Appearances are important, especially when you're expecting them to meet Back Market descriptions.
If you think your device doesn't match its appearance grade, please check the grade you ordered and compare it to the description listed on our site.
As a reminder, each item sold on Back Market is matched to its grade by the refurbisher.
Back Market grade descriptions:
Appearance: Like new. The body may have very light micro-scratches, invisible at a distance of 8 inches (a bit longer than a standard-sized pencil) or more. For devices with screens, there aren’t any scratches.
Technical condition: Excellent. Durability scores are high, and chances of encountering tech issues are very small.
Appearance: Light signs of wear. The body may have light micro-scratches, invisible at a distance of 20 inches (about an arm’s length) or more. For devices with screens, there aren’t any scratches.
Technical condition: Very good. Durability scores are above average, and chances of encountering tech issues are small.
Appearance: Signs of wear. The body may have a few visible scratches and dents that don’t affect performance. For devices with screens, they may have light scratches that are slightly visible when the device is on.
Technical condition: Good. Durability scores are average and still meet the quality levels required by our charter.
If the appearance of your device doesn't match the grade description, you can open a service request with the refurbisher by logging in to your customer account. Click the “Help” button next to your order and follow the steps to reach out. For the fastest turnaround time, include multiple photos of the device from every angle and upload them to the service request. 📸
After the request is submitted, the refurbisher will respond within 1 business day to arrange an exchange or refund, whichever you prefer.