In which situations can I get a refund?
You have 30 days to try out your device. If, for any reason, it doesn't meet your expectations, you can change your mind and request a refund.
Sometimes issues only appear after prolonged use, which is why we also provide a 1-year warranty. The warranty starts on the date of delivery and covers hardware defects.
The warranty doesn’t apply to wear and tear from normal use (including a decrease in battery capacity), significant impact damage, or oxidation (liquid damage). The warranty will also no longer be valid if your item has been tinkered with by anyone other than the seller.
Another situation in which you'd be refunded is if the seller is unable to repair or replace your item — they’ll automatically refund you in these cases.
How will I be refunded if I paid with a credit or debit card?
Your refund amount will be sent to the credit or debit card you used to make your purchase.
What’s an “ARN” and how do I find it?
An ARN or “Acquirer Reference Number” is a unique number created to identify credit or debit card transactions. It makes your refund traceable in case there’s an error with the bank account or the seller’s account. It’s rare, but your bank may ask for an ARN so they can refund you.
If you need the ARN to identify your credit or debit card transaction, reach out to Back Market Customer Care in your ongoing help request conversation. You can find the conversation by logging into your customer account > "Orders" > "Go to conversation" next to the order in question.
How can I check if I was refunded?
Check your email. We’ll send a notification email to the address linked to your Back Market account.
Log in to your Back Market account. If you’ve been fully refunded, you’ll see a banner labeled “Refunded order” on the purchase in your order history. Just log in to your Back Market account > “Orders”. Note that if you got a partial refund, the banner won’t appear.
Open your conversation thread with Back Market Customer Care. We’ll send you an update in our conversation thread when your refund has been issued.
How will I be refunded for orders paid for via PayPal?
The amount refunded will be directly transferred back to the PayPal account you used to make the purchase. This can take up to 7 business days but it can depend on your bank. Unfortunately, Back Market doesn't have control over this.
If you don’t see the money show up in your PayPal after 7 business days, please reach out to Back Market Customer Care. Don’t forget to include your order number and the amount of the refund so we can solve this for you as quickly as possible.
Can my refund be sped up? How long does it take?
Unfortunately, Back Market is not able to speed up your refund. Once issued, processing times are set by your payment method and bank, and are outside of Back Market's control. Here are the expected timelines depending on how you paid:
Payment method | Processing time |
Credit & debit cards | 7 business days |
PayPal | 7 business days |
10 business days (up to 45 days if the payment was made with a virtual card) | |
Voucher or promo code used for all or part of your purchase | Contact Back Market Customer Care and you'll be given a new code for the same amount. |
Klarna | 10 business days |
What if I don't see the money in my bank account?
If you’re sure you’ve been refunded and have taken into account the processing time for your payment method, we’re happy to help you figure things out.
Contact Back Market Customer Care by logging in to your Back Market account > "Orders" > "Get help". We’ll get back to you within 1 business day — so sit tight, we’ll be in touch soon.
Protection of your banking data
Back Market does not store your banking data. Your card details (card number, expiry date, security code) are exclusively managed by our payment providers, who apply compliant security processes.
Back Market does not have access to your full banking details and therefore cannot provide you with your card number. If you need this information, please contact your bank directly.