If the appearance of your device doesn't meet your expectations, be sure to confirm which condition you ordered and compare it to the descriptions found on the item’s product details page.
Remember that the conditions listed on our product details pages only refer to the item’s appearance. This is because all technical conditions are the same – regardless of the grade, each one is in perfect working condition.
The sellers on our marketplace conduct extensive technical screenings to ensure your device is tested and restored to full functionality. This includes testing the battery to confirm it reaches at least 80% of its initial charge capacity, which is above market standard.
Without further ado, let’s talk appearance.
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Back Market condition descriptions
My device’s appearance doesn’t match its description
Back Market condition descriptions
Grades for smartphones, tablets, laptops, desktop computers, and smartwatches
Premium
A flawless screen and body that show no signs of use, and only genuine manufacturer parts and battery.
Excellent
Almost no signs of wear. The body may have very light micro-scratches, invisible at a distance of 20 centimetres (a bit longer than a standard-sized pencil) or more. For devices with screens, there aren’t any scratches.
Good
Light signs of wear. The body may have light micro-scratches, invisible at a distance of 50 centimetres (about an arm’s length) or more. For devices with screens, there aren’t any scratches.
Fair
Signs of wear. The body may have a few visible scratches and dents that don’t affect performance. Devices with screens may have light scratches that are slightly visible when the device is on. The item may have a custom engraving, if the previous owner had it personalised.
Grades for all other devices
Excellent
Almost no signs of wear. The body may have very light micro-scratches, invisible at a distance of 20 centimetres (a bit longer than a standard-sized pencil) or more. For devices with screens, there aren’t any scratches.
Good
Signs of wear. The body may have a few visible scratches and dents that don't affect performance. Devices with screens may have light scratches that are slightly visible when the device is on. The item may have a custom engraving, if the previous owner had it personalised.
My device’s appearance doesn’t match its description
If your device doesn't match its description, open a service request via your customer account. Log in to your account > “Orders” > “Get help”.
For the fastest turnaround time, upload photos of the device from multiple angles. We’ll respond within 1 business day with the next steps.
Don’t forget that orders received in the last 30 days are eligible for free returns. Alternatively, if there’s a discrepancy in appearance, we’re happy to provide compensation to make things right.