European shoppers now have a definite 14-day window in which to claim refunds for iTunes Store purchases, according to updated support documents (PDF). Customers can ask for a refund “without giving any reason,” the documents say, and in most cases simply need to find the “Report a Problem” tool. In other instances — namely those involving iTunes Match, Season Pass, Multi-Pass, or unredeemed iTunes gifts — a person has to contact iTunes Support. Refunds are unavailable to people who have redeemed an iTunes gift code. The company promises that approved refunds will be delivered no later than 14 days after a request is made.
Previously Apple was relatively flexible about offering refunds to European shoppers, but had no concrete rules saying so. The company may be trying to head off future legal complaints, given that it has repeatedly encountered trouble with European laws covering warranty service, among other issues. The European Union instituted “right of withdrawal” rules for online purchases in 2011; digital goods are exempt, but Apple could be looking to match customer expectations and forestall any regulatory changes. In the US, Apple typically doesn’t allow refunds except under special circumstances.
