The Situation
You bought something, but there's a problem: it doesn't fit, it's broken, or you changed your mind. You go back to the shop to return it (get your money back) or exchange it (get a different one).
Key Phrases
Explaining the problem
| Problem | You say |
|---|---|
| Wrong size | I bought this last week, but it doesn't fit. It's too small. |
| Broken | It's broken. / It doesn't work. |
| Damaged | There's a hole / stain / scratch on it. |
| Changed your mind | I changed my mind. I don't need it. |
| A gift | It was a gift, and I already have one. |
What you want
- I'd like to return this, please.
- Could I exchange it for a bigger size?
- Can I get a refund?
- Can I exchange it for a different colour?
What the cashier may ask
| Cashier | You |
|---|---|
| Do you have the receipt? | Yes, here it is. / No, I'm sorry, I lost it. |
| How did you pay? | By card. / In cash. |
| Would you like a refund or an exchange? | A refund, please. |
| We can give you store credit. | OK, that's fine. / I'd prefer a refund. |
| Can I see the card you paid with? | Sure. |
Store credit = money you can only spend in that shop.
Asking about the rules
- What's your return policy?
- How long do I have to return it? — 30 days with a receipt.
Dialogue 1: Exchanging Shoes
Assistant: Hi, how can I help? Diana: Hi. I bought these shoes on Saturday, but they're too small. Could I exchange them for a size 8? Assistant: Sure. Do you have the receipt? Diana: Yes, here it is. Assistant: Thank you. Let me check if we have an 8... Yes, here you go. Would you like to try them on? Diana: Yes, please... They fit perfectly! Assistant: Great. It's the same price, so you're all set.
Dialogue 2: A Broken Item and a Refund
Paul: Hi. I'd like to return this kettle. It doesn't work. Cashier: Oh, I'm sorry. When did you buy it? Paul: Last Tuesday. Cashier: Do you have the receipt? Paul: Yes, and I paid by card. Cashier: Would you like a new one or a refund? Paul: A refund, please. Cashier: No problem. The money will be back on your card in 3 to 5 days. Paul: Thank you!
Tips
- Keep your receipt! Many shops only give a refund with a receipt.
- Many stores have a return policy of 14–30 days. Some items (like underwear or opened food) can't be returned.
- If they can't give a refund, you can ask: Could I speak to the manager, please? — say it politely.
Common Mistakes
- "I want to give back this." → I'd like to return this.
- "It's not fitting me." → It doesn't fit.
- "Can I change it with a bigger?" → Can I exchange it for a bigger size?
- "I bought it before one week." → I bought it a week ago.
Your Turn: Practise Speaking
- Explain three problems: wrong size, broken, a gift you don't need.
- Ask for a refund and then for an exchange.
- Ask about the return policy of a shop you often visit.