All repair requests must be made through our partner's portal.
How can I make a request for repair?
To make a repair request, you can do it with our service partner, Evy (Evy Sp. z.o.o.). You can follow these steps depending on when you purchased your plan:
- For purchases made before April 25, 2024: click on this link
- For purchases made on or after April 25, 2024:
- Log in to your Back Market account
- Go to the Protection Plans section
- Click on the button that will redirect you to the insurer's portal
You can also access the portal through your confirmation emails sent after you purchased a plan.
What options will be available to me once I have sent my repair request?
All repair requests must be declared within 5 business days from the day you became aware of the issue. In case of breakage, you’ll also be asked for Proof of Purchase and, in some cases, photos of the broken device.
We chose our partner for their speedy service and great customer care. So after you completed your request, our partner Evy will assess it and you’ll receive a reply within 24 hours.
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If your device needs a repair:
You’ll receive a shipping label to send your device to their repair center and you can follow its progress on the provider’s website.
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If your device is not repairable:
You’ll receive a digital gift card or a voucher (valid for 12 months) that you can use on Back Market to find a replacement device.
The value is calculated based on the device’s price and, if applicable, depreciation rates outlined in the Terms and Conditions of the plan purchased.- If you purchased your plan on or after April 25, 2024, see the Terms and Conditions that came with your plan at that time. You should have received them in your email confirmation from the partner. You can also find them in 'My orders' section of your Back Market customer account.
- See Terms and Conditions for purchases before April 25, 2024