Back Market was born from the idea of creating a safe marketplace to make the purchase of high-end refurbished electronic devices easy and affordable and safe. That's why we do everything we can to avoid fake products, but nothing in life is foolproof (no matter how hard we try).
We know how annoying it is to find out you've purchased a counterfeit item, so we've made returns and refunds as simple as possible.
How to return counterfeit AirPods
Step 1: Log in to your Back Market account
- Go to “ Orders ”
- Click “ Get Help ”
Make sure you have photos of your item and a screenshot of Apple's infringement notification to send to Customer Support.
Please make sure your device is running Apple iOS 16. This software automatically detects counterfeit AirPods and sends a notification when you try to pair them with an Apple device.
Step 2: Send the item using our prepaid shipping label
Customer Service will send you a prepaid shipping label through your Back Market account. The refund will be made as soon as the device is sent.
The refund should appear in your account within 3-6 business days, depending on your bank or credit card company.
How to return other counterfeit devices
Step 1: Log in to your Back Market account
- Go to “ Orders ”
- Click “ Get Help ”
Make sure you have photos of your item as well as comments or notes on why you think the item is counterfeit.
Step 2: Send the item using our prepaid shipping label
Customer Service will send you a prepaid shipping label through your Back Market account. Once we receive the item, we will inspect it within 2 business days and issue a refund in case of counterfeiting.
The refund should appear in your account within 3-6 business days, depending on your bank or credit card company.
Devices checked and judged to be authentic, and not counterfeit, will be returned to you free of charge.
| P.-S. – The information and devices you send to Customer Support help us ban counterfeit sellers from our website. Therefore, please help us fight the good fight. |
How Back Market prevents the sale of counterfeit items
We prevent counterfeits in 2 main ways:
- During the seller selection process
- Continuously thanks to our innovation laboratory
Vendor selection is part of our quality control process. Potential sellers go through a rigorous process that evaluates their experience and the quality of the items they sell. More concretely, only 1 in 3 sellers who ask to sell on Back Market pass the test.
Successful sellers can only sell items in the categories for which they have been approved. For example, only 20% of sellers are allowed to sell AirPods on Back Market. This percentage is especially low because AirPods are more likely to be counterfeit than other devices.
However, we don't stop at the selection, of course. Back Market's Innovation Lab continually evaluates seller performance with mystery shopping, on-site refurbisher visits and customer reviews. The laboratory also designs personalized software to test and control the quality of refurbished devices, as well as detect counterfeits.
Does Back Market ban sellers?
Yes. We have a zero tolerance policy for any seller caught selling counterfeit items on our marketplace. Although we cannot ban counterfeit sellers indefinitely, we completely prohibit them from selling within this category of items on our website. They can only be eligible to sell in a category again if they have an impeccable track record and can show us that they have improved their authentication processes.