English speaking lesson · Shopping & Money
Returning an item
You're at the customer service desk of a shop with something you'd like to return. You practise it as a real conversation, at whichever of the four levels fits you — the room and the steps stay the same, only the words get harder.
A shop's returns desk · you talk to the customer service assistant
Free plan: 10 messages a day. No card needed.
What you have to do
Return an item, explain why, show your proof of purchase, and sort a refund or exchange. You finish the lesson by getting there in conversation — not by answering questions about it. Nothing is corrected while you talk; the corrections are collected and handed to you at the end.
How it opens
Hi there — how can I help you today?
Spoken aloud by the tutor playing the customer service assistant.
The 5 steps that finish it
A step clears when you say the thing that clears it. The steps are identical at all four levels — only the example line fades, and at Natural there is none at all.
- 01
Say what you want
Say hello, and say you'd like to return something.
“Hello! I'd like to return this, please.”
- 02
Give your reason
Explain why you're returning it.
“It's the wrong size.”
- 03
Show your proof
Say whether you have the receipt, and when you bought it.
“Yes, here's my receipt — I bought it last week.”
- 04
Check the details
Check the assistant has the details right.
“Yes, that's right.”
- 05
Refund or exchange
Say whether you want a refund or an exchange, and finish politely.
“Could I get my money back, please? Thanks for your help!”
The words, at all four levels
The same room and the same steps, four vocabularies. These are the words the lesson listens for and scores you on — with what each one means and how it sounds when you are talking to the customer service assistant.
Starter
A1 – A2Simple, everyday words with a full hint on every step.
- return
- to bring something back to a shop
- “I'd like to return this.”
- broken
- damaged and not working
- “It came broken.”
- wrong
- not the right one
- “It's the wrong size.”
- size
- how big or small something is
- “It's the wrong size.”
- receipt
- the paper proving you bought it
- “Here's my receipt.”
- bought
- past form of buy
- “I bought it last week.”
- week
- seven days
- “Last week.”
- money
- cash or funds
- “Could I get my money back?”
- please
- a polite word when you ask
- “A refund, please.”
- thanks
- a short way to say thank you
- “Thanks for your help!”
Conversational
A2 – B1Common words at a natural pace, with hints to lean on.
- refund
- money paid back to you
- “Could I get a refund?”
- exchange
- swapping for a different item
- “Or an exchange, maybe?”
- faulty
- not working properly
- “It arrived faulty.”
- unused
- never used
- “It's completely unused.”
- purchase
- something you bought
- “Here's proof of purchase.”
- online
- done through the internet
- “I bought it online.”
- policy
- the rules a shop follows
- “What's your returns policy?”
- correct
- right, with no mistakes
- “Yes, that's correct.”
- process
- to deal with something officially
- “How long does it take to process?”
- appreciate
- to be grateful for
- “I really appreciate that.”
Confident
B1 – B2Richer, more specific words, with only light hints.
- defective
- made badly or not working as it should
- “The item is defective.”
- warranty
- a promise to repair or replace
- “Is it still under warranty?”
- eligible
- allowed or qualifying for something
- “Is it eligible for a refund?”
- condition
- the state something is in
- “It's in perfect condition.”
- packaging
- the box and wrapping it came in
- “I've kept the original packaging.”
- confirmation
- an official message proving something
- “Here's the order confirmation.”
- credit
- money held for you to spend in the shop
- “Would that be store credit?”
- reimbursed
- paid back for what you spent
- “When would I be reimbursed?”
- sorted
- arranged and settled
- “That's sorted, thanks.”
- appreciate
- to be grateful for
- “I'd appreciate that.”
Natural
B2 – C1Advanced, idiomatic words — no hints at all.
- faulty
- not working properly
- “It was faulty out of the box.”
- goodwill
- kindness beyond what's required
- “Perhaps as a goodwill gesture?”
- discretion
- the freedom to decide for yourself
- “Is that at your discretion?”
- recourse
- the options open to you when something goes wrong
- “What recourse do I have?”
- pristine
- in perfect, untouched condition
- “It's in pristine condition.”
- reimbursement
- money paid back to you
- “How long for reimbursement?”
- hassle
- annoying trouble or difficulty
- “It's been a bit of a hassle.”
- amicably
- in a friendly way
- “Glad we sorted it amicably.”
- obliged
- grateful for a favour
- “Much obliged.”
- sorted
- dealt with and settled
- “Great, we're sorted.”
More Shopping & Money lessons
- Trying clothes on
- Buying a gift
- Collecting an order
- Arranging delivery
- Choosing electronics
- Choosing a phone plan
- Bargaining at a market
- Changing money
- Warranty and repair