Bought a refurbished iPhone 12 in February and the screen was glitching by April. I paid extra for the insurance but there was no need as I hadn’t damaged it. I sent it back using their courier with a promise that it will be repaired and returned in 3 business days. 2 weeks later and I hadn’t received it. Royal Mail said it was lost. Backmarket said they would refund me so I bought an alternative as I was working off an iPhone 5 that barely worked for 2 weeks. The next day, they sent me a phone without telling me. I told them not to ship and to provide a refund as requested. They refused. I now have 2 phones and I am starting a legal case. Citizen's Advice have confirmed it is a breach of contract and reported the incident to trading standards.