Sam Oliver
European consumers now have two weeks within which to request a refund for most content purchased from the iTunes Store, according to recently-updated Apple support documentation, unifying the company's return policies for both physical and digital goods.
The new policies were quietly rolled out in country-specific PDF documents posted to Apple's support portals in the European Union. While Apple has long been lenient when it comes to such refunds in Europe — Â which has particularly strong consumer protection laws — Â this is the first time they have explicitly defined the process, as noted by German blog iFun.
In the documents, which were prepared in early December, Apple advises consumers that they may request a refund "without giving any reason." The only items not subject to the refund policy are already-redeemed iTunes gift codes.
To receive a refund, buyers can either use Apple's online "Report a Problem" tool or send a physical cancellation form to the company's European headquarters in Luxembourg. Some purchases — Â including iTunes Match, Season Pass, Multi-Pass, and unredeemed iTunes gifts — Â can be refunded by contacting iTunes Support.
Apple promises that reimbursements will processed no later than 14 days from the date the cancellation notice is received.
The policy shift matches up with the European Union's right of withdrawal rules, which were first instituted for online purchases in 2011. Digital goods are explicitly exempted from those regulations, however, likely signaling that Apple's move is a voluntary one.
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20 Comments
Does that mean download an app, don't like it and you can request a refund? Also, "Digital goods are explicitly exempted from those regulations, however, likely signaling that Apple's move is a voluntary one." I'm probably missing something in here but everything is delivered digitally from the app store.
That is a pretty nice policy...
Do certain European consumers have the ability to return video games, movies, DVD's, and physically boxed software once opened for a full refund?
That is a pretty nice policy...
Do certain European consumers have the ability to return video games, movies, DVD's, and physically boxed software once opened for a full refund?
No, when a seal has been broken, a retailer does not have to accept a refund unless it's physical media and does not work correctly (such as a broken DVD).
Software, like product codes Microsoft sell for Office and Office 365, when opened, will be refused refunds by retailers. (Just because there is no way of knowing whether a product number has been written down, resold or used)
Apple's iTunes has been very responsive to emails, I returned a couple of movies and an app in the past without much fuss, but I'm glad it will be in writing now.
So, I can download a movie, then watch it for 2 weeks and then request a refund? Doesn't make sense, it's like going to a movie theater and then request a refund at the exit.