Everyday English · Read, listen and speak
Returning a Faulty Item
Explain what is wrong with an item, show a receipt and ask about a replacement or refund.
Your speaking goal
Describe a product problem and check the shop’s proposed solution and next step.
Before you start: Imagine a desk lamp that does not switch on. Use an invented purchase date and receipt.
Your six-step practice plan
- Understand: Read the goal and check the useful phrases.
- Listen or read: Follow both roles. Audio is optional.
- Repeat: Say one short line at a time, then join the words smoothly.
- Change details: Replace two details with imaginary ones.
- Role-play: Read the other person’s question, cover your reply and answer aloud. Then swap roles.
- Review: Use the “I can” checks below. Repeat any part that still needs help.
Work at your own pace. A clear message matters more than copying a particular accent.
Listen, read and notice
Roles: Customer and Shop assistant
Browser-generated English voice; availability and sound vary by device. Use the written dialogue if audio is unavailable.
Customer: Hello. I bought this lamp here yesterday, but it won’t switch on.
Assistant: I’m sorry about that. Do you have the receipt?
Customer: Yes, here it is. Could I have a replacement, please?
Assistant: I’ll check whether we have another one in stock.
Customer: Thank you.
Assistant: We don’t have the same model today. For this purchase, we can offer a refund instead.
Customer: That would be fine. How will I receive the refund?
Assistant: We’ll return the payment to the card you used.
Customer: Will you give me a receipt for the refund?
Assistant: Yes. Here it is.
Customer: Thank you for your help.
Useful phrases and what they do
- It won’t switch on. — Explain that an electrical item does not start when you try to use it.
- Could I have a replacement? — Ask for another item in place of the faulty one.
- Is it in stock? — Ask whether the shop has the item available.
- How will I receive the refund? — Ask how the money will be returned.
Say it clearly
Group the problem: ‘I bought this lamp / yesterday / but it won’t switch on.’ Give the problem clear emphasis. You can sound calm and still make a firm, clear request.
Build your own replies
I bought ___, but ___. Could I have ___? → Let me check the available options.
Ask and check
Do you mean a replacement or a refund? → A refund to your original payment card.
Common mistakes and alternatives
A replacement is another item; a refund is money returned. ‘Faulty’ and ‘defective’ can both describe a product that does not work properly. This shop’s offer is fictional, not a statement of return rights or a universal refund policy.
Check what you understood
Answer aloud before revealing each explanation. Natural replies with the same meaning also count.
Question 1
What problem does the customer report?
Show answer 1 and explanation
The lamp will not switch on. The customer gives both the purchase time and the specific problem.
Question 2
Why does the assistant offer a refund instead of a replacement?
Show answer 2 and explanation
The same model is not in stock today. This is the reason given in the example, not a general rule for shops.
Question 3
You want to know when the money will arrive. Give a suitable question.
Show answer 3 and explanation
‘How long will the refund take?’ or ‘When should I expect the money?’ asks about timing. ‘How will I receive it?’ asks about the method.
Your turn: make it a real exchange
Practise alone: read the other person’s line, cover your reply and answer aloud. Then swap roles. No partner is needed.
Role A
Describe a fictional fault, show an imaginary receipt and ask about a solution. Check how the solution will work.
Role B
Ask for the receipt, check availability and offer a fictional solution. Answer a follow-up question.
Make it easier: Keep the model visible and change one detail at a time.
Add a challenge: You would prefer a replacement. Ask whether another suitable model is available before deciding.
Ready to move on?
Try again with less reading. Use these checks and repeat any part that needs more practice.
- I can describe a product problem clearly.
- I can distinguish a replacement from a refund.
- I can ask a follow-up question about the solution.