> For the complete documentation index, see [llms.txt](https://support.tilt.app/tilt-help-desk/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.tilt.app/tilt-help-desk/returns-and-refunds/refunds-and-cancellation-policy.md).

# Refunds & Cancellation Policy

Tilt is built on trust between buyers and sellers. That's why all bids are binding and all purchases are final, except in the cases below.

If something goes wrong with your order, contact us in-app or at <support@tilt.app> using the email linked to your Tilt account, and we'll guide you through the next steps.

#### When can I get a refund?

Refunds may be approved if:

* the item doesn't match the listing (for example condition, photos, set, edition or language)
* the item was missing from the package
* you received the wrong item
* the item arrived significantly damaged (for example creased, bent, scratched or broken)
* the item is counterfeit, or sealed product has been resealed
* there are significant delays in shipping or transit

Tilt may ask you to return the item in the exact condition you received it before a refund is processed.

{% hint style="info" %}
Sealed products and live openings

* Opened live as part of the show: many sellers open packs and boxes live by default, for example in rip-and-ship shows and breaks. The outcome is final, and what's pulled isn't eligible for a refund. You're still covered if the cards don't arrive, arrive damaged, or aren't the ones pulled on stream.
* Opened on request: if you ask the seller to open a sealed product after buying it, during a live show or in messages, what's inside isn't eligible for a refund.
* Opened after delivery: once you open a sealed product yourself, what's inside isn't eligible for a refund.
  {% endhint %}

#### When refunds aren't possible

Failed delivery: because of the nature of TCG products, orders that can't be delivered are not eligible for a refund if:

* the delivery address you gave is incorrect or fake
* the parcel isn't collected from the pickup point or depot
* the parcel is returned to the seller after failed delivery attempts

Any refund in these cases is entirely at the seller's discretion. Please check your delivery address before every purchase and collect your parcel on time.

Also not eligible:

* change of mind, if the item matches the listing
* damage to outer packaging only
* customs fees
* orders disputed through a chargeback or your bank
* returns missing any item, or not in their original condition

Users found engaging in fraud or breaking Tilt policies will be denied refunds and banned from the platform.

Buyers pay return shipping costs.

#### Refund timeframes

<table data-full-width="false"><thead><tr><th width="174" align="center">Order status</th><th width="163" align="center">Reason</th><th width="180">When to request</th><th>How</th></tr></thead><tbody><tr><td align="center">Order received</td><td align="center">Missing item, wrong item, damaged, not as described</td><td>Within 7 days of delivery</td><td>Tap <strong>Request a Refund</strong> in your order summary. If the seller doesn't respond or the issue isn't resolved, escalate to our support team. See <a href="/tilt-help-desk/returns-and-refunds/how-to-request-a-refund.md">How to Request a Refund</a>.</td></tr><tr><td align="center">In transit / not shipped</td><td align="center">Package lost, tracking not updated, or not shipped</td><td>Within 60 days of placing your order*</td><td>Tap <strong>Request a Refund</strong> in your order summary. If the seller doesn't respond or the issue isn't resolved, escalate to our support team. See <a href="/tilt-help-desk/returns-and-refunds/how-to-request-a-refund.md">How to Request a Refund</a>.</td></tr><tr><td align="center">Suspected counterfeit</td><td align="center">Fake card or resealed product</td><td>Within 30 days of delivery</td><td>Contact our support team. See <a href="/tilt-help-desk/reporting/counterfeit-or-fake-items.md">Counterfeit or Fake Items</a>.</td></tr></tbody></table>

\*Vault orders: items held in your Vault aren't considered "not shipped" while they're waiting to be bundled. For Vault orders, the 60 days start from the date your bundle is requested to ship.

{% hint style="warning" %}
Submitting false refund requests will lead to a permanent ban.
{% endhint %}

#### Cancelling an order

Because of the nature of TCG products, orders are locked in the moment you buy and can't be cancelled. If you've simply changed your mind, you can message the seller and ask for a refund. Sellers decide at their own discretion.

#### Extended timeframes

* International orders: you can request a refund up to 10 days after delivery.
* Pre-orders: for orders with longer shipping times, you can request a refund up to 10 days after delivery.
* Exceptional circumstances: extensions may be granted for delays caused by natural disasters, national emergencies, strikes or government action.