Apple Adds New 14-Day Return Policy for iTunes Digital Goods in EU Countries

Apple is updating the terms and conditions governing purchases made by European Union consumers in the Mac App Store, iOS App Store, iBooks Store and iTunes Store. These changes appeared recently in EU countries such as France, Germany and United Kingdom (aia ifun.de).

itunesstoreoverview1
Instituted across EU member states, the new terms provide consumers with 14 days to request a full refund of a purchase unless they deliberately choose to download the media and agree to forfeit their right to cancellation.
Right of cancellation: If you choose to cancel your order, you may do so within 14 days from when you received your receipt without giving any reason, except iTunes Gifts which cannot be refunded once you have redeemed the code.
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To meet the cancellation deadline, you must send your communication of cancellation before the 14-day period has expired.

Effects of cancellation: We will reimburse you no later than 14 days from the day on which we receive your cancellation notice. We will use the same means of payment as you used for the transaction, and you will not incur any fees for such reimbursement.

Exception to the right of cancellation: You cannot cancel your order for the supply of digital content if the delivery has started upon your request and acknowledgement that you thereby lose your cancellation right.
This change is likely the result of the EU's new policy for Apps and Digital Games, which went into effect earlier this year. The new rules aim to protect consumers by establishing EU-wide guidelines for the sale of digital goods. Besides offering a 14-day return window, the policy also requires companies to provide detailed information about the products being sold.

These changes apply only to EU member states. The terms and conditions in other locations, such as the United States, remain the same with an "All sales Final" provision, although the company has traditionally offered some flexibility in that regard upon request.


Top Rated Comments

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22 months ago
... So they can download the content, i.e. books, music etc., copy paste it to their desktop, and just say that they didn't mean to and keep it for free? That's.... dumb...
Rating: 7 Votes
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22 months ago

... So they can download the content, i.e. books, music etc., copy paste it to their desktop, and just say that they didn't mean to and keep it for free? That's.... dumb...

Pretty sure Apple reserves the right not to sell anything to you if you do this like twenty-two times in a row.
Rating: 7 Votes
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22 months ago

Exception to the right of cancellation: You cannot cancel your order for the supply of digital content if the delivery has started upon your request and acknowledgement that you thereby lose your cancellation right.


I'm confused what this is meant for - if you agree to start the delivery (download) of a digital purchase, then you can't have it refunded. So when will this ever be useful?
Rating: 7 Votes
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22 months ago

That sounds like a terrible idea for the App Store. Most mobile games are pretty short and can easily be finished within 14 days, I can see people finishing a game then requesting a refund


On the other hand most apps are really bad, crash a lot and are totally not worth the money! Unfortunately there are no demos/ trials at the Appstore.

It's about time you can request a refund! Google Play has this for years now.


I aggree that 14 days are too much vor digital content though. 2 - 12 hours is enough.
Rating: 7 Votes
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22 months ago
This doesn't really mean anything. It just means that Apple are legally bound to give you a refund within 14 days of purchase, if you're an EU customer. If you download the purchase within those 14 days, they are not inclined to give you a refund.

In short, if you buy a game, download it and play it, then decide you don't want it and ask for a refund, they don't have to refund anything because you downloaded the purchase.
Rating: 6 Votes
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22 months ago
OK I just did it successfully. So here's how to do it:

Open iTunes on your computer.
1. Store - Sign In - iTunes Store
2. Scroll down - Manage - Account
3. Scroll down - Purchase History - See All
4. Scroll down - Report a problem.
5. Now the most recent apps have a "report problem" button appearing next to them.
6. Click that button and select "Cancel Purchase".
Done.
Rating: 5 Votes
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22 months ago
That sounds like a terrible idea for the App Store. Most mobile games are pretty short and can easily be finished within 14 days, I can see people finishing a game then requesting a refund
Rating: 5 Votes
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22 months ago
Hello trials? That would be nice.
Rating: 4 Votes
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22 months ago
This really doesn't change anything. Technically you can change your mind between purchase and download, but that's not helpful to anybody.

The reason for the EU law is to protect customers against scamming, not to change anything for trustworthy retailers.
Rating: 4 Votes
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22 months ago
I don't get it. Doesn't the last paragraph make it all redundant
Rating: 4 Votes
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