On this page
Before you go back to the shop
Try to find your receipt. A paper receipt, an email receipt or the bank card you used can often help. Keep the item clean and, if possible, in its box or bag with the labels on. Many shops have a returns policy printed on the receipt, on a sign near the till, or on their website. It is a good idea to read it first. Different shops have different time limits, so try not to wait too long.
Hi, I bought this here last week.
I have the receipt on my phone.
Could you tell me your returns policy, please?
Going to the right place
In a small shop, you usually go to the main till. In a bigger shop, there may be a sign that says “Customer Service” or “Returns”. If you are not sure, ask any member of staff. You may need to wait in a queue. When it is your turn, smile, say hello and show the item. Speak slowly if you feel nervous. Staff deal with returns every day, so it is a normal request.
Excuse me, where can I return something?
Is this the right queue for returns?
Sorry, could you say that again, please?
Explaining the problem
Keep it short and clear. Say what you bought and why you want to bring it back. Common reasons are: it does not fit, it is the wrong colour, you changed your mind, or it is broken. If something is faulty, show the staff member the problem. You do not need a long story. One or two sentences is usually enough. Stay calm and friendly, even if you feel frustrated.
It doesn’t fit, so I’d like to return it.
It stopped working after two days.
I’m afraid it was already damaged when I opened it.
Refund, exchange or credit note
The staff may offer different options. A refund means you get your money back, often on the same card you used. An exchange means you swap the item for another one, like a different size. A credit note or gift card lets you spend the value in that shop later. You can ask which options are possible. If you prefer one option, say so politely. The shop will tell you what they can do.
Could I exchange this for a medium, please?
Is it possible to get a refund instead?
Can I use this credit note in other branches?
If there is a problem
Sometimes the staff member says no, or you do not understand the reason. Stay polite. You can ask them to explain again, or ask to speak to a manager. You can also ask for the policy in writing. If you feel unsure about your rights, you can look for free consumer advice services later. For now, you do not need to argue. A calm question often works better than a strong complaint.
Could you explain why I can’t return it?
Would it be possible to speak to a manager?
Thank you. I’ll think about it and come back.
Common questions
What if I lost my receipt?
Some shops may still help if you can show the bank card you paid with or an email receipt. Others may only offer an exchange or credit. Just ask politely: “I lost the receipt. Is there anything you can do?”
Can I return something I bought online to the shop?
Some shops let you do this, and some do not. Check the shop’s website or your order email first. You can also ask staff: “I bought this online. Can I return it here?”
What if I feel nervous speaking English?
That is very normal. Write your main sentence on your phone before you go. It is fine to say, “Sorry, my English is not perfect. Please speak slowly.” Most staff will be patient.