Merchant Center “Missing return and refund policy”: how to fix it
“Missing return and refund policy on your online store” is an account-level issue: Google says your account has been disapproved or is pending disapproval because it can’t find a clear return and refund policy on your website. There are two separate things to set up — the policy on your website, and return policies in Merchant Center.
Part 1: the policy on your website (fixes the issue)
Google’s three steps:
- Make it easy to find. For example, a link to your return and refund policy in the footer of every page.
- Make it clear. Say how you handle returns and refunds, with all requirements and timelines — for example the reasons accepted and the return window.
- Keep it consistent everywhere it appears — footer, returns page, banners.
If you don’t accept returns or refunds, say that clearly on your site. That counts as a policy too.
Google’s requirements for return policies also say the page should:
- cover general cases such as buyer’s remorse, not just defective products;
- be readable without logging in, signing up or entering personal information;
- state the time frame, return method and return fees.
A policy page template that covers what Google asks for — time frame, method, fees, and change-of-mind returns. Replace every [bracket] with your real terms:
Returns and refunds
We accept returns within [30] days of delivery for any reason, including if you change your mind. Items must be unused and in their original packaging.
Not returnable: [personalized or engraved items, opened personal care products].
How to return: email [your returns email] with your order number. We’ll reply within [2] business days with return instructions.
Return shipping: [We provide a free return label / Return shipping is paid by the customer, unless the item arrived damaged, faulty or wrong].
Refunds: once we receive and check the item, we refund the original payment method within [5] business days. [Original shipping costs are / are not refunded.]
Damaged or wrong item? Contact us within [7] days of delivery with a photo and we’ll send a replacement or a full refund, including shipping.
After you update the site, Google reviews it again. It can take some time for the change to show.
Whatever platform you use, publish the policy as its own page and add it to your footer menu.
Part 2: return policies in Merchant Center (optional, but useful)
Merchant Center return policies are separate from the website check. They let Google show your return terms on ads, free listings and Gmail.
- Go to Products & store → Shipping and returns.
- Select Return policies → Add return policy.
- Complete the flow and Save. Merchant Center may suggest settings based on your website — you can accept, edit or ignore them.
You can create one policy for everything, or add exception policies — for example, no returns on personal care, safety equipment or engraved items, or a 14-day window for premium electronics — and apply them with the return policy label [return_policy_label] attribute.
If your ads show “For most items” next to the return policy, Google worked out your policy from your website; uploading your own removes that note. Make sure what you set in Merchant Center matches your website.
For the other account-level policy issue, see Merchant Center misrepresentation. If the account has already been suspended, see Merchant Center account suspended.