Everyday situations
How to return something to a shop
A2
Asking for a refund, exchanging an item, reporting a fault: the phrases you need to return something to a shop.
Quick answer
Returning something to a shop in the UK or the US follows a standard routine: a polite opening, the reason, the receipt, the tag and the time limit. If one of these is missing, the shop often refuses the return or offers store credit instead. Return policies are often generous: many big chains give you 30 days or more, and some give you up to a year. But they are strict about the routine: no receipt, no return. One small word trap: to return already means to bring something back, so don't add back. The verb is to return and the noun is a return.
Step by step
Each step follows a typical conversation. Lines marked “or” are other possible answers, depending on the situation.
1. Going to the customer service desk
Start politely and say what you want to do.
- You
Excuse me, where do I make a return?
- Other person
Customer service is on the first floor.
- You
Hi, is this the right counter for returns?
- Other person
Yes, it is. How can I help you today?
- You
I'd like to return this, please.
orHi, I have a return.
Informal - Other person
Sure. When did you buy it?
- You
I bought it last week.
2. Showing the receipt and the item
Receipt, tag and an item in good condition. Without a receipt, you may get store credit.
- Other person
Do you have the receipt?
- You
Yes, here's the receipt.
orI'm afraid I don't have the receipt.
- Other person
Thanks, that's fine.
orWithout a receipt, we can only offer store credit.
- Other person
Was it bought in the last 30 days?
- You
Yes, last Tuesday.
- Other person
Is the tag still on?
- You
Yes, I haven't worn it.
- Other person
Is the item in its original packaging?
- You
Yes, I've kept the box.
3. Explaining why you are returning it
Keep it short and factual: you don't need a long explanation.
- Other person
What's the reason for the return?
- You
It doesn't fit.
orIt's not what I expected.
orIt's faulty.
orIt's broken.
orIt doesn't match the description online.
orI bought it by mistake.
orIt was a gift but I already have one.
orI changed my mind.
- Other person
OK, no problem.
4. Choosing a refund or an exchange
A refund is your money back, an exchange is another item, and store credit is money for that shop.
- Other person
Would you like a refund or an exchange?
- You
A refund, please.
orAn exchange, please. Could I swap it for a different size?
orCould I get store credit instead?
- Other person
The refund will go back on the original card.
orCash refunds aren't possible after 14 days, so it'll go back on your card.
- You
How long will it take?
- Other person
It'll appear in 3 to 5 working days.
5. Special cases: faulty items, online orders, warranties
Faulty items, Amazon returns and warranties each have their own rules.
- You
This is faulty. I'd like a full refund.
- Other person
I'm sorry about that. Let me have a look.
- You
Is it still under warranty?
- Other person
Yes, it's covered by the manufacturer's warranty.
orI'm afraid the warranty has expired.
- You
I bought it online, can I return it in store?
- Other person
Yes, as long as you have the order confirmation.
orNo, I'm afraid online orders have to be sent back by post.
- You
How do I return an Amazon order?
- Other person
Use the return label included in the package.
orYou can print a return label from your account.
- You
I'd like to file a complaint.
→ Use this when you think the shop is wrongly refusing your return.orCould I speak to a manager, please?
Formal - Other person
Of course, one moment.
6. When the shop says no
Sometimes the return is refused. Stay calm and look for another solution.
- Other person
I'm afraid this item can't be returned.
orFinal sale items are non-refundable.
orIt's past the 30-day return window.
- You
I see. What can I do?
→ A calm question like this often leads to another solution. - Other person
I can offer you store credit instead.
- You
Could you make an exception?
orIs there any way I can resolve this?
orCould I speak to a manager?
- Other person
I'm sorry, I can't make an exception.
- You
Could you direct me to the manufacturer?
- Other person
Yes, their contact details are in the box.
Useful vocabulary
Types of return
- a returntaking an item back to the shop
- a refundmoney given back to you
- an exchange / a swapone item for another
- store credit / a vouchermoney to spend in that shop
- a partial refundonly part of your money back
- a full refundall your money back
- a chargebackyour bank cancels the card payment
- a complainttelling someone you are not happy
Condition of the item
- unused / unwornnever used / never put on
- in original packagingstill in the box it came in
- tag still attachedthe label is still on
- faulty / defectivenot working as it should
- damagedharmed, for example scratched or dented
- brokenin pieces or not working
- missing partssome pieces are not there
- unopenedthe box is still sealed
Documents and proof
- a receipt / proof of purchasepaper that shows you paid
- an order numberthe reference for an online order
- a return labela sticker for sending a parcel back
- a tracking numbera code to follow your parcel
- a warrantythe maker's promise to repair it
- a guaranteea promise that it will work
- an invoicea document listing what you must pay
- a confirmation emailan email that proves your order
Key policy words
- a return policya shop's rules for taking items back
- a return windowthe time you have to bring it back
- non-refundable / non-returnableyou cannot get your money back
- final salea sale item you can't bring back
- restocking feea fee for putting an item back on sale
- a chargebackyour bank cancels the card payment
- consumer rightsthe legal protections of buyers
- a cooling-off periodtime to change your mind and cancel
UK vs US: what changes
| You want to say… | UK | US |
|---|---|---|
| Help desk for buyers | Customer service / customer services | Customer service |
| Place where you pay | The till / the counter | The register / the counter |
| Legal time to cancel an online order | 14 days to change your mind (online orders) | Varies by retailer (often 30 days) |
| Legal protection for faulty items | 6 years (England/Wales), 5 years (Scotland) | Varies by State + manufacturer |
| Sticker for sending a parcel back | A return label | A return label / a shipping label |
| Shop money instead of a refund | A gift card / store credit | Store credit / a credit slip |
Common mistakes to avoid
1. Return it back ❌
To return already means to bring something back, so you don't need back. ✓ I'd like to return this shirt. ✗ I'd like to return back this shirt. And the coins the cashier gives you when you pay too much are your change, not a return: Could I have my change, please?
2. No receipt, no return
In shops in the UK and the US, the receipt is almost always required. Without a receipt: 1) the shop refuses the return, or 2) it gives you store credit for the item's lowest sale price. Keep the receipt until you are 100% sure about the item. Take a photo of it too, because some paper receipts fade.
3. Removing the tag too early ❌
For clothes, the tag must stay on until you return the item. Once you take the tag off, the shop usually refuses the return, because it thinks you have worn it. In the fitting room, try clothes on with the tag still on. At home, take it off only when you are sure you want to keep the item: after that, you can't return it.
4. Final sale = no return
On some sale or clearance items, the tag or the receipt says final sale, non-refundable or all sales are final. This means that you cannot return it, even with the receipt and the tag. Check before you buy, especially in the sales and in discount shops (TK Maxx in the UK, Marshalls in the US).
5. I want my money back ❌ (too direct)
This phrase sounds aggressive in English. Say I'd like a refund, please: it is polite and clear. To insist without being rude: Given the circumstances, I'd like a full refund. Being polite makes the shop more likely to say yes, especially in difficult cases.
Practice quiz
Related pages: Returning a product
Pages on a similar topic or with a similar use, so you can keep exploring.
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Frequently asked questions
How do you return something to a shop in English?+
Start with Hi, I'd like to return this, please. The shop assistant will ask Do you have the receipt? and Is the tag still on?, and check that you are within the time limit. If everything is fine: Would you like a refund or an exchange? A refund is your money back, an exchange is a different item, and store credit is money you can spend only in that shop.
Can you return something without a receipt?+
Without a receipt, two things can happen. 1) The shop refuses the return. 2) The shop gives you store credit for the item's lowest sale price. Sometimes the card you paid with can prove that you bought it (at Apple or Costco, for example). Always keep the receipt, or the confirmation email for online orders.
How long do you have to return an item in the UK?+
14 to 30 days is the usual time limit. In the UK, the law gives you 14 days to change your mind about an online order (the cooling-off period, from the Consumer Contracts Regulations 2013). You also have 30 days to reject a faulty item (Consumer Rights Act 2015). In the US, it depends on the shop: Amazon 30 days, Apple 14, Costco often with no limit. Always check the return policy before you buy.
How do you say a product is faulty in English?+
Say It's faulty or It's defective (both work). To be more precise: It's broken, It's damaged, It doesn't work or Some parts are missing. In the UK, the law (consumer rights) says the shop must refund, repair or replace a faulty item. In the US, the rules depend on the shop and the state.
How do you return an Amazon order?+
Four steps. 1) Online: Your Orders, then Return or Replace Items. 2) Choose the reason (didn't fit, defective, and so on). 3) Print the return label or use the QR code. 4) Take the parcel to a drop-off point or the post office. Amazon usually refunds you 3 to 5 days after the parcel arrives.
What can you do if a shop refuses a return?+
You have four options. 1) Ask to speak to the manager: Could I speak to a manager, please? 2) Mention your consumer rights (in the UK, the Consumer Rights Act 2015). 3) Ask for the refusal in writing. 4) If you paid by card, ask your bank for a chargeback (the bank can cancel the payment).
Updated on 12 November 2026 by the Big Challenge teaching team. Every year, more than 500,000 students across Europe take part in our English contest, created in 1999. Our teaching approach →
The Big Challenge · Updated on 12 November 2026 · Source: www.thebigchallenge.com/bl/academy/learn-english/situations/returning-a-product
© The Big Challenge. Copying allowed for classroom use. Every year, more than 500,000 students across Europe take part in our English contest, created in 1999.