CIT­I­ZENS AD­VICE BU­REAU

Carol Ea­gles, the man­ager of Cit­i­zens Ad­vice Mid Suf­folk, says chang­ing you mind about some­thing you have bought is a re­cur­ring is­sue for many.

Let's Talk - - CONTENT - For more in­for­ma­tion or help from Ci­tizes Ad­vice, visit the web­site www.cit­i­zen­sad­vice.org.uk where you can also find de­tails of your near­est of­fice. If you are in Nor­folk, you can call the Ad­vice­line on 03444 111444 any week­day be­tween 9.30am and 4pm or

How to change your mind

Y ou don’t have an au­to­matic right to get your money back if you just change your mind about some­thing you’ve bought and there’s noth­ing wrong with it.

It’s the same no mat­ter how ex­pen­sive the item was. It is down to the seller whether they of­fer you any­thing.

There are cer­tain steps you can take, de­pend­ing on where you bought the item.

If you bought the item from a shop:

If you’ve changed your mind about some­thing you bought in a shop, first check its own pol­icy on re­turns. Even though it doesn’t have to do so by law, lots of shops will say you can re­turn items within 14 or some­times even 30 days, as long as the goods are not used.

Take your re­ceipt with you and re­turn the item in its orig­i­nal pack­ag­ing.

If you bought the item on­line, phone or by mail or­der:

You au­to­mat­i­cally get a 14-day ‘cool­ing-off pe­riod’ when you buy some­thing you haven’t seen in per­son, un­less it’s be­spoke or made to mea­sure.

The pe­riod starts as soon as you re­ceive your or­der, and there doesn’t need to be any­thing wrong with the item for you to get a re­fund.

You won’t get a cool­ing-off pe­riod when you buy:

• some­thing that de­te­ri­o­rates quickly

• an item that was per­son­alised or cus­tom-made for you

• any­thing from a pri­vate in­di­vid­ual rather than a busi­ness

• a CD, DVD or soft­ware, if you break the seal on the wrap­ping Use your cool­ing-off pe­riod: You need to tell the seller you don’t want the item within 14 days of re­ceiv­ing it. Once you’ve told the seller, you’ve got an­other 14 days to ac­tu­ally send back the item.

You can use our tem­plate let­ter which you can down­load from www.cit­i­zens ad­vice.org.uk to let the seller know you’re can­celling.

Four­teen days is the ab­so­lute min­i­mum cool­ing-off pe­riod that a seller must give you. How to re­turn the item: Most sell­ers give in­struc­tions on how to re­turn items and of­ten in­clude re­turn la­bels with your or­der. You usu­ally have 14 days to re­turn the item af­ter telling the seller.

You may have to pay the cost of post­ing some­thing back to the seller. The seller should have told you this when you bought the item.

You don’t have to re­turn the item in its orig­i­nal pack­ag­ing, but you do need to make sure it’s pack­aged in a way that means it doesn’t get dam­aged. The seller has to pay you the re­fund within 14 days from when they re­ceive the item.

Fur­ther in­for­ma­tion can be found on our web­site www.cit­i­zens ad­vice.org.uk or you can con­tact your lo­cal Cit­i­zens Ad­vice of­fice for help.

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