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Before you go back to the shop
Find your receipt if you can. A paper receipt, an email receipt, or your card statement may help. Bring the item and the box or tags if you still have them. Many shops have a returns policy. It is often printed on the receipt, on a sign near the counter, or on the shop's website. Every shop is different, so it is fine to ask. If you are not sure what you want, think about it first. Do you want your money back, a different size, or a new item that works?
Hi, I bought this here last week.
I still have the receipt.
Can you tell me about your returns policy?
Explaining the problem
Go to the counter or ask any staff member. Many larger shops have a customer service desk. Keep your explanation short and clear. Say what you bought and what is wrong. You do not need a long story. Staff usually want to help you quickly. If the item is faulty, say that it stopped working or that it was broken when you opened it. If you simply changed your mind, it is honest to say so. Some shops accept this, and some do not.
This stopped working after a few days.
It was damaged when I opened the box.
It's the wrong size. Could I swap it?
Asking for what you want
After you explain, say clearly what you would like. Common options are a refund, an exchange for another item, a repair, or store credit. Store credit means you can spend that amount in the shop later. Staff may offer you one option first. You can ask politely if another option is possible. Speak calmly and use please and thank you. A friendly tone usually works well in New Zealand.
Would it be possible to get a refund?
Could I exchange it for a different one?
Is store credit the only option?
If the answer is no
Sometimes staff say they cannot help. Stay calm. Ask them to explain why. You can also ask to speak to a manager or a supervisor. This is normal and polite if you ask nicely. If you still feel unsure, you can say you will think about it and come back later. It is okay to leave and look up more information. Many people find it helps to write down the name of the person they spoke to and the day.
Could you explain why that's not possible?
Is there a manager I could speak to, please?
Okay, thank you. I'll think about it and come back.
Finishing at the counter
If the shop agrees, they may scan the item, ask for your card, or ask you to sign something. Listen carefully and ask them to repeat if you did not understand. It is fine to say your English is still improving. If you get money back, ask how it will come back to you and when. Keep any new receipt or paperwork. Then say thank you. A short, warm goodbye is very normal here.
Sorry, could you say that again more slowly?
How will the money come back to me?
Thanks so much for your help. Have a good day.
Common questions
What if I lost my receipt?
Ask anyway. Some shops can find your purchase another way, for example with the card you paid with or an email receipt. Say: "I lost my receipt, but I paid by card. Can you still help?" The answer depends on the shop.
Can I return something because I changed my mind?
Some shops allow this and some do not. It often depends on the shop's own policy. It is fine to ask politely: "I changed my mind. Do you accept returns for that?"
Do I need to bring the box and tags?
It usually helps. Many shops prefer the item in good condition with its packaging. If you do not have it, still go and ask. Explain honestly and see what they can offer.