Few things are more disappointing than opening the box for your new device and finding a broken device. While damages can occasionally happen during shipping, here, we’ve got you covered!
First, select a topic:
What constitutes "damages"?
Damages can include cracked or broken screens, dents or scratches below the grade you purchase (you can find out more about our grades here), broken cameras, speaker issues, or anything that affects the general use of the device.
What should I do?
If your package arrives visibly damaged, you can refuse it right at delivery. Once doing so, just let your seller know by following the steps in the next section.
If you find the damage after opening the box, we're still here to help! All you need to do is reach out to the seller directly for help. To do this, we ask that you report the damaged delivery as soon as possible (within a maximum of 3 business days following delivery) to ensure your seller can report the damage to the shipping carrier. Lastly, keep the packaging, so we can figure out how it was damaged and prevent that from happening again.
Once you reach out, they’ll open an investigation with the shipping carrier and help you get a replacement or refund.
How do I contact my seller?
You’ll need to contact the seller via your account. To report the damage, log in to your Back Market customer account and click the "Get Help" button next to your order.
The seller will need a few things from you. If you send the following photos when first messaging them, this helps resolve the issue faster:
- Packaging (please keep the packaging until the seller resolves the issue)
- Shipping label showing the tracking number
- The damaged device (include at least 3 photos for clarity)
Once you’ve sent this information to the seller, they send you a shipping label to return the damaged device. When that arrives, they'll send a replacement or refund your order within 3 business days.
What do I do if I damaged my phone?
Accidents happen! If you purchased an Asurion Protection Plan, then you just need to file your claim. You can find steps on doing that here.
If you don't have a Protection Plan, the seller won't be able to offer free repair, but don't worry. All is not lost! More and more local shops can repair or replace screens, batteries, cameras, and more! Just search for nearby electronic repairs to get started.
Contact the seller directly by logging in to your customer account