Refunds & Cancellation Policy
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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 encounter a problem with your order, begin by contacting the seller directly through your Order Summary. You can also request a refund from the same page. Once submitted, the seller has five days to respond.
If you haven’t heard back or the issue isn’t resolved within 48 hours, feel free to reach out to us at support@tilt.app using the email linked to your Tilt account. Find out about alternative methods of contacting us.
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 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.
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
Order was placed
Accidental bid, friendly fraud, etc.
Within 30 minutes from when the order was placed
You can request this cancellation in-app. You can cancel a maximum of two items across different orders, 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.).
If the seller accepts returns: Within 14 days from when the order was received if the seller accepts returns (as per your right of withdrawal).
If the seller doesn’t accept returns: You have 3 days from when you receive your item to report an issue with your order.
Order is in-transit / not shipped
Package is missing in transit, package tracking hast not been updated, or package was not shipped
Within 30 days of placing your order
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
Submitting false refund requests will lead to a permanent ban.
You may request to cancel an order within 30 minutes of purchase by navigating to the order in your Order Summary. Each buyer is allowed up to two 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.
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.
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.
You can request this return from the seller through messages or 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.
You can request this refund from the seller through messages or 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.
You can request this refund from the seller through messages or 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.