Returns & Refunds Policy
Effective: 2026-05-20
chord makes one-of-one hand-painted oil paintings from your photos. Each painting is custom — once an artist starts, the canvas, paint, and labor are committed to your order. Our refund policy reflects that reality, but we also know that for a custom gift to be a real gift, you need a real safety net. The policy below is how we balance those two truths.
1. Refund tiers — what's covered
| Situation | What we do |
|---|---|
| You change your mind before painting starts | Full refund, no questions asked. Email us within 24 hours of order. |
| Your photo can't be painted (too low resolution, blurry, etc.) | We email you within 48 hours. You choose: send a different photo, or full refund. |
| chord or the artist makes a production error (wrong size, wrong framing, obvious likeness failure given your photo, painting damaged before shipping) | We repaint at no cost, or full refund — your call. |
| Shipping damage (visible damage on delivery / clear in-transit harm) | Free reshipment, or full refund. Send us photos of the damage within 7 days of receiving. |
| You receive the painting and want a change (different framing, color emphasis, composition tweak) | Email us within 14 days of delivery. We'll do one free remake covering reasonable adjustments. The original painting is yours to keep. |
| You receive the painting and don't like it (subjective taste, recipient reaction was not what you hoped) | Custom-made items are not eligible for unconditional refunds after delivery. We'll work with you case-by-case — possible options include a partial credit toward a future order, or a paid remake at a discount. Be honest with us; we'll be honest back. |
2. Refund window
- Before painting starts: full refund anytime within 24 hours of order.
- After painting starts: covered by tiers 2-5 above.
- After delivery: 14 days for production-error claims (tier 3) and free remake (tier 5). Shipping damage (tier 4) accepted up to 7 days after delivery.
We start painting roughly 24 hours after order confirmation. If you need to change something, email us fast at dylan@chord.gift with your order number.
3. Refund mechanics
- Refunds go back to your original payment method via Stripe.
- Most refunds clear in 5-10 business days. Some banks take longer.
- We refund the full amount you paid, including shipping & duties — DDP all-inclusive means no surprise deductions.
- For partial refunds or credits, the amount will be stated clearly in our email confirmation.
4. The original painting
For any free remake (tiers 3, 5) we do not require you to ship the original painting back. It stays with you. This is intentional — shipping a fragile painting on canvas back to Singapore from the US or EU costs more than the painting itself, and we'd rather you keep it than throw it away.
5. What we don't cover
- Damage you cause after delivery (drops, water, sun fading, hanging mistakes).
- Refusal to provide a photo of shipping damage when we ask for one.
- "Surprise gift didn't go well" outcomes — we can't underwrite human relationships, only the painting itself.
6. Disputes
If we can't resolve something via email, you can chargeback through your card issuer (Stripe handles that flow). We'll respond to chargebacks with the photo proof, artist notes, and delivery tracking we have on file.
7. Contact
dylan@chord.gift · WhatsApp +65 8220 0034
10X AI Technology Pte Ltd · 6 Raffles Quay, #14-06 · Singapore 048580 · UEN 202245757M