How to say it · Out and about

Asking for a refund

Something broke, didn't fit or you were charged for nothing, and you want your money back. You need to be clear without sounding like you're giving orders.

5 ways to say it

At a shop counter on a rainy day, a woman hands back an inside-out umbrella, a coin with an arrow curving back to her hand.

How firmGentleFirm

Could I get a refund, please?best default I'd like to return thisplain and clear I was hoping to get my money backsoft ask I'd prefer my money back rather than a vouchersay no to credit I'm entitled to a refundknow your rights

Way 1 · best default

Could I get a refund, please?

Clear and polite. Say what's wrong first, then ask. Works at almost any counter.

How firmGentle

ToneNeutral

Use itAnywhere

Examples

It broke the first time I used it. Could I get a refund, please?

The jacket doesn't fit, so could I get a refund, please?

In a conversation

A: Hi there, can I help?
B: Hi, I bought this umbrella yesterday and it's already broken. Could I get a refund, please?

Common mistake

Not: ~~Give me my money back.~~

Say: Could I get a refund, please?

An order makes the assistant defensive. "Could I…" asks for exactly the same thing.

Practice saying this

Next: I'd like to return this

Way 2 · plain and clear

I'd like to return this

Tells them why you're at the counter. They'll usually ask if you want a refund or a swap.

How firmMiddle

ToneNeutral

Use itAnywhere

Examples

Hi, I'd like to return this. It's the wrong size.

I'd like to return these headphones. One side doesn't work.

Common mistake

Not: ~~I want~~ to return ~~it.~~

Say: I'd like to return this.

"I want" sounds blunt to a stranger, almost like an order. "I'd like" is the normal polite form.

Practice saying this

Next: I was hoping to get my money back

Way 3 · soft ask

I was hoping to get my money back

Very gentle. Good when you're not sure you have the right to a refund, so you ask kindly.

How firmVery gentle

ToneNeutral

Use itAnywhere

Examples

I've had to cancel, so I was hoping to get my money back for the class.

I know it's past the date, but I was hoping to get my money back.

In a conversation

A: There's a month's notice on cancellations, I'm afraid.
B: I understand. I'm moving next week, so I was hoping to get my money back for next month.

Practice saying this

Next: I'd prefer my money back rather than a voucher

Way 4 · say no to credit

I'd prefer my money back rather than a voucher

For when they offer a voucher or store credit and you don't want it. Firm but still friendly.

How firmFirm

ToneNeutral

Use itAnywhere

Examples

Thanks, but I'd prefer my money back rather than a voucher, if that's all right.

I don't shop here often, so I'd prefer my money back rather than a voucher.

In a conversation

A: Without a receipt, we can only offer a voucher.
B: I'd prefer my money back rather than a voucher. Would a bank statement help?

Practice saying this

Next: I'm entitled to a refund

Way 5 · know your rights

I'm entitled to a refund

You state your rights. Save it for when polite asking hasn't worked.

How firmVery firm

ToneFormal

Use itAnywhere

Examples

It was faulty when I bought it, so I believe I'm entitled to a refund.

The flight was cancelled, so I'm entitled to a refund, not just a new date.

Common mistake

Not: ~~You must give me my money.~~

Say: It's faulty, so I believe I'm entitled to a refund.

"You must" sounds like a threat. Talking about your rights is firm, calm and harder to argue with.

Practice saying this

Test yourself: which would you say?

Pick the right one

Which would you say?

Read the moment, then choose the way that fits it best.

Now say it out loud

Pick one and practise it in a real conversation. Save the ones you want to remember.

Could I get a refund, please?I'd like to return this I was hoping to get my money back I'd prefer my money back rather than a voucher

Which would you say?

Now say it out loud

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