First, we’d like to apologize for the inconvenience. This does not meet the strict quality standards that sellers of our marketplace should comply with. But don’t worry, we are here to help you, just follow the instructions below.
Ideally, any defect due to transit should be reported to Back Market Customer Care as soon as you have received your item — within a maximum of 3 business days.
For your device to be exchanged or refunded by the seller (whichever you prefer), you’ll need to open a conversation with us from your customer account. To do so, just follow these steps:
- Log in to your Back Market account > “Orders” > "Get help".
- Follow the prompts to describe your issue.
- Leave a detailed message about the defective issues, including photos.
- State clearly which solution you’d like — a repair or refund.
We’ll get back to you within 1 working day. If there is indeed a problem with the device, we’ll send you a return shipping label.
For issues that appear after prolonged use, no worries, items sold on Back Market are covered by the 1-year commercial warranty provided by the Seller.
The 1-year Commercial Warranty is offered in addition to the legal guarantees due by the Seller and therefore does not affect your rights under the legal guarantees.