A problem with my order
Can I cancel or modify my order once confirmed?
You can cancel or modify your order as long as it has not been shipped. To do so, please contact our customer service department immediately via this page. If the order is already being prepared or has been shipped, we will check with the seller to s
How can I cancel my order?
The possibility of cancelling an order depends on its status at the time of your request.Before shipmentIf your order has not yet been shipped, contact our customer service team as quickly as possible via your Back Market Pro account. We will do our
My package is missing, but shown as delivered. What should I do?
Your order tracking shows that it has been "delivered," but your package is not where it should be. Don't worry, we are here to make sure your order arrives safely. First, you can visit the carrier's website via the link shared with you by email or a
What should I do in case of a delivery issue?
First, you can visit the carrier’s website via the link shared with you by email or available in your order details. This will allow you to check the latest delivery details. If you need additional information, you can then contact the carrier direct
Can I change my delivery address after purchase?
You cannot make this change yourself. However, you can request a change to your delivery address as long as the order has not been shipped (i.e. on average between 24 to 48 hours after placing the order). To change your address, you must contact our
Why does my iPhone display an Apple alert message “Important Message” or “Unknown Part”?
You purchased a refurbished iPhone on Back Market Pro, but an Apple alert message (about its battery, screen, or camera) appears on your screen. For example: "Important battery message - Unable to verify if this iPhone has an original Apple battery”.
Where can I find the serial number or IMEI of my device?
If there’s an issue with your device, we will ask you to provide its serial number or IMEI. To find it, you can visit the relevant page below depending on your device’s brand:. Apple. Samsung. Dell. HP. Lenovo
How does the commercial warranty work on Back Market Pro?
Your peace of mind is essential when making purchases. Thanks to our 12-month commercial warranty (from the date of delivery of the item), you can shop with confidence knowing that your purchases on Back Market Pro are covered and protected. The comm
What are the grounds for warranty exclusion?
The commercial warranty does not apply in the following cases:. Oxidized, broken, or cracked product (e.g., visible impact on the photos). Product handled by an unauthorized third party. Excessive use or neglect. Normal wear. Water resistance is neve
What is the cancellation policy for business customers?
Business purchases made on Back Market Pro are not eligible for a cooling-off period or “right to cancel”. As a result, business customers generally cannot cancel an order after it is placed except where required by law or as expressly stated in our
How do I arrange a return for my device?
If you encounter a problem with your product (it is defective, no longer works, or certain elements do not match the initial description), follow the steps below to arrange for its return:. Upon receipt of the package, the seller will have 3 business
What photos do I need to provide to return my product?
In order to initiate your return and avoid any disputes regarding the condition of your product(s), please take clear, bright photos, ideally without glare, that show the problem with your product. Photos from smartphones and tablets must show:. Phot
How do I disconnect my iCloud, Google or Samsung account?
Before returning a device, it is crucial to disconnect your iCloud, Google, or Samsung accounts. Otherwise, the device will remain locked, making any repairs impossible. Also, before disconnecting an account, be sure to back up your personal data usi
How long does a refund take when returning a product?
Refunds are treated once they have been approved by our teams. The approval is subject to the product being received by the seller, the condition of the product being verified, and no repair or replacement being possible. Once approved, you will rece
How can I contact Back Market Pro customer service?
If you need help with an order in progress or finding the products that best suit your needs, you can contact our customer service team from Monday to Friday, from 9 a.m. to 6 p.m. Here's how: