Return Policy

Tilt is committed to building a safe and reliable marketplace. To ensure an excellent experience for both buyers and sellers, we employ the following guidelines for returns. Before you purchase, please note ALL BIDS ARE BINDING AND ALL PURCHASES ARE FINAL.

We recognize that situations may arise where issues occur, and you can rely on Tilt to assist both buyers and sellers. If a problem arises, please get in touch with the seller from whom you made the purchase. You can also 'Request a Refund' through the order summary page. Once the refund request has been submitted, the seller will have five days to make a decision. If you haven’t received a response or resolution from the seller within 48 hours, please contact us at [e-mail] using the email associated with your TILT account. Find out here about alternative methods of contacting us.

Supported Refunds

We have established specific reasons and timeframes within which refunds must be requested. The reasons are listed below:

• The item did not match the description (condition, photos, etc.)

• Significant delay in shipping or transit

• Item was missing

• Incorrect item or variant (size, colour, etc.)

• Damaged item (stained, broken, ripped or damaged in any way that wasn’t as described)

• Counterfeit/fake item

Tilt may require you to return the item in the exact condition you received it in to receive a refund.

Please Note:

• Returns and associated shipping costs are the responsibility of the buyer

• Customs fees do not qualify an order for a refund

• Chargebacks or orders disputed with your financial institution are ineligible for a refund

• Customers suspected of fraud or violation of Tilt policies will be refused refunds and banned from the platform

• If an order must be returned for a refund and it is not in its original condition, it will be ineligible for a refund

• If an order must be returned for a refund and an item is missing in the returned package, it will be ineligible for a refund

Refund Timeframes

Order Status	Refund Request Reason	Duration for refund request	Solution
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	No longer want that item. 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 a part of 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.	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. How to Request a Refund
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	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. How to Request a Refund
Order was marked delivered but not received	Package was delivered to the wrong place, package was stolen, etc	Within 7 days from when the order was marked delivered	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. How to Request a Refund

Cancelling an Order

You can request to cancel an order from a seller within 30 minutes of purchase. You can only cancel an order up two a maximum of two times. Refund requests that are submitted for this reason are subject to seller approval. Tilt will not entertain any cancellation requests.

• Order Status is Delivered, but the item is not received: You must report this within 7 days. Tilt is not liable for delivery complications, and we reserve the right not to issue a refund in these scenarios.

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 Time Frames

• Orders Marked Delivered: if your item is marked as delivered, but you have not received it, you must contact support within 7 days so that we can investigate the situation.

• International Orders: orders shipped internationally may take extended periods of time to get delivered. For international orders, you are eligible to request a refund up to 10 days from when your item is delivered, depending on the category-specific timeframe, regardless of when the order was placed.

• Preorders & Custom Orders: for certain orders that take extended periods of time before they can be shipped, you are eligible to request a refund up to 10 days from when your item is delivered, depending on the category your purchased in, as shown above

• Natural Disasters: extensions may be offered to buyers and sellers in particular locations to take into consideration delays due to circumstances such as natural disaster, national emergency, labor strike or governmental act.