How to return an item in English
I'd like to return this.
“I want to give this back to the store.”
When: At the customer service desk or the register
The moment
You are back at the customer service desk of a store in Midtown Manhattan with a bag and your receipt. The shirt is the wrong size and the headphones don't work, so you want an exchange or your money back.
A1 · Unit 5 · Shopping
The lines
Starting a return
Say 'I'd like to return this' and put the item and the receipt on the counter. The worker will ask why. Most US stores are happy to take things back.
I'd like to return this.
“I want to give this back to the store.”
When to use it: At the customer service desk or the register
What you’ll hear back: No problem. Do you have your receipt?
Saying the problem
Say 'It's the wrong size' when it does not fit you. Short and clear is best. Then say what you want: a new size or your money back.
It's the wrong size.
“This is not the right size.”
When to use it: When the worker asks what is wrong with the item
What you’ll hear back: Okay. Do you want to exchange it or get a refund? (Do you want a new one or your money back?)
Words for this scene
| Word or phrase | Say it | Meaning |
|---|---|---|
| It doesn't work. | it DUZ-unt WERK | It is broken. It does not turn on or do its job. |
I bought these headphones yesterday, and they don't work. I got these headphones yesterday. They are broken. Tip: Returns usually need to be within 30 days. Check the receipt. | ||
| Can I exchange it for a large? | kan-ai iks-CHAYNJ-it fer-uh LARJ | Can I give it back and get a bigger one? |
This is too small. Can I exchange it for a large? This is not big enough. Can I change it for a bigger one? Tip: An exchange is usually easy. Bring the receipt if you can. | ||
| Can I get a refund? | kan-ai GEH-duh REE-fund | Can I have my money back? |
Here's my receipt. Can I get a refund? This is my paper from the store. Can I have my money back? Tip: Card refunds go back to your card and take a few days. | ||
Your objective
Say what you bought and what’s wrong with it, and ask to exchange it or get your money back.
- what you bought
- what’s wrong with it
- an exchange or a refund
Lines that get it done
- I'd like to return this.
- It doesn't work. · It is broken. It does not turn on or do its job.
- Can I get a refund? · Can I have my money back?
In the live scene the objective stays on screen, and the Replay afterwards says whether you got it done.
Check yourself
1. You walk up to customer service with a shirt you want to bring back. What do you say first?
- I'd like to return this.
- I'd like to turn this.
- I'd like to come back this.
- I'd like to buy this again.
Show the answer
I'd like to return this.
'I'd like to return this' is the polite way to start giving an item back.
2. The worker asks 'Do you want to exchange it or get a refund?' You want your money back. What do you say?
- Can I get a refund?
- Can I get an exchange?
- Can I get a receipt?
- Can I get a bigger one?
Show the answer
Can I get a refund?
A 'refund' is your money back. An 'exchange' is a different item instead.
3. Your new phone charger is broken. What do you tell the worker?
- It doesn't work.
- It doesn't fit.
- It's the wrong color.
- It works great.
Show the answer
It doesn't work.
'It doesn't work' means the item is broken. 'It doesn't fit' is for clothes.