Question 1

How do I contact Back Market?

Accepted Answer

Back Market is an online marketplace where expert refurbishers sell their products. That means items you buy on Back Market come to you straight from them, not from us. However, Back Market is your main point of contact if you have any issues. To start a conversation with us, {login} and select “Get 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 once it’s been delivered. If your order hasn’t been confirmed yet — indicated by the “Ordered” status — {login} > “Get 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 parcel. Then, log in to your account > “Orders” > “Get 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 included with every purchase. 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 request a repair, go to your Back Market account and select “Get 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 “Get help”, and follow the steps. You’ll be able to choose a repair, replacement, or refund. Learn more about requesting a refund

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