Buying clothes and electronics, paying and returning items

Terms used

• Ticket regalo — The ticket regalo is a gift receipt that shows the item but not its price, so the recipient can exchange it.
• Factura — The factura is a full invoice with your details, which the business must issue when you ask.
• Vale — The vale is a store voucher given instead of a cash refund.
• Garantía comercial — The garantía comercial is an optional extra guarantee from the maker or shop that does not replace the legal one.
• NIF — The NIF is the Spanish tax identification number.
• NIE — The NIE is the identification number given to foreigners in Spain.

Key rules

• Returns: There is no general legal right to return non-defective goods bought in a shop, so any return is the shop's own policy, often 15 to 30 days with the ticket.
• Legal guarantee: Faulty new goods, including electronics, are covered by a legal guarantee of 3 years from delivery.
• Invoice: Ask for a factura at the till, because the ticket leaves out your details.
• Gift ticket: A ticket regalo usually gets an exchange or voucher, not cash.

Sizes: try everything on

Sizes vary by brand, so try clothes and shoes on. Clothes use letters (XS, S, M, L, XL) or EU numbers (women's 36, 38, 40, 42; men's suits 46 to 54). Shoes use EU numbers, called "número".

Rough conversions for women's clothes: EU 36 is about UK 8, EU 38 about UK 10, EU 40 about UK 12. For shoes: EU 37 is about UK 4, EU 40 about UK 6.5 to 7, EU 42 about UK 8, EU 43 about UK 9, EU 45 about UK 10 to 11. US men's shoes run about a size above UK.

Phrases for the shop floor:

• "¿Me lo puedo probar?" asks to try it on.
• "¿Dónde está el probador?" asks where the fitting room is.
• "¿Cuántas prendas puedo llevar al probador?" asks how many items you can take in.
• "¿Tienes esto en una talla más grande / más pequeña?" asks for another size.
• "¿Lo tenéis en la talla 40 / en otro color?" asks for a size or colour.
• "¿Tiene este zapato en el número 42?" asks for a shoe size.
• "Me queda grande / pequeño / justo" tells them it is big, small or snug.

Receipts, gift tickets and invoices

The ticket you get at the till is a simplified invoice. It is your proof of purchase, so keep it.

For a gift, ask "¿Me puede dar un ticket regalo, por favor?". A ticket regalo shows the item but not the price. It normally allows an exchange or a voucher within the shop's return period, but usually not cash back. Not every shop offers it.

If you need to deduct VAT, for example as a self-employed person, ask at the till: "Quisiera una factura, por favor." The business must issue a full invoice when you ask, usually at the time of purchase. Give your name, address and NIF, NIE or passport number. Ask at purchase, because some shops set a short deadline.

Returning something you don't want

There is no general legal right to return non-defective goods bought in a shop. Any return is the shop's own policy, often 15 to 30 days with the ticket. Online purchases are different and have their own legal withdrawal right.

Before you pay, ask "¿Cuál es el plazo de devolución?" and check whether you get money back or only a voucher (vale).

Usual conditions:

• the original ticket
• the item unused, with tags
• original packaging for electronics

Sale items, underwear, swimwear, perfume, opened software or media and personalised items are often excluded.

Phrases for returns:

• "Quiero devolver esto" or "Quisiera hacer una devolución" to return.
• "Quiero el reembolso" to ask for a refund.
• "¿Puedo cambiarlo sin ticket?" to ask about no ticket.

Replies you may hear:

• "Se lo devolvemos en la tarjeta" means a refund to your card.
• "Le damos un vale por el importe" means a store voucher.
• "Solo cambio, no devolución" means exchange only.
• "Necesito el ticket" means they need your ticket.

Faulty items: the legal guarantee

A faulty new item, including electronics, is covered by a legal guarantee of 3 years from delivery. This is separate from the shop's return policy.

In the first year, the defect is presumed to have been there at delivery. You can choose a free repair or replacement. If that is impossible or fails, you can ask for a price reduction or your money back. Keep the ticket or invoice as proof.

Say "Tiene un defecto", "No funciona" or "El producto está defectuoso y está en garantía." A garantía comercial from the maker or shop is an optional extra and does not replace the legal one. Second-hand goods can have a shorter agreed period, but not under 1 year.

Choosing between options

How do you send back an item you bought in a shop?

• Return or exchange under the shop's policy: The item works but you changed your mind or it does not fit. The shop decides whether you get an exchange, a vale or a refund, so bring the ticket.

• Claim under the legal guarantee: The item is faulty. You can ask for a free repair or replacement first. If that is impossible or fails, you can ask for a price reduction or your money back. Show your ticket or a factura as proof.

If the item is broken or does not work, claim the guarantee. If it works but you no longer want it, you depend on the shop's own policy.

Timeline and deadlines

• Ask for a ticket regalo if the purchase is a gift: at the till, when you pay

• Ask for a factura instead of the ticket, saying 'Quisiera una factura, por favor': at the time of purchase

• Ask '¿Cuál es el plazo de devolución?' to learn the shop's return period: before you pay

• Return or exchange an item you changed your mind about, with the ticket: within the shop's own period, often 15 to 30 days

• Claim a faulty item under the legal guarantee, with the ticket or invoice: within 3 years of delivery

Documents you need

• Ticket from the shop. It is the simplified invoice, leaves out your details, and is your proof of purchase for returns and guarantee claims.

• Full invoice (factura completa) issued by the business when you ask for it, usually at the time of purchase. It shows your name, your NIF, NIE or passport number and your address, plus the shop's data, date, number, description and VAT. Mostly useful for self-employed people and companies.

• Your NIF, NIE or passport number to give the shop if you ask for a factura.

Checklist

• Try clothes and shoes on and ask '¿Me lo puedo probar?', because sizes vary by brand.

• Ask for another size with '¿Tienes esto en una talla más grande / más pequeña?' or, for shoes, '¿Tiene este zapato en el número 42?'.

• Keep the ticket or invoice, the tags and the original packaging, because shops usually ask for them.

• Say 'Quiero devolver esto' or 'Quiero cambiarlo por otra talla' when you go back to return or exchange an item.

• Say 'Tiene un defecto' or 'El producto está defectuoso y está en garantía' and show your proof of purchase if the item is faulty.

What to watch out for

• A shop does not have to take back an item you just don't want: For goods bought in a physical shop, any return or exchange is the shop's own policy, not a legal right. The 14-day withdrawal right applies only to online and distance purchases. Ask for the return period and conditions before you pay, and keep the ticket. The shop's period is set out in the main text of this article.

• Items may be excluded or refunded only as a voucher: Sale items, underwear, swimwear, perfume, opened software or media and personalised items are often excluded. Many shops give a voucher (vale) instead of cash, and ask for unused items with tags and original packaging. Ask whether the item can be returned and whether you get money back or a vale. Keep tags and packaging until you are sure.

• A faulty item is a guarantee claim, not a shop return: Shop return policies do not cover defects. If you present a faulty item as a normal return, the shop may offer only a voucher or refuse. Say the item is faulty and in garantía, and show your ticket or invoice.

Frequently asked questions

What UK size is an EU 40 shoe?

An EU 40 shoe is about a UK 6.5 to 7. EU 42 is about UK 8 and EU 43 is about UK 9. US men's shoes run about a size above UK, and sizes vary by brand, so try them on.

Can I get cash back with a ticket regalo?

No, a ticket regalo usually gives an exchange or a voucher, not a cash refund. It works within the shop's own return period. It shows the item but not the price.

What details do I give when I ask for a factura?

You give your name, your NIF, NIE or passport number, and your address. Ask when you pay by saying 'Quisiera una factura, por favor.' A normal ticket leaves out your details.

What do I say when a product I bought is faulty?

Say 'El producto está defectuoso y está en garantía' and show your ticket or invoice.