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.
Step 1. Report the problem ASAP.
Report the issue as soon as possible (within 72 hours maximum after receiving the package). You can start a service request by logging in to your Back Market account > “My orders” > "Ask for help".
Step 2. 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.
Step 3. Receive a full refund or replacement.
Rest assured, our free 30-day returns guarantee you a full refund. If you’d like a replacement, we’re happy to work with you to find one.
If your purchase is outside the 30-day window, it may still be covered by our 1-year warranty 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 > My Orders > "Ask for help".
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.