About this lesson and its scene

Present an item and receipt, state the observable problem, ask about the store's return or exchange process, and understand the decision.

12 minShopping & ServicessituationPublished Updated
At the Kotoba Market service counter, Leo shows a blank receipt and the separated buckle on one navy backpack while staff ask about date, condition, and proof before offering a same-item exchange example.

To ask a store about a purchase problem, bring the item and receipt and say 返品できますか (“Can I return it?”) or 交換できますか (“Can I exchange it?”). State the observable problem, when and where you bought it, and whether it was used or opened. Then listen for the store’s actual decision and required next step.

Key phrase 返品できますか Can I return it? Open the card above ↑

Manga scene · Read from right to leftRead from top to bottom

Present the purchase facts

Kotoba Market service counter
  1. Leo makes a broad request with one navy backpack and no receipt visible while the service employee listens without approving or refusing.

    Leo arrives with a product but no receipt and says only that he does not like it.

    Leo

    返品してください。

    Please return it.

  2. The employee presents purchase-calendar, opened-condition, and receipt-proof question cards while Leo checks the backpack and his pockets.

    The staff member asks when it was purchased, whether it was opened, and whether proof of purchase exists.

    Staff

    レシートはありますか。

    Do you have the receipt?

  3. Leo shows exactly one blank receipt and points to the harmless separated backpack buckle while the employee examines the observable part.

    Leo presents the receipt and points to a broken part without adding a legal conclusion.

    Leo

    昨日買いました。ここが壊れています。

    I bought it yesterday. This part is broken.

  4. The employee offers this example's same-backpack exchange board and later collection tab, which Leo repeats; no physical replacement or refund appears.

    He repeats the offered exchange process and collection date.

    Leo

    同じ商品と交換して、金曜日に受け取ります。

    It will be exchanged for the same item, and I collect it Friday.

Dialogue remains selectable HTML. The illustrations contain no dependable generated text.

Present the item and proof of purchase

Open the request
JapaneseRomajiMeaningUse
henpin dekimasu kaCan I return it?Ask about a return
kōkan dekimasu kaCan I exchange it?Ask about an exchange
reshīto ga arimasuI have the receiptPresent proof of purchase
kinō, kono mise de kaimashitaI bought it at this store yesterdayGive date and place

If the receipt is missing, ask ほかの購入証明でもいいですか (“Is another proof of purchase acceptable?”). Do not assume a card statement, app history, gift receipt, or packaging will be accepted.

Describe the item condition precisely

Observable condition
JapaneseRomajiMeaningUse
koko ga kowarete imasuThis part is brokenPoint to visible damage
chūmon shita iro to chigaimasuIt is a different color from the one orderedCompare with order evidence
mada akete imasenI have not opened itState unopened condition
ichido tsukaimashitaI used it onceState use honestly

Avoid broad claims such as 不良品です unless the store has identified it that way. Photos of the package at arrival, serial number, and order details can support a factual explanation.

Understand the store’s answer

Possible decisions
JapaneseRomajiMeaningUse
henpin dekimasuIt can be returnedAsk about refund method and timing
kōkan nomi desuExchange onlyNo return is offered in this answer
mēkā ni kakunin shimasuWe will check with the manufacturerA review step, not final approval
henpin dekimasenIt cannot be returnedAsk for the policy or another official contact

Repeat the exact outcome: refund, same-item exchange, repair check, manufacturer referral, or refusal. Do not translate 確認します as “approved.”

Confirm money, timing, and handoff

Complete the next step
JapaneseRomajiMeaningUse
henkin wa dō narimasu kaHow will the refund be handled?Ask method and timing
itsu uketoremasu kaWhen can I collect it?For an exchange or repair
shōhin o koko ni azukemasu kaDo I leave the item here?Confirm custody
uketsuke no hikae o onegai shimasuA copy of the service receipt, pleaseKeep the reference

A store’s voluntary return policy and a legal cancellation right are not the same. The Consumer Affairs Agency’s current cooling-off guide distinguishes transaction types and does not treat ordinary in-store shopping or mail order as covered by cooling-off. Other cancellation, return, defect, or contract rules may still differ by the actual facts. This lesson cannot determine which legal right applies.

If you believe the explanation is misleading or cannot resolve a serious dispute, keep the item, receipt, advertising, messages, and service-counter record. Use the Consumer Affairs Agency’s Consumer Hotline 188 or a qualified adviser rather than arguing from a memorized phrase.

Leave the return counter knowing the outcome

  • Bring the item and proof of purchase.
  • Describe condition and use without exaggeration.
  • Repeat the store’s exact decision.
  • Keep the handoff record and separate policy from legal advice.

Prepare the purchase evidence before a service problem

The convenience-store lesson builds short checkout listening; this lesson adds proof of purchase, condition, and policy. If the item is missing rather than defective, switch to a lost-item report instead of forcing return language onto the problem.

Street Check · 1–3 minutes

Try the real-world task

Ask for a return or exchange under the store's current policy.

Ready means:

  • I can present the item and receipt.
  • I can state the problem without exaggeration.
  • I can understand return, exchange, refusal, or another next step.
Choose your next step

Build the route

Before this lesson

Stay with the purchase

Continue this shopping task