Returning Items

Useful vocabulary and phrases

It is….


It has a…


Returning it

I want to return thisI want my money back
I want to exchange thisI want a refund
I want to swap this for …

You need the…

receiptoriginal packaging
original boxproof of purchase

Customer Rights

It has a (6 month) warrantyIt’s not what you advertised
It has a (2 year) guaranteeThat’s false advertising
It’s guaranteed for (2 years)

Not money, but…

store creditcompensation
gift vouchers


Dialogue 1

“Good afternoon, how can I help you?”
“Hi. I bought this DVD from you yesterday, but there’s a scratch on it and my machine won’t read it.”
“Oh, OK. Do you have a receipt?”
“Right here.”
“OK, we can exchange it for another if you would like.”
“Yes please.”

Dialogue 2

“Hello. How may I be of assistance?”
“Yes, hi. I’d like to return this book I bought from here this morning.”
“What seems to be the problem with it?”
“Well, the outside looks fine, but inside there is a coffee stain on some of the pages, and some of the corners are folded. I don’t think this is a new book.”
“I’m dreadfully sorry about that. Please, let me give you a refund.”
“Thank you.”

Dialogue 3

“Excuse me, but I bought this shirt from you yesterday, and when I got home I saw it had a stain on the back.”
“I’m sorry to hear that. Do you have a receipt for it?”
“Yes, here.”
“I’m afraid our shop doesn’t do refunds, but we can swap it for another, or give you store credit.”
“I would prefer my money back.”
“I’m sorry, no refunds is store policy. My hands are tied.”
“I guess I don’t have a choice then. Well, give me the store credit. Maybe somebody else can use it.”