Citizens Advice

I have bought a present for someone but want to return it. What do I do?

If you bought the item from a shop, check the shop’s policy on returns.

Even though they don’t have to do it by law, lots of shops will say you can return items within 14 or sometimes even 30 days, as long as they’re not used.

Your rights are the same even if you couldn’t check or try on the item before you bought it, for example if the changing rooms were closed.

The shop’s returns policy might be written on your receipt, or you could check their website or call your local branch to ask.

Shops often reduce the amount of time you have to return items bought in a sale, although you’ll still always be protected if something is faulty.

You’ll stand a better chance if you take your receipt with you and return the item in its original packaging.

It’s up to them what they offer you you’ll need to decide whether to accept it or not.

If you bought the item online, over the 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 cooling-off period starts the day after 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 - like flowers or food;

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;

an item that has a broken hygiene seal - like earrings.

If you paid for standard delivery when you bought something, the seller has to refund this if you return it. If you chose a more expensive delivery option, you’ll have to pay the difference.

I am struggling to pay my council tax bill on top of everything else. Can I get a reduction?

You might be able to pay less council tax or not pay it at all depending on your circumstances.

You might be able to get: discounts - for example, for a single person or an empty property;

Council tax reduction (CTR) if you have low income;

a different reduction if you can’t get much CTR.

Check if you can get a discount on your council tax.

You might get a discount automatically on your council tax bill.

If you’re not sure whether you’re already getting a discount, check your bill or contact the council. You can find your council’s contact details on GOV. UK.

If you’re not getting a discount, you might still be entitled to one. It depends who lives in the property.

Check if you can get a single person discount.

If you’re the only adult in your home, you’ll get a 25% discount on your council tax bill.

When working out how many people live in a property, some people aren’t counted - they’re called ‘disregarded people’.

If everyone who lives in the property is disregarded there’s still a council tax bill, but it will have a 50% discount. If everyone in your home is a student or severely mentally impaired, you won’t pay any council tax.

If you’re entitled to a discount because someone has moved out, tell the council. You’re entitled to the discount from when the person moved out, even if you told the council later.

If you’ve been affected by someone else’s gambling, you can get help.

You might want to: get emotional support for yourself; talk to them about their gambling problem; get help for them; check if you’re responsible for any debt;

get help if you’re struggling with debt;

protect money or belongings you share with them.

Dealing with someone’s gambling problem can be very stressful. Their behaviour can affect your wellbeing it’s normal to feel anxious, angry or hurt.

You can get support from the charity Gamcare.

Talk to the person about their gambling problem. It can be difficult to start the conversation. You might want to tell them how their behaviour is affecting you and ask them how big the problem is. You can also let them know they can get help.

If the person who gambles makes you feel anxious or threatened, it might be domestic abuse and you can get help.

Get help for the person who gambles. You can get support to help them with their gambling problem, including advice on how to: limit how much they gamble; deal with debt; get mental health support.

You can find out how to get help with gambling problems. Check if you’re responsible for debt. You’ll only be responsible for debt that’s in your name. If the debt is in someone else’s name, you’re not responsible for paying it back.

If someone has borrowed money in your name without your permission, this is fraud and is illegal.

You aren’t responsible for paying this money back.

You should report the fraud to the lender as soon as possible - for example, the loan company or credit card provider. They’ll investigate the situation.

If they agree it’s fraud, you won’t have to pay the money back. If you’ve already paid any money, they’ll return it to you.

If you’re not happy with how the lender investigates the fraud claim, you can complain to the Financial Ombudsman Service (FOS) on their website.

The FOS can order the lender to look at the evidence again.

You can check what to expect when you complain to an ombudsman.

You should tell them about your situation - for example if you’ve been in an abusive relationship.

You should also report the fraud on the Action Fraud website.

You’ll get a crime reference number to give to the lender.

Lenders usually expect you to contact Action Fraud, but you don’t have to.