Since the 1st of July 2020, Merchants on Back Market must offer a commercial warranty of at least 12 months, in addition to the legal warranty. This commercial warranty, which must have better terms than the legal warranty, has been based on three main pillars, which may evolve over time:
The customer can declare a technical issue during the first 12 months without supporting evidence (excluding exclusion of warranty).
The customer obtains a return label within 24 working hours.
The customer is offered a solution* within 3 working days.
* Repair, if impossible replacement, if impossible refund. In accordance with our charter, in case of a second return for the same breakdown, the customer is entitled to request a refund.
In some countries, we offer an additional commercial warranty offered by Back Market, which takes effect at the end of the Seller's commercial warranty.
This extension is from 12 to 24 months depending on the country (see table) and is fully supported by Back Market. Indeed, for countries offering the Back Market commercial warranty after the first 12 months, the customer will no longer be able to open an after-sales claim in his customer area and will be automatically redirected to our customer service. The countries impacted can be found in the attached summary table.
In all cases, the commercial warranties are in addition to the mandatory legal warranties applicable in each country.
Regarding the withdrawal period, it has been pushed to 30 days in total for all orders placed from the 1st of July 2020.
The customer, therefore, has 30 days upon reception to change his mind and request the return and refund of his product. No change regarding the return of the product, it must be made within 14 days of the customer's communication of his decision to withdraw (or receipt of the return form sent by the merchant if the customer chooses this method).
In case of withdrawal, the return label is provided by Back Market, as it is a simple change of mind. However, for quicker and better customer service, do not hesitate to provide it to the customer. If you provide the voucher yourself, the payment can be refunded on request.
In case of return related to a defected product (technical problem, conformity…) or an issue with your services, the costs of the return label will remain at your expense as implied in the quality charter.
In the case of an anomaly during transport, the customer has 72 working hours from the delivery of the product to declare this anomaly via the platform.
In the event of such an anomaly, the costs of the return form will be at your expense.
Warranties, whether commercial or legal, exclude coverage for the following problems (even in case of failure not caused by the exclusion) :
Oxidation (you must prove that the product delivered to the customer was not oxidized when it was sent, as implied in the Charter)
Handling of the components of the device by the purchaser or a third party
In such cases, a repair or replacement may be offered for a fee.
For any return (warranty or withdrawal) we advise you to ask customers for photos of the product, in order to be able to make an initial assessment of the external state of the product (the photos are sent as an indication and a warranty exclusion cannot in some cases be based solely on these elements).
Summary of applicable warranties
You will find all the details of the guarantees as well as useful links for their correct application in the form of a table attached.
The table is to be read from left to right and is sorted in a logical sequence of warranties as follows:
For more details on the different guarantees in the different countries of the European Union, we invite you to consult the following site: