Which Spanish phrases matter most here?

“Quiero devolver esto.” (I’d like to return this); “Está roto.” (It’s broken); “La cremallera no cierra.” (The zip won’t close). The full list is above.

Can I hear how they sound?

Yes: press the speaker next to a phrase to hear it, recorded for the Frasa app.

How can I practise this conversation?

Press “Start the conversation” above to play it through and choose your replies, with a note on why some fit better in Spain. Frasa, an iPhone app, lets you save these phrases and rehearse them out loud.

Spanish phrases for taking back a faulty product in Spain

At the counter, say what is wrong: “Está roto”, “No funciona” or “La cremallera no cierra”. The assistant may ask “¿Por qué lo quieres devolver?” and “¿Tienes el ticket de compra?”. Say how soon it broke: “Se rompió a la semana de comprarlo”. Then listen to what the shop offers.

Try it · about two minutes

A week after you bought a bag, the zip stops working, so you take it back and ask what the shop can do.

Sound on: the shop assistant speaks Spanish. You choose what to say back, and Frasa tells you why it works.

How does the conversation usually go?

Shop assistant
¿Te ayudo en algo?
Can I help you with anything?
You
Está roto.
It’s broken.
Shop assistant
¿Por qué lo quieres devolver?
Why do you want to return it?
You
La cremallera no cierra.
The zip won’t close.
Shop assistant
¿Tienes el ticket de compra?
Do you have the receipt?
You
Aquí tienes.
Here you go.
Shop assistant
Todavía está en garantía.
It’s still under guarantee.
You
¿Puedo cambiarlo?
Can I exchange it?
Shop assistant
Lo tenemos que enviar al servicio técnico.
We have to send it off for repair.
You
¿Cuánto tardáis en arreglarlo?
How long does it take you to fix it?
Shop assistant
¿Algo más?
Anything else?
You
No, nada más, gracias.
No, that’s all, thanks.

Which Spanish phrases do you need?

Quiero devolver esto.
I’d like to return this.
Está roto.
It’s broken.
La cremallera no cierra.
The zip won’t close.
Se rompió a la semana de comprarlo.
It broke a week after I bought it.
Es un defecto de fábrica.
It’s a manufacturing defect.
¿Tienes el ticket de compra?
Do you have the receipt?
¿Tiene garantía?
Does it come with a guarantee?
¿Puedo cambiarlo?
Can I exchange it?
Lo tenemos que enviar al servicio técnico.
We have to send it off for repair.
¿Puedo hablar con el encargado?
Can I speak to the manager?

What is worth knowing in Spain?

At the counter

1
Bring the receipt, or have it on your phone.
Do you have the receipt?
2
Say what is wrong, and how soon it went wrong.
It broke a week after I bought it.
3
Listen to what the shop offers. It depends on the shop and the product.
We have to send it off for repair.

Ask about the guarantee

If you aren’t sure the shop will take it back, ask whether it’s still under guarantee. The receipt shows when you bought it.

¿Tiene garantía?

Does it come with a guarantee?

Ask for the person in charge

If the assistant can’t decide, ask to speak to the manager. Stay calm and keep it short: one clear sentence works better than a long explanation.

¿Puedo hablar con el encargado?

Can I speak to the manager?

Questions about this situation

Which Spanish phrases matter most here?: “Quiero devolver esto.” (I’d like to return this); “Está roto.” (It’s broken); “La cremallera no cierra.” (The zip won’t close). The full list is above.
Can I hear how they sound?: Yes: press the speaker next to a phrase to hear it, recorded for the Frasa app.
How can I practise this conversation?: Press “Start the conversation” above to play it through and choose your replies, with a note on why some fit better in Spain. Frasa, an iPhone app, lets you save these phrases and rehearse them out loud.

Related situations in Spanish

All situations in Spanish

Practise these phrases in Frasa

Frasa is an iPhone app for the conversations in front of you. Save phrases like these, rehearse them out loud, and they come back until they stick.

Try free on the App Store (opens the App Store in a new tab)

AI-generated. May be inaccurate.