Mana Warranty Policy

Last Updated on June 16, 2021

 

Capitalized terms shall have the meaning set forth in this Limited Warranty Policy, the Mana by Back Market Seller Terms of Use, or the Mana by Back Market Buyer Terms of Use.

Mana by Back Market strives to bring consistency and reliability to our wholesale customers. We know how important it is for our customers to be able to rely on and trust the quality of the Products they order, and we work closely with our Sellers to ensure this by offering the Limited Warranty Policy outlined below.

 

The Mana by Back Market Limited Warranty Policy (this “Limited Warranty Policy”) applies to sales made through https://www.mana.backmarket.com (the “Site”). This Limited Warranty Policy complements the Terms of Use (the “Terms”); it does not replace or limit the Terms. Back Market Inc. has the right to modify this Limited Warranty Policy at any time, at our sole discretion. Any changes to this Limited Warranty Policy will be communicated by posting an updated Limited Warranty Policy on the Site and by email to the email address associated with your account or electronic message sent by Back Market, Inc.  Your continued use of the Mana by Back Market Services and Site will constitute your acceptance of and agreement to such changes. It is the Buyer’s responsibility to familiarize themselves with this Limited Warranty Policy prior to making any purchase.

 

Note: Lots tagged as ‘BuyBack 4 Business’ do not qualify for the Mana standard warranty. You can review the separate BuyBack 4 Business warranty policy in section 4. 

 

1.  Return or Refund Requests (RRRs)

To initiate a claim, the Buyers must submit a Mana by Back Market Return or Refund Request (RRR) Form (also known as Return Merchandise Authorization). If you have any questions on how to complete this form, please contact us at manacustomersupport@backmarket.com.

 

  • RRRs must be submitted within the window of time outlined below for each Product type.
  • Prior authorization from the Mana by Back Market team is required before returns will be accepted.
  • Returned items may go through a verification process by the Seller to ensure that the products returned were authorized. Unauthorized products will be returned to the Buyer at the Buyer’s cost. In addition, the RRR and any corresponding resolution will be canceled.
  • Any Products returned in a condition different than what was shipped out may be rejected for return.
  • Any issues falling outside of our standard policy may not be covered. We are committed to your satisfaction and will review such claims on a case by case basis, in our sole discretion.

 

2. Warranty Policy for Devices  

Mana by Back Market offers a limited warranty on the sale of most device grades. For all Devices sold on Mana, this Limited Warranty Policy allows for a maximum 2% quality error margin on all Device lots. This means that for each qualifying lot, Mana by Back Market allows for up to 2% of the Devices to be under the agreed quality standards. For any variance greater than two (2%) percent, the Buyer is able to file a claim by submitting a Return or Refund Request (RRR) Form with Mana by Back Market.

 

It is important to note that Mana by Back Market offers a wide variety of grades and our Device lots may greatly differ in their functional and esthetic grading. Depending on the grade, this Limited Warranty Policy may differ. The Buyer should ensure their understanding of each Device lot’s grade and corresponding Limited Warranty Policy before making any purchase. The Mana by Back Market Device Grading Scale can be reviewed here.

 

2.1 Device Quality Discrepancy 

Covered Device grades include:

 

  1. Esthetic Grades:  A+, A, B, B-, C, Uncracked, Cracked Front Glass and Cracked Back Glass
  2. Functional Grades: Fully Functional, Fully Functional Battery below 85%, Key Functions, Basic Functions and Powers ON

 

If greater than 2% of the Devices included in a single lot do not correspond to the esthetic and/or functional grading described, your RRR must be filed within thirty (30) days from the date of delivery (or Buyer pick-up).

 

When filing an RRR for any esthetic discrepancy, detailed pictures or video of the devices will be required along with a written description, by IMEI or another unique identifier.  Any functional discrepancies must also be documented via video or diagnostic software report, for each IMEI or other unique identifier.

 

The Buyer should fully test all devices BEFORE any device is opened for repair, with the exception of demonstrated water damage the Warranty is void once the Buyer opens any device.

 

Within two (2) Business Days of receiving the RRR, Mana by Back Market will review the RRR and clarify any questions with the Buyer. Mana by Back Market will then reach out to the Seller to inform them of the claim, including the Buyer on the communication.

 

After receiving the claim, Seller will have one (1) Business Day to respond and the Seller may propose one (1) of two (2) resolutions:

 

  1. Send replacement Products.
  2. Send a partial/full refund (proportionate to the value of the missing quality).

 

When the Seller proposes the resolution, they may also request that the Buyer return the disputed Product. In this case, the Seller must provide the Buyer with a prepaid shipping label. The Buyer will have two (2) Business Days to return the faulty Devices and provide the Seller and Mana by Back Market with the tracking number.

 

The Seller is not required to ship replacement Products and no partial or full refund will be issued until the returned devices have been received and reviewed by the Seller.

 

The Seller may receive a returned Product due to a cause that is not included in this Limited  Warranty Policy. In this case, the Seller has two (2) Business Days, following the receipt of the returned Device, to declare an exclusion and prove the reasons for this exclusion. The Mana by Back Market team will then arrange with the Buyer to void the claim and any corresponding resolution will be canceled.

 

2.2   Device Exclusions

 

The thirty (30) Day Limited Warranty Policy does not apply to: 

 

  1. Esthetic Grades: Cracked, Ungraded and or LCD Issue
  2. Functional Grades: Untested and Salvage

 

These grades do have a limited warranty to cover missing, lost or damaged shipments. All RRR requests must be filed within five (5) Business Days of shipment delivery.

 

NOTE: As each Device has two grades, a Device may have one grade that is covered and one grade that is not covered by this Limited Warranty Policy. An example of this could be an Untested, B-.  In this case, the Device would not be covered for its Functional grade but would be covered for its Esthetic.

 

2.3   Missing Device Quantity

 

All Device grades are covered.

 

If your shipment is missing any quantity of devices, please file an RRR within five (5) Business Days from the date of delivery.

 

Within two (2) Business Days, Mana by Back Market will review the RRR and clarify any questions with the Buyer. Mana by Back Market will then reach out to the Seller to inform them of the claim.   The Seller will have one (1) Business Day to respond and propose one (1) of two (2) resolutions:

 

  1. Send replacement Products.
  2. Send a partial/full refund (proportionate to the value of the missing or damaged quantity).

 

2.4  Missing or Damaged Shipment

 

All Device grades are covered.

 

If a Seller-arranged shipment is missing, lost or damaged please file an RRR within five (5) Business Days from the date of delivery (or expected delivery).  In this case, Sellers are responsible for ensuring the delivery of their Products. 

 

Within two (2) Business Days, Mana by Back Market will review the RRR and clarify any questions with the Buyer. Mana by Back Market will then reach out to the Seller to inform them of the claim.

 

After receiving the claim, Seller will have one (1) Business Day to respond to Mana by Back Market and the Buyer and propose one (1) of two (2) resolutions:

 

  1. Send replacement Products.
  2. Send a partial/full refund (proportionate to the value of the missing or damaged quantity).

 

3. Warranty Policy for Parts and Accessories

 

3.1 Parts and Accessory Quality Discrepancy 

 

Buyer will have a minimum of one (1) year to file an RRR related to any dysfunctional part or accessory.  The Limited Warranty period starts from the date of delivery or Buyer arranged pick-up.

 

Within two (2) Business Days of receiving the RRR, Mana by Back Market will review the RRR and clarify any questions with the Buyer. The Mana team may request pictures, videos, testing reports or any other supporting documentation.  Mana by Back Market will then reach out to the Seller to inform them of the claim.

 

After receiving the claim, Seller will have one (1) Business Day to respond and the Seller may propose one (1) of two (2) resolutions:

 

  1. Send replacement Products.
  2. Send a partial/full refund (proportionate to the value of the missing quality).

 

When the Seller proposes the resolution, they may also request that the Buyer return the disputed Products. In this case, the Seller must provide the Buyer with a prepaid shipping label. The Buyer will have two (2) Business Days to return the faulty Parts or Accessories and provide the Seller and Mana by Back Market with the tracking number.

 

The Seller is not required to ship replacement Products and no partial or full refund will be issued until the returned devices have been received and reviewed by the Seller.

 

The Seller may receive a returned Product due to a cause that is not included in this Warranty Policy. In this case, the Seller has two (2) Business Days, following the receipt of the returned Parts or Accessories, to declare an exclusion and prove the reasons for this exclusion. The Mana by Back Market team will then arrange with the Buyer to void the claim and any corresponding resolution will be canceled.

 

 

3.2 Part or Accessory Missing Quantity

 

All Parts and Accessories are covered.

 

If your shipment is missing any quantity of parts or accessories, please file an RRR within five (5) Business Days from the date of delivery. 

 

Within two (2) Business Days, Mana by Back Market will review the RRR and clarify any questions with the Buyer. Mana by Back Market will then reach out to the Seller to inform them of the claim.   The Seller will have one (1) Business Day to respond and propose one (1) of two (2) resolutions:

 

  

  1. Send replacement Products.
  2. Send a partial/full refund (proportionate to the value of the missing or damaged quantity).

 

 

3.3 Part or Accessory Missing or Damaged Shipment 

 

All Parts and Accessories are covered.

 

If a Seller-arranged shipment is missing, lost or damaged please file an RRR within five (5) Business Days from the date of delivery (or expected delivery).  In this case, Sellers are responsible for ensuring the delivery of their Products.  

 

Within two (2) Business Days, Mana by Back Market will review the RRR and clarify any questions with the Buyer. Mana by Back Market will then reach out to the Seller to inform them of the claim.

 

After receiving the claim, Seller will have one (1) Business Day to respond to Mana by Back Market and the Buyer and propose one (1) of two (2) resolutions:

 

  1. Send replacement Products.
  2. Send a partial/full refund (proportionate to the value of the missing or damaged quantity).

4. BuyBack 4 Business Warranty Policy

 

BuyBack 4 Business lots are covered by a warranty seperate to that of the Mana standard warranty. All lots tagged ‘BuyBack 4 Business’ will fall under the BuyBack 4 Business warranty policy outlined in section 4.

 

4.1 Covered cases

The BuyBack 4 Business warranty covers the following cases involving your order:

 

  1. Missing devices
  2. Locked devices (iCloud, Android, Gmail, BIOS password or other types of account locks or passwords preventing full access of the operating system)
  3. Wrong devices (different model than what was described);
  4. Devices described as functional arriving as non-functional
    1. A non-functional device is described as one that does not power on OR the operating system is not accessible (ex. the device is stuck in a boot loop)

      If any of the cases outlined above apply to the shipment you received, please file an RRR within five (5) Business Days from the date of delivery.

       

      Within two (2) Business Days, Mana by Back Market will review the RRR and clarify any questions with the Buyer. Mana by Back Market will then reach out to the Seller to inform them of the claim. The Seller will have one (1) Business Day to respond to the claim and propose a resolution of either sending a partial or full refund for the devices in question (proportionate to the value of the missing, locked, incorrectly described, or incorrectly graded quantity).