AVOID AVOID AVOID!!!! They lure you in with a high valuation for trading in your devices. The likelihood of you getting your device downgraded so they can lowball you is guaranteed. They will possibly even damage the device itself and use that as their proof to keep their offer low. Even with proof, Backmarket reps don't do jack. Had this happen to me with my wife's phone just now. iPhone 14 in flawless condition with zero scratches/blemishes of any kind anywhere on the phone. Have extensive photographic and videos to prove it on the day I sent the device in. The Backmarket valuation was £370 for the iPhone where as most others were lower. The phone went to a refurbisher up in Wolverhampton, once they received it they immediately said it had multiple scratches on the screen and the condition was 'used' and offered £268. The pictures they sent back were either another iPhone14 they have or they made the scratches. My guess is they just took pictures of another device and said that was the one I sent. I asked Backmarket to interject and sent them the all the videos and pics I had which were plenty. Videos with a torch light shining on the iPhone screen to show it was in perfect condition, photos from all angles. More video footage and even photos of it with extra bubble wrap and sealed. They also asked the refurbisher for more pics which they then provided an image with a magical 3rd scratch that appeared. Backmarket then just said to either accept or reject the offer. So were of absolutely no help and makes the point of taking any photos/videos as proof of condition before sending utterly pointless. I since received the device back with the scratches and had to accept a £275 valuation from Mazuma Mobile instead. So BackMarket and their fraudulent associates cost me money! When you make the trade-in offer on the BackMarket site it will actually show you the Refurbisher that is selected before you send the device in. Go online and search and you will then see how many bad reviews they have. I am guessing the same 1-2 star reviews will apply no matter the refurbisher. My advice would just be to use a more reputable and trusted company. Music Magpie for example.