If the appearance of your device doesn't meet your expectations, make sure to confirm which condition you ordered and compare it to the descriptions found on the item’s product details page.
Keep in mind that the conditions listed on our product details pages only refer to the item’s appearance. This is because all technical conditions are the same – regardless of whether you’re ordering a Fair, Good, or Excellent device. On the inside every one is in perfect working condition.
The sellers in our marketplace conduct extensive technical screenings to ensure your device is tested and restored to the best it'll ever be. This includes testing the battery to confirm it reaches at least 85% of initial charge capacity, which is above market standard.
Without further ado, let’s talk appearance.
Back Market condition 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.
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.
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.
My device’s appearance doesn’t match its description
If your device doesn't match its description, open a service request via your customer account. Log in to your account > “My orders” > “Ask for help”.
For the fastest turnaround time, upload photos of the device from multiple angles. We’ll respond within 1 business day with next steps.
Don’t forget that orders received in the last 30 days are eligible for free returns. Alternatively, if there’s a discrepancy in appearance, we’re happy to provide compensation to make things right.