How do refunds work at Back Market?

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In which situations can I get a refund?
How will I be refunded on orders paid for by credit or debit card?
What's an "ARN" and how do I find it?
How can I check if I was refunded?
How will I be refunded for orders made paid for via PayPal?
How long does it take to be refunded?
What if I don't see the money in my bank account?
I was told my item is out of stock, but the same model on Back Market

In which situations can I get a refund?

You’re free to change your mind about your order for any reason within the first 30 days of receiving it.

Learn about our free 30-day returns and how to prepare your device to be returned

Sometimes issues only appear after prolonged use, which is why we also provide a 1-year warranty. The warranty starts on the date of delivery and covers hardware defects.

The warranty doesn’t apply to wear and tear from normal use (including a decrease in battery capacity), significant impact damage, or oxidation (liquid damage). The warranty will also no longer be valid if your item has been tinkered with by anyone other than the seller.

Learn about the 1-year warranty

Another situation in which you'd be refunded is if the seller is unable to repair or replace your item — they’ll automatically refund you in these cases.

How will I be refunded if I paid with a credit or debit card?

Your refund amount will be sent to the credit or debit card you used to make your purchase.

What’s an “ARN” and how do I find it?

An ARN or “Acquirer Reference Number” is a unique number created to identify credit or debit card transactions. It makes your refund traceable in case there’s an error with the bank account or the seller’s account. It’s rare, but your bank may ask for an ARN so they can refund you.

If you need the ARN to identify your credit or debit card transaction, reach out to Back Market Customer Care in your ongoing help request conversation. You can find the conversation by logging into your customer account > "Orders" > "Go to conversation" next to the order in question. 

How can I check if I was refunded?

• Check your email. We’ll send a notification email to the address linked to your Back Market account.
• Log in to your Back Market account. If you’ve been fully refunded, you’ll see a banner labeled “Refunded order” on the purchase in your order history. Just log in to your Back Market account > “Orders”. Note that if you got a partial refund, the banner won’t appear.
• Open your conversation thread with Back Market Customer Care. We’ll send you an update in our conversation thread when your refund has been issued.

How will I be refunded for orders paid for via PayPal?

The amount refunded will be directly transferred back to the PayPal account you used to make the purchase. This can take up to 5 business days but it can depend on your bank. Unfortunately, Back Market doesn't have control over this.

If you don’t see the money show up in your PayPal after 5 business days, please reach out to us via this form, and we’ll make sure that you’re refunded right away. Don’t forget to include your order number and the amount of the refund so we can solve this for you as quickly as possible.

How long does it take to be refunded?

Processing time depends on your payment method and bank. Note that once the refund has been issued, Back Market doesn’t have control over how long it takes to show up on your account. Here are some general guidelines:

What if I don't see the money in my bank account?

If you’re sure you’ve been refunded and have taken into account the processing time for your payment method, we’re happy to help you figure things out.

Contact Back Market Customer Care by logging in to your Back Market account > "Orders" > "Get help". We’ll get back to you within 1 business day — so sit tight, we’ll be in touch soon.