54 phrases · Levels: A1A2B1B2
Vorrei restituire questo articolo.
I would like to return this item.
Use this as your opening line when approaching the counter to return something. It is polite and direct without being demanding. Works in any shop from a supermarket to a boutique.
Ho lo scontrino.
I have the receipt.
Say this immediately when asked for proof of purchase. Presenting the receipt proactively speeds up the process and signals you are a straightforward customer.
L'articolo è difettoso.
The item is defective.
Use this to explain the reason for the return. A defective item gives you the legal right to a refund or replacement under Italian consumer law, so this phrase carries weight.
Non mi va bene.
It doesn't suit me / It doesn't fit me.
Use when clothes do not fit well or an item is not right for you, without specifying a defect. Good for size or style issues. Less formal than 'non è della taglia giusta'.
Posso avere il rimborso?
Can I have a refund?
Use this when you explicitly want money back rather than an exchange. Ask directly but calmly. Many Italian shops will try to offer a voucher or exchange first.
Quando è l'ultimo giorno per i resi?
What is the last day for returns?
Ask this at the till when buying something you are unsure about, or when you already have an item and want to know how much time you have left. It shows you know your rights.
Vorrei cambiarlo con un altro colore.
I would like to exchange it for a different colour.
When the item itself is fine but the colour is wrong — perhaps a gift that did not match, or you changed your mind at home. This is the easiest return conversation because you are still buying.
È ancora nella confezione originale.
It is still in the original packaging.
State this proactively to strengthen your return claim. Showing the item is unused and in original packaging makes the shop assistant more willing to accept the return and often speeds up the process.
Era un regalo e non è adatto.
It was a gift and it is not suitable.
Use when returning a gift you received. This explains why you may not have the original receipt and why the item was never right for you. Saying it was a gift often softens the assistant's attitude.
Ho cambiato idea.
I changed my mind.
A simple, honest explanation for a return when there is nothing wrong with the item. Use in relaxed, informal shops. In more formal boutiques, a more diplomatic phrase is preferable.
La taglia è sbagliata.
The size is wrong.
Use when the size you bought does not fit. This is probably the most common reason for returning clothing in Italy. Be ready to state what size you actually need.
L'ho acquistato online.
I bought it online.
State this when returning an online purchase at a physical store. EU law gives you 14 days to return online purchases. Mention the order number if you have it.
C'è una macchia che non avevo visto.
There is a stain I had not seen.
Use when you discover a defect at home that was not visible in the shop. The pluperfect 'non avevo visto' establishes that you could not have noticed it before purchase.
Non funziona più.
It no longer works.
Use for electronics, appliances, or any item that has stopped working after purchase. This implies it worked initially, then broke — a clear manufacturing defect claim.
Ho diritto alla garanzia legale.
I am entitled to the legal warranty.
Use when a shop tries to refuse a return on a defective item that is less than two years old. This phrase invokes your legal right and usually changes the tone of the conversation immediately.
Vorrei parlare con il responsabile.
I would like to speak with the manager.
Use as an escalation when the shop assistant cannot or will not resolve your issue. Say it calmly — it is not an aggressive phrase but signals you are serious.
Va bene anche una nota di credito.
A credit note is also fine.
Say this when the shop cannot do a cash or card refund and you are willing to accept store credit. Offering flexibility often resolves a stalled return negotiation.
Posso tenere una copia della ricevuta del reso?
Can I keep a copy of the return receipt?
Always ask for this at the end of a return. The return receipt is your proof that you handed the item back and are owed a refund. Essential if the card refund does not appear.
Quanti giorni ci vogliono per il rimborso?
How many days does the refund take?
Ask this before leaving the shop so you know when to check your bank account. It also holds the shop accountable to a specific timeframe.
Il prodotto non corrisponde alla descrizione.
The product does not match the description.
Use for online purchases where the item received differs from what was advertised. This is a strong legal claim and entitles you to a full refund without needing to prove a manufacturing defect.
Il pacco è arrivato danneggiato.
The package arrived damaged.
Use when a delivery arrives visibly damaged. State this immediately and photograph everything before opening fully. The seller — not the courier — is responsible for delivering the item in good condition.
Ho firmato con riserva.
I signed with reservation (noting possible damage).
Say this when you accepted a suspicious delivery but protected your rights by noting the condition. This phrase will immediately signal to the shop that you are an informed consumer.
Mi hanno spedito l'articolo sbagliato.
They sent me the wrong item.
Use when you receive a completely different item from what you ordered. This is the shop's error, so you are entitled to a free return and correct replacement or a full refund.
Il prodotto è scaduto.
The product is expired.
Use for food, cosmetics, or medicines sold past their expiry date. This is illegal in Italy and should be reported not just returned. Stay calm but firm.
Manca un pezzo.
A piece is missing.
Use for items sold in multiple parts — furniture, appliances, games, model kits. State it immediately and check whether the missing part can be sent separately before deciding to return the whole item.
Voglio aprire un reclamo formale.
I want to open a formal complaint.
Use when informal resolution fails. A formal complaint creates a paper trail and often unlocks faster resolution because shops must respond within a legal timeframe.
Posso avere il numero del servizio clienti?
Can I have the customer service number?
Use when the in-store staff cannot resolve your issue and you need to escalate to central customer service. Also useful for online purchase issues.
Accetto il cambio merce.
I accept the exchange.
Say this when you decide to take an exchange rather than a refund. It confirms your decision and starts the exchange process. Useful when a refund is refused but an exchange is offered.
Posso provarli prima di decidere?
Can I try them on before deciding?
Use when you have been offered replacement items and want to try before accepting. Better to check the replacement fits than to return the replacement as well.
Posso avere lo stesso articolo ma nuovo?
Can I have the same item but new?
Use when you want an identical replacement rather than a different product. Adding 'ma nuovo' clarifies you expect an unopened item, not the display model or another returned item.
Accetterei un rimborso parziale.
I would accept a partial refund.
Use in negotiation when the item has a minor defect and you are willing to keep it at a reduced price. This can be faster than a full return and shows flexibility.
L'ho comprato per errore.
I bought it by mistake.
A simple, honest explanation when you bought the wrong thing. This covers duplicate purchases, pressing the wrong button online, or picking up the wrong item in a rush.
L'articolo non è compatibile.
The item is not compatible.
Use for accessories, cables, software, or parts that do not work with your existing equipment. State what you have at home so the assistant can help find the right product.
Quanto tempo ho per il reso?
How much time do I have for the return?
Ask at the till before you leave the shop or when you first contact customer service. Knowing the window helps you act in time and avoid losing your right to return.
Il prodotto non è come il campione che avevo visto.
The product is not like the sample I had seen.
Use when you bought a product based on a display sample (fabric, tiles, paint, food) and the delivered item differs in colour, texture, or quality. This is a strong legal claim.
Posso spedire il reso per posta?
Can I send the return by post?
Use for online purchases or when the shop is far away. For defective items or wrong deliveries, the seller must pay return shipping. For change-of-mind returns, check the policy.
Rifiuto la riparazione e voglio il rimborso.
I refuse the repair and want a refund.
Under Italian and EU law, if a repair cannot be carried out within a reasonable time (30 days is often cited), or if it would cause significant inconvenience, you can demand a replacement or refund instead.
Non ho più la confezione originale.
I no longer have the original packaging.
Say this proactively if you have disposed of the box. Many shops require original packaging for returns — knowing this upfront saves time. For defective items, packaging is usually not required by law.
Quando accettate i resi?
When do you accept returns?
Ask about both the time window and the opening hours for processing returns. Some shops only handle returns at specific times or with a specific member of staff.
Il reso è gratuito?
Is the return free?
Always ask before returning an item, especially for online purchases. Many Italian retailers charge return shipping fees unless the item is defective or the error was theirs.
Ho pagato in contanti.
I paid in cash.
State this when processing a refund so the shop knows how to pay you back. Cash payments are refunded in cash in Italian shops — they cannot put cash refunds to a card.
Può controllare nel sistema?
Can you check in the system?
Use when you do not have a receipt but believe the shop has a record of your purchase. Many Italian shops keep purchase histories especially for loyalty card holders.
Non è adatto come regalo per quella persona.
It is not suitable as a gift for that person.
A diplomatic way to return a gift without saying you simply do not like it. Shifting the reason to suitability for the recipient is polite and often disarms the shop assistant.
La qualità non è quella che speravo.
The quality is not what I was hoping for.
A tactful phrase for returns where the item is technically not defective but disappoints expectations. It does not accuse the shop of wrongdoing but clearly expresses dissatisfaction.
Me lo hanno regalato due volte.
I was given it as a gift twice.
An honest and charming explanation for a duplicate gift return. Italian staff will often smile at this and be especially helpful.
Preferirei un buono spesa.
I would prefer a shopping voucher.
Use when you plan to shop in the same store again and are happy with store credit. Vouchers are often processed faster than card refunds and avoid waiting for bank processing.
Il prodotto ha cambiato colore dopo il primo lavaggio.
The product changed colour after the first wash.
Use for clothing that fades, bleeds, or changes colour on first wash. This is a manufacturing defect — not normal wear — and entitles you to a full return.
Si è rotto da solo.
It broke on its own.
Use when an item broke without any impact or misuse — a strap snapping, a handle breaking, a zip coming off. 'Da solo' (by itself) implies it was not your fault.
Che documenti servono per il reso?
What documents are needed for the return?
Ask this before arriving at the shop or at the start of a return conversation. Knowing what to bring saves a wasted trip. Requirements vary from shop to shop.
Il prodotto in negozio è diverso da quello online.
The product in the shop is different from the one online.
Use when you bought online expecting an item that matches the website description, but the physical item differs. Also applies if you bought in-store after seeing a product online.
L'articolo non mi sembra sicuro.
The item does not seem safe to me.
Use when you have safety concerns about a product — particularly for children's toys, electrical items, or food products. This is a serious claim that triggers a different response from shops.
Ho la garanzia estesa.
I have the extended warranty.
State this when making a warranty claim on an item that has broken after the standard 2-year legal warranty but within an extended warranty period purchased separately.
Questo non era in saldo quando l'ho comprato.
This was not on sale when I bought it.
Use when a shop claims the item is now on sale and tries to calculate your refund at the sale price rather than the full price you paid. You are entitled to a refund of the price actually paid.
Grazie per la collaborazione.
Thank you for your cooperation.
A polished closing phrase when a return has been resolved — whether it went smoothly or required some negotiation. It leaves a positive impression and acknowledges the staff's help.