How to write a Return & Refund Policy Page for Google Shopping

This article aims to guide the essential topics to address when drafting or revising a Return Policy page for Google Shopping. However, it is necessary to note that while this information serves as a fundamental framework, local laws and Google’s policies and guidelines should be checked.

1) Link

A visible hyperlink to the return and refund policy must be featured at the footer, specifically the bottom section, of the following web pages.

  • Home Page
  • Product Landing Page
  • Cart
  • Checkout

2) Cancellation Timeframe

It is necessary to be clear about the duration of the cancellation period after the delivery of the product, be it 15 days, 30 days, unlimited, or any other specified time, while also ensuring compliance with local laws.

3) Method of Refund

Explain if the reimbursement method is identical to the original form of payment utilized, or does it involve store credit or any alternative approach?

4) Damaged / Defective / Incorrect Goods

Explain your policies on instances of damaged, defective, or incorrect goods.

We will arrange the goods to be collected / swapped over at your expense?

5) How to request a return or a refund

It is crucial to ensure that your website explains clearly and concisely the procedures for managing actions concerning returns and refunds (Phone, Email, Contact Form,.). Such details may encompass the time frame for accepting returns, the methodology for returning items, any associated return fees, and other information.

6) Delivery Charge on Returning Goods

Explain if the consumer will need to pay for sending goods back to you or if its free / return value.

  • Do they need to pay for the initial charge?
  • Do they get a refund for the delivery charge?

7) Products Returned Exceeding the Cancellation Period

Mention if consumers can return products after the cancellation period.

  • If so, what amount or percentage will they receive?
  • Explain what the procedure is. Phone, Email, Form, etc…

8) A link to the Terms and Conditions

From within the Returns Policy, a link to the terms and conditions is recommended

9) What is the policy on returning goods

If a customer no longer wants the goods, do you allow refunds/returns?

If you do accept returns or refunds, explain what the procedure is. Phone, Email, Form, etc…

You can refuse refunds on non-damaged goods. However, you do need to state this in the policy clearly.

10) Refund Policy Language

The language of the refund policy must be in the native language of where the data feed country targeted.

If you are targeting multiple countries within Google Merchant Center, you must have the policy accessible in all languages

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1 year ago

Hi, This is very useful; however, the information about UK cancellation. ‘In the UK, you have to provide a 7-day cancellation period after delivery. Which is required for all online goods.’ is not exactly correct. There is a 14-day cooling-off period regulated by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

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