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Return Policy

You can request our Return & Refund Service:
√ Within 30 calendar days of receiving a product if the product has no manufacturing defect, and is still in new or like-new condition.

√ Within 30 calendar days of receiving a product if the product has a manufacturing defect.

Return & Refund Service will not be provided where:

× It is requested beyond 30 calendars days of receiving a product.

× A product is not delivered to TILTA within 14 calendar days after Return & Refund Service confirmation is sent from TILTA. 

× The item is not purchased from TILTA official website or Amazon store. The return and refund must be done through the original seller.

× A product sent to TILTA for Return & Refund Service does not include all original accessories, attachments or packaging, or any item is not in new or like-new condition, i.e. with cracks, dents or scratches.

× A legal proof of purchase, receipt or invoice is not provided or is reasonably believed to have been forged or tampered with.

× Any fault or damage of the product is caused by unauthorized use or modification of the product, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.) or improper installation or operation.

× Product labels, serial numbers, waterproof marks, etc. show signs of tampering or alteration.

× Damage is caused to the product by uncontrollable external factors, including fire, floods, high winds or lightning strikes.

× Other circumstances stated in this policy.

Return & Refund Instructions

If you would like to apply for a return and refund, please contact us within 30 calendar days of receiving your product(s).

Contact TILTA using the email address you registered for the purchase, and then provide the following information:

1) Order Number:
2) Registered Email:
3) Return Product Name & Quantity:
4) Return Reason:
5) Images or Videos of Products and Intact Packaging:

We will process your return and refund application within one or two working days after receiving your email.

Refund Time

Refunds will be processed using the same method that was used to make the payment. The refund process will be completed in about 7-14 business days, depending on the bank or credit card issuer.

The refund will be returned to the original payment account. If you have any special requests, please let us know in advance.

Bundle Deals

For bundle orders that contain discounted products, refunds can only be processed for the entire order. Customers are not permitted to process separate refunds for individual products in a bundle deal.

Return Shipping

Customers need to pay for any return shipping to the designated service center (including cross-border and international shipping costs, if applicable) unless the refund is due to performance faults.

 

Lost package / package issue

Package status shows ‘in transit’ for 7 days or less: This situation may be quite standard, so we kindly ask you to wait patiently or contact the carrier directly. Should the package remain ‘in transit’ for more than 7 days, please reach out to us at Contact TILTA, and we will take the necessary steps to investigate the case with the carrier and ensure proper follow-up.

Package arrive Damaged: Should you receive a damaged package, please contact us at Contact TILTA within 7 days of delivery. Unfortunately, claims made after this period cannot be accepted. You will be required to provide photographs or videos of both the external packaging and the damaged products. Our agents will respond within 1-2 business days to evaluate the situation, at which point we will determine whether a replacement or refund is appropriate.

Package Lost: If you suspect that your package has been lost, please contact us at Contact TILTA within 7 days of the expected delivery date; we regret that we cannot accept claims submitted after this time frame. You will be required to provide a detailed description of the situation, and for orders over $200, a policy report will be necessary. An agent from our team will respond to your inquiry within 1-2 business days, and after assessing the specific situation, a decision will be made whether to reship the item or issue a refund.

Please verify the shipping address on your order. If the address provided is incorrect, kindly note that Tilta will NOT be held responsible for any issues arising from the incorrect information.

Restocking Fee

Returned items may be subject to a 30% restocking fee if there is no manufacturer defect. Additionally, any merchandise returned without its original packaging and or what appears to be in used condition, can be subject to the restocking fee since we will not be able to resell the item as new. This determination is made solely by Tilta Inc.

Replacement Policy

You can request our Replacement Service:

√ Within 30 calendar days of receiving the product if the product does not match the original description of the product in one or more significant respects.
√ Within 30 calendar days of receiving the product if the product suffers performance failure.

Replacement Service will not be provided where:

× Service is requested more than 30 calendar days after receiving a product.
× Received product has not been sent back to TILTA 14 calendar days after replacement confirmation from TILTA. 

× The item is not purchased from TILTA official website, Amazon store or TILTA authorized dealer. The replacement will need to be through original seller.
× Legal proof-of-purchase, receipts, or invoices are not provided, or are reasonably believed to have been forged or tampered with.
× A product sent to TILTA for replacement does not include all original accessories, attachments and packaging, or contains items damaged by user error.
× A product is found to have no defects after all appropriate tests are conducted by TILTA.
× Any fault or damage of the product is caused by unauthorized use or modification of the product, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.) or improper installation or operation.
× Product labels or serial numbers show signs of tampering or alteration.
× Damage is caused by uncontrollable external factors, including fires, floods, high winds, or lightning strikes.

× Proof of damage during transit issued by the carrier cannot be provided.
× Other circumstances stated in this policy.

Replacement Instructions

If you would like to replace products, please contact TILTA within 30 calendar days of receiving the products and then provide the following information:

1) Order Number:
2) Registered Email:
3) Replacement Product Name & Quantity:
4) Replacement Reason:

We will process your return and refund application within one or two working days after receiving your email.

 

Replacement Freight

TILTA shall be responsible for the two-way replacement freight for any products sent in for replacement due to performance faults.

If the return is not related to a quality issue, the customer will be responsible for covering the round-trip shipping costs.