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Merchant warranty FAQs

What is a warranty?

Your purchases are covered by a Google guarantee for issues with your order delivery or refunds for returns during the return period.

Items are covered by the legal and merchant warranties. If your item is faulty or defective, it may be covered by the merchant's warranty directly. They may allow you to return the item or assist with repairs for it.

When should I submit a warranty request?

If the item is within the 14 day return period, please see our guide on how to return. You have 14 days, starting from the day you received your order, to start a return.

After the 14 day return period, but within 2 years from your purchase date, your item may be covered by the legal and merchant warranties. To submit a warranty request, please contact the merchant directly. You can find the merchants' contact details on the order details page.

When should I contact the Google Shopping Customer Support team about a Google guarantee?

A Google guarantee covers the following issues:

  • You didn’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 didn’t get your refund after returning items to the merchant

Visit our help center to learn more. For additional assistance with a Google guarantee with Buy on Google, reach out to our Support team for help.

Can you give me more details about the warranty?

This warranty is handled by the merchants, and the process may vary between them. Some may have you return the defective item, while others may offer a repair or replacement. For more detailed information on the warranty, visit the merchant’s terms of service on our Google Shopping platform and the merchant’s website.

You can also contact us and we’ll put you in touch with the merchant.

How do I submit a warranty request on your site?

To submit a request, you can contact us for more information about your product’s warranty information. Please note, warranty coverage is provided from the merchant directly.

I haven’t heard back from you regarding my request. What can I do?

If you haven’t heard back from us yet, we encourage you to get in touch with the merchant who handles all warranty requests.

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