Return and refund policy requirements for Google Merchant Center
Updated November 2026 · Based on Google's public Merchant Center help pages
An unclear, missing or hard-to-find return policy is one of the examples Google gives of "omission of relevant information" under its Misrepresentation policy. It's also one of the easiest problems to fix.
What Google expects
From Google's return policy guidance and website requirements:
- Your return and refund information should be clear and easy to find on your site.
- It should state how you handle returns and refunds: for example the return window, the return method and any return fees.
- If you don't accept returns, say so clearly.
- It should be consistent between Merchant Center and your website, and across your website (footer, returns page, banners).
What a complete policy covers
- how many days the customer has to return an item, and when that clock starts
- what condition items must be in, and any items that can't be returned
- how to start a return (email, form or portal) and where to send it
- who pays return shipping, and any restocking fee
- how the refund is paid (original payment method, store credit, exchange) and how long it takes
- what happens with damaged or wrong items
- how to contact you
Mistakes that get stores flagged
- Contradictions. "30-day returns" in the banner, "14 days" in the policy and something else in Merchant Center.
- Template text. Store platforms generate a starter policy. It's a skeleton until you fill in your real window, address and process.
- Hidden policy. No link in the footer, or the page isn't reachable without logging in.
- Vague promises. "Easy returns" with no window, method or costs.
- A policy you don't follow. Google's policy also covers refusing returns or refunds that your own policy allows.
Match Merchant Center
If you've added a return policy in Merchant Center (under shipping and returns), compare it line by line with your website: the window, method, fees and countries. Update both together whenever you change one.
Shipping deserves the same treatment: delivery times and costs on your shipping policy page should match your Merchant Center shipping settings.
Not sure which of these applies to your store?
Send us your store URL and we'll check your public pages against Google's Merchant Center policies. The free check is emailed within 24 hours and doesn't need a login.
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