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How the programme works

Shop With Confidence at Google Certified Shops

The Google Certified Shops programme helps shoppers feel confident in their purchases across the web. Google allows merchants who meet certain shipping and customer service performance metrics to participate in this free programme. Participating merchants display the Google Certified Shop badge on their web sites.

Opt in for Free Purchase Protection

Google offers free purchase protection to customers who order from these shops, and also opt in to the programme at the time of purchase. The Google Certified Shops programme is a free service, with no fees or charges attached to this programme. Purchase protection with Google Certified Shops means that if there’s an eligible issue with your order, and you cannot resolve it with the merchant, then you can request Google's help. Google will work with you and the merchant to resolve the issue. Learn more about free purchase protection from Google.

After completing a purchase with a Google Certified Shop, most users will be offered the chance to opt in to free purchase protection from Google for that order. At this time, purchase protection is offered on a per-order basis, and only at the time of purchase. If you opt in, then the merchant will share your order information and email address with us. We’ll send you an email with the details of your order, the merchant's contact details, and a link to contact Google in the event of any issues.

Feedback On Your Shopping Experience

When you opt in for free purchase protection, you may receive a short survey about your shopping experience. Your feedback helps us to improve our product and service.

Resolving Issues

If an issue arises with your order, or if you have any questions, here's an overview of what to do:

  1. Contact the shop directly. Participating merchants first have the opportunity to address your questions or concerns. Contacting the shop directly is usually the fastest and most effective way to get questions answered and issues resolved.
  2. If you've contacted the shop and still need additional help, then you can ask for Google’s assistance by setting up your Google Certified Shops customer account. Or, if you’ve already set up your account, go directly to your customer account. You have up to 60 days after you place an order to report an issue from your account.
  3. After you've reported an eligible issue to Google, we will work with the merchant to resolve it. You will be contacted by either the merchant and/or Google upon filing an issue. Google will help by sorting out your issue with the merchant, and we will contact you with a resolution.

You can also refer to our Terms of Service.

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