I’ve ordered a vase online but it’s arrived broken. Is there anything I can do to get my money back?
It may seem logical to complain to the delivery company but it’s actually the responsibility of the retailer to ensure the item arrives in good condition.
Call or email their customer service department and explain the situation – you’ll find their contact details on the website or on your order form. You may be asked to email photos of the broken vase to prove it’s damaged.
You will then be offered either a refund or a replacement. It’s up to you which one you accept, but if you want a replacement ask for an estimated delivery date so you know when it will arrive.
Some retailers ask you to return items that arrive damaged. If that’s the case, you need to repackage the vase and stick the returns label provided on the front of the parcel. Include the returns form, specifying your reason for sending it back.
Depending on the retailer, you will either need to post the item through Royal Mail or they may offer to have it collected. You shouldn’t have to pay any postage costs.
If you asked for a refund you can expect to be reimbursed within 14 days of the retailer agreeing you’re entitled to one.
I bought a microwave two months ago but it’s broken already and won’t switch on. I went back to the retailer and they said they could have a go at repairing it, but I may have to pay a fee. Should I have to pay to get it fixed?
If your microwave is broken and it’s not your fault you shouldn’t have to pay the retailer to repair it.
Because you bought your microwave less than six months ago – you have the right to return it and get a free repair, a replacement or a refund. This applies whether you bought the item online or from a shop.
Check your retailer’s returns policy to see how you should return it – some will collect it for free, while others ask you to return it through a delivery service or to a store. You’ll need to show proof of purchase, such as a receipt or email confirmation, and explain the problem.
They should then offer to either replace or repair your microwave free of charge, if it’s repairable. If both options are possible, the retailer should consider which will be the quickest and most convenient for you when making a decision.
If your microwave is sent away for repair but still doesn’t work, you will be entitled to a full refund instead. You can also ask for a refund if your microwave is replaced with a different model.
I’m worried by how much money I spend on gas. My home is draughty and I turn the heating on even in summer. How can I cut my bills?
The good news is that there are a few different ways you can use less energy, and also pay less for what you use.
Start by finding out if you can get a lower price for your gas. Find a copy of your latest bill so you can see how much you’re paying per unit. Then use Citizens Advice’s online energy price comparison tool at https://energycompare.citizensadvice.org.uk/ to check if a different supplier is offering a cheaper deal.
If you do find a better offer, call or email the new supplier and ask to move to the tariff you’ve identified. They’ll inform your old supplier and switch you over to their supply. This normally takes 17 days.
You should also look into improving your insulation, such as getting draught excluders or cavity wall insulation. Energy Champions at Citizens Advice can help explain what could work best for your home and the potential costs involved.
Depending on your circumstances, you may be eligible for financial assistance to help you meet the cost of your bills, as well as any improvement works to your home.
