We understand that some returned products do not match the condition required to qualify for warranties. However, please take into account that certain rules are essential to respect so that a return will go as smoothly as it possibly can.
Basic rules to avoid returns during a warranty exclusion:
Always ask for photos from the customer and always provide evidence when you report a problem with the product.
- Ask for a detailed explanation of the problem.
- Always provide an official repair report.
When a product arrives with you and you realize that this is a warranty exclusion case:
You have 72 business hours after receipt of the product to declare a warranty exclusion and provide evidence to prove the case for this. NB, if this period is passed or if you are not able to provide evidence as soon as possible, then Back Market can force a repair or refund the customer when considered necessary.
In cases of oxidation, you must be able to provide photos of the oxidation pellets as well as evidence that the product was not oxidized at the time of sale.
The product arrives in your offices but has no defect
Firstly, we ask you to indicate this within the five working days and as soon as possible by putting together evidence (report, photos, etc.). If you can prove that the product has no defect, then the return costs can be charged to the customer, having declared false information.
In order to establish the best diagnosis, it is essential to communicate in the after-sales service area and always provide all the evidence. In cases of more severe disputes, your Champion in charge of the country concerned can intervene if necessary.