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Returns & refunds for devices

This article is for customers who bought a phone, tablet, laptop, or another device or accessory on the Google Store.

  • If you didn’t buy your device or accessory on the Google Store, contact the retailer where you purchased it for return information.
  • If you haven’t received your order yet, see how to change or cancel an order.
  • To return apps, games, and other digital content, go here.
This information applies to devices and accessories purchased in the United Kingdom.

Returns & exchanges

Google wants you to love the devices and accessories that you buy from the Google Store. If you aren’t happy with something you bought, you can return an item within 15 calendar days after the day you received it. We’ll send a full refund (minus your original shipping & handling charges) to your original payment method within 14 business days after Google receives the device.

The Google Store doesn’t do exchanges. You can return your purchase and use your refund to buy something else though.

If you bought Nest Thermostat or Nest Protect on the Google Store, you can return your device within 30 days. Get in touch.

How to return your device or accessory

To return your item, follow the steps below. If you have any questions, call Google Store support. 

Step 1: Tell us what you want to return
  1. Go to your order history on the Google Store.
  2. Under the order you want to return, click or touch Return Order.
    • Note: If you see ‘Device is not eligible for return,’ your order either hasn’t shipped yet or has passed the 15-day return limit. If it hasn't shipped yet you may be able to cancel or change your order
  3. Choose a reason why you want to return your items. If you’re trying to return more than one item in an order, you’ll also need to choose the quantity.
  4. Double check that the return details are correct. Then click or touch Submit.
  5. After a few hours, you’ll get a return confirmation email. Follow the instructions inside.
Step 2: Wrap it up

Here’s what you’ll need to include in your package.

Do include:

  • The box your purchase came in
  • The device or accessory
  • Other accessories, documentation, and anything else that came with the device
  • The form we give you with the return instructions (If you need to add your device’s serial number to the form, here are some instructions to find it.)

Don't include:

  • Your SIM card
  • Device cases
  • Extended batteries
  • Other add-ons and accessories that didn’t come with the device
Step 3: Send it back to Google
Package and ship your return according to the instructions in the email from Google Store support. You are responsible for making sure that the device arrives in its original condition.
Make sure you transfer or backup and delete your data before you return your device. If you return your device, it’s your responsibility to erase all personal or other data on the device before sending it to Google. Google will not be responsible for any use or disclosure of any data that is on the device.

Defects, missing shipments, & undeliverable packages

Replacing defective devices

If your device doesn’t work correctly through no fault of your own, request a call and we’ll help you figure out whether or not you’re entitled to a refund, replacement, or repair. Visit our Warranty Center for more information.

Lost or stolen shipments

If you don’t receive your order or you think it was stolen, contact us.

Undeliverable packages

The Google Store can't ship orders to certain places (like PO boxes, military bases, and specific regions). If we can’t deliver your order, it’ll be shipped back to us and we’ll send you a refund.

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