Warranty exclusions are a sensitive issue and it's very important to manage these cases carefully. We will explain how to prevent this type of situation and how to react if it should happen. This article is constructed in a general way and does not apply systematically to all cases. Please take into account that warranty exclusions are unique cases, all depending on the context (declaration, date of receipt, etc.).
The customer is claiming an issue
When a customer contacts you explaining that he has an issue with is device, the thing to do is to support the customer the best you can and try to understand what exactly is the issue. As the management of those cases by distance can be difficult, please ask always for pictures of the product. Make sure there is no damage causing a warranty exclusion (exemple crack).
If there is a warranty exclusion visible through the pictures, please inform the customer immediately and give him/her the necessary explanations.
If the product does not show any indicator of a warranty exclusion, please organise the return. Everything is explained here. Remember to tell the customer to pack the product well and to take photos of the product and package before sending. As always, explain to the customer the usefulness of this procedure.
A product arrives at your place with a warranty exclusion
Upon receipt of the product, you have 72 hours to declare the exclusion of guarantee and provide all necessary justifications, which are in addition :
- You must prove that the product was not in this state before the transfer of responsibility (delivery).
- Please provide reports of expert opinions carried out with applications such as Blanco.
- For a case of oxidation, if the problem is declared by the customer within 14 days after delivery, then you must prove the exclusion of warranty with an expert report made before delivery (check-up).
- If you are not able to provide it, you cannot declare the exclusion of warranty.
Explain the procedure to the customer and ask if the product has suffered any damage.
The product arrives at your place but has no defect
First of all, please indicate this within a maximum of 72 hours and provide supporting evidence (report, photos, etc.). If you can prove that the product does not have a defect, the return costs may be charged to the customer, having declared false information.
We will always rely on all the elements that are available and that have been provided. For this reason, we strongly advise you to add all useful elements proving the warranty exclusion directly in the after-sales area. A simple message from you without proof cannot be taken into account as a valid declaration of warranty exclusion.
For more information about warranty (in all countries), please see our article Warranty & Withdrawal.
Please refer to the Back Market charter to read all the seller's commitments.
In the event of non-compliance with these commitments, Back Market may act in the place of the Seller and the costs generated (return vouchers, refunds ...) will be borne by the Seller.