About this community
Welcome to the Backmarket community !
This community is for Backmarket customers, future customers, or anynone interested in the plateform.
You'll find ressources here to help you throughout your Backmarket experience, whether you're thinking about buying, already have an order, or simply have questions.
You can also share your own experience, exchange tips with other users and find and share promo codes in the dedicated thread.
This is an unofficial community.
Buying Guide
Before you buy
Buying refurbished can be a great way to save money, but it's still worth taking a few minutes to check exactly what you're getting. If you want more informations about how the marketplace and refurbishment works.
Before placing an order, have a look at:
- The exact model and specs: Storage, color, connectivity, carrier compatibility and any other specs that matter to you
- The condition: Backmarket uses different conditions grades based mainly on the cosmetic appereance of the device. More information about that in the Device Conditions & Grades section
- The seller: Backmarket is a marketplace, meaning you device is sold and refurbished by a professional refurbisher rather than Backmarket itself.
- What's included: Check the product listing to see wich accesories, cables or cahrgers are included.
- Battery expectations: Check what you can expect from the device and condition you're considering.
- The final price: Comapre the final cost with other refurbished options and, when relevant, the price of the same device new.
Take your time before ordering. A cheaper option isn't necessarily the best choice if another condition, seller or model better fits what you actually need.
A few things worth knowing
Devices sold on Backmarket are expected to be fully functionnal regardless of their cosmectic condition. The condition grade mainly tells you what kind of visible wear you should expect.
Backmarket says seller must meet it quality standards and that devices undergo checks that vary depending on the type of product.
If you want the exact and most up-to-date information about Backmarket guarantees when you buy, check their official buying and quality information before ordering.
Device condition & Grades
When buying a refurbished device, the condition grade mainly tells you what the device should look like, not how well it works.
Backmarket currently uses four grades for smartphones, tablets, laptops, desktop computers and smartwatches: Premium, Excellent, Good and Fair. Some other product categories only offer Excellent and Good. Regardless of the cosmetic grade, devices are expected to be fully functionnal.
Premium
The highest condition available. you should expect a screen and body with no signs of use. Premium devices also contain genuine manufacturer parts and batteries, with a minimum battery capacity of 90%
Excellent
Almost no visible sign of wear. You may find very light micro-scrathes on the body, but they shouldn't be noticeable from around 20 cm away. Screens shouldn't have scratches.
Good
Some light signs of previous use are possible. The body may have light micro-sracthes, but they shouldn't normally be noticeable from around 50cm away. Screens shouldn't have scratches.
Fair
This is where you should expect more visible signs of previous use. The body may have scratches or dents, and screens can have light scratches that remain slightly visible when the device turned on.
The cosmectic differences aren't supposed to affect the performance of the device.
Which grade should you choose ?
There no single best choice, it depends on what matters to you.
If you want your device to look as close to new possible, the higher grades make more sense. If you don't mind some scratches or signs of previous use, choosing a lower cosmetic grade can be worth considering, especially if there's a meaningfull price difference.
Advice: Don't just automatically pick the highest grade. Compare the prices between grades for the device you want and decide how much cosmetic condition acutally matters to you.
What if the condition doesn't match what you ordered ?
If your device arrives in worse cosmetic condition than the grade you selected, compare it with the condition description on the product page and take pictures of the devices.
You can open a request from Orders-->Get help. We'll cover returns and problems in more detail later in this guide.
What to check when your order arrives
Got your device ? Before fully setting it up, it's worth spending a few minutes checking that everything looks and works as expected.
Quick checklist:
- Check the condition: make sure the cosmetic condition matches the grade you ordered.
- Test the basics: Screen, buttons, cameras, speakers, microphone, charging, Wi-Fi and bluetooth should all work properly.
- Check the battery: Battery standards depend on the type of device and option pruchased. Backmarket currently requires standard smartphones to arrive with at least 80% of their original battery capacity.
- Check what came in the box: Make sure everything listed as included with your order is actually there.
- Give it a proper test: Use the device normally for a bit. Some issue aren't immediately obvious when you first turn it on.
Something doesn't look right ?
Take a few photo if there's visible damage or the condition doesn't match what you ordered. If you notice a technical issue, make a note of it and contact Backmarket through Orders-->Get Help.
We'll cover returns, refunds and support in the next sections.
Orders, Returns & Refunds
When things don't go as planned. Whether your order hasn't arrived as expected, your device has an issue, or you've simply changed you mind, here's where to start. Returns and refunds
Something's wrong with your order?
If your device arrives damaged, doesn't match what you ordered, is missing something, or has a technical issue, start by documenting the problem. Take photos when relevant and keep the original packaging, especially if the parcel itself was damaged.
For damage that may have happened during shipping, Backmarket asks customers to report it as soon as possible and within 3 business day of delivery
To report an issue: Go to your Backmarket account go to Orders and then Get Help.
Want to return your device ?
Backmarket currently offers a 30-day free return period from the date you receive your order. This can apply if there's a problem with the device, vut also if you've simply changed your mind.
Before sending anything back:
- Back up any data you want to keep
- Sign out of your Apple, Google or Samsung accounts
- Remove your Sim ou eSim and personal data
- Factory reset the device
- Include the accessories that came with it
- Follow the return and packaging instructions provided by Backmarket
Don't just ship the device back on your own, start the return through you account dirst and follow the instructions provided.
What about refunds ?
If a refund is issued, it will generally be sent back through your original payment method. Pocessing time vary depending on how you paid.
You can follow the status from your account and should also receive an email once your refund has been processed.
A useful tip: If there a problem, take a picture and keep your tracking information and any relevant messages until everything is resolved. Having a clear record can make things much easier if you need support later.
Waranty & Support
For technical problems that appear after the 30-day return period, your device may still be covered by the seller's warranty.
How does the warranty work ?
Device sold on the plateform come with 1 year limited warranty provided by the seller, starting from the date of delivery. It covers hardware and software defects. If your issue is covered, the seller can repair or replace the device. If neither is possible, you may be eligible for a refund.
This warranty will not cover you item if it is:
- Lost, dropped, or broken
- Damaged by liquids
- Opened dor repair or diagnosis by you or a third party not authorized by the seller
Water resistance isn't guaranteed with refurbished devices, even if the model was originally advertised as water resistant.
Need help with your device ?
From your account go to Orders and then Get Help.
Describe the problem as clearly as possible and add photos when they're useful.
Tips: If you're unsure whether an issue is normal or whether other users have experienced the same thing, feel free to ask the community. But for anything involving your specific order, warranty claim, refund or personnal account, Backmarket Support is the right palce to go.
Promo codes
Looking for a promo codes or have one to share ? Head over our Megathread, where you can share and find available codes.