For help on common issues with your Google Store order, check out this guide.

Repairs, replacements and warranties

All Made-by-Google devices purchased from the 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 centre.

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 mobile signal.

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

  • You dropped the item and it was damaged.
  • Debris entered the USB-C port and it stopped working.
  • You lost it, it was stolen or you don’t have it anymore.
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 centre.

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 mobile signal.

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

  • You dropped the item and it was damaged.
  • Debris entered the USB-C port and it stopped working.
  • You lost it, it was stolen or you don’t have it anymore.
For Japan and 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 centre.

Standard or advanced exchange

Standard exchange

You send back your device within 14 days of creating the replacement request. After we receive the device, it takes 1–2 days to send you a replacement.

Advanced exchange

  1. We send you a link for you to order your replacement.
  2. Once you place your order, an authorisation hold is placed on your account and a replacement is dispatched.
  3. We email you delivery labels so that you can send us back your original device within 21 days.
  4. Once we receive the original device, we remove the authorisation hold on your card.   

Temporary authorisations for warranty replacements

Sometimes, the Google Store offers an 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 authorised for the full amount of the device when you place your replacement order.
  • Payment authorisations typically remain on your account for 1–21 working days, depending on your card issuer's policies. 

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

 

Start a claim

Pixel owners can buy Preferred Care for Pixel phones, Pixel Slate or Pixelbook from the Google Store.

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

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.

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 authorised 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 additional legal rights depending on your jurisdiction.

Return an incorrect device under warranty

When you make a claim for a replacement or repair, make sure that you 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 that you provide in the warranty claim.
  • You can let us arrange to dispatch your device back to you at your cost through our carrier partner:
    • You may be required to sign for receipt of this delivery.
    • If the device goes missing or is damaged in transit, Google isn't responsible. 
    • If after 60 days we are unable to reach you, we destroy the device. 

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

Track your return and replacement (Australia only)

The total time for your Return Merchandise Authorisation (RMA) process depends on the service that you select.

Standard exchange

  1. Return your device within 14 days of when you receive your Return Merchandise Authorisation email.
  2. Once your return arrives, we send your replacement within 5–7 working days.

Advanced exchange

  1. Once you place your replacement order, we send your replacement within 2–7 working days.
  2. Return your device within 21 calendar days of when you receive your replacement.
  3. Once you send your device, the authorisation hold on your payment card is removed within 14 working days

Track your device

Track your return device
  • With your consignment number, track your device return on MyToll.
  • You can track your delivery within one working day after it's picked up or after it's dropped off at a Toll location.
  • For tracking questions and information, contact MyToll.
Track your replacement device
  • You'll receive a replacement delivery notification email from the Google Store that includes a consignment number.
  • You can track the replacement delivery within one working day after you receive the email.
  • The email indicates the courier for your replacement delivery:

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