Return Policy Missing in Google Merchant Center: What Sellers Should Check

Quick Answer

Add a return and refund policy page to your website that covers how customers can return items, the return window, refund process, and any conditions. Link it from your product pages and footer.

What This Issue Means

Google requires a return policy to ensure customers have clear expectations about returns before purchasing. The policy must be publicly accessible, include key details about the return process, and be consistent with any return-related claims in your product listings.

Why It Happens

• No return policy page exists on the website
• Return policy exists but is not publicly accessible
• Policy does not specify the return window or time frame
• Policy does not cover how refunds are processed
• Return policy only applies to certain product categories
• Policy is missing conditions for non-returnable items
• Return policy page is not linked from product pages

What to Check First

• Check if a return and refund policy page exists on your website
• Verify the policy is publicly accessible without login or purchase
• Confirm the policy specifies a return window (e.g., 30 days)
• Review whether the policy covers refund processing and timelines
• Check if the policy distinguishes between returnable and non-returnable items
• Verify the policy is linked from product pages and footer

Evidence to Prepare

• Screenshot of your return policy page URL
• Screenshot of the full return policy content
• Screenshot of links to the return policy from product pages
• Screenshot of any category-specific return rules
• Screenshot showing the policy is accessible without login

Step-by-Step Recovery Path

1. Create or update your return and refund policy page
2. Include the return window, process, refund timeline, and any conditions
3. Cover both returnable and non-returnable items clearly
4. Link the return policy from product pages and website footer
5. Verify consistency with any return-related claims in your feed
6. Submit for re-review in Merchant Center if needed

Mistakes to Avoid

• Creating a policy with vague language like 'returns accepted' without specifics
• Hiding the return policy behind a login or purchase confirmation
• Having a policy that only covers some product categories without disclosure
• Not specifying the return window or refund processing time
• Leaving the policy unlinked from product pages