Few things are more disappointing than opening your package and finding a broken device. Damages can occasionally happen during shipping, so we’ve got you covered.
What constitutes "damages"?
Damages can include appearance flaws such as cracked or broken screens, dents, or scratches below the condition level (e.g. Premium, Excellent, Good, Fair) you purchased, as well as issues with the functionality of the device, such as broken cameras, speaker issues, or anything that affects its usage.
What should I do if my package is damaged?
If your package arrives damaged, you should report the damaged delivery as soon as possible (within a maximum of 3 business days following delivery) to ensure the seller can report the damage to the shipping carrier. Make sure to keep the packaging, so we can figure out how it was damaged and prevent this from happening again.
If your item was damaged, we will open an investigation with the shipping carrier and help you get a replacement or refund.
How do I contact Back Market Customer Care?
You’ll need to contact Back Market Customer Care via your account. To report the damage, log in to your Back Market account > "Orders" > "Get help".
We’ll need a few things from you. Sending the following photos with your initial message will help resolve the issue faster:
Packaging (please keep the packaging until the issue is resolved)
Shipping label showing the tracking number
The damaged device (include at least 3 photos for clarity)