What is Express Replacement?
If you encounter an issue with a device you've just received, but you'd like to keep using it until you receive a replacement, you can request an Express Replacement.
This new service is available for the length of the withdrawal period. The replacement device is an identical model to the original device.
How can I start an Express Replacement?
Make sure you’re logged into your account. Go to your “Orders” page, find the order you want an Express Replacement for, and select “Get Help”. This will open a help request, and if Express Replacement is available for your order, you will see it as the first option.
If you don't see the option for Express Replacement, it's not available for that particular order. You will still have the option to return the device through the normal process for a repair, replacement, or refund.
When can I get an Express Replacement?
Currently, Express Replacement is only an option during the withdrawal period and only for certain categories of devices. It’s also only available when a replacement device matching your original device (model/storage/color/SIM configuration) is available. If it’s not available, you won’t find the option for Express Replacement when opening a help request.
Will I be charged?
To avoid cases of fraud, Back Market needs valid payment information in case the original device is not returned or not returned in the same condition as it arrived.
There are no additional charges for shipping of the replacement device or the return of the original device. As soon as the seller receives the original device in the expected condition, your payment information will be deleted.
If you’ve received the replacement device but do not return the initial device within the deadline and in the correct state (i.e., all accounts removed, with the accessories that came with it, and in the same condition as you received it), or in case of fraud, Back Market will charge the payment method added when you started the Express Replacement for the cost of the replacement device.
Can I have the replacement device shipped to a different address?
To avoid cases of fraud, the replacement device will always be shipped to the original shipping address.
When do I need to return the original device?
Once you validate the Express Replacement process, you have 10 days to return the original device. You'll receive the free shipping label along with the replacement device.
If there's a delay in receiving the replacement device, simply re-open the same conversation with Back Market, and we'll be happy to help.
My Express Replacement got canceled. What do I do?
In the unfortunate event that your Express Replacement is canceled, you can still follow the normal process for a return and refund. Back Market will contact you to walk you through it.
My replacement device has a problem. What do I do?
If you’re experiencing a problem with your replacement device, we recommend reaching out to Back Market through your customer account. Select the “Ask for help” button under the replacement device section so we can assist you.
My invoice for the replacement device doesn’t match what I paid
Back Market covers any price difference for the replacement device, so the invoice for the replacement device might not match what you paid.