Accidentally purchased a film on sky store

[Leahmarybelle]

Someone told us that Sing 2 was free on Sky Store so my son has gone to download it.. he told me that it was in fact not free but £11.99 - but by this point it was too late. I can't afford this and nor do we want this film that badly! Will I be able to return / cancel and not be charged? Times are SO tight at the moment and had I realised it wasn't free I wouldn't had let my son download:(

Thank you 

[mike+simmonds]

Morning @Leahmarybelle 

From memory the first Sing movie was given as a free gift a few months ago and I guess this is where the confusion came from. 

the best thing you can do would be to contact the Skystore team (live chat opens at 11am) and explain what has happened. Perhaps clarify to them that you haven't watched it (if you haven't ) 

There is often a queue to reach an agent - it may help if you have time to log on at about 10.55 to try to get a place in the queue at 11am.  That has worked for me before 

hope they are helpful. 

https://www.skystore.com/n/hcus/help/contact-us 

[caesarome]

Sing was a free movie towards the end of last year, hopefully the Sky Store team can sort this out for you as any free film on the Sky Store would show as £0.00 when ordering it.

[stuby81]

unfortunatly Sky won't refund the £11.99, to download a buy and keep you have to input the pin to download the purchse, it would clearly state the amount you are paying for the download, the onus is on the customer to read whats on the screen before purchasing and keep there pin safe. Even with the Pins turned off, Buy & Keep will still ask for the pin to stop accidental purchases

[LGUser]

@stuby81  And you know Sky won't refund the accidental purchase how?

[stuby81]

Because having to input your pin to purchase the movie and letting your son do it, is not an accidental purchase, so believe me, unless you get a very nice manager either in the tech department or Sky Store, the. They will not refund the charge, as it clearly staes the price on screen

[mike+simmonds]

For what it's worth @stuby81 I've found the Skystore staff very helpful on the 2 occasions I've messed up. 

one was changing from a download only to download plus Bluray 

the other was when I bought a movie on Sky  I'd forgotten I'd bought on a different platform a year earlier 

In both cases they were helpful and friendly and changed / credited me. 

[caesarome]

I have seen a number of posts over the years from folks who have a refund so to say that Sky will not do it might not be correct but it is always worth a try.

[Nellvw]

My son did a similar thing. Hope this helps future customers! 

So if you click to rent the movie.... so long as you don't watch it,  it will delete and you won't be charged after 7days. 

If you click on a buy and keep.... no refund can be given as the license has been bought for the movie. So no chance of money back... you've got a movie you didn't want! Anyways, hope this helps.