We have a customer service request interface that allows you to communicate directly with the seller for any questions regarding your product, or for any other claim and request.
As a reminder, Back Market is a marketplace that connects you with vendors who put their products on our platform. The seller is the one who ships the order and handles the after-sales requests for your product. Back Market is the intermediary and assists you in the event of a dispute with the seller.
Upon receiving your order, we ask our customers to test all the features of the product within 14 days. This period, corresponding with the 30 return period, allows you to request a refund from the seller if you are not satisfied with the product or if you have simply changed your mind. 😄
If an issue with the device occurs after the 30 day return period, don't worry, your order is covered by our 1-year limited warranty, or more if the seller offers an extended warranty. In order to solve your problem, you will have to reach out to the seller via the customer service request. If you don't know how to open a customer service request, click on this link: How to contact the seller?
To speed up the process of getting your replacement, we highly suggest following these steps:
- Be as detailed as possible when describing the problem you encountered, including the various tests you have performed.
- If possible, take a video or photo when you encounter the problem and attach it to your message to the seller so that they can see what is happening.
Once the request is submitted, the seller will give you instructions and/or details within 1 business day to arrange for your request to be processed.