Repairs, replacements & warranties

All Made-by-Google devices purchased from Google Store, like Pixel phones or Google Nest devices, come with a limited warranty from Google. To find the warranty for your device, visit the warranty center.

Important: As part of our commitment to sustainability, we may remove paper warranty from the device packaging of Pixel 7 and Pixel 7 Pro phones. You can check the model and region warranty during phone setup. This info is available on your phone anytime, even if you also received a paper warranty. To find the warranty, under “Settings,” tap About phone and then Limited warranty.

Eligibility

Devices or accessories bought from the Google Store
Important: Nothing in this article affects your legal statutory rights.

You may be entitled to a replacement or refund if your device:

  • Doesn’t charge properly.
  • Doesn't turn on.
  • Freezes often.
  • Has microphone, speaker, or button issues.
  • Has trouble getting internet or cell signal.

You usually aren't entitled to a replacement or refund if:

  • You dropped the item and it got damaged.
  • Debris entered the USB-C port and it stopped working.
  • You lost it, it was stolen, or you don’t have it anymore.
  • The device malfunctions due to liquid damage.
Made-by-Google devices bought from approved third-party retailer
Important: Nothing in this article affects your legal statutory rights.

If you bought your Made-by-Google device from an approved third party retailer, the device may be eligible for:

  • Warranty options from the retailer, and
  • Google's limited warranty

Contact the retailer or the manufacturer directly. To find manufacturer contact info, go to the warranty center .

You may be entitled to a repair or replacement if your device:

  • Doesn’t charge properly.
  • Doesn't turn on.
  • Freezes often.
  • Has microphone, speaker, or button issues.
  • Has trouble getting internet or cell signal.

You usually aren't entitled to a repair or replacement if:

  • You dropped the item and it got damaged.
  • Debris entered the USB-C port and it stopped working.
  • You lost it, it was stolen, or you don’t have it anymore.
  • The device malfunctions due to liquid damage.
For Japan & Taiwan only
Important: Google doesn't provide repair or replacement for devices bought from third-party retailers in Japan or Taiwan. For more support, contact the retailer or a repair center.

Standard or advanced exchange

Standard exchange

After we receive the device, we will ship out your replacement as soon as we can. Generally, this is in 1–2 days. In some regions such as AU, it takes around 5–7 days to ship.

You can check the status of your standard exchange in your repair and replacements history.

Advanced exchange

  1. We send you a link for you to order your replacement.
  2. Once you place your order, an authorization hold is placed on your account and your replacement is shipped within 2–7 business days.
  3. We email you shipping labels to ship us back your original device within 21 days.
  4. Once we receive the original device, we remove the authorization hold on your card.

You can check the status of your advanced exchange in your repair and replacements history.

Temporary authorizations for warranty replacements

Sometimes, the Google Store offers advanced replacement warranty service.

  • We place a temporary hold on your credit card while we process your warranty request. 
  • You aren't charged for the replacement device if you receive a warranty replacement. 
  • Your payment method is temporarily authorized for the full amount of the device when you place your replacement order.
  • Payment authorizations typically remain on your account for 1–21 business days, depending on your card issuer's policies. 

The hold is just an authorization request, not an actual or duplicate charge on your account. If the hold remains 21 days after you place your warranty replacement order, contact your bank or credit card company.

 

Start a claim

Before you file a claim, check if you’re eligible to return the item you purchased from the Google Store by following these steps:

Within standard return period
If you’re looking for help with an item you purchased from the Google Store that is still within the standard return period, contact our support team.
Outside of standard return period

File a claim for devices outside of the return period.

Pixel Devices and Accessories

  • Pixel Phone: To get help in troubleshooting your device and to check if you’re eligible for a warranty repair or replacement, contact our support team.
  • Pixel Watch: To get help in troubleshooting your device and to check if you’re eligible for a warranty repair or replacement, contact our support team.
  • Pixel Buds: To get help in troubleshooting your device and to check if you’re eligible for a warranty repair or replacement, contact our support team.
  • Pixel accessories: To get help in troubleshooting your device and to check if you’re eligible for a warranty repair or replacement, contact our support team.

Nest Devices and Accessories

  • To get help in troubleshooting your device and to check if you’re eligible for a warranty repair or replacement, contact our support team.

Fitbit Devices and Accessories

  • To get help in troubleshooting your device and to check if you’re eligible for a warranty repair or replacement, contact our support team.

Pixel phone, Pixel Slate tablet, and Pixelbook users can also buy Preferred Care from the Google Store.

If you bought an extended protection plan for your device from Google and the device has a problem that you think may be covered by your extended protection plan, start a claim.

Tip: Preferred Care is available in the US, including Puerto Rico, and Canada.

Manage issues with device after a replacement or repair

Important: Devices refurbished from retailers come with a 90-day warranty instead of the original warranty period.

Because of a claim, you might get:

  • Replacement (pristine or refurbished) or 
  • In-warranty repair by Google or an authorized repair partner 

Typically, your manufacturer's warranty covers the replacement or repaired device for whichever is longer:

  • As long as the original warranty lasts or 
  • 90 days

This term varies among manufacturers, so consult the warranty for your product. You may also have more legal rights depending on your country or region.

Return an incorrect device under warranty

When you make a claim for a replacement or repair, make sure to send the device covered by the warranty. If we receive any other device, you aren't entitled to receive a replacement or repair under the warranty.
Important: Google repair isn't available in Japan and Taiwan.

If you send the incorrect device as part of a warranty claim:

  • Google contacts you based on the contact details you provide in the warranty claim.
  • You can let us arrange to ship your device back to you at your cost through our carrier partner:
    • You may be required to sign for receipt of this shipment.
    • If the device goes missing or is damaged during shipment, Google isn't responsible. 
    • We destroy the device 60 days if we can't reach you. 

If we believe you made a fraudulent warranty claim, we reserve the right to destroy phones (or anything else) we receive. Sending an item other than the one referenced in your warranty claim may be considered a fraudulent claim.

Track your device's return or replacement

You can check the status of your Return and Replacement in your order history.

  • All countries and regions except Australia:
    • You’ll receive a confirmation email with your tracking information for your device's return or replacement.
  • Australia only:

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