Shopping, money and complaints
Compare prices, ask about returns, pay in different ways and make a polite complaint about a product.
In this lesson you will
- Talk about prices, discounts and payment
- Return or exchange an item
- Make a polite complaint
Learn
Prices and deals: It’s on sale. There’s 20% off. It’s a bargain! That’s a bit expensive — do you have anything cheaper? Buy one, get one free.
Paying: Can I pay by card / contactless / in cash? Do you take mobile payments? Can I have a receipt?
Returns: I’d like to return this. Can I exchange it for a smaller size? Can I get a refund? Do you have the receipt?
Polite complaints: start politely, explain the problem, say what you want: Excuse me, I bought this yesterday and it doesn’t work. I’d like a refund, please.
Examples
- Are these shoes on sale?
- I’d like to exchange this shirt — it’s too small.
- I’m afraid this is broken. Could I have a refund?
- Do you take cards?
Vocabulary
on sale
at a lower price than usual
bargain
something cheap and good value
refund
money given back
exchange
swap for something else
receipt
paper that shows what you paid
In real life
Returning an item.
Audio isn’t available in this browser — read the transcript instead.
Customer: Excuse me, I bought these headphones last week, but the left side doesn’t work.
Assistant: I’m sorry to hear that. Do you have the receipt?
Customer: Yes, here it is.
Assistant: Would you like an exchange or a refund?
Customer: A refund, please.
Assistant: No problem. It’ll go back onto your card in three to five days.
Practice
Something cheap and good is a…
Speaking
Role-play: you bought a coat that has a broken zip. Go back to the shop, explain the problem politely and ask for an exchange or refund.
Writing
Write a polite complaint email to an online shop about an item that arrived damaged (70–90 words).
- ☐ What you bought and when
- ☐ The problem
- ☐ What you want: refund/exchange
- ☐ Polite closing
Lesson quiz
“20% off” means…
Review
Key points
- Prices: on sale, % off, bargain.
- Pay by card / in cash; receipt.
- Return, exchange, refund.
- Polite complaint: problem + request.
What you learned
- ✓ I can shop and pay.
- ✓ I can return or exchange items.
- ✓ I can complain politely.