Google Play

Par mesure de précaution sanitaire pour les spécialistes de notre équipe d'assistance face à l'épidémie de COVID-19, nous fonctionnons en effectifs réduits. Nous vous remercions de votre patience, car nous risquons de mettre plus de temps que d'habitude pour vous répondre. Pour obtenir une assistance supplémentaire, consultez le Centre d'aide. 

Demander le remboursement d'un achat effectué sur Google Play

Suivez les instructions qui s'appliquent à votre situation :

  • Si vous avez acheté l'application ou effectué un achat via l'application il y a moins de 48 heures, vous pouvez en demander le remboursement via Google Play.
  • Si vous avez acheté de la musique, des films, des livres ou d'autres contenus, vous pouvez, dans certains cas, demander un remboursement passé ce délai de 48 heures (voir les modalités ci-dessous).

Nous prenons généralement notre décision sous un jour ouvré, mais un délai de quatre jours ouvrés peut être nécessaire.

Suivez les instructions qui s'appliquent à votre situation :

  • Si vous avez acheté l'application ou effectué un achat via l'application il y a moins de 48 heures, vous pouvez en demander le remboursement via Google Play.
  • Si vous avez acheté de la musique, des films, des livres ou d'autres contenus, vous pouvez, dans certains cas, demander un remboursement passé ce délai de 48 heures (voir les modalités ci-dessous).

Nous prenons généralement notre décision sous un jour ouvré, mais un délai de quatre jours ouvrés peut être nécessaire.

  1. Sur votre ordinateur, accédez à play.google.com/store/account.
  2. Cliquez sur Historique des commandes.
  3. Accédez à la commande que vous voulez retourner.
  4. Sélectionnez Demander un remboursement ou Signaler un problème, puis choisissez l'option correspondant à votre situation.
  5. Remplissez le formulaire et indiquez que vous souhaitez obtenir un remboursement.
  6. Un message s'affichera pour vous remercier de nous avoir signalé ce problème. Vous recevrez ensuite un e-mail indiquant la décision prise concernant votre remboursement. Vous obtiendrez généralement une décision dans les 15 minutes, mais le processus peut prendre jusqu'à quatre jours ouvrés.
Pour les appareils : si vous souhaitez retourner ou vous faire rembourser un appareil que vous avez acheté sur le Google Store, accédez à la page concernant les remboursements sur le Google Store afin d'obtenir plus d'informations.

Remarques :

  • Si vous souhaitez faire plusieurs demandes de remboursement, répétez ces étapes pour chaque article acheté. 
  • Si vous ne trouvez pas la commande que vous cherchez, vous l'avez peut-être passée avec un autre compte Google. Découvrez comment changer de compte

Signaler des débits provenant d'une personne inconnue

Important : Vérifiez que vos proches n'ont pas effectué un achat avec votre mode de paiement. Une fois votre réclamation validée, ils risquent de ne plus pouvoir effectuer de paiements via Google.
Si vous remarquez un débit provenant de Google Play, et si vous êtes certain que l'achat n'a pas été effectué par vous ni par quelqu'un que vous connaissez, signalez le problème dans les 120 jours suivant la transaction.
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Rechercher dans le centre d'aide
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