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We're currently aware of an issue that is preventing some product emails from being sent. You might notice delays in getting Google Store order confirmation, return labels, or product information emails. Google services like Gmail are not impacted. We're working to resolve this issue. Thanks for your patience!

Return a device for a refund

You can return an item you bought from the Google Store within 15 calendar days after the day you received it. If you bought Nest Thermostat or Nest Protect from the Google Store, you can return your device within 30 days.

We’ll refund the payment method you paid with (minus your original shipping & handling charges) within 14 business days after Google receives the device.

Note: If you haven’t gotten your order yet, see how to change or cancel it.

Step 1: Tell us what you want to return

  1. Find the order with the item you want to return.
  2. Under the order you want to return, select View details.
  3. Follow the onscreen instructions. After a few hours, you’ll get a confirmation email. Follow the instructions inside.
  4. If you see "Device is not eligible for return," your shipment 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.

Step 2: Wrap it up

Include the following 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)

Don’t include accessories that didn’t come with the device originally:

  • SIM card (if you added your own)
  • Device cases
  • Extended batteries
  • Other accessories that didn’t come with the device

Make sure to transfer, back up, or erase all personal and other data on the device before sending it to Google. Google isn’t responsible for any use or disclosure of any data that is on the device.

For more information on how to back up your device, visit the Pixel Help Center or the Nexus Help Center.

Step 3: Send it back to Google

To be sure the device arrives in its original condition, package and ship it using the label and instructions from the Google Store support email.

If you’re returning multiple items, package and ship each item separately (unless otherwise specified).

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.

Arneil is a Google Store expert and author of this help page. Help him improve this article by leaving feedback below.

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