Retail English 5 — Returns & Exchanges Vocabulary AE

Handling returns and exchanges is one of the most language-intensive parts of retail work — this exercise covers the key terms.

Vocabulary in context

Returns and exchanges require careful language. The customer is often disappointed, occasionally frustrated, and sometimes wrong about what your policy actually covers. Getting the right vocabulary lets you handle these conversations efficiently and professionally, without escalating a situation that doesn't need to be escalated.

Ready to practice! Let's go!
Fill in each blank with the correct word from the list:

receipt
store credit
exchange
defective
return policy
original packaging
full refund
proof of purchase
restocking fee
receipt
1. Do you have your with you? We need it to process the return.

2. I'd like to this for a different size — I kept the tags on.

3. The item is — the zip broke on the first day I wore it.

4. If you don't have the receipt, we can offer instead of a cash refund.

5. Our is 28 days with receipt — after that, we can only offer an exchange.

6. You'll need to bring it back in the for us to process the refund.

7. Since the item is faulty, we'll give you a — no questions asked.

8. We need some form of — a bank statement or order confirmation will do.

9. There's a 15% on opened electronics — it covers the cost of repackaging.

More exercises like this Retail English 4 — Payment & Checkout Vocabulary Retail English 6 — Stock & Inventory Vocabulary Browse all Retail exercises →
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