Returns and refunds instructions

Need to return an item to its seller? This step-by-step guide will help you send off the item with peace of mind so you can get your refund, repair, or replacement underway quickly.

Unless you’ve damaged your device, you can generally return any item for a full refund or exchange within 30 days of receiving it. We also throw in a 1-year warranty in case an issue comes up after that period. 

For more information, and to avoid unnecessary delays, take a closer look at our return policy. If you’ve already checked and you’re good to go, just follow the steps below.

 

Contact Back Market Customer Care

• Log in to your Back Market account and go to "My orders" > “Ask for help”. 
• Follow the prompts, answering the questions about your return.
• When you've reached the confirmation screen, the return process is now underway and we'll be in touch within 24 business hours.

Prepare your item for its voyage

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

Please note that if your item has significant physical damage, oxidation (liquid damage), or was opened by a third party, it won’t be covered by the Back Market warranty.

For out-of-warranty items, the return shipping cost for a repair is not covered by the seller. 

Learn more about warranty exclusions

 

Step 2. Send us photos of your item

To avoid a dispute over the condition of your item, please take clear, bright, and, ideally, reflection-free photos that show the buttons and ports on the item. Once we respond to your message regarding your return request, you can attach the photos in the same conversation. If you’re unable to send the photos in a single message, you can 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: 

1. Screen turned on (if possible)
2. Screen turned off
3. Back of the tablet
4. Left side 
5. Right side
6. Top side
7. Bottom side

Photos of personal computers must show: 💻

1. Screen turned on 
2. Screen turned off
3. Back case of the computer
4. Left side (slightly open)
5. Right side (slightly open)
6. Front side (closed)
7. Back side (closed)

Photos of smartwatches must show: ⌚

1. Front screen/case turned on
2. Front screen/case turned off
3. Back case
4. Left side
5. Right side
6. Section between the strap and the top screen
7. Section between the strap and the bottom screen

For other types of items:

For anything not listed here, your approach should be the same — take good-quality photos of the item, including all of its sides.

 

Step 3. Include your IMEI number (smartphones only)

In many cases, the IMEI number is on the box for the device or included with the information from the seller. If you can't locate it, you can retrieve it from the device using these instructions: 

How to find the IMEI on Apple devices   

How to find the IMEI on Samsung devices

How to find the IMEI on Google Pixel devices

 

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 and 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’ll result in significant delays in processing your refund or exchange. 

Whether you’d like a refund, repair, or 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

WARNING: You must deactivate your user accounts to successfully return a device (e.g. smartphone, laptop, tablet, etc.) — otherwise, the seller won’t be able to repair, reuse, or connect to it.

 

How to deactivate your user account

For Apple Watches, follow these guidelines: What to do before you sell, give away, or trade in your Apple Watch, or buy one from someone else

To remove your AirPods or Beats headphones from Find My, unpair them from Bluetooth settings on each of your devices, then remove them from your devices list

For other Apple devices (iPhone/iPad/MacBook), follow this step-by-step guide :

 

Samsung devices

Google Pixel devices 

 

Learn how to prepare your Mac

Learn how to prepare your PC

 

Step 6. Place your order details inside the return package

Please print the proof of purchase or the invoice, which you can find in your Back Market Account under "My orders," and put it in the package. If you don't have a printer, you can write the following information on a blank piece of paper and put it in the package: 

• Back Market 
• Your first and last name
• Order number 
• Date of the order 
• Pin code/unlocking system (if you couldn't unlock it before sending) 

 

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 at 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 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 (center 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 photos 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 photos can be the determining factor if an investigation of the carrier is opened!

 

Step 8: Ship it to the seller

In many cases, you’ll receive a return label with the identified shipping carrier. If you’re using UPS, USPS, or FedEx, you have two options: 

Deposit at a drop-off point:

1. Find the nearest drop-off point: UPS, USPS, or FedEx
2. Print and stick the label on your package
3. Drop the package at the drop-off point

Schedule the pickup:

1. Make an appointment with  USPS, or FedEx
2. Print and stick the label on your package
3. That's it! Your shipping provider will pick up the package at the agreed-upon address

You should also provide us with your item's tracking information, so we can let the seller know when to expect it.