How do I return my product?

So, you'd like to return your product to the seller? Here's a step-by-step guide to returning your product with peace of mind.

This guide is dedicated to customers who have already notified the seller of their intention to return their order. If you encounter a problem with your device and wish to return it, please first contact Back Market Customer Care directly by logging onto your customer account and clicking on "Ask for help". 

Here are the steps to follow: 

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: Include your IMEI number (for smartphones only)

Step 4: Back up and/or transfer your data

Step 5: Disconnect your iCloud/Google/Samsung account and send us proof of disconnection

Step 6: Place your order details inside the return package

Step 7: Pack your item according to our instructions

Step 8: Ship it to the seller

 

Step 1: Check your warranty coverage

If your item has been subjected to significant impact damage, oxidation, or has been opened by a third party, it won’t be covered by the Back Market warranty.
Please refer to our guide on warranty exclusions by clicking here.

Step 2: Send us photos of your item

To protect yourself in the event of a carrier dispute, please make sure you have proof of the general state of your item before returning it. Please make sure to take clear, bright, and ideally, reflection-free photos that clearly show the buttons and plugs on the item. If you are unable to send the photos in a single message, please send them individually. 

Please send 7 individual photos that clearly show: 

1. Smartphone with the screen turned on (if possible)
2. Smartphone with the screen turned off
3. Back of the smartphone
4. Left side 
5. Right side
6. Top side
7. Bottom side

Photos of tablets must show: 

Photos of personal computers must show: 💻

Photos of smartwatches must show: ⌚

For items in other product categories:

For items in other product categories that are not listed, the rule remains the same: Take pictures of your item from every angle. Make sure that pictures of sensitive components (screen, ports, etc.) are taken close enough and under good lighting.

 

Step 3: Include your IMEI number (smartphones only)

In many cases, the International Mobile Equipment Identity (IMEI) number can be found on the box of the device or is included with the information from the seller. If you can't locate it, you can retrieve it using this process:

Step 4: Back up and/or transfer your data

This section only concerns devices with personal data storage. Think smartphones, tablets, laptops, gaming consoles, 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 & 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

Samsung/Android smartphones & tablets

Android base smartwatches

Windows computers (HP, Asus, Dell, Lenovo)

Gaming consoles

 

Step 5: Send us confirmation of disconnection

If an iCloud, Google, or Samsung account is still active when you send your item, it will result in significant delays in processing your refund or exchange. 

Whether you would like a refund, a repair, or an exchange, there are several reasons we ask you to deactivate your user accounts and delete your personal data: 

• 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

PLEASE NOTE: Disconnecting your personal account on your device is absolutely necessary before repair work can happen. 

 

Apple products: iPhone/iPad/MacBook

Samsung devices

Other Android devices

Windows computers

 

Step 6: Place your order details inside the return package

📩 Please print the proof of purchase or invoice that you can find in your personal Back Market space, under "My orders" and put it in the parcel. If you don't have a printer, you can also write the following information on a blank piece of paper and insert it into the parcel:

• Back Market
• Your name and surname
• Order number 
• Date of the order
• Pin code/unlocking system (if you couldn't remove it)

Step 7: 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 to the seller undamaged. Here are some basics of good packing:

• 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 of 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 (centre 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)

Lastly, take pictures of both the inside and outside of your package before sending it off. The return label should be clearly visible on the outside. The photo of the inside should show your item placed snugly in the box. These pictures can be the determining factor if a courier investigation takes place.

Step 8: 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:

1. Note that DPD UK return label can only be dropped off in DPD Pickup Shop
2.  Find the nearest DPD Pickup parcelshop here
3. Print the label and stick it on your parcel in a clearly visible location
4. Drop the parcel off at the nearest DPD Pickup parcelshop 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

Option 2: Schedule a pickup with DHL

If you have a return label provided by Back Market Customer Care 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!