Missing Return and Refund Policy in Merchant Center: Fix

What this issue means

This is part of Google's Editorial and professional requirements for Shopping. Google describes the issue as sites with empty, incomplete or hard-to-find return and refund information. Shoppers need to know what happens if something goes wrong before they buy.

You'll normally get a warning with a window to fix it, typically 7 or 28 calendar days. If the issue stays, the account can be suspended. Unclear refund terms can also feed into Misrepresentation under dishonest pricing and transaction conditions, which Google treats more seriously, so a clean policy protects you twice.

Why it happens

• No policy page at all, or it exists but isn't linked anywhere.
• Generic template text copied from another store, still naming that store or a different country.
• Missing essentials, such as no return window or no explanation of how refunds are paid.
• Contradictions, such as "30-day returns" on the product page but "all sales final" in the terms.
• "No returns" without explanation, or conditions so restrictive that returns are practically impossible.
• Policy buried in the FAQ or in a long Terms of Service with no clear heading.
• Mismatch with Merchant Center, where the return settings say one thing and the website says another.

How to fix it

A compliant policy is specific to your store. Cover each of these:

1. Return window. How many days customers have, and when the clock starts (delivery date is clearest).
2. Eligible items. What can be returned, and what can't, such as final-sale, custom or hygiene items. Explain the reason for exclusions.
3. Condition. Unused, original packaging, tags attached, or whatever applies.
4. How to start a return. An email, a form, or an account page, with the exact steps.
5. Return shipping costs. Who pays, and whether you provide a label.
6. Refund method and timing. Original payment method or store credit, and roughly how long after you receive the item.
7. Exchanges. Whether you offer them and how.
8. Damaged or wrong items. What customers should do if an order arrives damaged or incorrect.
9. Restocking fees, if any, stated clearly up front.
10. Contact details for returns questions.

Then make it visible and consistent:

• Name the page clearly, such as "Returns and Refunds," and link it in the footer of every page.
• Link it from product pages or the cart if your platform allows.
• Remove any older or conflicting return text elsewhere on the site.
• In Merchant Center, open your return policy settings (under Settings, in the shipping and returns area) and set the return window, costs and conditions to match the website.

Our free return policy generator builds a draft covering all of these points that you can edit for your store. If your shipping page is also thin, the shipping policy generator does the same for delivery terms.

How to request a review

After the page is live and linked, go to Products, then Needs attention, and select View setup and policy issues. Find the return policy issue, confirm you've fixed it and request a review. The Review and fix banner at the top of the account, when shown, leads to the same place.

How long it takes

Google says reviews during the warning period can take up to 7 days, and account reviews typically take about 7 business days, longer when complex. Many return policy issues clear on the first review once the page is complete and easy to find.

If the review fails, check for contradictions elsewhere on the site, which are the most common reason. Reviews are limited, so don't resubmit until you've rechecked.

How to prevent it

• Update the website and Merchant Center settings together whenever your policy changes.
• Don't use a policy you can't honor, and don't make returns deliberately difficult.
• Review the footer links after any theme or app change.
• Keep holiday or promotional return terms on the same page, clearly dated.

Mercantads can write a compliant returns page, align your Merchant Center settings and request the review for you. Get in touch or see our Merchant Center service.