# Copy of How to Request a Refund

If the order hasn't arrived, or you have received a wrong or damaged item you can request a refund using 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).

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If the seller is unresponsive or fails to make a decision on the refund request within the 5-day timeframe, the refund will be automatically initiated. If you believe that an unfair decision has been made on your refund request, you may escalate the matter to Tilt for further assistance. You can do this by accessing the "Refund Summary" in the order and selecting "Contact Tilt". Alternatively, you may contact [support@tilt.app](email:support@tilt.app) from the email associated with your Tilt account.&#x20;

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If the seller agrees to the refund request, they may choose either to require a return before issuing the refund or to issue the refund without requesting a return. If the seller agrees to the refund but requires the return of the item, you should verify the return address.

Both the user and the seller must cooperate with each other to resolve this situation. Failure of one party to comply may give us the right to cancel the refund request.

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If the refund was initiated by the seller, you should observe this reflected on your end. Please be aware that this process could take up to a minimum of 5 working days and a maximum of 10 working days.

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Please be aware that we do not accept responsibility for any communication that occurs between a customer and a seller outside of our platform. We have an integrated messaging system within our platform, where all users can contact sellers.\
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Refund Request Guidelines:

* Both parties must act reasonably when making a refund request (users) and when making a decision (sellers). Incorrect use of this feature by either party may result in a ban from the platform.


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