• Everything you need to know about user accounts

Curious about user accounts? Wondering why it's key to wipe them before returning or trading in your gear, or how to protect your info if your device won't power up? We’ve got you covered.
Here’s what you need to know about Apple, Samsung, and Google user accounts

Why it’s important to report any damage to your device
our device is considered damaged if it has:

• Been dropped
• Received a shock
• Come into contact with water (oxidation)
• Been opened or repaired by a third party (other than the seller)

In other words, if a malfunction occurs due to your device being broken, water-damaged, opened by a third party, or impacted by a fall or shocks, the warranty will no longer apply and the refurbisher will not be obliged to take care of your request. This is what we call the “exclusion of warranty”.
Important! If you have sent your item to your refurbisher while it is out of warranty, the device will be returned to you as-is and at your expense. The easiest and fastest way to get help is to be honest when reporting the state of your device. 

• My device is supposed to be waterproof. Is it necessary to report contact with water?

Please keep in mind that waterproofing is never kept on refurbished items. During the refurbishment process, devices are opened for testing, which is why waterproofing is not guaranteed on refurbished items sold on Back Market.

If you dropped your device in water, you will have to report it as damaged regardless of the model and any original waterproofing features. 

What happens if I report my item as out of warranty?
If your item is out of warranty, don't worry, we’re here to help! If you report damage to your item, the seller might be able to offer you a repair solution provided that the damage in question is repairable (not all items can be repaired).

• What if I change my mind about the item within the first 30 days?

When you change your mind about an item within 30 days of receiving it in cases where there are no defects or other discrepancies with the order, we consider this a canceled order, also known as a "withdrawal".
You have a period of 30 days (starting from the date you received the item) to change your mind, as stated in our Terms of Services. The day the item is received is not included in these 30 days, and if the deadline falls on a Saturday, Sunday, or public holiday, it is then extended to the next business day.
If you cancel within 30 days, the seller must refund you for the items ordered. Note that for services purchased with the device (e.g. insurance, mobile plan, etc.), the service provider’s withdrawal terms apply and these terms may differ from the 30-day policy mentioned here. 
Returns made under the 30-day return policy are free of charge as long as your return meets all conditions applicable.
You have 30 days from the date of receipt of the item to request a return by contacting Back Market Customer Care. After 30 days, returns for change of mind are no longer available. However, if your item is defective and still under warranty you may be offered a repair or replacement, or a refund if both are impossible.

How to contact Back Market Customer Care

• Log in to your Back Market account > "Orders" > "Get help". 
• Follow the prompts, answering the questions about your return.
• When you've reached the confirmation screen, the return process is now underway and we'll be in touch within 24 hours.

What to do next
You'll need to reset your device before shipping it back. This means you must:

• Delete all passwords.
• Delete your user account (e.g. iCloud, Google, Samsung) and deactivate any tracking functions (e.g. FMI for Apple devices, FMD for Android devices).

Please note that your refund will be delayed if your device is not logged out of your user account.

• I was charged for an order but I can't find it in my account

We know that refurbished devices are a hot ticket item. That's why we have an added layer of security with our fraud detection partner.
In rare cases, legitimate purchases may be canceled if the system thinks it is too risky. In that case, you may see a hold on your card that disappears within 72 hours (it can take longer depending on your bank, though!). If there is no order in your account by then, it didn't go through.
Don't panic. After validating your basket, two situations are possible:
1. Your order is immediately validated:
You'll receive an order confirmation email a few minutes after placing your order, confirming that your purchase has been taken into account. All good.
2. You need to finalize your order via 3D Secure:
Following credit card payment, and because our site is secure, you'll be directed to the secure payment authentication page of your bank. Here, your bank will authenticate that you're really you in order to trigger your order.
How does it do this? A few different ways depending on your bank. It's very common that you'll need to enter a single-use code sent to your mobile or confirm the payment via your banking app on your mobile.
However, if you are using another authentication system, then you may want to consult with your bank directly.

• Why was my order canceled by the seller?

In most cases, orders are canceled due to a lack of inventory or a cataloging error. We encourage sellers to offer an alternative in the event of an order cancellation. 
To see if the seller can provide an alternative option, reach out to Back Market Customer Care. Just log in to your Back Market account > “Orders” > “Get help”.

• How do I return an item I bought on Back Market?

Need to return an item to its seller? This step-by-step guide will help you send off the item with peace of mind so you can get your refund, repair, or replacement underway quickly.
You can return any undamaged item within 30 days of receiving it for a full refund or exchange. After that, our 1-year warranty still has your back for any technical issues.
For more information, and to avoid unnecessary delays, take a closer look at our return policy and then follow the steps below.
Contact Back Market Customer Care

• Log in to your Back Market account > “Orders” > “Get help”.
• Follow the prompts, answering the questions about your return.
• When you've reached the confirmation screen, the return process is underway. You'll receive an email with the return label and instructions.
• Returns and refunds policy

Once you receive your Back Market order, you have 30 days to return it to the seller. All you have to do is reach out to us.
Just a few important things to be aware of:

• If you receive a wrong or defective item, there are missing accessories, or if you change your mind about the item, you can ship it back for free.
• If you believe your item was damaged during transit, please let us know within 3 business days of receiving it.
• What about returns after the first 30 days?

Sometimes issues only appear after prolonged use, which is why items sold on Back Market are covered by a 1-year limited warranty provided by the seller. The 1-year limited warranty begins on the date of delivery and covers defects in materials and workmanship, whether affecting hardware or software. 
The Limited Warranty doesn’t apply to wear and tear from normal use (including a decrease in battery capacity), significant impact damage, or oxidation (liquid damage). The limited warranty will also no longer be valid if your item is repaired or tinkered with by anyone not authorized by the seller.
Learn more about the 1-year limited warranty
Other things to keep in mind when returning your order
Don’t forget to remove all personal data and do a factory reset of the item before returning it. And of course, remove your SIM card and make sure you include all the accessories that came with the item (e.g., the charger, cords, etc.) before securely packaging everything to send back. Be sure to follow these step-by-step return instructions very carefully.

• Can I get a temporary device while mine is being repaired?

Unfortunately, we don’t provide temporary devices during repair periods anymore.
Long story short: we tried this, and it didn’t work. People weren’t returning their loaner devices, which was tough for us and our sellers. So, we opted for another solution — a lightning-fast turnaround time.
We require sellers to repair and ship your device back to you within just 3 business days (except for laptops and bulky items, which can take up to 5 business days).

• Can I ship to a PO Box? What about an APO/FPO Box?

Yes, but there are some limitations. Only orders shipped via USPS can be delivered to a PO Box. 
Since some sellers might not offer USPS as a shipping provider, it’s best to use a non-PO box address. This allows you to have full access to items sold on our marketplace.  
APO/FPO boxes, used by the US Military Postal Service, are serviced by USPS. That means you can receive deliveries to APO/FPO boxes, as long as the seller offers USPS as a delivery option. 

How do refunds work at Back Market?
In which situations can I get a refund?
You’re free to change your mind about your order for any reason within the first 30 days of receiving it.
Learn about our free 30-day returns and how to prepare your device to be returned
Sometimes issues only appear after prolonged use, which is why we also provide a 1-year warranty. The warranty starts on the date of delivery and covers hardware defects.
The warranty doesn’t apply to wear and tear from normal use (including a decrease in battery capacity), significant impact damage, or oxidation (liquid damage). The warranty will also no longer be valid if your item has been tinkered with by anyone other than the seller.
Learn about the 1-year warranty
Another situation in which you'd be refunded is if the seller is unable to repair or replace your item — they’ll automatically refund you in these cases.
How will I be refunded if I paid with a credit or debit card?
Your refund amount will be sent to the credit or debit card you used to make your purchase.
What’s an “ARN” and how do I find it?
An ARN or “Acquirer Reference Number” is a unique number created to identify credit or debit card transactions. It makes your refund traceable in case there’s an error with the bank account or the seller’s account. It’s rare, but your bank may ask for an ARN so they can refund you.
Get your ARN by sending a message with our help form
You’ll need to select “Return & refund” in the contact form. Be sure to give us as much detail as possible including your order number, the amount refunded, payment method, and the approximate date of the refund.
How can I check if I was refunded?

• Check your email. We’ll send a notification email to the address linked to your Back Market account.
• Log in to your Back Market account. If you’ve been fully refunded, you’ll see a banner labeled “Refunded order” on the purchase in your order history. Just log in to your Back Market account > “Orders”. Note that if you got a partial refund, the banner won’t appear.
• Open your conversation thread with Back Market Customer Care. We’ll send you an update in our conversation thread when your refund has been issued.

How will I be refunded for orders paid for via PayPal?
The amount refunded will be directly transferred back to the PayPal account you used to make the purchase. This can take up to 5 business days but it can depend on your bank. Unfortunately, Back Market doesn't have control over this.
If you don’t see the money show up in your PayPal after 5 business days, please reach out to us via this form, and we’ll make sure that you’re refunded right away. Don’t forget to include your order number and the amount of the refund so we can solve this for you as quickly as possible.
How long does it take to be refunded?
Processing time depends on your payment method and bank. Note that once the refund has been issued, Back Market doesn’t have control over how long it takes to show up on your account. Here are some general guidelines:


What if I don't see the money in my bank account?
If you’re sure you’ve been refunded and have taken into account the processing time for your payment method, we’re happy to help you figure things out.
Contact Back Market Customer Care by logging in to your Back Market account > "Orders" > "Get help". We’ll get back to you within 1 business day — so sit tight, we’ll be in touch soon.

What happens to my refund if my card expires or my bank account is closed?
What if I closed my initial account or changed banks?
Case 1: My original account was closed, but I have another account at the same bank
Most likely, the bank will be able to redirect the refund to your active account, as long as both accounts are under the same name. Please allow for up to 5 business days for the transaction to happen. If you still don’t see your refund, please contact your bank as they will be able to tell you how you can trace it.
Case 2: All of my accounts at the original bank are closed
In this case, the refund will most likely be blocked at the original bank linked to the payment of your order. We suggest you contact your former bank to get your refund. Please contact us here if the bank is having trouble tracking the refund, so we can provide you with the ARN of the transaction, which will allow your former bank to locate the refund.
What if the credit or debit card I paid with is expired or deactivated?
In this case, your refund will be automatically directed back to the bank account linked to that card. There’s nothing you need to do — your bank should sort it out for you, provided the account is still open. Please allow up to 5 business days for the transaction to be complete.
Please note that refunds are never made in the form of a voucher — your money belongs to you.