So you've just received your order, but it’s defective or damaged. We’re sorry about that, and we want to help make it right.
Here’s what to do:
Ideally, any defect due to transit should be reported to Back Market Customer Care as soon as you have received your item — within a maximum of 3 business days.
You can start a service request by logging in to your Back Market account > “Orders” > "Get help".
Provide information and send photos.
Make sure to provide a clear, detailed description of the damage or issues. Send us photos from different angles as well. Once your request has been submitted, you’ll hear from us within 1 business day.
Receive a full refund or replacement.
If there is indeed an issue with your device, you will receive a return shipping label. Depending on availability, the seller will then offer you a repair, replacement or a refund (whichever you prefer).
Learn more about the free 30-day returns
If your purchase is outside the 30-day window, it may still be covered by the 1-year limited warranty offered by the seller or by a Protection Plan if you purchased one.
To solve your problem, you will have to reach out to Back Market Customer Care by logging in to your account > "Orders" > "Get help".
Learn more about the 1-year limited warranty and Protection Plans
As a reminder, Back Market is a marketplace that connects you with sellers who put their inventory on our platform. While the seller is the one who ships the items, Back Market Customer Care has your back in case you encounter defects with your item to help you find a solution with the seller.