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 recognise 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, it should appear at the bottom of the order summary page check the video below to locate it: Only escalate the matter to our support team if there is no response from the seller or if the issue remains unresolved. Contact us at support@tilt.app using the email associated with your TILT account. Find out here about alternative methods of contacting us.
Supported Refunds
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.)
Defective item
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 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 two hours from when the order was placed | You can request this cancellation 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. |
Order received | No longer want that item. There were order issues (missing an item, wrong item, etc.). | Within 10 days from when the order was received (as a part of your right of whitdrawal) | 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 |
Refunds must be requested within 10 days of the order being placed to be considered; otherwise, we reserve the right to deny the request.
Cancelling an Order
You can request to cancel an order from a seller within 24 hours of purchase. For accidental bids, cancellation must be requested within 2 hours of placing the bid. However, you can only use this reason once for a cancellation within the specified timeframe. In such cases, please contact the seller to initiate the cancellation of your order. Tilt will not entertain any requests beyond this timeframe
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.
Last updated