How to return something broken in Spanish
Lo compré hace dos semanas y ha dejado de funcionar.
“I bought it two weeks ago and it has stopped working.”
When: First thing you say at the returns counter
The moment
The wireless speaker you bought two weeks ago in a Madrid electronics shop has died. You are back at the counter with the box, the receipt and a shop assistant who would rather send it for repair.
B1 · Unit 3 · Practical adulting
The lines
What broke, and when
Pair a finished purchase in the preterite with the recent result in the present perfect: 'Lo compré hace dos semanas y ha dejado de funcionar.' In Spain the just-happened part takes 'ha dejado'.
Lo compré hace dos semanas y ha dejado de funcionar.
“I bought it two weeks ago and it has stopped working.”
When to use it: First thing you say at the returns counter
What you’ll hear back: ¿Conserva el tique de compra? (Do you still have the receipt?)
Naming the outcome you want
Don't just complain — say what you want with 'Preferiría que...' plus the past subjunctive: 'Preferiría que me lo cambiaran por uno nuevo.' Polite, but unmistakably a demand.
Preferiría que me lo cambiaran por uno nuevo, si es posible.
“I'd prefer you to replace it with a new one, if possible.”
When to use it: When they offer a repair and you want a replacement
What you’ll hear back: Déjeme que lo consulte con el encargado. (Let me check that with the manager.)
Words for this scene
| Spanish | Say it | English |
|---|---|---|
| está en garantía | es-TAH en gah-ran-TEE-ah | it's under warranty |
Todavía está en garantía, lo compré en marzo de este año. It's still under warranty, I bought it in March this year. Tip: Legal warranty in Spain runs three years — say so early. | ||
| ¿Podría hablar con el encargado? | poh-DREE-ah ah-BLAR kon el en-kar-GAH-doh | Could I speak to the manager? |
Si usted no puede autorizarlo, ¿podría hablar con el encargado? If you can't authorise it, could I speak to the manager? Tip: 'Encargado' is the shift manager; 'tu jefe' sounds aggressive. | ||
| la hoja de reclamaciones | lah OH-hah deh reh-klah-mah-thee-OH-nes | the official complaint form |
Si no hay solución, tendré que pedir la hoja de reclamaciones. If there's no solution, I'll have to ask for the complaint form. Tip: Every Spanish shop must legally have one; asking often unlocks flexibility. | ||
Your objective
Say when you bought it and what stopped working, and make your case for a replacement or a refund.
- when you bought it
- what stopped working
- a replacement or a refund
Lines that get it done
- Lo compré hace dos semanas y ha dejado de funcionar.
- Preferiría que me lo cambiaran por uno nuevo, si es posible.
- Todavía está en garantía, lo compré en marzo de este año. · It's still under warranty, I bought it in March this year.
In the live scene the objective stays on screen, and the Replay afterwards says whether you got it done.
Check yourself
1. You bought a speaker two weeks ago and it has stopped working. How do you say it?
- Lo compré hace dos semanas y ha dejado de funcionar.
- Lo compraba hace dos semanas y dejaba de funcionar.
- Lo he comprado hace dos semanas y dejó de funcionar.
- Lo compro hace dos semanas y no funcionaba.
Show the answer
Lo compré hace dos semanas y ha dejado de funcionar.
The purchase is a finished event ('compré'), while the breakdown is fresh news, which Spain marks with 'ha dejado'.
2. They offer a repair, but you want a new one. Which is both polite and correct?
- Preferiría que me lo cambiaran por uno nuevo.
- Prefiero que me lo cambias por uno nuevo.
- Preferiría que me lo cambian por uno nuevo.
- Quiero uno nuevo ahora mismo, por favor.
Show the answer
Preferiría que me lo cambiaran por uno nuevo.
'Preferiría que' needs the past subjunctive 'cambiaran'; the indicative versions are ungrammatical and the last one is blunt.
3. The assistant refuses and says there is nothing they can do. What is your next move?
- Lo entiendo, pero ¿podría hablar con el encargado?
- Vale, pues nada, ya me apaño como pueda.
- Lo entiendo, entonces me lo quedo así, roto.
- No pasa nada, vuelvo el año que viene.
Show the answer
Lo entiendo, pero ¿podría hablar con el encargado?
'Lo entiendo, pero...' acknowledges them and then escalates to the person who can actually authorise it.