Refund policy

FORM

If you encounter any problems with your order, we provide a returns and complaints form. Click here to download it.

ADDRESS

Please send returns to:

Tilt Holding P.S.A.

Zambrowska 4a

16-001 Kleosin

Poland

COMPLAINTS – GENERAL PROVISIONS

  1. The Seller is liable to the Privileged Buyer for conformity of the performance with the contract, as provided by generally applicable law, in particular by the Polish Act on Consumer Rights.
  2. Complaints (including those concerning the operation of the Store) should be submitted:
    • in writing to the address indicated above, or
    • by e-mail to kontakt@tilt.pl.
  3. If a product is covered by a warranty, information about the warranty and its terms is available in the Store.
  4. The Seller will respond to the complaint within 14 calendar days of receiving it.

II PRIVILEGED BUYERS

  1. Goods
    1. If the goods are not in conformity with the contract, the Privileged Buyer may exercise the rights set out in Chapter 5a of the Polish Act on Consumer Rights.
    2. The Seller is responsible for any lack of conformity of the goods with the contract that exists at the time of delivery and becomes apparent within two years thereafter, unless a longer shelf life has been specified by the Seller or its predecessor in title.
    3. Under the Act on Consumer Rights, the Privileged Buyer may request:
      1. replacement of the goods,
      2. repair of the goods.
    4. In addition, the Privileged Buyer may declare:
      1. a price reduction,
      2. withdrawal from the contract
      in the following situations:
      • the Seller has refused to bring the goods into conformity in accordance with Art. 43d (2) of the Act on Consumer Rights;
      • the Seller has failed to bring the goods into conformity in accordance with Art. 43d (4-6) of the Act on Consumer Rights;
      • the lack of conformity persists despite the Seller’s attempts to bring the goods into conformity;
      • the lack of conformity is so significant that it justifies an immediate price reduction or withdrawal from the contract without first using the remedies set out in Art. 43d of the Act on Consumer Rights;
      • it is evident from the Seller’s statement or circumstances that the Seller will not bring the goods into conformity within a reasonable time or without undue inconvenience to the Privileged Buyer.
    5. If the goods are to be repaired or replaced, the Privileged Buyer shall make the goods available to the Seller. The Seller will collect the goods from the Privileged Buyer at its own cost.
    6. The Privileged Buyer may not withdraw from the contract if the lack of conformity of the goods with the contract is insignificant.
    7. In the event of withdrawal from the contract (for goods), the Privileged Buyer shall promptly return the goods to the Seller at the Seller’s cost to Zambrowska 4a, 16-001 Kleosin. The Seller shall refund the price promptly, no later than within 14 days of receiving the goods or proof of their return.
    8. Amounts due as a result of a price reduction will be refunded within 14 days of receiving the Privileged Buyer’s declaration of price reduction.
  2. Out-of-Court Methods of Resolving Complaints and Claims
    1. The Seller informs Consumers about the possibility of using out-of-court methods of resolving complaints and pursuing claims. Details are available at the offices and on the websites of entities authorised to handle such disputes. Consumers may, inter alia, use:
      • assistance from the relevant European Consumer Centre within the ECC-Net, which provides information on consumer rights and helps resolve cross-border disputes (usually free of charge). A list of national ECCs is available at: https://konsument.gov.pl/eck-w-europie/
      • the Online Dispute Resolution (ODR) platform provided by the European Commission at: https://ec.europa.eu/consumers/odr
      In Poland, additional support is available through:
    2. The above information is for reference only and does not oblige the Seller to participate in out-of-court dispute resolution.
    3. Using out-of-court dispute resolution is voluntary for both the Seller and the Consumer.
    4. The Consumer may also seek free assistance from a municipal or district consumer ombudsman.

III BUYERS OTHER THAN PRIVILEGED BUYERS

  1. For the avoidance of doubt, the Seller notes that the Seller’s liability to a Buyer other than a Privileged Buyer, in connection with complaints, is governed by § 11 (7) of the Terms and Conditions.

IV SPECIAL CONDITIONS – GAMING MOUSEPAD AND FLOOR MAT BY TILT HOLDING

  1. Scope of Application
    This section specifies additional complaint rules exclusively for Tilt Holding Gaming Mousepads and Floor Mats. It does not limit statutory consumer rights described in sections I–III.
  2. Grounds for Complaint
    A complaint may be filed for products with manufacturing defects or products not matching their description.
  3. Complaint Deadline
    A complaint may be submitted within 24 months of delivery; it is recommended to submit it no later than 14 days after discovering the defect.
  4. How to Submit a Complaint
    Please contact us at kontakt@tilt.pl or via the returns and complaints form, providing:
    • order number,
    • full name or company name,
    • description of the defect,
    • photos showing the damage (if possible).
  5. Complaint Processing Time
    The Seller will respond within 14 calendar days of receiving the complete submission. The result will be sent by e-mail.
  6. Possible Resolutions
    Without prejudice to statutory rights, the Seller may offer:
    • replacement with a new product,
    • a full refund of the purchase price.
  7. Examples of Defects Covered
    • detachment of the usable surface from the base layer,
    • serious structural defects not caused by use,
    • material defects occurring despite proper use.
  8. Excluded from Complaints
    • mechanical damage caused by the user (e.g. cuts, tears, spills),
    • normal wear and tear, including abrasions, discolouration, loose stitching,
    • damage resulting from improper care or storage.
  9. Returning the Product
    If returning the product is necessary to assess the complaint, the Seller will cover the shipping cost if the complaint is accepted.