Question 1

When do I contact Back Market?

Accepted Answer

Back Market is a marketplace where expert refurbishers sell their inventory. That means items you buy on Back Market come to you straight from them, not from us. Still, Back Market should be your main point of contact if any issues come up. To start a conversation with us, {login} and select “Ask for help” next to the relevant order. This takes you to our online messaging platform where we’re happy to chat with you!

Question 2

How do I cancel an order?

Accepted Answer

You have 30 days to change your mind about an item from the time you receive it. If your order hasn’t been confirmed yet — indicated by the “Ordered” status — {login} > “Ask for Help” > “Cancel my order”. If your order is confirmed and has a “Preparing your order” or “Shipped” status, you’ll need to wait until you receive the package. Then, log in to your account > “Orders” > “Ask for help” > select the reason for your return. {return}

Question 3

How can I ask for a repair?

Accepted Answer

Most repairs are covered by the warranty you automatically receive with each item purchased. Note the length of the warranty depends on your country, but they start at a minimum of 1 year. Also, there are a few rare exceptions that render the warranty invalid. To ask for a repair,  go to your Back Market account and select “Ask for help” next to the relevant order and follow the steps. Learn more about returns

Question 4

How can I get a refund?

Accepted Answer

You can get a refund by returning your undamaged item within 30 days of delivery. To start a return, go to your Back Market account, select “Ask for help”, and follow the steps. You’ll be able to choose a repair, replacement, or refund. Learn more about requesting a refund

Log in for the fastest solution

Most frequently asked questions

Search our FAQ articles

Browse articles by topic

Visible+ plan

About my account

About buying refurbished

Payments

Shipping

Problem with my order

Contact & support

Troubleshooting & setup

Returns & refunds

Warranty & Protection Plan

Trade-in