"Missing return and refund policy" in Merchant Center: what it means and how to fix it

What it usually looks like on a store

Often the policy exists but isn't linked anywhere, so neither shoppers nor reviewers find it. Other times it's linked but doesn't say how many days customers have, what condition items must be in, or how refunds are paid.

What Google says

Google disapproves or warns accounts when the website does not have a clear return and refund policy. The policy must be easy to find, explain requirements and timelines, and be consistent everywhere it appears on the site. If you do not accept returns, Google says to state that clearly. This website requirement is separate from configuring return policies inside Merchant Center.

Your account has been disapproved or pending disapproval because we've detected that your website does not have a clear return and refund policy.Google, How to fix: Missing return and refund policy on your online store

If you don't accept returns or refunds, clearly state that on your website.Google, How to fix: Missing return and refund policy on your online store

you can place a dedicated button in the footer of every page that links to your return and refund policy.Google, How to fix: Missing return and refund policy on your online store

Store return policy pages that are empty, return requirements that are incomplete, or refund conditions that are not clear or easy to find.Google, Editorial and professional requirements

Also seen as: "Missing return and refund policy on your online store".

How to fix it

Based on Google's help pages, in plain language:

1. Make a return and refund policy easy to reach on the website, for example a footer link on every page.
2. State how returns and refunds are handled, including all requirements and timelines such as reason and return window.
3. Keep the policy consistent across the footer, returns page and banners.
4. Outline timeframes, return methods, return shipping fees, and refund processing cost and times.
5. Separately, add a return policy in Merchant Center under Shipping and returns, Return policies.

What to check on your website

These are the checks we run that relate to this issue. A problem in any of them can be enough on its own.

• Return and refund policy: A return/refund policy page exists, is linked, and states the return window, item condition, how refunds are paid and how to start a return.
• Terms of service: A terms of service page exists and is linked.

Requesting a review

Google says it will review the website for compliance after the changes; it may take some time for changes to be reflected. Request a review from the account-level issue (banner, Needs attention, or Diagnostics). Identity verification may be required before the review button is available. Google says reviews may take up to 7 business days. If issues are not resolved by the second review attempt, a one-week cool down period may begin, it cannot be shortened by support, and it may increase with each unsuccessful review. During a 7 or 28 day warning period you can request one courtesy review.

Questions

Sources

• support.google.com/merchants/answer/12471690
• support.google.com/merchants/answer/6150244
• support.google.com/merchants/answer/14011730
• support.google.com/merchants/answer/13693195

Checked against Google's help pages on 2026-10-08. Listvane is an independent tool made by Great Work LLC. It isn't affiliated with, endorsed by or sponsored by Google. Google and Google Merchant Center are trademarks of Google LLC.