Intermediate· B1–B2Shopping & money8 min

Returning an item to a store

Explain what is wrong with a purchase and ask for a refund or exchange.

The scene

Last week you bought a pair of headphones, and now the left side does not work. You take them back to the store with your receipt.

Speaker A
Customer service assistant
Speaker B
You (customer)

Your goals

  • Explain a problem with a product clearly
  • Ask for a refund or exchange
  • Respond if the store offers something different

Key vocabulary

Press the speaker to hear each word or phrase.

  • to return

    to take something back to the store

    I'd like to return these headphones.

  • faulty

    not working correctly

    The headphones are faulty.

  • refund

    money given back to you

    Can I get a refund?

  • exchange

    swapping an item for a different one

    I'd prefer an exchange.

  • store credit

    money you can only spend in that store

    We can offer store credit.

  • return policy

    the store's rules about returning items

    What's your return policy?

  • original packaging

    the box or bag the item came in

    I still have the original packaging.

  • warranty

    a promise to repair or replace a product for a period of time

    It's still under warranty.

Useful phrases

  • I'd like to return this, please.

    Starting a return

  • It stopped working after …

    Explaining the problem

  • Here's my receipt.

    Showing proof of purchase

  • Could I get a refund?

    Asking for your money back

  • I'd prefer a refund, if possible.

    Saying what you want politely

  • Would it be possible to exchange it?

    Asking to swap the item

Practice studio: speak the dialogue

Pick your role and press Start. Your partner's lines are read aloud; then say your line into the microphone (or type it) and see which words you got right.

Your role

  1. Customer service assistant

    Hi, how can I help you today?

  2. You (customer)

    Hi. I'd like to return these headphones, please. I bought them last week.

  3. Customer service assistant

    What seems to be the problem?

  4. You (customer)

    The left side stopped working after two days. I tried them with two phones, and it's the same.

  5. Customer service assistant

    I'm sorry about that. Do you have your receipt?

  6. You (customer)

    Yes, here's my receipt, and I still have the original packaging.

  7. Customer service assistant

    Thanks. We can offer you store credit or exchange them for a new pair.

  8. You (customer)

    I'd prefer a refund, if possible. I'm not sure I want the same model again.

  9. Customer service assistant

    That's fine. Since they're faulty and within thirty days, I can refund them to your card.

  10. You (customer)

    Great, thank you. How long will it take for the money to come back?

You speak 5 lines as You (customer); Customer service assistant is read aloud for you.

Speech recognition is done by your browser (in Chrome and Edge this uses the browser maker's online service). Nothing is stored by AltFTool.

Your turn: speak freely

Answer out loud in your own words. There is no score here: aim for full sentences and fewer filler words.

  1. 1. Explain what is wrong with something you bought and when it started.

  2. 2. The store offers store credit. Say politely that you want a refund.

  3. 3. Ask about the store's return policy before buying something expensive.

Quick quiz

Choose an answer to see if you are right and why.

  1. 1. What does 'faulty' mean?
  2. 2. What is 'store credit'?
  3. 3. Which sentence asks for your money back?
  4. 4. What should you bring when you return something?

0 of 4 answered

Common mistakes

  • Avoid: I want to give back this.

    Say: I'd like to return this.

    'Return' is the normal verb, and 'I'd like' is more polite.

  • Avoid: It doesn't work since two days.

    Say: It hasn't worked for two days. / It stopped working two days ago.

    Use the present perfect with 'for', or the past simple with 'ago'.

  • Avoid: Can you give me back my money?

    Say: Could I get a refund, please?

    'Refund' is the standard, more polite word.

Tips

  • Describe the problem and what you have already tried, such as testing with another device.
  • Say clearly what you want: a refund, an exchange or a repair.
  • If they say no, ask politely about the return policy or the warranty.

Questions about this lesson

How do you return something to a store in English?

Say 'I'd like to return this, please.' Explain the problem, show your receipt and ask 'Could I get a refund?'

What is the difference between a refund and an exchange?

A refund gives you your money back. An exchange swaps the item for another one.

Finish the lesson

Finish the practice studio and the quiz and this lesson is marked complete for you.

Next lesson: Opening a bank account

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