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Classroom slides
Show these on a projector or TV. Use the arrow keys, or tap the right side of a slide to go forward and the left side to go back. Press ▶ to play the recording, F for full screen and P to play the slide's audio.
Everyday English · Lesson 17 · Basic · A2
Returning something at a shop
Return or exchange something and explain the problem politely.
Welcome, !
Warm-up · talk with a partner
Have you ever taken something back to a shop? What happened?
Key phrase 1 of 8
I'd like to return this, please.
Start politely.
Key phrase 2 of 8
It doesn't work.
Say what's wrong.
Key phrase 3 of 8
It's the wrong size.
Common reason for clothes.
Key phrase 4 of 8
I've got the receipt.
Proof that you bought it.
Key phrase 5 of 8
Can I get a refund?
Your money back.
Key phrase 6 of 8
Could I exchange it for a bigger one?
Swap it for another item.
Key phrase 7 of 8
Can I get store credit instead?
A voucher to spend later in the shop.
Key phrase 8 of 8
I bought it last week.
Say when you bought it.
Conversation
Shop assistant and Hana
Listen to the whole conversation first. Then we go line by line.
Conversation · line 1 of 8
Shop assistant
Hi, how can I help?
Conversation · line 2 of 8
Shop assistant: Hi, how can I help?
Hana
Hi. I'd like to return this kettle, please. It doesn't work.
Conversation · line 3 of 8
Hana: Hi. I'd like to return this kettle, please. It doesn't work.
Shop assistant
Oh, I'm sorry about that. When did you buy it?
Conversation · line 4 of 8
Shop assistant: Oh, I'm sorry about that. When did you buy it?
Hana
Last Thursday. I've got the receipt here.
Conversation · line 5 of 8
Hana: Last Thursday. I've got the receipt here.
Shop assistant
Thanks. Would you like a refund or an exchange?
Conversation · line 6 of 8
Shop assistant: Thanks. Would you like a refund or an exchange?
Hana
Could I exchange it for the same one?
Conversation · line 7 of 8
Hana: Could I exchange it for the same one?
Shop assistant
Sure, let me get you a new one.
Conversation · line 8 of 8
Shop assistant: Sure, let me get you a new one.
Hana
Great, thank you for your help.
Your turn · role-play
Work with a partner
Student A is Shop assistant. Student B is Hana. Read the conversation together, then swap. Then try it again with your own details.
Your turn · say it 1 of 3
I'd like to return this, please.
Say it to your partner, then listen to theirs.
Your turn · say it 2 of 3
It doesn't work.
Say it to your partner, then listen to theirs.
Your turn · say it 3 of 3
Could I exchange it for another one?
Say it to your partner, then listen to theirs.
Quiz · question 1 of 5
What is a 'refund'?
- A Your money back
- B A new item
- C A discount
✓ A: A refund gives you your money back.
Quiz · question 2 of 5
What does 'exchange' mean here?
- A Swap the item for another one
- B Change money
- C Talk about it
✓ A: An exchange swaps one product for another.
Quiz · question 3 of 5
What should you bring when you return something?
- A Your passport
- B The receipt or proof of purchase
- C A friend
✓ B: A receipt or bank statement shows when and where you bought it.
Quiz · question 4 of 5
Choose the polite option.
- A Give me my money.
- B I'd like to return this, please.
- C This is bad.
✓ B: Polite and clear.
Quiz · question 5 of 5
What is 'store credit'?
- A A voucher to spend in that shop
- B A credit card
- C A loan
✓ A: Store credit lets you buy something else later.
Culture talk
How does this work in your country? Tell your partner.
Well done, !
Practise at home
The same lesson, free, no sign-up:
englishcoaching.co/
Free lessons at englishcoaching.co
· englishcoaching.co
Teacher notes
Level: Basic · A2 · Time: about 60 minutes · You need: this page on a screen with sound, and one printed worksheet per learner.
Warm-up (5 minutes)
Show the warm-up slide and ask: "Have you ever taken something back to a shop? What happened?" Learners talk in pairs for two minutes, then a few share with the class.
Three steps
- Key phrases (15 minutes). Show each phrase, press ▶ and let learners listen once, then repeat together, then one by one. Check meaning with the note on the slide: "When would you say this?"
- The conversation (15 minutes). Play the whole conversation once with worksheets face down. Then go line by line while learners fill the gaps in part B of the worksheet. Check answers, then learners read it in pairs.
- Your turn and the quiz (20 minutes). Learners say the "Your turn" sentences with their own details, do the role-play below, then answer the quiz slides in pairs before you press "Show answer". Finish with part D of the worksheet (their own sentences).
Pair work
Student A is Shop assistant and student B is Hana. Pairs read the conversation, swap roles, then turn the worksheet over and do it again from memory, changing the details (names, times, places, prices). Stronger pairs add two lines of their own; newer learners can keep the worksheet in front of them.
Using the audio
- Every phrase and conversation line is recorded with natural AI voices: Shop assistant is read by Josh and Hana by Mel. Press ▶ on a slide or press P.
- Play each phrase twice: once to listen, once for the class to repeat. On the conversation slides, pause after each line so learners can repeat it.
- Test the sound before class. If the internet is slow, open the slides a few minutes early and play the first phrase once.
Culture talk
End by asking learners how this works in their country. It's a natural way to practise the new phrases and to learn from each other.
After class
- Learners can do the full lesson at home, free and with no sign-up: Returning something at a shop. The last slide has a QR code to it.
- Running a course? Print certificates of participation when your group finishes a level.
Printable worksheet
One A4 worksheet per learner: the key phrases and the conversation with gaps, the quiz, and space for their own sentences. The answer key prints on a separate page.
Name: Date:
Everyday English · Lesson 17: Returning something at a shop
Return or exchange something and explain the problem politely.
A. Key phrases: fill the gaps
Word bank: bought · exchange · instead · receipt · refund · return · work · wrong
- I'd like to this, please. (Start politely)
- It doesn't . (Say what's wrong)
- It's the size. (Common reason for clothes)
- I've got the . (Proof that you bought it)
- Can I get a ? (Your money back)
- Could I it for a bigger one? (Swap it for another item)
- Can I get store credit ? (A voucher to spend later in the shop)
- I it last week. (Say when you bought it)
B. Listen to the conversation and fill the gaps
- Shop assistant: Hi, how can I ?
- Hana: Hi. I'd like to return this , please. It doesn't work.
- Shop assistant: Oh, I'm about that. When did you buy it?
- Hana: Last Thursday. I've got the receipt .
- Shop assistant: Thanks. Would you a refund or an exchange?
- Hana: Could I exchange it for the one?
- Shop assistant: Sure, me get you a new one.
- Hana: Great, you for your help.
C. Quick quiz: circle the best answer
What is a 'refund'?
a) Your money backb) A new itemc) A discount
What does 'exchange' mean here?
a) Swap the item for another oneb) Change moneyc) Talk about it
What should you bring when you return something?
a) Your passportb) The receipt or proof of purchasec) A friend
Choose the polite option.
a) Give me my money.b) I'd like to return this, please.c) This is bad.
What is 'store credit'?
a) A voucher to spend in that shopb) A credit cardc) A loan
D. My sentences
Finish these with your own details. Then write two more sentences you can use this week.
- I'd like to return this, please.
- It doesn't work.
- Could I exchange it for another one?
Free lesson with audio: englishcoaching.co/learn-english/everyday-english/returning-something-at-a-shop/ · Free to use with your learners. Please keep the englishcoaching link on printed copies.
Answer key · Lesson 17: Returning something at a shop
A. Key phrases
- I'd like to return this, please.
- It doesn't work.
- It's the wrong size.
- I've got the receipt.
- Can I get a refund?
- Could I exchange it for a bigger one?
- Can I get store credit instead?
- I bought it last week.
B. Conversation gaps
- help
- kettle
- sorry
- here
- like
- same
- let
- thank
C. Quiz
- a) Your money back
- a) Swap the item for another one
- b) The receipt or proof of purchase
- b) I'd like to return this, please.
- a) A voucher to spend in that shop
englishcoaching.co/learn-english/everyday-english/returning-something-at-a-shop/
Free to use with your learners. Please keep the englishcoaching link on printed copies.
Frequently asked questions
How do I teach returning something at a shop to adult English learners?
Start with a warm-up question, present the 8 key phrases with the recorded audio, play the conversation line by line, let learners role-play it with their own details, and finish with the quiz. The teacher notes on this page give timings for a 60-minute class.
What level is this lesson?
Basic level, about CEFR A2. It is lesson 17 of 42 in our free Everyday English course, so you can follow the course week by week or pick the topics your learners need.
Do learners need an account?
No. Learners can do the same lesson at home for free, with no sign-up, at /learn-english/everyday-english/returning-something-at-a-shop/. Their progress is saved only on their own device.
Can I print the worksheet?
Yes. Press 'Print the worksheet' to print it or save it as a PDF on A4 paper. It has the key phrases and the conversation with gaps, the quiz, space for learners' own sentences and an answer key on a separate page.
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