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Most frequently asked questions

  • When do I contact the seller vs. Back Market?

    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. That’s why the seller is your best bet for any question or issue. To start a conversation with the seller you bought from, log in to your Back Market account (if you haven't already) and click “Ask for help” next to the relevant order. This takes you to our online messaging platform where the seller is happy to chat with you. If you don't hear back from them after 2 business days, an "SOS' button will appear in your conversation. Just click it and we’ll be there to help on your behalf.

  • How do I cancel an order?

    You have 30 days to change your mind about an item from the time you receive it. If your item hasn’t been shipped, log in to your Back Market account (if you haven't already) and select “Cancel my order” for the item you don’t want. If your item has already shipped, just refuse the package at delivery. If you already have the item, log in to your account, select “Ask for help” next to the relevant order, and select the reason for your return. Learn more about returns

  • How can I get a refund?

    You can get a refund by returning your undamaged item within 30 days of delivery. To start a return, log in to your Back Market account (if you haven't already) , and 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

  • How can I ask for a repair?

    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, log in to your Back Market account (if you haven't already) and select “Ask for help” next to the relevant order and follow the steps. Learn more about returns

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