Returns, refunds and replacements

If you didn't purchase your device or accessory on Google Play, contact the retailer where you purchased your device for return information.

If you purchased your device or accessory on Google Play, read the article below for return information.

Google Play aims to deliver you cutting edge Android- and Chrome- powered devices and accessories that you'll love. If you aren't satisfied with your purchase, please review the information below to find out how to get the item you want or a refund for your purchase.

This information applies to devices and accessories purchased in the United States.

Request a return & refund

Contact us
to initiate a return within 15 days of
receiving your order
Return item(s) to Google
within 7 days of receiving
a Return Merchandise Authorization (RMA)
Item(s) arrives at Google warehouse Receive refund within 14 business days


Return policy

If for any reason you don’t want to keep your device, you have 15 calendar days to return a device from the date you received it. The device and accessories must be returned to Google in its original packaging according to the instructions provided in the Return Merchandise Authorization (RMA) form. Google will issue a refund in your Google Wallet account for the amount paid for the device, less any shipping and handling charges, within a reasonable time after Google receives the device.

If you bought a Nest Thermostat on Google Play, you can return your device within 30 days. Get in touch.

Return instructions

If your device has been shipped or you refused delivery, the following steps don't apply. For information on refusing delivery, see how to change or cancel an order.
  1. Contact us to request an RMA form and receive return instructions. In most instances, you’ll be required to submit an RMA form.
  2. Print the RMA (attached in the email) and place the form inside of the shipping box you're returning.
  3. Package and ship your return according to the instructions in the email.
    • Include all items from your original shipment including devices, accessories, and documentation.
    • Do not send additional add-ons such as your SIM card, a case, an extended battery, or battery cover door.
    • If needed, find instructions for locating your device’s serial number.

Note that you’re responsible for making sure that the device arrives at Google in its original condition.

You’re responsible for any data stored on your device, including deleting, transferring, and creating back-ups of your data. For example, if you cancel or replace your device, it is your responsibility to erase all personal or other data on the device before sending it to Google. Google will not be responsible for any use or disclosure of any data that is on the device.

Replacements & defects

If you purchased a device or accessory from the Google Play store that is or becomes defective through no fault of your own, you may be entitled to a refund, replacement, or repair of your device. Please contact us and we'll work with you on next steps and replacement options.

Whether you purchased your device or accessory from the Google Play store or a retail store, your device may be covered by a manufacturer’s warranty. For more information, please go to the Warranty Center.

Lost or stolen shipment

If your device fails to arrive or you suspect it was stolen before you received the package, please contact us.

Frequently asked questions

Why didn’t I get refunded the full amount I paid?
Google will issue a refund in your Google Wallet account for the amount paid for the device, less any shipping and handling charges, within a reasonable time after Google receives the device.
I’ve received confirmation that Google has processed my refund but I don’t see it in my bank account. Where is my refund?
Contact your financial institution for questions about your refund. If you paid for your item(s) using Wallet, contact Google Wallet.

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