Return & Refund Policy
Last updated: March 2026
Overview
Because every Tandaku order -- whether a custom-printed signboard or a photo magnet -- is made specifically for you, 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 Production Starts)
Custom-printed signboards and photo magnets are non-refundable once production has started.
Because each item is made specifically for you — cut to your size and printed with your artwork, or crafted from your photo — it cannot be resold or repurposed once production has begun. To protect you, signboard files go through an automatic preflight check plus a designer review, and magnet designs get a digital preview to approve, all before anything is printed — if we spot a problem or you want changes, we sort it out first.
Before Production Starts
If your order has not yet gone to print, you may cancel for a full refund, no questions asked.
If your signboard file is still with us for the preflight and designer check, or your magnet preview is still being prepared or awaiting your approval, nothing has been printed yet — so you can still cancel for a full refund. Once your file passes the check (or you approve your magnet preview) and the order moves into production, it can no longer be cancelled.
Quality Issues & Manufacturing Defects
We take quality seriously. If your printed product or magnet has a manufacturing defect or does not match your approved order (material, size, colour, artwork or design), we will provide a full replacement or refund at no cost to you.
Examples of quality issues: colour significantly different from your supplied artwork or approved design, printing smudges or misalignment, incorrect 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, material or size compared to what you ordered or approved), we will send a full replacement at no cost to you. 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:
Refund Summary at a Glance
Before production starts
Full refund, no questions asked — including while your file is being checked, or your magnet preview is being prepared or awaiting approval.
Once production has started
Non-refundable (custom-printed item made to your artwork, or magnet made with your photo and approved design).
Quality defect / shipping damage / wrong order
Full replacement or full refund at our expense.
Need Help With a Return or Refund?
Contact us via WhatsApp or email hello@tandaku.com with your order number and details. We are here to help.