Stadia, and Stadia-related hardware, will no longer be available for purchase on Google Store. For more info about this update, visit these FAQs. If you need more support with your device or subscription, please contact Stadia Support.

Return an item

Standard Return Policy

  • To check the return window for your product, go to your Order History page.
  • 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 Buds Pro
    • 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 (available online), you have 14 days after the day it was 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.

Step 1: Tell us what you'd like to return
  1. Find the order with the item that you want to return.
  2. Under the order that you want to return, select View details.
  3. Follow the onscreen instructions. 
  4. To print your delivery label immediately, click Print Shipping label and then Print return slip.
    • We’ll also send you an email with this information.
    • You can always go back to the order details page to print your shipping labels when it works best for you.
  5. To answer questions about your returns, go to the upper right corner of your Order History page.
  6. Select the View or edit order button.
  7. Navigate to the specific order you'd like to check.

Tip: If you see "Device is not eligible for 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 personal and other data on the device before you send it to Google. Google isn’t responsible for any use or disclosure of any data that's on the device. Learn how to back up data on your Pixel phone.

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 form included in your return confirmation email (find your device serial number if you need it)

You don’t need to include anything that didn’t come with the device. Make sure to remove the following items from your package:

  • SIM card (if you added your own)
  • Device cases
  • Extended batteries
  • Other accessories that didn’t come with the device
Step 3: Send your item back to Google
  • To be sure the device arrives in its original condition, use the label and instructions from the Google Store support email or from the "Your orders" section on the Google Store site.
  • If you’re returning multiple items, package and ship each item separately with its unique return and shipping label. If you don’t ship each item with its correct label, there may be a delay in processing your return.
  • A refund can take 1–14 business days once the return product is inspected.
Step 4: Check your refund status
  • 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.
  • To check your refund status, go to your Order History page

Exchange a device

Exchanges aren’t available. Instead, you can return your purchase and use your refund to buy a different item.

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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