Return policy and process

You can return most items you bought from the Google Store within 15 calendar days after the day you receive it. Refunds and returns are subject to the standard return policy.

Standard Return Policy
  • To check the return window for your product, go to your Order History.
  • You can return an item you bought from the Google Store within 15 calendar days after the day you received it.
  • You can return these products within 30 calendar days after receipt:
    • Pixel Pass phones
    • Thermostats
    • Verizon contract phones
  • SIM cards are not returnable.
  • After you start the return process, you’ll have 14 days to complete the return. Your refund will go to the payment method you used, minus any delivery related costs, no more than 14 days from when your device is received.
  • The following return process also applies to orders delivered in-person or bought during the delivery appointment. All products purchased during delivery and installation appointments are subject to OnTech's return policy.
  • Nothing herein changes the statutory 14-day withdrawal right for consumers based in the EU. See Google Store’s Sales Terms.

Important: For AT&T contract phones that are available online, you have 14 days after the day it's received to return the device.

Return your device to one of the following. After you return your device, you'll receive the refund through your original form of payment.

Purchased source

In-store (Google retail store)

Google Store support

Google Store self-service (online)

Google Store (online)

In-store (Google retail store)


Store credit if original purchase in cash


Buy online, pick up in store


Tip: Pixel Pass can't be returned at a Retail location.

If you haven’t received your Google Store order yet, you may be able to change or cancel your order.

Return an item to the Google Store

Return an Item #2 | Google Store

Step 1: Prepare your shipping label and return labels
  1. Find the order with the item that you want to return under Order History. Check if you're logged into your Google Account where you ordered the item.
  2. Under the order that you want to return, select View or edit order .
  3. Go to the specific order you’d like to check on the Order Details page.
  4. Select Return under the order that you want to return.
  5. Follow the onscreen instructions.
  6. To print your delivery label immediately, click Print Shipping label " and then Print return slip.
    • We’ll also send you an email with this info. To find the label, search your email for the RMA number. Learn more about how to search in Gmail.
    • You can always go back to the order details page to resend your shipping labels when it works best for you.
  7. To answer questions about your returns, go to the top right corner of your Order History.

Tip: If you're unable to return, your shipment either hasn’t shipped yet or has passed the 14-day return limit. If it hasn’t shipped yet, you may be able to cancel or change your order.

Step 2: Prepare your return package

Important: Make sure to transfer, back up, or erase all data on the device, then reset your item to factory settings. Google isn’t responsible for any use or disclosure of any data that's on the device.

Learn how to reset your Pixel device, Chromecast, Chromecast Audio, Chromebook, Nexus Player, Watch, Google Home, Google Clips, Nest Detect, Nest Guard, Nest Camera/Nest Hello, Nest Thermostat, Nest Protect, or Nest x Yale Lock.

  1. Include the following items in your package:
    • The box your purchase came in
    • The device or accessory
    • Other accessories, documentation, and anything else that came with the device
    • The return slip from your return confirmation email (find your device serial number if you need it)
  2. Make sure to remove the following items from your package:
    • SIM card (if you added your own)
    • Device cases
    • Extended batteries
    • Accessories that didn’t come with the device
Step 3: Send your item back to Google
  • The item should arrive in its original condition. Use the labels and follow the instructions in the Google Store support email or on the Order History.
  • If you’re returning multiple items, package and ship each item separately with its unique shipping label and return label. If you don’t ship each item with its correct labels, there may be a delay in processing your return.
  • A refund can take 1–14 business days once the return product is inspected.
  • Learn more about how to change your signature requirements.
Step 4: Check your return & refund status
  • To check your return and refund status, go to your Order History.
  • You'll find the estimated refund amount before the refund is issued.
  • After the returned product is inspected, a refund can take 1–14 business days. After it's processed, you'll find the actual refund amount and the date we issue it.
  • For users in Japan: Your bank may take up to a maximum of 45-60 days to process your refund.

Return an item you got through a promotion

You can buy Google items in bundles when you take advantage of promotions. If you no longer want some of these items, you can return items within the standard return policy windows:

  • For most Google products: 15 days after delivery
  • For thermostats, Verizon contract phones, and Pixel phones with Pixel Pass: 30 days after delivery
  • For AT&T contract phones: 14 days after delivery.

How your refund works

Important: If you want a full refund, you must return all items in the bundle. If you return part of a discounted bundle, you get a partial refund.

Example promo: Buy a Pixel & get Pixel Buds at no charge

Your refund depends on what you return:

  • If you return both the Pixel phone and Pixel Buds, you'll receive a full refund.
  • If you return just the Pixel phone, you'll receive a partial refund.
  • If you return only the Pixel Buds, you'll receive a $0 refund.

Example promo: Buy a Pixel & get Pixel Buds for $45

Your refund depends on what you return:

  • If you return both the Pixel phone and Pixel buds, you'll receive a full refund.
  • If you return either the Pixel phone or Pixel Buds alone, you'll receive a partial refund

Tip: If you return an item that came with a Google Store Credit, then the credit is deducted when you return the item. If there's no credit in your account, then the balance is deducted from the payment type in your account.

Exchange an item

Exchanges at Google Store aren’t available. Instead, you can return your item if you don’t like it and use your Google Store refund to buy a different item.

Return a gift

If you want to return a gift, start a gift return.

Return a defective device

If you think your device is defective, visit the Warranty Center for more information or contact us.

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