Victoria C.
Have you just purchased a reconditioned phone on Back Market and are you wondering how to claim the warranty in the event of a problem? Don't worry, we have the solution for you! In this guide, we tell you everything you need to know about the Back Market guarantee: how to activate it, the steps to follow, and much more. No more worries, you are in good hands!
In summary :
- The Back Market guarantee can be activated by contacting the seller through the company's platform.
- To claim the warranty, it is necessary to provide the seller with dated proof of purchase, such as a delivery note, sales receipt or invoice.
- In the event of a defective product, claims under the commercial warranty must be sent directly by the buyer to the seller via their customer account.
- Back Market breakage insurance offers coverage for one claim per year of coverage, with repair of the device or replacement with a purchase voucher.
- To open an after-sales service on Back Market, you must log in to your customer account, access the “My orders” section and click on “Contact the seller” next to the order concerned.
Understanding the Back Market guarantee
Back Market, an essential platform for the sale of reconditioned electronic products, offers a contractual guarantee on all the items it offers. This guarantee is essential to reassure consumers about the quality of reconditioned products. It mainly covers malfunctions that are not caused by the user, such as battery issues, keyboard keys sinking, or a faulty touch screen.
It is important to note that this warranty does not cover exterior physical damage, such as a broken screen or damage due to immersion in water. Additionally, any intervention by an unauthorized third party service may also void this warranty. Before making a claim, it is crucial to check that the problem encountered is covered by the warranty, by consulting the General Conditions of Sale (CGV) available on the Back Market website.
The duration of this contractual guarantee is generally 12 months from the date of delivery of the product. However, to benefit from this warranty, the buyer must retain valid proof of purchase, such as a receipt or invoice, which will be necessary to initiate any claim.
In the event of a problem with a product purchased on Back Market, the buyer must contact the seller via the platform to report the malfunction. The process is digitalized and centralized, which facilitates procedures and ensures better traceability of requests.
If the seller cannot resolve the problem, Back Market intervenes to offer one of the following three solutions: replacement of the product, its repair, or reimbursement of the buyer. These options guarantee that consumers' rights are respected and that their satisfaction remains at the heart of Back Market's concerns.
Procedure to activate the Back Market guarantee
To activate the Back Market guarantee, several steps must be followed scrupulously to ensure the efficient processing of your request. First of all, it is essential to check that the product defect is covered by the commercial warranty. This verification can be carried out by consulting the terms and conditions specified in the guarantee or the General Terms and Conditions mentioned above.
Once this verification has been completed, the buyer must log in to their customer account on the Back Market website. In the “My orders” section, he can select the order concerned and click on “Contact the seller”. This action allows you to directly initiate a conversation with the seller to explain the problem encountered.
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It is also possible to complete a return or refund request form (RRR) available on the platform. This form must be completed carefully to provide all necessary information regarding the product problem. If you are unsure about how to complete this form, Back Market provides a contact form for assistance.
After receiving the request, the seller has five working days to respond and propose a solution. If no solution is found or if the seller's response is not satisfactory, Back Market can intervene to arbitrate and propose an adequate solution, thus guaranteeing customer satisfaction.
It is essential to follow these steps and provide all necessary supporting documents to facilitate the processing of your claim. The Back Market Guarantee is a valuable asset for all buyers of refurbished products, providing additional security and peace of mind when shopping online.
How does the Back Market guarantee work?
The Back Market warranty covers non-user-caused malfunctions, such as battery issues, keyboard keys sinking, or a faulty touchscreen. It does not cover external physical damage or interventions by an unauthorized third party service. It has a contractual duration generally of 12 months from the date of delivery of the product.
What are the steps to benefit from the guarantee?
To initiate a claim, buyers must submit a Back Market Business Return or Refund Request (RRR) form, also known as a Return Merchandise Authorization.
What options are available in the event of a malfunction of a product purchased on Back Market?
In the event of a malfunction, Back Market offers to replace the product, repair it, or reimburse the buyer.
What situations are covered by the Back Market guarantee?
The warranty primarily covers malfunctions that are not caused by the user, such as battery issues, keyboard keys sinking, or a faulty touch screen.
Is the Back Market guarantee an insurance policy?
No, the Back Market guarantee is a contractual guarantee offered on all items offered by the platform, it is not insurance.
What to do before using the Back Market contractual guarantee?
Before using the warranty, it is crucial to check that the problem encountered is covered by the warranty, by consulting the General Conditions of Sale (CGV) available on the Back Market website.
