Express Replacement is simple: if something is wrong with your device, we send you a replacement immediately, before you even send back the original. For free, no subscription, no hidden fees.
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What is Express Replacement?
How do I start an Express Replacement?
When can I get an Express Replacement?
Is Express Replacement free?
What warranty applies to the replacement device?
Can I have the replacement device shipped to a different address?
When do I need to return the original device?
What do I do if there's an issue with my replacement device?
What do I do if my Express Replacement is cancelled?
Can I cancel my Express Replacement?
Why does my invoice show a different amount?
What is Express Replacement?
If you experience an issue with a device you've just received, Express Replacement lets you get an identical replacement device sent directly to you, before returning the original. No waiting, no downtime, no extra costs. Your replacement ships within 3 business days.
This service is available for the length of the 30-day withdrawal period. The replacement device is an exact match to your original: same model, same storage, same colour. No compromises. And it's yours to keep: this isn't a temporary loan. It's your new device.
How do I start an Express Replacement?
Log in to your Back Market account > "Orders" > "Get help" on the relevant order. This will open a help request. If Express Replacement is available for your order, you'll see it as the first option.
If the option isn't visible, the service isn't available for that order. You can still opt for a standard return (i.e., repair, replacement, or refund).
When can I get an Express Replacement?
Express Replacement is available when the following conditions are met:
- You are within your withdrawal period.
- Your device belongs to an eligible category.
- An identical replacement device (model, storage, colour, SIM configuration) is available in stock.
- The issue encountered is covered by the seller's warranty.
If Express Replacement isn't available for your situation, don't worry: the option simply won't appear in your help request, and our team will be there to help you find the best solution.
Is Express Replacement free?
Yes, Express Replacement is completely free, including shipping the replacement device and returning the original.
We simply ask you to provide a valid payment method as a guarantee. It won't be charged as long as you return the original device within 10 days of receiving the replacement, in its original condition (accounts removed, accessories included, and in the same condition as when you received it).
If the original device is not returned as required (i.e., all accounts removed, with the accessories that came with it, and in the same condition as you received it), the cost of the original device will be charged to the payment method provided.
See the Express Replacement Terms and Conditions
What warranty applies to the replacement device?
The replacement device comes with the same legal guarantees and commercial warranties as the original device, starting from the delivery date of your replacement device.
See the Express Replacement Terms and Conditions
Can I have the replacement device shipped to a different address?
No, the replacement device is always shipped to the original delivery address.
When do I need to return the original device?
You have 10 days from the date you initiated your replacement request to send back the original. Your replacement package includes a free return shipping label.
If there's a delay in receiving the replacement device, simply reopen the same conversation with Back Market, and we'll be happy to help.
What do I do if there's an issue with my replacement device?
If you're experiencing an issue with your replacement device, reach out to us through your customer account.
Log in to your Back Market account > "Get help" in the replacement device section. Our team will take it from there.
What do I do if my Express Replacement is cancelled?
If your Express Replacement is cancelled, you can still follow the normal process for a return and refund. Back Market will contact you to walk you through it.
Can I cancel my Express Replacement?
If you've changed your mind and no longer want your Express Replacement, you can cancel it, depending on the status of the replacement order.
Before the seller validates the order: You can cancel your Express Replacement request by contacting Back Market Customer Care immediately via your original order conversation.
After the replacement device has been shipped: If the replacement device has already been shipped, you have two options:
- Refuse the package at the time of delivery. If you do, inform Back Market Customer Care that you refused delivery to expedite the return processing.
- Receive the device and return it immediately using the free return label provided. Back Market Customer Care will also guide you on returning the original device.
In either case, contact Back Market Customer Care to let us know your decision and to get the return label for the replacement device if needed.
Once your cancellation is processed, you can still resolve your issue through our standard return process (i.e., repair, replacement, or refund).
Why does my invoice show a different amount?
Back Market covers any price difference between your original order and the replacement device. You never pay more than your original order price; the invoice may simply reflect the actual value of the replacement device, which we cover on your behalf.