Frequently Asked Questions & Glossary
This page answers the most common questions we receive about buying refurbished devices from Backmarkte. It also includes a glossary of terms used throughout our site. For detailed policies, see Policies.
Frequently Asked Questions
What does "refurbished" mean?
A refurbished device is a pre-owned device that has been professionally inspected, repaired where necessary, cleaned, and tested to ensure it meets defined quality standards. At Backmarkte, refurbished means the device has passed our 72-point inspection and been assigned a grade that honestly reflects its condition.
How is a refurbished device different from "used" or "second-hand"?
A "used" or "second-hand" device is sold as-is, with no inspection, no warranty, and no quality guarantee. A refurbished device from Backmarkte has been professionally inspected, graded, and backed by a 12-month warranty and 30-day return policy. The difference is accountability and transparency.
What is the grading system?
We use a five-tier grading system: Grade A (near-mint, minimal marks), Grade A- (very light micro-scratches), Grade B (light scratches, minor scuffs), Grade B- (visible scratches, possible dents), and Grade C (heavy wear). All grades are fully functional. See our homepage for a full grading table.
What does the warranty cover?
Our standard 12-month warranty covers manufacturing defects and hardware faults that arise during normal use. It does not cover accidental damage, liquid damage, or faults caused by unauthorised modifications. Extended warranty and accidental damage cover are available — see Pricing for details.
How do I make a warranty claim?
Contact us at [email protected] or +44 113 496 0404 with your order number and a description of the fault. We will assess the claim and, if valid, arrange collection and repair or replacement at no cost to you. See Warranty Policy for full details.
Can I return a device if I change my mind?
Yes. We offer a 30-day no-quibble return policy. The device must be returned in the condition it was received, with all included accessories. Return postage is covered by Backmarkte if the return is due to a fault; for change-of-mind returns, the customer covers return postage. See Returns Policy.
Are the devices unlocked?
All smartphones and tablets are sold fully unlocked to all UK networks unless explicitly stated otherwise in the product listing. Laptops are not network-locked.
How is data wiped from devices?
All data is wiped to NIST 800-88 standard. For devices with encrypted storage, we perform a cryptographic erase followed by a factory reset. A data destruction certificate is provided with every device. See Our Process for full details.
Do you offer trade-ins?
Yes. We accept trade-ins of smartphones, laptops, and tablets. Contact us with your device details for a valuation. Trade-in credit is applied to your next purchase. Devices that do not meet our resale standards are responsibly recycled.
What payment methods do you accept?
We accept credit and debit cards, PayPal, and bank transfer (orders over £500). Buy Now Pay Later via Klarna is available on orders over £75. All prices include VAT at 20%.
Do you deliver to Scotland and Wales?
Yes. We deliver to all addresses in England, Wales, and Scotland. Delivery times vary by region — see our Service Area page for details. Northern Ireland is covered with an additional courier charge.
How do I contact you if something goes wrong?
Email us at [email protected] or call +44 113 496 0404. We aim to respond to all enquiries within one business day. For formal complaints, see our Complaints Procedure.
Glossary of Terms
- Refurbished
- A pre-owned device that has been professionally inspected, repaired where necessary, and tested to defined quality standards. Not the same as "used" or "second-hand".
- Grade A / Grade A-
- The highest cosmetic condition grades. Grade A devices show minimal to no visible marks. Grade A- devices may have very light micro-scratches visible only under direct light. Both are fully functional with battery health ≥80%.
- Grade B / Grade B-
- Mid-range cosmetic condition. Grade B devices have light scratches and minor scuffs. Grade B- devices may have visible scratches and possible minor dents. Both are fully functional with battery health ≥70%.
- Grade C
- Heavy cosmetic wear, possible cracks. Fully functional with battery health ≥60%. Suitable for buyers who prioritise function over appearance.
- NIST 800-88
- A US federal standard for media sanitisation, widely adopted in the UK as a benchmark for secure data destruction. Ensures that no recoverable data remains on a device after the wipe process.
- IMEI
- International Mobile Equipment Identity — a unique 15-digit number that identifies a mobile device. Used to check whether a device has been reported stolen or has an active finance agreement.
- Battery Health
- A measure of a battery's current maximum capacity compared to its original capacity, expressed as a percentage. A battery at 80% health can hold 80% of the charge it could when new.
- Unlocked
- A device that is not tied to a specific mobile network and can be used with any compatible SIM card.
- S.M.A.R.T.
- Self-Monitoring, Analysis and Reporting Technology — a system built into storage drives that monitors health indicators and predicts potential failures.
- CheckMEND
- A UK service that checks a device's IMEI or serial number against databases of stolen, lost, and finance-encumbered devices.
- Warranty
- A contractual commitment by Backmarkte to repair or replace a device that develops a covered fault within the warranty period (12 months standard).
- E-Waste
- Electronic waste — discarded electronic devices and components. Refurbishing and reselling devices reduces e-waste by extending the useful life of existing hardware.