Have questions about your return? Look no further. Here are the most commonly asked questions about the return process.
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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? I need my device as soon as possible
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 — when 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 > “My orders” > "Ask for help".
For more information on what to share in your service request and how to prepare your item to be returned, see our article all about returns. Check out our step-by-step return instructions
How long does the seller have to return my item?
Once you’ve received confirmation that your device reached the seller, know that there are specific timeline requirements they must meet to finish your repair or process your refund:
- Up to 2 business days for a refund.
- Up to 3 business days for repairing items (except laptops and bulky items).
- Up to 5 business days for repairing laptops and bulky items.
If the deadline has passed and you haven't received any updates, you’ll be refunded in full. Please note that it can take an additional 3-5 days for the funds to appear in your bank account, depending on your payment method and/or bank.
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? I need my device as soon as possible
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 some kind of documentation from the shipping provider stating that 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’s because you haven't reported an issue with your device yet.
In this case, just log in to your Back Market account > "My orders" > “Ask for help” to start your service 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 possible to repair, they’ll replace it with the same item as long as they have one 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 — when will I get a solution?
If the deadline has passed and you haven’t heard from us, rest assured that we’ll refund 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 on your customer account, available in “My 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 being refunded?
Processing times vary depending on your payment method. Here are the estimated deadlines:
- Credit and debit cards: 5 business days
- PayPal: 5 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 > "My orders" > “Ask for 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 "My orders".
If you don’t see these, that means you haven’t been fully refunded. This can happen if the device wasn't sent back with any accessories it came with.
If you have any questions, feel free to reach out to us through the conversation.