# Refunds & Cancellation Policy Tilt is committed to providing a safe and trustworthy marketplace for everyone. To ensure a great experience for both buyers and sellers, please note that **all bids are binding and all purchases are final.** That said, we know issues can come up. If you experience any problems with your order, please contact our Support team at using the email associated with your Tilt account. Our team will then guide you through the next steps and provide further assistance. ### **Supported Refunds** We support refunds under specific conditions and within defined timeframes. Refunds may be approved for the following reasons: * The item did not match the description (e.g. condition, photos, details) * Significant delays in shipping or transit * The item was missing from the package * Incorrect item or variant received (e.g. wrong size, colour) * Item arrived significantly damaged (e.g. stained, broken, ripped, or otherwise not as described) * The item is counterfeit or fake Tilt may require that the item be returned **in the exact condition it was received** in order to process a refund. {% hint style="info" %} Fashion collectibles that were originally unopened and in sealed packaging are **not eligible for refunds** if you requested the seller to open or reveal the item after purchase (e.g., during a livestream or in private messages). This policy does **not** apply to bundles, clothing boxes, or similar categories. {% endhint %} ### Please note: * Buyers are responsible for return shipping costs * Customs fees are not eligible for refunds * Orders disputed through chargebacks or financial institutions are not eligible for a refund through Tilt * Users found to be engaging in fraud or violating Tilt policies will be denied refunds and banned from the platform * Returned items must be in their **original condition** to qualify for a refund * Refunds will be denied if any item is **missing** from the return package * We do not support refunds for damage to the packaging of your item ### **Refund Timeframes**

Order Status	Refund Request Reason	Duration for refund request	Solution
Order was placed	Accidental bid, friendly fraud, etc.	Within 5 minutes from when the order was placed	You can request this cancellation in-app. You can cancel a maximum of one item, after that all sales are final. Refund requests submitted for this reason are subject to seller approval. Tilt Support will not be able to cancel orders.
Order received	There were order issues (missing an item, wrong item, etc.).	You have 3 days from when you receive your item to report an issue with your order.	You can request this return from the seller by using the 'Request a Refund' button in your order summary. If you don't receive a response from the seller or if the issue remains unresolved, you can escalate the matter to our support team. How to Request a Refund
Order is in-transit / not shipped	Package is missing in transit, package tracking has not been updated, or package was not shipped	Within 60 days of placing your order	You can request this refund from the seller by using the 'Request a Refund' button in your order summary. If you don't receive a response from the seller or if the issue remains unresolved, you can escalate the matter to our support team. How to Request a Refund
Order was marked delivered but not received	Package was delivered to the wrong place, package was stolen, etc	Within 3 days from when the order was marked delivered	You can request this refund from the seller by using the 'Request a Refund' button in your order summary. If you don't receive a response from the seller or if the issue remains unresolved, you can escalate the matter to our support team. How to Request a Refund

{% hint style="warning" %} Submitting false refund requests will lead to a permanent ban. {% endhint %} ### **Cancelling an Order** You may request to cancel an order within **5 minutes of purchase** by navigating to the order in your Order Summary. Each buyer is allowed up to **one cancellations total** across all orders. Refund requests that are submitted for this reason are subject to seller approval. Tilt will not entertain any cancellation requests. ### Refund Amount If a request satisfies the criteria above, including the reason and time frame, **you may be eligible to receive a full refund (including shipping costs and taxes) on your order**. ### **Extensions & Exceptions to Refund Request Durations** * **International Orders:**\ International shipments can take longer to arrive. For international orders, you may request a refund up to **10 days** after the item is delivered, depending on the specific category timeframe, regardless of when the order was placed. * **Preorders & Custom Orders:**\ For orders with longer shipping times (such as pre-orders or custom orders), you may request a refund up to **10 days** after the item is delivered, depending on the category, as noted above. * **Natural Disasters & Exceptional Circumstances:**\ Extensions may be granted for buyers and sellers affected by delays caused by natural disasters, national emergencies, labour strikes, or governmental actions. * **Counterfeit Items:**\ If you suspect an item is counterfeit, you can request a refund up to **30 days** after the item is delivered.
--- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://support.tilt.app/tilt-help-desk/returns-and-refunds/refunds-and-cancellation-policy.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.