Returns and refunds policy

Once you receive your Back Market order, you have 30 days to return it to the seller. All you have to do is reach out to us.

A few things to keep in mind:

• If you receive a wrong or defective item, there are missing accessories, or you change your mind about the item, you can ship it back for free.
• If you believe your item was damaged during transit, please let us know within 3 business days of receiving it.

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What about returns after the first 30 days?

How do I start the return process?

What happens after I send my item back?

How do refunds work?

What about returns after the first 30 days?

Sometimes issues only appear after prolonged use, which is why items sold on Back Market are covered by a 1-year warranty provided by the seller. The 1-year warranty begins on the date of delivery and covers defects in materials and workmanship, whether affecting hardware or software.

The 1-year 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 1-year warranty will also no longer be valid if your item is repaired or tampered with by anyone not authorized by the seller.

Learn more about the 1-year warranty

How do I start the return process?

Log in to your Back Market account > "Orders" > "Get help" to open a service request.

For more details on what to include in your service request and how to prepare your item for return: Find step-by-step return instructions

Don't forget to:

• Remove all personal data and do a factory reset before returning the item.
• Remove your SIM card and include all the accessories that came with the item (e.g., the charger, cords, etc.)
• Package everything securely before sending it back.

What happens after I send my item back?

How long does the seller have to process my return?

Once you've received confirmation that your device reached the seller, they must meet the following deadlines:

• Up to 2 business days for a refund
• Up to 3 business days for repairing items (except laptops and bulky items)
• Up to 5 business days for repairing laptops and bulky items

If the deadline has passed and you haven't received any updates, you'll be refunded in full (as long as no signs of liquid damage, impact, or third-party handling are found).

Will my item be repaired or replaced?

The seller will always try to repair your item first. If repair isn't possible, they'll replace it with the same item as long as they have one in stock. If the same model isn't available, we'll refund your order in full (as long as no signs of liquid damage, impact, or third-party handling are found).

What if the deadline has passed?

If the deadline has passed and you haven't heard from us, rest assured that we'll refund your order. Once the refund has been made, we'll notify you by:

• Sending an email with further details
• Updating you in our Back Market Customer Care conversation
• Adding the refund details to your order history, under "Orders"

What if my return package wasn't received?

If you think your package was never received, reach out to Back Market Customer Care.

Have the following handy: your tracking number, the name of your shipping provider, your drop-off date, and any documentation they provided.

If the shipping provider does lose the return, the seller is still obligated to send you a replacement or issue a refund.

Can you send my device back to a different address?

If you recently changed your address, please let us know in your Back Market Customer Care conversation. If you don't have a conversation open yet, log in to your Back Market account > "Orders" > "Get help" to start your service request and specify your preferred delivery address.

Can you speed up the process?

Unfortunately, we can't speed up the process. Sellers need enough time to run necessary tests, make repairs, and ship your device back. We set our deadlines with your wait time and experience in mind. Once the seller is done, we'll send you a tracking link (for repairs) or a refund confirmation.

How do refunds work?

How long does a refund take?

Once a refund is issued, processing times are set by your payment method and bank and are outside of Back Market's control. Here are the estimated timelines:

How will I be refunded?

• Credit or debit card: Your refund will be sent to the card you used to make the purchase.
• PayPal: Your refund will go back to the PayPal account used for the purchase (up to 7 business days). If you don't see the refund after 7 days, reach out to us.
• Apple Pay or Google Pay: Your refund goes back to the payment card linked to that wallet. You don't need to take any action. Your bank will process the refund within 7 business days.

What's an "ARN" and how do I find it?

An ARN (Acquirer Reference Number) is a unique number that makes your refund traceable in case of a bank error. Your bank may ask for it. If you need the ARN for your transaction, log in to your Back Market 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 to your Back Market account email address.
• Log in to your Back Market account: a "Refunded order" banner will appear in your order history for full refunds (under "Orders").
• Open your conversation thread with Back Market Customer Care: we'll post an update when your refund is issued.

What if I don't see the money in my bank account?

If you've been refunded and have accounted for the processing time above, 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.

How is my banking data protected?

Back Market doesn't store your banking data. Our payment providers exclusively manage your card details (card number, expiry date, and security code) and apply compliant security processes. Back Market can't provide your full card number. Contact your bank directly if you need it.