Few things are more disappointing than opening your package and finding a broken device. Damages can occasionally happen during shipping, so we’ve got you covered.
What constitutes "damages"?
Damages can include appearance flaws such as cracked or broken screens, dents, or scratches below the condition level (e.g. Excellent, Good, Fair) you purchased, as well as issues with the functionality of the device such as broken cameras, speaker issues, or anything that affects its usage.
What should I do if my package looks damaged?
If your package arrives visibly damaged, you can refuse it right at delivery. If you do, let Back Market Customer Care know by following the steps in the next section.
If you find the damage after opening the box, you should report the damaged delivery as soon as possible (within a maximum of 3 business days following delivery) to ensure the seller can report the damage to the shipping carrier. Lastly, keep the packaging, so we can figure out how it was damaged and prevent this from happening again.
Next, the seller will open an investigation with the shipping carrier and help you get a replacement or refund.
How do I contact Back Market Customer Care?
You’ll need to contact Back Market Customer Care via your account. To report the damage, log in to your Back Market account > “My orders” > “Ask for help”.
We’ll need a few things from you. Sending the following photos with your initial message will help resolve the issue faster:
- Packaging (please keep the packaging until the issue is resolved)
- Shipping label showing the tracking number
- The damaged device (include at least 3 photos for clarity)
Once you’ve sent us this info, we'll send you a shipping label to return the damaged device. The seller will send a replacement or refund your order within 3 business days.
What should I do if I damage my phone?
Accidents happen! If you purchased a Protection Plan, then just file your claim. Learn how to file your claim step-by-step
If you don't have a Protection Plan, the seller won't be able to offer free repair but don't worry. More and more local shops can repair or replace screens, batteries, cameras, and more. Just search for nearby electronics repair shops to get started.