Maybe you weren’t able to finalise a transaction with the refurbisher, or you just want your device back – don’t worry, we’re here to help you find a solution.
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Did you reject the counteroffer?
Did the refurbisher send back your device due to an issue?
Did you decline the counteroffer?
If you decline the counteroffer, the refurbisher will ship your device back to you for free within 2 working days. You’ll be able to track the status of your package with a tracking number provided by the refurbisher.
Did the refurbisher send back your device due to an issue?
Are you in one of the following situations?
- You don't want to or can't disconnect your user accounts (e.g. iCloud, Google, Samsung) from your device despite our help.
- You don't want to send us a copy of your ID to finalize your trade-in.
- Your device has been identified as counterfeit or blocklisted.
If you're in one of these three situations, you must provide the refurbisher with a prepaid return label to get your device back. Here's how to do it:
Step 1: Create a shipping label on DHL
Go to the DHL website and select "Create a Shipment" from the Shipping tab.
Step 2: Estimate the weight of your item
To help you, here are the average weights for the most common devices on Back Market:
| Smartphone | Tablet | Consoles | MacBook |
| 0,25 kg | 0,75 kg | 2,75 kg | 2 kg |
For all other categories, you’ll need to weigh the item yourself or bring it to the post office to be weighed.
Step 3: Fill in the necessary information
You must fill out the following:
- Sender's address: the refurbisher’s address (they must give you this information)
- Recipient's address: where you enter your postal address
Step 4: Purchase insurance to ship your device
We recommend that you purchase insurance to ship your item in case of loss/breakage of the package.
Step 5: Send the shipping voucher as an attachment to the refurbisher
Log in to your Back Market account and message the refurbisher there. By keeping your interactions with the refurbisher on Back Market, we can take care of you if we see any issues arise.
Once the prepaid label has been sent to the refurbisher, they’re required to mail your item back within 2 business days.
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If you have any unresolved issues or concerns, you can contact us directly through our contact form. Please explain the problem you’re experiencing in detail, and we’ll get back to you as soon as we can.