Return & Refund Policy

Last updated: March 2026

Overview

Because every Tandaku order is custom-printed to your size, material and artwork, 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 Orders (Once Printing Starts)

Custom-printed orders are non-refundable once they have gone to print.

Because each item is cut to your size and printed with your artwork, it cannot be resold or repurposed once production has begun. To protect you, every uploaded file goes through an automatic preflight check plus a designer review before anything is printed — if we spot a problem, we'll ask you for a corrected file first.

Before Printing Starts

If your order has not yet gone to print, you may cancel for a full refund, no questions asked.

If your file is still with us for the preflight and designer check, nothing has been printed yet, so you can still cancel for a full refund. Once your file passes the check and the order moves into production, it can no longer be cancelled.

Quality Issues & Manufacturing Defects

We take quality seriously. If your printed product has a manufacturing defect or does not match your approved order (material, size or artwork), 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 order.

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 your supplied artwork, printing smudges or misalignment, incorrect cut size, board warping or delamination, 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 17-849 3938 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 design, wrong material, product, or 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 17-849 3938 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 printing starts

Full refund, no questions asked — including while your file is being checked.

Once printing has started

Non-refundable (custom-printed item made to your size and artwork).

Quality defect / shipping damage / wrong order

Full replacement or full refund at our expense.