How do I arrange to return my device?Updated a month ago

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:

1. Check the warranty: Make sure your product is still covered by the warranty before starting the return process (more details here). If the product is no longer under warranty, you will have to pay for the repair or replacement.
2. Contact Back Market Pro Customer Service: Log in to your Back Market Pro account and contact us from this page. We recommend using our contact form, as you will need to attach clear photos of the issue affecting the product (more details on the photos to provide here) as well as information such as the IMEI or serial number, which will help identify the device and speed up the process. If you are eligible for a return, Back Market Pro customer service will send you a return label.
3. Back up your data: Before sending your product in, make sure to back up all your personal data. Repairs may result in the complete erasure of data stored on the device. Transfer your important files to another device or cloud storage.
4. Disconnect your accounts (iCloud, Google, Android): It is crucial to disconnect your accounts from the device before returning it. These accounts lock the devices, preventing the return or repair from being processed. If your accounts remain connected, the device cannot be serviced. If you need help disconnecting your accounts, you can find more information here.
5. Pack the device carefully: Protect your device by packing it carefully. Use bubble wrap or other protective material to prevent damage during shipping. Don't forget to include a copy of the purchase invoice in the package, as it will be used to identify the order.
6. Use the prepaid return label: Once the device is ready to be returned, use the prepaid return label provided by Back Market Pro. This ensures that your return is correctly addressed and that you will not be charged for shipping. 

Upon receipt of the package, the seller will have 3 business days following receipt to analyze the product. If the returned product is similar to the one sold and eligible for warranty, the seller will offer one of the following options:

1. Repair: the product will be repaired within 1 to 2 business days after analysis.
2. Replacement: if the product cannot be repaired and the seller has a similar device in stock, a replacement product will be sent to you 1 to 2 business days after analysis.
3. Refund: if neither repair nor replacement is possible, a refund will be issued. The refunds should be visible in your bank account within 5 to 10 days after confirmation of the refund, depending on your bank.