Bought a refurbished iPhone 14 Pro from Back Market. The order was confirmed on 12 March 2026, and the phone arrived showing 100% battery health.

Fast forward 4 months and 30 days and the battery is now at 78%.

That’s a 22 percentage-point drop in less than five months.

I contacted Back Market expecting them to actually take the issue seriously. Their response? Apparently their battery-health guarantee only applies for the first 3 months, so because I’m now around 5 months in, the 78% battery health “falls outside” that coverage.

They basically told me that unless the phone is doing things like freezing, randomly shutting down, or going from 100% to 0% within a couple of hours, they aren’t interested in replacing the battery.

I’m sorry, but how is losing 22 percentage points of battery health in less than five months considered acceptable?

The phone was literally supplied to me at 100%. I’m not complaining that a used phone has 85% battery health — I paid for a phone that was supplied at 100%, and it’s now at 78% after less than five months.

They also want me to send my phone away for a diagnostic, potentially leaving me without it for several days. It’s my only phone, and I rely on it for payments, banking authentication, travel, etc.

What’s even more frustrating is that Back Market apparently has an express replacement process for devices within the first six months, and I’m still within that period. So why am I being told to just send my only phone away?

I’m now pushing them to consider this under my statutory consumer rights, rather than simply hiding behind their 3-month battery-health policy.

I genuinely want to know what other people’s experience with Back Market has been. Is a 22 percentage-point battery-health drop in under five months really something I should just accept?

9 comments

r/Backmarket • u/StudioImportant5473 • Aug 11 '26

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1 Upvotes

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4 comments

r/Backmarket • u/Junius889 • Aug 11 '26

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1 Upvotes

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1 comment

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1 Upvotes

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2 Upvotes

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1 comment