Return Policy Requirements for Google Merchant Center

Why Google Checks Your Return Policy

Google's quality reviewers verify that shoppers can trust the merchants advertising on Shopping. A clear, complete return policy is one of the key trust signals they check. Missing or vague return policies are one of the most common misrepresentation suspension triggers.

What Your Return Policy Must Include

Return window — State the number of days a customer has to return a product. "Returns accepted" without a timeframe doesn't pass. Example: "Returns accepted within 30 days of delivery."

Conditions — Specify what condition the item must be in for a return to be accepted. Example: "Items must be unused, unwashed, and in original packaging."

Return shipping responsibility — State who pays for return shipping — the customer, the merchant, or a split depending on the reason for return.

Refund method — State how refunds are issued (original payment method, store credit, exchange) and how long they take to process.

Exceptions — If certain product categories are non-returnable (e.g., digital goods, personalised items, hygiene products), list them explicitly.

Placement Requirements

Your return policy must be:

• •On a dedicated page (not buried in FAQs or terms)
• •Linked from your website footer
• •Linked from your checkout or order confirmation page
• •Accessible without logging in

Common Policy Failures

• •Policy page exists but is a dead link
• •Policy only states "contact us for returns" without specifics
• •Policy has conflicting timeframes in different sections
• •Policy is only accessible after login

Return Policy vs Refund Policy

These can be on the same page or separate pages. Google checks both. Ensure your refund timeline (how long until the refund shows on the card) is clearly stated.