Google is here to help if you don’t get what you were expecting, your order is late, or you have issues getting a refund. To be eligible for coverage, just choose a product that has a cart icon and check out on Google.
Subject to the conditions of eligibility, Google will refund you if:
- You don’t receive the item
- You received the wrong item
- The item you received isn’t in the condition you expected
- The item you ordered is delivered late
You don’t get your refund after returning items to the merchant
How it works
If there’s a problem with your order or return, contact our support team. We’re here 7 days a week through email, phone, and chat. A specialist will review the situation and help you determine next steps, including getting you a refund if you’re eligible.
To be eligible for a Google guarantee coverage:
(1) You must contact our support team to report:
- Any items or orders not received: within 30 days of your estimated delivery date; or
- Any issues with refund amount: 30 days after merchant receipt of return; or
- If you got the wrong item, if the item condition wasn’t as expected, or if the item was delivered late: within the item’s return policy eligibility duration or 14 days if the item was never returnable. The item may need to be returned to the merchant to be eligible for a full refund; and
- Additionally, for any return refund related inquiries, the return must have been dropped off with the return carrier within 14 days of initiating the return; and
(2) You must comply with the merchant’s policies, terms, and conditions.
In addition, if you report that a package is missing or was never delivered, we may require that you submit additional information. See [link new HC article] for details.
To learn more about the general sale conditions and return policies of each merchant by clicking on the Merchant name on the item page. On the page that appears, click Merchant CGV (conditions générales), or find this on your Order history page after placing an order.
A Google guarantee is a service provided by Google, independent from and additional to the legal withdrawal right you may exercise directly with the merchants and to the legal and commercial guarantees offered to you by merchants.
The fine print
A Google guarantee coverage is limited to the lower of: €(1) 2000 per order, including tax and shipping, or (2) the amount you paid at checkout, equal to the original item price plus shipping and tax, minus any refunds you received from the merchant, manufacturer, or Google.
A Google guarantee coverage doesn’t limit your rights with the merchant or the item manufacturer. This means that you can still present a claim directly against the merchant demanding compliance with any customer withdrawal rights and any legally mandated guarantees (product conformity, hidden defects) or contractual warranties proposed by the merchant.
A Google guarantee coverage is not:
- A warranty against product defects. You should follow warranty instructions provided in the merchant’s CGVs or other materials if the item is defective.
- Any form of insurance protecting against product loss, theft of damage after you take possession of it. You are responsible if you lose your item, if your item is stolen from you, or you break or damage your item after taking possession of it.
- A source of added compensation. If a merchant fails to meet its obligations, your maximum aggregate reimbursement from the merchant and Google is a full refund for the item.
- An item endorsement. Google does not certify, evaluate, or endorse the quality, safety, performance, or appropriateness of items sold through Google Shopping.
- A protection against identity theft or credit card theft. Your protection is limited to the item you purchased as described above.
In addition, you won’t be able to get a Google guarantee coverage if:
- You already received a replacement, reimbursement, or other satisfactory compensation from the merchant
- You filed a chargeback that is still open or if you won a settlement of any amount through your credit card or other payment processing company
- You lost the item you ordered or the item you ordered was stolen from you or was broken or damaged with use
You are reminded that the sellers [“merchants”] should provide you with these warranties in accordance with the following legal provisions:
-Article L. 217-4 of the Consumer Code: “Sellers [“Merchants”] must deliver goods in conformity with the contract and they are liable for any non-conformity at the time of delivery.
Sellers are also liable for any non-conformity resulting from packaging, assembly instructions, or installation where the seller handles or is responsible for overseeing installation under the contract.”
-Article L. 217-5 of the Consumer Code: “Goods are in conformity with the contract:
1° If they are suitable for the use usually expected of a similar good and, if applicable:
- if they match the description given by the seller and possess the characteristics the seller has presented to the consumer in a sample or model;
- if they have the characteristics that a buyer can legitimately expect in view of public statements made by the seller, producer or producer's representative, in particular in advertising or labelling;
2° Or if they have the characteristics defined by mutual agreement between the parties, or are suitable for any special use sought by the buyer provided the seller has been informed of and accepted that special use.”;
-Article L. 217-12 of the Consumer Code: “Legal action based on non-conformity of goods shall be time-barred two years after the date of delivery of the good.”;
-Article L. 217-16 of the Consumer Code: “Where a buyer has asked the seller for a repair while the good is covered by the warranty granted at the time the good was acquired or repaired, any period of immobilisation of at least seven days shall be added to remaining term of the warranty.
This immobilisation period shall run from the date of the buyer's repair request, or from the date on which the good in question is made available for repair if it has been made available subsequent to the repair request.”;
-Article 1641 of the Civil Code: “Sellers are bound by the warranty for hidden defects in a sold item if such defects make the item unfit for its intended use or reduce this use to such an extent that buyers would not have acquired the good, or would only have done so for a lower price, if they had known.;
-Article 1648, paragraph 1, of the Civil Code: “Buyers must bring any legal action arising from disqualifying defects (vices rédhibitoires) within two years as from discovery of the defect”.