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Unit 8 · Shopping Lesson 47 7 min Premium in the app

Returns, exchanges and after-sales help

Ask about return policy, exchange policy, product defects, warranty, refund, and what to do if the item does not work. A shopping mall in Shenzhen. The power bank you bought yesterday won't charge, and you still have the receipt.

退换

Key phrases

The 6 phrases this lesson is built around, with the words that make them up. Tap ▶ to listen, or the turtle to hear it slowly.

  • 您好，我想退货。

    Nínhǎo, wǒ xiǎng tuìhuò.

    Hello, I would like to return this item.

    • 您好Nínhǎo
    • 我wǒ
    • 想xiǎng
    • 退货tuìhuò

  • 您好，我想换货。

    Nínhǎo, wǒ xiǎng huànhuò.

    Hello, I would like to exchange this item.

    • 您好Nínhǎo
    • 我wǒ
    • 想xiǎng
    • 换货huànhuò

  • 我有小票。

    Wǒ yǒu xiǎopiào.

    I have the printed receipt.

    • 我Wǒ
    • 有yǒu
    • 小票xiǎopiào

  • 这个好像坏了。

    Zhège hǎoxiàng huài le.

    This seems to be broken.

    • 这个Zhège
    • 好像hǎoxiàng
    • 坏huài
    • 了le

  • 可以换一个新的吗？

    Kěyǐ huàn yí ge xīn de ma?

    Can I exchange it for a new one?

    • 可以Kěyǐ
    • 换huàn
    • 一yí
    • 个ge
    • 新xīn
    • 的de
    • 吗ma

  • 可以退款吗？

    Kěyǐ tuìkuǎn ma?

    Can I get a refund?

    • 可以Kěyǐ
    • 退款tuìkuǎn
    • 吗ma

More phrases for this situation

Every other phrase from the lesson: 17 in all.

  • 这个可以退吗？

    Zhège kěyǐ tuì ma?

    Can this be returned?

  • 这个可以换吗？

    Zhège kěyǐ huàn ma?

    Can this be exchanged?

  • 退换货政策是什么？

    Tuìhuànhuò zhèngcè shì shénme?

    What is the return and exchange policy?

  • 需要小票吗？

    Xūyào xiǎopiào ma?

    Do I need the printed receipt?

  • 我昨天在这里买的。

    Wǒ zuótiān zài zhèlǐ mǎi de.

    I bought it here yesterday.

  • 这个商品有问题。

    Zhège shāngpǐn yǒu wèntí.

    There is a problem with this product.

  • 这个不能用。

    Zhège bù néng yòng.

    This does not work.

  • 这个尺码不合适。

    Zhège chǐmǎ bù héshì.

    This size does not fit.

  • 颜色不太对。

    Yánsè bú tài duì.

    The color is not quite right.

  • 可以换成别的尺码吗？

    Kěyǐ huàn chéng bié de chǐmǎ ma?

    Can I exchange it for another size?

  • 可以换成别的颜色吗？

    Kěyǐ huàn chéng bié de yánsè ma?

    Can I exchange it for another color?

  • 退款会退到原支付方式吗？

    Tuìkuǎn huì tuì dào yuán zhīfù fāngshì ma?

    Will the refund go back to the original payment method?

  • 这个有保修吗？

    Zhège yǒu bǎoxiū ma?

    Does this have a warranty?

  • 售后服务在哪里？

    Shòuhòu fúwù zài nǎlǐ?

    Where is the after-sales service desk?

  • 可以请经理过来一下吗？

    Kěyǐ qǐng jīnglǐ guòlái yíxià ma?

    Could you ask the manager to come over?

  • 请帮我写下来。

    Qǐng bāng wǒ xiě xiàlái.

    Please write it down for me.

  • 谢谢您的帮助。

    Xièxie nín de bāngzhù.

    Thank you for your help.

What you’ll hear, and how to answer

Staff won’t follow your script. These are things they are likely to say here, with a reply that works.

  1. Staff

    您好，这个怎么了？

    Nín hǎo, zhège zěnme le?

    Hello, what's the problem with it?

    You

    这个好像坏了。

    Zhège hǎoxiàng huài le.

    This seems to be broken.

  2. Staff

    七天内可以换新的。

    Qī tiān nèi kěyǐ huàn xīn de.

    Within seven days we can swap it for a new one.

    You

    可以退款吗？

    Kěyǐ tuìkuǎn ma?

    Can I get a refund?

Play the scene

A shopping mall in Shenzhen. The power bank you bought yesterday won't charge, and you still have the receipt.

深圳·购物中心 · A Shenzhen shopping centre

  1. Staff

    您好，这个怎么了？

    Nín hǎo, zhège zěnme le?

    Hello, what's the problem with it?

  2. You

    这个好像坏了。

    Zhège hǎoxiàng huài le.

    This seems to be broken.

  3. Staff

    有小票吗？

    Yǒu xiǎopiào ma?

    Do you have the receipt?

  4. You

    我有小票。

    Wǒ yǒu xiǎopiào.

    I have the printed receipt.

  5. Staff

    七天内可以换新的。

    Qī tiān nèi kěyǐ huàn xīn de.

    Within seven days we can swap it for a new one.

  6. You

    可以退款吗？

    Kěyǐ tuìkuǎn ma?

    Can I get a refund?

  7. Staff

    退款要去售后服务台。

    Tuìkuǎn yào qù shòuhòu fúwùtái.

    Refunds go through the after-sales desk.

  8. You

    售后服务在哪里？

    Shòuhòu fúwù zài nǎlǐ?

    Where is the after-sales service desk?

Culture tip

Original payment method

Refunds may return to the original payment method. Ask 退款会退到原支付方式吗？

How do you say “I would like to return this item”?

Show the answer

我想退货。

Go deeper

Background for this situation: key words, what to expect and a few more short dialogues.

Key Terms

退货 To return an item to the store. This usually means you do not want the item and want your money back.

您好，我想退货。 Nínhǎo, wǒ xiǎng tuìhuò. Hello, I would like to return this item.

换货 To exchange an item for another one. This may be for a different size, color, or a new replacement.

您好，我想换货。 Nínhǎo, wǒ xiǎng huànhuò. Hello, I would like to exchange this item.

退款 A refund. The money may go back to the original payment method, such as card, Alipay, or WeChat Pay.

可以退款吗？ Kěyǐ tuìkuǎn ma? Can I get a refund?

小票 A printed receipt. Many stores require it for returns, exchanges, warranty, or after-sales service.

我有小票。 Wǒ yǒu xiǎopiào. I have the printed receipt.

保修 Warranty. This means the seller or manufacturer may repair or replace the product within a certain period.

这个有保修吗？ Zhège yǒu bǎoxiū ma? Does this have a warranty?

售后服务 After-sales service. This can include repair, exchange, refund processing, or customer support after purchase.

售后服务在哪里？ Shòuhòu fúwù zài nǎlǐ? Where is the after-sales service desk?

Return and Exchange Flow

Step 1: State your goal

Start with 我想退货 if you want to return it, or 我想换货 if you want to exchange it.

Step 2: Ask the policy

Ask 退换货政策是什么？ Stores may have limits on time, condition, packaging, tags, and receipt.

Step 3: Show proof of purchase

Say 我有小票 or 我昨天在这里买的. The receipt and original payment record can help.

Step 4: Explain the problem

Use clear phrases like 这个商品有问题, 这个不能用, 这个尺码不合适, or 颜色不太对.

Step 5: Ask for a solution

Ask for a refund, exchange for a new one, another size, another color, warranty, or after-sales service.

Useful Return and Exchange Patterns

我想…… Use this to clearly state what you want to do.

我想换货。 Wǒ xiǎng huànhuò. I would like to exchange this item.

这个可以……吗？ Use this to ask whether a return, exchange, or refund is possible.

这个可以退吗？ Zhège kěyǐ tuì ma? Can this be returned?

这个……不合适 Use this to explain that something is not suitable, such as the size or color.

这个尺码不合适。 Zhège chǐmǎ bù héshì. This size does not fit.

可以换成……吗？ Use this to ask to exchange the item for another size, color, or model.

可以换成别的尺码吗？ Kěyǐ huàn chéng bié de chǐmǎ ma? Can I exchange it for another size?

Common Product Problems

Broken or not working

Use 这个好像坏了 or 这个不能用. For electronics, ask about warranty or after-sales service.

Wrong size

Use 这个尺码不合适 and ask 可以换成别的尺码吗？

Wrong color

Use 颜色不太对 and ask 可以换成别的颜色吗？

Refund and Warranty Tips

Original payment method

Refunds may return to the original payment method. Ask 退款会退到原支付方式吗？

Warranty period

For electronics or expensive items, ask whether there is a warranty and how long it lasts.

After-sales desk

Large malls or electronics stores may have a dedicated after-sales service desk.

Interactive Scenarios

Returning an item

  • Traveler您好，我想退货。

    Nínhǎo, wǒ xiǎng tuìhuò.

    Hello, I would like to return this item.

  • Traveler我有小票。

    Wǒ yǒu xiǎopiào.

    I have the printed receipt.

  • Traveler可以退款吗？

    Kěyǐ tuìkuǎn ma?

    Can I get a refund?

Exchanging for another size

  • Traveler您好，我想换货。

    Nínhǎo, wǒ xiǎng huànhuò.

    Hello, I would like to exchange this item.

  • Traveler这个尺码不合适。

    Zhège chǐmǎ bù héshì.

    This size does not fit.

  • Traveler可以换成别的尺码吗？

    Kěyǐ huàn chéng bié de chǐmǎ ma?

    Can I exchange it for another size?

Product does not work

  • Traveler这个商品有问题。

    Zhège shāngpǐn yǒu wèntí.

    There is a problem with this product.

  • Traveler这个不能用。

    Zhège bù néng yòng.

    This does not work.

  • Traveler这个有保修吗？

    Zhège yǒu bǎoxiū ma?

    Does this have a warranty?

Mini Quiz

How do you say “I would like to return this item”?
  • 我想退货。 ✓ Answer
  • 我想买这个。
  • 我想加菜。
Which phrase means “This does not work”?
  • 这个不能用。 ✓ Answer
  • 这个有折扣吗？
  • 这个正合适。
What do you say to exchange for another size?
  • 可以换成别的尺码吗？ ✓ Answer
  • 可以开发票吗？
  • 可以扫码付款吗？
Which phrase asks whether the item has a warranty?
  • 这个有保修吗？ ✓ Answer
  • 这个有货吗？
  • 这个有我的尺码吗？