Return & Refund Policy for Google Merchant Center: What to Include

A vague or missing return policy is one of the most common trust problems on stores that get rejected. A good policy is short, specific and identical to what you set up in Merchant Center.

What your policy should answer

Return window: how many days the customer has, and from when (delivery date is clearest).
Conditions: unused, original packaging, which items cannot be returned (for example custom or hygiene products) and why.
How to start a return: email, form or portal — with the address or link.
Return shipping: who pays, and how much if the customer pays.
Refunds: method (original payment method, store credit), and how long it takes after you receive the item.
Exchanges and damaged items: what happens if an item arrives broken or wrong.

Mistakes that cause problems

“Returns accepted at our discretion” with no timeframe.
Different return windows on different pages (for example 30 days in the FAQ and 14 in the policy).
A policy copied from another store that names another company or country.
A footer link to a page that returns an error.
Settings in Merchant Center that say something different from the website.

Set it up in Merchant Center too

Merchant Center lets you configure return policies for your products. Use exactly the same window and costs you publish on your website, so shoppers and reviewers see one consistent answer.

Where to edit it

Shopify: Settings › Policies › Return and refund policy, then link it in your footer menu. WooCommerce/WordPress: create a page, then add it to the footer menu under Appearance › Menus (or the Site Editor). Always check the link works after publishing.

Frequently asked questions

Do I have to accept returns to be approved?

Your policy must be clear and honest. If you do not accept returns for certain items, say so plainly and explain what happens if an item arrives damaged or wrong.

Official sources

MerchantLion is independent and not affiliated with Google. Google’s documentation is the authoritative source; policies change, so check it before making decisions.

Related guides

Store pages & policies