Policies

Warranty Policy

All devices sold by Backmarkte carry a minimum 12-month warranty covering manufacturing defects and hardware faults arising during normal use.

What Is Covered

• Hardware faults not present at the time of purchase
• Battery failure below the stated minimum health threshold
• Screen failure not caused by physical impact
• Connectivity failures (Wi-Fi, Bluetooth, cellular) not caused by software
• Charging port failure under normal use
• Speaker or microphone failure

What Is Not Covered

• Accidental damage (drops, cracks, liquid damage)
• Damage caused by unauthorised repairs or modifications
• Cosmetic deterioration consistent with normal use
• Software issues caused by user-installed applications
• Loss or theft
• Damage caused by use with incompatible accessories

How to Make a Claim

1. Contact us at [email protected] with your order number and fault description.
2. We will assess the claim and may request photographs or a video of the fault.
3. If the claim is valid, we will arrange collection at our cost.
4. We aim to repair or replace within 10 working days of receiving the device.
5. If repair is not possible, we will offer a replacement of equivalent grade and value.

Returns Policy

We offer a 30-day no-quibble return policy on all devices. You may return a device within 30 days of receipt for any reason.

Return Conditions

• Device must be returned in the condition it was received.
• All included accessories must be returned.
• Original packaging must be used where possible.
• For faulty returns, Backmarkte covers return postage.
• For change-of-mind returns, the customer covers return postage (up to £10 reimbursed on orders over £200).

Refund Timeline

Refunds are processed within 5 working days of receiving the returned device. The refund is issued to the original payment method.

Complaints Procedure

We take all complaints seriously and aim to resolve them fairly and promptly.

1. Step 1 — Contact Us: Email [email protected] with "COMPLAINT" in the subject line. Include your order number, a description of the issue, and what resolution you are seeking.
2. Step 2 — Acknowledgement: We will acknowledge your complaint within 1 business day.
3. Step 3 — Investigation: We will investigate and respond with a proposed resolution within 5 business days.
4. Step 4 — Escalation: If you are not satisfied with our response, you may request escalation to our senior management team.
5. Step 5 — External Resolution: If the complaint remains unresolved, you may refer it to the Citizens Advice Consumer Service or seek alternative dispute resolution.

Please include in your complaint: your full name, order number, contact details, description of the issue, dates of relevant events, and your desired resolution.

Delivery Policy

We dispatch all orders via tracked courier. Delivery times are estimates and may be affected by courier delays, public holidays, and remote location routing. See Service Area for regional delivery times.

• Standard delivery: 2–3 working days, £3.99 (free over £100)
• Express delivery: next working day (order before 2 pm), £7.99
• All orders require a signature on delivery
• Tracking information sent by email at dispatch

Trade-In Policy

Trade-in valuations are valid for 14 days from the date of quote. The final valuation may be adjusted if the device received does not match the condition described at the time of quoting. Devices that do not meet our minimum acceptance criteria are returned to the customer (at our cost) or recycled with the customer's consent.