Refund Policy Inquiry
A customer is not sure if an item can be returned and asks about the store's refund or return policy, including conditions like time limits and receipt requirements.
Dialogue
Listen and follow along with the conversation
Vocabulary
Essential words and phrases from the dialogue
return policy
The rules a store has for returning items you bought, like time limits and conditions.
exchange
To swap an item for another one of the same value, often a different size or color, instead of getting money back.
receipt
A piece of paper or digital record given by the store that proves you bought something and shows the date and price.
refund
Getting your money back from the store when you return an item.
unworn
Not used or worn at all, like clothes that look new.
tags
Small labels attached to clothing that show size, price, and care instructions; stores often require them for returns.
proof of purchase
Any document or evidence, like a receipt, that shows you bought the item.
store credit
A voucher or amount you can use to buy other things in the same store, instead of getting cash back.
Key Sentences
Important phrases to remember and practice
Excuse me, I bought this shirt yesterday, and it doesn't quite fit. I was wondering what your return policy is?
This polite sentence starts a conversation about a problem with an item. 'I was wondering' is a soft way to ask a question. Use it when inquiring about store rules to sound courteous.
For clothing items, we offer returns or exchanges within 30 days of purchase, as long as the item is unworn, unwashed, and still has its original tags attached.
This explains store conditions for returns. 'As long as' introduces requirements. It's useful for understanding and explaining policies; the structure lists conditions clearly.
Do I need the original receipt for the return?
A direct yes/no question to check a requirement. Simple and practical for asking about necessary documents in shopping situations.
Yes, a valid receipt or proof of purchase is required for all returns and exchanges. Without it, we can only offer store credit at the current selling price.
This states a rule and its consequence. 'Without it' shows what happens if a condition isn't met. Use this pattern to explain policies with alternatives.
What about if I want to exchange it for a different size instead of a full refund?
'What about if' asks about an alternative option. 'Instead of' compares choices. Great for negotiating or exploring options during returns.
An exchange for a different size or color is absolutely fine, as long as we have the item in stock.
'Absolutely fine' means it's completely okay. 'As long as' adds a condition. This reassures the customer and is useful for positive responses in service roles.