Your device is considered damaged if it has:
- Been dropped
- Received a shock
- Come into contact with water (oxidation)
- Been opened or repaired by a third party (other than the seller)
In other words, if a malfunction occurs due to being broken, water-damaged, opened by a third party, or impacted due to a fall or shocks, the warranty will no longer apply and the refurbisher will not be obliged to take care of your request. This is what we call the “exclusion of warranty”.
Important! If you have sent your item to your refurbisher while it is out of warranty, the device will be returned to you as-is and at your expense. The easiest and fastest way to get help is to be honest when reporting the state of your device.
My device is supposed to be waterproof. Is it necessary to report contact with water?
Please keep in mind that waterproofing is never kept on refurbished items. During the refurbishment process, devices are opened for testing, which is why waterproofing is not guaranteed on refurbished items sold on Back Market.
If you dropped your device in water, you will have to report it as damaged regardless of the model and any original waterproofing features.
What happens if I report my item as out of warranty?
If your item is out of warranty, don't worry, we’re here to help! If you report damage to your item, the seller might be able to offer you a repair solution provided that the damage in question is repairable (not all items can be repaired).