# How to Request a Refund

If your order hasn’t arrived, or you received the wrong or a damaged item, you can request a refund by following the steps below. If you have encountered counterfeit or fake items, you can click [here](https://support.tilt.app/tilt-help-desk/reporting/counterfeit-or-fake-items).

**Sellers have up to 5 days to respond to your refund request.** If the request is approved, the seller may either require the item to be returned before issuing the refund or choose to issue the refund without a return.

If the refund was initiated by the seller, it will be reflected on your end. Please note that if the refund requires a return, it will not be processed until the seller receives the item back. Receiving the refund may take **5 to 10 working days**, depending on your bank, though it typically arrives sooner.

{% @storylane/embed subdomain="tilt" linkValue="slr5ew4e39u3" url="<https://tilt.storylane.io/share/slr5ew4e39u3>" fullWidth="true" %}

{% hint style="warning" %}
We are not responsible for communication between customers and sellers outside our platform. Both parties must act reasonably—customers should make honest requests, and sellers must respond in good faith. Misuse may result in a permanent ban.
{% endhint %}


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