Return & Refund Policy

Last updated: March 2026

Overview

Because every Tandaku portrait is custom-made to your specifications, our return policy differs from standard retail. We are committed to your complete satisfaction and will work with you to resolve any issues fairly and promptly.

Custom Portraits (After Approval)

Custom portraits are non-refundable once you have approved the digital preview.

As personalised items created specifically for you, approved portraits cannot be resold or repurposed. This is why we provide a full digital preview with unlimited revisions before any printing begins, so you can be completely happy with the artwork first.

Before Approval

If the artist has not yet started working on your portrait, you may cancel for a full refund, no questions asked.

If work has already begun but you have not yet approved the preview, you may still cancel. In this case, a partial refund will be issued (minus a 30% artist fee to cover the work already completed). During the preview stage, you can request as many revisions as needed at no extra cost before making your decision.

Quality Issues & Manufacturing Defects

We take quality seriously. If your printed product has a manufacturing defect or does not match the approved digital preview, we will provide a full replacement or refund at no cost to you.

Report quality issues within 7 days of receiving your order.

Provide clear photos showing the defect or discrepancy compared to your approved preview.

We will reprint and reship at no additional cost, or issue a full refund if you prefer.

Examples of quality issues: colour significantly different from the approved preview, printing smudges or misalignment, canvas stretching defects, or product damage not caused by shipping.

Damaged in Shipping

If your product arrives damaged due to shipping, we will arrange a full replacement at no cost.

What to do:

1 Take photos of the damaged packaging and product within 48 hours of delivery.
2 Contact us via WhatsApp at +60 14-927 0938 or email hello@tandaku.com with the photos and your order number.
3 We will review the evidence and arrange a replacement within 2 business days. No need to return the damaged item.

Wrong Order Received

If you receive an incorrect item (wrong portrait, wrong product, or wrong size), we will send a full replacement and cover the return shipping cost for the incorrect item. Simply contact us with your order number and a photo of the item received, and we will arrange the exchange immediately.

Refund Process

All approved refunds are processed back to your original payment method through Billplz, our payment gateway. Refund timelines depend on your payment method:

Payment Method	Refund Timeline
Online Banking (FPX)	5-7 business days
Credit / Debit Card	7-14 business days
E-Wallet	5-10 business days

Timelines begin from the date we approve your refund request. You will receive email confirmation once the refund is initiated by Billplz.

How to Request a Return or Refund

To initiate a return or refund request, please contact us through either of the following channels with your order number and a description of the issue:

WhatsApp: Message us at +60 14-927 0938 for the fastest response.

Email: Send your request to hello@tandaku.com. We respond within 24 hours on business days.

Refund Summary at a Glance

Before artist starts work

Full refund, no questions asked.

During creation (before approval)

70% refund. 30% retained as artist fee for work completed.

After approval / printing started

Non-refundable (personalised item).

Quality defect / shipping damage / wrong order

Full replacement or full refund at our expense.