the automated support bots and cite your statutory rights.
You bought a new AAA game for £70. You downloaded it, excited to play. But it crashes every 10 minutes. The graphics are broken. It is unplayable. You ask for a refund, but you get an automated email: “Request Denied. You have played for 2 hours and 12 minutes.” Or from PlayStation: “Request Denied. Content has already been downloaded.”
Do not accept this. These are “Store Policies,” not the law. In the UK, the Consumer Rights Act 2015 gives you specific rights for digital content that big tech companies try to ignore. Here is how to force them to listen.
The “2-Hour” Rule vs. The Law
Most stores (especially Steam) have a “No Quibble” refund policy: If you played less than 2 hours, we refund you. The Problem: They treat this as a hard limit. If you spent 3 hours trying to fix the settings to make the game work, they automatically say no.
The Legal Truth: Under the Consumer Rights Act 2015 (Section 34), digital content must be:
Of Satisfactory Quality (It shouldn’t crash constantly).
Fit for Purpose (It must run on the hardware it claims to support).
As Described (It must match the trailer/description).
If the game fails these tests, it is faulty.
Rule: If an item is faulty, the “2-hour limit” or “14-day cooling-off period” does not apply. You have a statutory right to a repair or replacement. If they cannot fix it (patch it) within a reasonable time, you are entitled to a refund.
The PlayStation “Download Waiver” Trap
Sony is notorious for this. When you buy a game, you tick a box waiving your “14-day right to cancel” once the download starts.
What this means: You can’t change your mind just because you don’t like the game.
What this DOES NOT mean: It does not waive your rights if the game is broken. You cannot waive your right to a working product.
Strategy: When appealing to Sony, never say “I didn’t like it.” Always say “It is faulty/defective.”
Free Template: The “Statutory Override” Letter
If you have been rejected by the automated system, you need to send a manual support ticket (or email) that sounds like a lawyer wrote it.
Copy and paste this text:
Subject: Formal Request for Refund – Faulty Digital Content – [Game Name]
To Customer Support,
I am writing to appeal the refusal of my refund request for [Game Name], purchased on [Date] (Order Ref: [Number]).
My request was rejected on the basis that I have [exceeded the 2-hour playtime limit / already downloaded the content]. However, I am rejecting this content under the Consumer Rights Act 2015 because it is not of satisfactory quality.
The Issue: The game is defective. Specifically: [List the bugs, crashes, or performance issues here].
Under UK law, a store policy regarding playtime or download status cannot override my statutory rights regarding faulty goods. The product is not “fit for purpose” as defined by the Act.
As you are the retailer, you are liable for this breach. I am requesting a full refund of £[Amount] to my original payment method immediately.
Sincerely, [Your Name]
Frequently Asked Questions
What if I bought a “Key” from a third-party site (CDKeys/G2A)?
This is harder. Your contract is with the site you bought from, not Steam. These sites often have “no refund” rules that are hard to fight because they are often based outside the UK. Be very careful buying keys for unreleased games.
Can I do a Chargeback?
Warning: Only do this as a last resort. If you issue a chargeback via your bank, Steam/Sony will almost certainly ban your account instantly. You will lose access to all your other games. Only do this if you are willing to lose your account to get your money back.
(Sources: Consumer Rights Act 2015 – Digital Content, Citizens Advice – Digital Refunds)
We are not solicitors. This guide explains your statutory rights under the Consumer Rights Act 2015. Account bans are a risk with aggressive disputes.