Back Market Launches Express Replacement: A Hassle-Free Way to Return Devices and Receive a Replacement

Back Market, a leading dedicated marketplace for refurbished technology, today confirmed the availability of Express Replacement, a revolutionary 'Ship-First' service that removes the last barrier to buying refurbished.

The refurb industry's first-of-its-kind service ships a replacement device directly to customers before they have returned the original. There is no waiting. No hidden fees. No complicated claims process. Express Replacement is available within the standard change of mind window.

"Buying refurbished has always been the smart choice, better for your wallet, better for the planet. But we know for some people, hesitation exists. Express Replacement removes that last barrier. If something isn't right with your device, we ship your replacement immediately, before you've even sent the original back. That's a level of confidence in our sellers, and our product, that no one else in refurbished tech offers."

— Amandine Durr, CPO, Back Market

The Industry Standard Redefined

Express Replacement is straightforward by design:

• The Ship-First Mechanic: Unlike manufacturer warranty schemes that require you to return a device or book it in advance before anything is dispatched, Express Replacement ships a replacement device before the customer returns the original. The service applies within the customer's change of mind and cancellation period.

• Hassle-Free Process: If an eligible smartphone device is faulty or not as described, Back Market's partner refurbishers dispatch a like-for-like replacement with free shipping. The service does not force customers into contract or require paying additional fees.

Proven Customer Trust

Of all Express Replacements initiated, 91% followed a smooth, frictionless path from claim to delivery. The replacement seller is chosen based on its quality score to ensure the best possible experience.

"Express Replacement isn't a concession, it's a statement of confidence. Over the years, we've invested heavily in what lands in customers' hands: our grading algorithm, our in-house lab, our seller coaching programs. You don't offer to ship a replacement before receiving the faulty device back unless you're certain the problem will be the exception, not the rule. At the same time, we know trust isn't just built on quality. It's built on what happens when something goes wrong. Express Replacement is our answer to that last mile."

— Amandine Durr, CPO, Back Market

Why It Matters

Refurbished electronics are a powerful way consumers can reduce e-waste and extend device life. Returned devices re-enter the refurbishment cycle or are handled through responsible recycling channels.

Back Market has facilitated the sale of over 38 million refurbished devices, and has long positioned quality and trust at the centre of its marketplace model. Express Replacement is the next logical step: removing the perceived risk of buying refurbished entirely. Choosing refurbished never means choosing less.

Availability

• France, United Kingdom, Germany, Spain: Available now

• Further markets: Rolling out throughout 2026

About Back Market

Back Market is a leading global marketplace dedicated to professionally refurbished technology. Back Market's mission is to create a world that does more with what we already have by prolonging the lifespan of electronic devices through circularity and repair. Founded in Paris in 2014, the company has grown by double digits year over year and to date has 18 million customers across 17 markets, avoiding more than 2 billion Kg of carbon emissions.*

*Back Market calculation based on Ademe 2022 study