Need to return an item to its seller? This step-by-step guide will help you send off the item with peace of mind so you can get your refund, repair, or replacement underway quickly.
Unless you’ve damaged it, you can generally return any item for a full refund or exchange within 30 days of receiving it. Even when those 30 days are over, you're still covered by our 1-year warranty in case a technical issue comes up and you need to have the product repaired.
For more information, and to avoid unnecessary delays, take a closer look at our return policy and then follow the steps below.
Contact Back Market Customer Care
- Log in to your Back Market account > “Orders” > “Get help”.
- Follow the prompts, answering the questions about your return.
- When you've reached the confirmation screen, the return process is underway. You'll receive an e-mail with the return label and instructions.
Prepare your item for its voyage
Step 1. Check your warranty coverage
Step 2. Send us photos of your item in our conversation on the Back Market messaging platform
Step 3. Back up and/or transfer your data
Step 4. Disconnect your iCloud/Google/Samsung account and eSIM
Step 5. Place your order details inside the return package
Step 6. Pack your item according to our instructions
Step 1. Check your warranty coverage
Please note that if your item has significant physical damage (e.g. broken screen), oxidation (liquid damage), or was opened by a third party, it won’t be covered by the Back Market warranty.
For out-of-warranty items, the seller will return the device to you unrepaired.
If the seller is unable to repair the item under the warranty, it doesn’t automatically mean it's unrepairable. You can still take it to a local repair shop.
However, if you feel that the relationship between you and your broken item has come to an end and it is time for something new(ly refurbished), you might want to trade it in for cash — the professional refurbishers on our platform would be happy to buy your broken device and give it a new life.
Learn more about warranty exclusions
Step 2. Send us photos of your item
To avoid a dispute over the condition of your item, please take clear, bright, and, ideally, reflection-free photos that show the buttons and ports on the item. Once we respond to your message regarding your return request, you can attach the photos in the same conversation. If you’re unable to send the photos in a single message, you can send them individually.
Photos of smartphones and tablets must show:
- The device with the screen turned on (if possible)
- The device with the screen turned off
- Back of the device
- Left side
- Right side
- Top side
- Bottom side
Photos of personal computers must show:
- Screen turned on
- Screen turned off
- The back case of the computer
- Left side (slightly open)
- Right side (slightly open)
- Front side (closed)
- Back side (closed)
Photos of smartwatches must show:
- The front screen/case turned on
- The front screen/case turned off
- Back case
- Left side
- Right side
- The section between the strap and the top screen
- The section between the strap and the bottom screen
For other types of items
For anything not listed here, your approach should be the same — take good-quality photos of the item, including all of its sides.
Step 3. Back up and/or transfer your data
This section only concerns devices with personal data storage. Think smartphones, tablets, laptops, gaming consoles, and computers — things you can log in to. You can skip this step if you’re returning other types of electronics.
When you return an item, sellers do a whole series of tests on your device and may even completely restore it. So, regardless of why you’re returning it, be it an exchange, refund, or any type of repair, you should always back up your data and remove it beforehand.
If your device is not working (or at least your screen is not responding), you won’t be able to back up your data, but you can always see if there is a backup on any cloud account you have.
Rest assured, sellers on Back Market must comply with the strict privacy laws laid out in our Ethics and Compliance Charter. This means that they will never handle your personal data, but it also means that they can’t back it up for you either. So, to help yourself, follow the link for your device below and follow the steps.
| Apple Devices | |
| iPhone, iPad, iPod Touch | |
| Apple Watch | |
| Mac |
| Samsung/Android Devices | |
| Samsung smartphones & tablets | |
| Android smartphones & tablets | |
| Android base smartwatches |
| Other devices | |
| Windows computers (HP, Asus, Dell, Lenovo) |
Check your Windows version via the first link before moving on to the second link. |
| PlayStation 4 | |
| Nintendo Switch | |
| Xbox |
Step 4. Disconnect your iCloud/Google/Samsung user account or eSIM
If an iCloud, Google, or Samsung account or eSIM is still active when you send your item, it’ll result in significant delays in processing your refund or exchange.
Whether you’d like a refund, repair, or exchange, there are several reasons we ask you to deactivate your user accounts and eSIM:
- To protect your data and privacy
- To make it possible for the seller to restore and repair the device
- To make it possible for another person to use the device if it’s resold
WARNING: You must deactivate your user accounts and eSIM to successfully return a device (e.g. smartphone, laptop, tablet) — otherwise, the seller won’t be able to repair, reuse, or connect to it.
For Apple iCloud user accounts
Removing an iCloud account from an iPhone/tablet
I still have my phone/tablet, and it still works.
Step 1. Open the “Settings” app.
Step 2. Select your Apple ID/profile at the top.
Step 3. Scroll down and select "Sign Out".
Step 4. Enter your Apple ID password if prompted.
Step 5. Choose the data you want to keep on the device.
Step 6. Select "Sign Out" again to confirm your choice and remove the account.
I don’t have my phone/tablet, or it no longer turns on.
If your smartphone no longer turns on and you need to remove it from your iCloud account, you can do so using another device or a computer. Here's how.
Step 1. Go to Apple's iCloud site
Step 2. Log in with your Apple ID and password.
Step 3. Select "Find iPhone".
Step 4. Select "All Devices" at the top of the screen.
Step 5. Select the device you want to remove from your iCloud account.
Step 6. If the device is offline (which will be the case if it doesn't turn on), select "Remove from Account".
By doing this, you will disassociate the device from your iCloud account. Note that this will also disable the Find My iPhone feature for that specific device. Don’t forget to unregister your device from your Apple ID account to remove it from your trusted devices list as well.
Removing an iCloud account from a laptop/computer
I still have my laptop or computer, and it still works
To remove an iCloud account from a MacBook or iMac, follow these steps.
Step 1. Select the Apple menu in the top-left corner of your screen.
Step 2. Select "System Preferences" from the dropdown menu.
Step 3. Select "Apple ID" or "iCloud" depending on your version of macOS.
Step 4. Log in with the Apple ID you want to remove.
Step 5. Select "Overview" (if available).
Step 6. Select "Sign Out" in the bottom-left corner.
Step 7. You may be prompted to keep a copy of your iCloud data on the Mac. Decide if you want to keep a copy.
Step 8. If you have any Apple Pay cards set up, you will be asked to remove them before signing out.
Step 9. Enter the password associated with your Apple ID to turn off Find My Mac and disable iCloud.
Step 10. Now, the sign-out process will begin. Once completed, the iCloud account will be removed from your Mac. Nice work! Learn how to prepare your Mac
I don’t have my laptop or computer, or it no longer turns on.
Step 1. Using another device with internet access, go to Apple’s iCloud site
Step 2. Log in with your Apple ID and password.
Step 3. Select "Find iPhone".
Step 4. Select "All Devices" at the top of the screen.
Step 5. Select the MacBook or iMac that you want to remove from your iCloud account.
Step 6. Select "Remove from Account". Note that since your device won't turn on, it will appear offline.
By removing the device from your iCloud account, you're ensuring that it's no longer linked to your Apple ID and that the Find My service is disabled for that device. This is particularly important if you're planning to dispose of, sell, or give away the Mac, as it prevents future users from encountering activation locks or other restrictions. Learn how to prepare your Mac
Removing an iCloud account from Apple Watches
Follow these guidelines: What to do before you sell, give away, or trade in your Apple Watch, or buy one from someone else
Removing an iCloud account from AirPods or Beats headphones
From Find My, unpair them from Bluetooth settings on each of your devices, then remove them from your devices list
For Samsung user accounts
Removing or disconnecting a Samsung account from a phone/tablet
I still have my phone/tablet, and it still works
Step 1. Go to “Settings” on your Samsung smartphone or tablet.
Step 2. Scroll down and select “Accounts and backup”.
Step 3. Select “Accounts” or “Samsung Account”.
Step 4. Select the account you want to remove.
Step 5. Select “Remove Account” or “Sign Out”.
Step 6. Confirm by selecting “Remove Account” again or entering your password if prompted.
I don’t have my phone/tablet, or it no longer turns on.
Step 2. Log in with the Samsung user account you want to remove.
Step 3. Select the device in question.
Step 4. Use the “Erase Data” feature to trigger a factory reset — this will remove the user account and data stored on the device.
Removing or disconnecting a Samsung account from a laptop/computer
I still have my laptop or computer, and it still works.
Step 1. Open "Settings".
Step 2. Select "Accounts".
Step 3. Find the user account under "Your info" or "Email & accounts".
Step 4. Select the user account and select "Manage" or "Remove".
Step 5. Confirm the removal and follow any additional prompts.
Step 6. Sign out of any Samsung apps on your laptop.
Optionally, delete any leftover Samsung user account files from your device.
I don’t have my laptop or computer, or it no longer turns on.
If your laptop or computer won't turn on, you can't remove your Samsung user account directly from the device. Instead, go to the Samsung account website from another device > log in with your user account > remove the device. Log in to your Samsung user account
Still have questions? See instructions from Samsung
For Google user accounts
Removing a Google account from a phone/tablet
I still have my phone/tablet, and it still works.
Step 1. Go to your device’s "Settings" app.
Step 2. Scroll down and select "Accounts" or "Accounts and backup".I don’t have my phone/tablet, or it no longer turns on.
Step 1. Go to your Google account settings
Step 2. Log in with the Google account you want to remove.
Step 3. Go to "Security".
Step 4. Scroll down and select "Your devices".
Step 5. Select "Manage devices”.
Step 6. Select the non-working smartphone or tablet in the list. Note that it should have the model of the phone/tablet and the last time it was used with your Google account. Step 7. Select "Sign out”.Removing a Google account from a laptop/computer
I still have my laptop or computer, and it still works.
Step 1. Open your web browser and go to the Google homepage.
Step 2. Select the user icon in the top right corner of the page — it should have your profile picture or an initial.
Step 3. Select "Sign out" or "Sign out of all accounts''. Note that if you're logged in to multiple Google accounts, you'll need to log out of each one individually.
Step 4. If you want to remove the account from your browser completely, go to your browser's settings or preferences.
Step 5. Look for a section related to accounts or sync settings and select it. This will vary depending on the browser you're using (e.g., Chrome, Firefox, Safari, etc.).
Step 6. In the accounts or sync section, you should see a list of Google accounts that are associated with your browser. Find the account you want to remove and look for an option to "Remove" or "Sign out" from the account.
Step 7. Confirm your choice if prompted, and the account will be removed from your browser.
Please note that removing a Google account from your browser does not delete the account itself — it only removes access to the account from that particular browser. You can still log in to the account on other devices or browsers.
If you're using Google Chrome and you want to remove the account from the browser completely, you may also need to clear your browsing data. Here’s how to do so.
Step 1. Go to Chrome settings by searching for “chrome://settings/” in the address bar of your Chrome browser.
Step 2. Find "Privacy and security" and select "Clear browsing data".
Step 3. Choose the time range and select the boxes for the types of information you want to remove (e.g., cookies, cached images, and files).
Step 4. Select "Clear data".
I don’t have my laptop or computer, or it no longer turns on.
If your laptop or computer no longer turns on, you won't be able to directly remove a Google account from the device because you need to access the operating system to sign out or remove accounts.
However, you can still ensure that your Google account is secure and that no one can access it from the device if it were to be turned on by someone else.
Here are a few things you can do:
- Change your Google account password: To sign out of all devices, including the ones that won’t turn on, log in to your Google account and change your password.
- Review your Google account security settings: While signed into your Google account, check your security settings and review any devices that are connected to your account. You can remove the access of the device that won't turn on.
- Two-factor authentication: If you haven't already, set up two-factor authentication for your Google account. This adds an extra layer of security for all your linked devices.
- Revoke access: If you're concerned about the device falling into the wrong hands, you can revoke access to your Google account for that specific device through your account's security settings. This will prevent the account from being automatically logged in if the device is repaired.
-
Remote wipe (if applicable): If you set up management software that allows for remote wiping of the device (like Google's Find My Device for Chromebooks), you can use that feature to erase your data remotely.
Still have questions? See instructions from Google
How to disconnect your eSIM
Your phone still turns on:
In this case, you have two options to remove the eSIM:
Option 1: Go to "Settings" > "Mobile Data" > "Delete eSIM"
Option 2: When you restore your device, you can choose to erase your eSIM
Your phone won’t turn on:
When the phone won’t turn on, you will have to contact your carrier to disconnect the eSIM from your broken device.
Step 5. Place your order details inside the return package
Please print the proof of purchase or receipt, which you can find in your Back Market account under "My orders", and place it in the package. If you don't have a printer, you can write the following information on a blank piece of paper and put it in the package:
- Your first and last name
- Order number
- Date of the order
Step 6. Pack your item according to our instructions
Electronics need to be packed with quality materials to weather the bumps and bustle of shipping transport. Packing your item with the right materials and methods will help ensure that your fragile, valuable item arrives at the seller undamaged. Please keep in mind that you could risk losing your refund if the item is not packed properly. Here are some basics of good packing:
- If you have a screen protector on your device, leave it on to help protect it during transit.
- If you have a protective case on your device, remove it — we won't be able to return it to you later.
- Do not pack your item in an envelope.
- Avoid reusing old boxes as they may have lost some of their rigidity and can be refused by the carrier at the time of drop-off.
- The box should be strong and sturdy with double- or triple-walled cardboard.
- Use packing materials such as bubble wrap, airbags, cardboard, or foam peanuts/pellets to wrap and/or securely position your item inside the box so that it can’t move during transit. You don’t want to leave any empty spaces in the box.
- Use pressure-sensitive tape (no cellophane tape, masking tape, string, or rope), and be sure to protect all corners and seams (center and edges).
- Stick the return label on top of the box (you can also place a spare label inside to help identify your shipment in case the original label is detached or damaged).
To be super safe:
- Take photos of the inside of your package and the outside (making sure that the return label is visible). There's no need to send the photos to us at this point, but they're handy to have in case of a dispute with the shipping provider later.
- Ask at the drop-off point for proof that you have handed over the package (This could be a stamp or a piece of paper.)
Step 7: Ship it to the seller!
Check the courier on the return label and go to the accurate section. Be aware that drop-off points differ by courier and that your parcel can be rejected if you wind up at the wrong one. Also, If you don’t have a printer, there are options to print the label at some drop-off points. Read on for more details.
If you received a DPD UK label, here’s what to do:
- Note that DPD UK return label can only be dropped off in DPD Pickup Shop
- Find the nearest DPD Pickup parcelshop here
- Print the label and stick it on your parcel in a clearly visible location
- Drop the parcel off at the nearest DPD Pickup parcelshop and keep the receipt!
If you received a RoyalMail label, here’s what to do:
- Note that Royal Mail return labels can only be dropped off in Royal Mail Delivery/Post Offices
- Find the nearest Royal Mail drop-off points here
- Print the label and stick it on your parcel in a clearly visible location
- Drop the parcel off at the nearest Royal Mail Delivery/Post Offices and keep the receipt!
If you received a DHL Express label with “Express Worldwide DHL” on it, you have 2 options:
Option 1: Drop your parcel off at a DHL Service Point
- Find the closest DHL Service Point here
- Select your location, choose "Send shipment" > "I have a DHL account or return shipment" > "I have printed a DHL Label"
- Print the label and stick it securely on the top surface of the box (If you can’t print your return label, check the “Services available” section at the DHL Service Point you selected, some locations have “Label printing possible” for a small fee. Before you go, make sure you have a digital copy of the label so that you can print it off at the store (e.g. USB stick)
- Drop the parcel off at the DHL Service Point and keep the receipt!
Option 2: Schedule a pickup with DHL
- Go to the DHL website and make an appointment
- For the question "Do you need to create a shipping label?" select "No" > "I have a DHL Waybill Number"
- Enter the DHL waybill number (a 10-digit number next to the word “WAYBILL” beneath the first barcode on your label)
- Fill in your information, select the date and time of your pickup.
- Print the label and stick it on your parcel in a clearly visible location
- Make sure you’re at home for the appointment so DHL can pick up the parcel!
If you have a return label provided by Back Market or purchased on your own, be sure to comply with the guidelines of the courier regarding sending, drop-off, packing, etc., and keep your receipt as proof of the shipment. If you’re sending your parcel yourself, we suggest buying insurance to cover the potential damage or loss of your parcel while in transit. Also, be sure to get a tracking number!