Have questions about your return? Look no further. Here are answers to the most common ones.
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How do I start the return process?
How long does the seller have to return my item?
I sent my device to the seller — do you have any updates?
Can you speed up the process?
My return package wasn't received. Can anything be done?
Can you send my device back to a different address?
How do I know if it’s going to be repaired or replaced?
The deadline has passed — will I get a solution?
How will I know when the device has been repaired and sent back?
When will I get my money back if I’m getting a refund?
How do I start the return process?
Open a service request by logging in to your Back Market account > “Orders” > "Get help".
For more information on what to include in your service request and how to prepare your item for return, see our article on returns. Check out our step-by-step return instructions
How long does the seller have to return my item?
Once your item reaches the seller, they must complete your request within a specified timeframe.
- Up to 3 business days to process and issue a refund.
- Up to 5 business days to repair or replace a standard item, excluding laptops and home appliances.
- Up to 7 business days to repair or replace laptops and home appliances.
I sent my device to the seller — do you have any updates?
You’ll receive confirmation once your device has reached the seller. At this point, they’ll start testing the device and making repairs. Contacting them won’t speed up the process, but we’ll let you know as soon as they’re finished.
Can you speed up the process?
We know how crucial technology is in day-to-day life. Our return deadlines are built with this in mind — prioritizing both a short wait time and a quality experience.
Unfortunately, we can’t speed up the process. Sellers need enough time to run necessary tests, make repairs, and ship your device back.
Once they’re finished, we’ll get back to you with a tracking link for your package (in the case of a repair), or a refund confirmation.
If you haven't heard from us by the deadline, rest assured we’ll refund your order in full (as long as no signs of liquid damage, impact, or third-party handling are found).
Check out the repair and refund deadlines
My return package wasn't received. Can anything be done?
If you think your package was never received, reach out to Back Market Customer Care.
You’ll need to have the tracking information handy, including the tracking number, shipping provider, and drop-off date, etc. If you have documentation from the shipping provider confirming they received the package, that will also help us with your request.
If the shipping provider does lose the return, the seller is still obligated to ship you a replacement device or issue a refund for a defective/incorrect order.
Can you send my device back to a different address?
If you recently changed your address or want to receive your device at a different address, please let us know in our conversation on the Back Market platform. If you don't have a conversation open with us, it means you haven't opened a service request yet.
In this case, just log in to your Back Market account > "Orders" > "Get help” to start your help request. You can then specify what address you’d like the item shipped to.
How do I know if it’s going to be repaired or replaced?
The seller will always try to repair your item first. If it’s not repairable, they’ll replace it with the same item as long as one is in stock.
If the same model isn’t available, we’ll refund your order in full (as long as no signs of liquid damage, impact, or third-party handling are found).
The deadline has passed — will I get a solution?
If the deadline has passed and you haven’t heard from us, rest assured that we’ll issue a refund for your order.
Check out our repair and refund deadlines
Once the refund has been made, we’ll let you know by:
- Sending an email with further details.
- Updating you in our Back Market Customer Care conversation.
- Adding the refund details to the purchase history in your account > “Orders”.
How will I know when the device has been repaired and sent back?
Once the seller is done repairing or replacing your device, we’ll let you know. Our message will include a tracking link so you can follow your package’s journey back. The delivery usually takes 2-3 business days.
When will I get my money back if I’m getting a refund?
Processing times vary depending on your payment method. Here are the estimated timelines:
- Credit and debit cards: 7 business days
- PayPal: 7 business days
- Klarna: 10 business days
- Affirm: 3-10 business days (up to 45 days if the payment was made with a virtual card)
If you used a voucher or promo code, note that these are one-time codes, so we’ll need to generate a new one for you. Reach out via your Back Market account > "Orders" > "Get help”.
Once the refund has been processed, you’ll receive an email from Back Market with further information. The refund will also be reflected in your Back Market account under "Orders and help".
If you have any questions, feel free to reach out to us through the conversation.