Refund policy

Effective Date: July 30, 2026 | Location: Kuala Lumpur, Malaysia Platform: https://kotodama.tokyo/

1. Policy Overview

At KOTODAMA LAB, we handcraft artisanal candles packaged in custom metal paint cans that evoke cinematic aesthetics inspired by our creative projects, including Mimpi Kita: Castle in the Air. Because metal paint cans are heat-sensitive and susceptible to structural denting or seal disruption during transit, this policy details your statutory rights under the Malaysian Consumer Protection Act 1999 (CPA 1999).

2. Policy Summary Matrix

Scenario / Item Condition

Eligibility Status

Notification Window

Remedy Offered

Severely Dented / Punctured Paint Can

Eligible

Within 48 hours

Free Replacement

Transit Wax Leakage

Eligible

Within 48 hours

Free Replacement

Incorrect Item Received

Eligible

Within 7 days

Exchange with free shipping

Unlit / Unused Candle Can / Change of Mind

Conditional

Within 7 days

Store credit (Buyer pays return shipping)

Unsealed / Lit / Used Candle Can

Non-Returnable

N/A

Ineligible (Safety & Hygiene)

Scent Dislike (Post-Burn)

Non-Returnable

N/A

Ineligible

3. Statutory Rights under Malaysian Consumer Law

Under Section 32 of the Malaysian Consumer Protection Act 1999, goods supplied to consumers must be of acceptable quality (fit for purpose, durable, safe, and free from material defects). If a paint can candle delivered to you is structurally damaged, punctured, or compromised in transit, you are entitled to statutory remedies including replacement or a full refund.

4. Transit Damage & Paint Can Structural Defect Provisions

While metal paint cans eliminate the risk of shattered glass, thermal conditions and postal handling in tropical climates introduce specific paint can risks:

  • Mandatory 48-Hour Reporting Window: Any order arriving severely dented, punctured, or leaked must be reported within 48 hours of postal delivery confirmation. 
  • Severe Denting & Rim Deformation: If transit impact causes deep structural dents that distort the lid rim, breach the inner seal, or make it impossible to open/close the paint can safely, the candle qualifies for a full replacement or refund. 
  • Popped Lids & Wax Leakage: If high heat or pressure during transit causes the paint can lid to pop off, resulting in severe wax displacement or oil leakage inside the box, it qualifies for immediate replacement. 
  • Minor Cosmetic Scratches: Minor, superficial surface micro-dents or faint scratches on the paint can exterior that do not compromise the lid seal, vessel integrity, or safe burning do not constitute a defect under CPA 1999. 

5. Conditions for Standard Returns & Exchanges (Change of Mind)

For change-of-mind exchanges (unopened paint cans), returns are accepted within 7 calendar days from delivery under the following conditions:

  1. The paint can seal/lid must be completely unlit, and untampered with. 
  2. The metal paint can exterior must remain in original, pristine condition without user-inflicted dents or scratches. 
  3. Shipping Fees: The customer is responsible for all return shipping fees and initial non-refundable delivery charges. 

6. Non-Returnable & Non-Refundable Items

The following items cannot be returned or refunded:

  • Any paint can candle where the lid has been pried open, lit, burned, or modified. 
  • Paint cans damaged due to inadequate return packaging by the buyer. 
  • Customized, personalized, or limited-edition archive releases. 
  • Subjective scent preference after opening/lighting the candle. 

7. Refund Processing

Once your returned item is received at our Kuala Lumpur facility, it will be inspected within 3 business days:

  • Approved Defect / Damage Refunds: Full refunds (including original shipping costs) will be credited back via your original payment method (FPX, Credit/Debit Card, or E-Wallet) within 7 to 14 business days. 
  • Change-of-Mind Exchanges: Issued as store credit or e-gift code minus delivery costs. 

8. How to Submit a Claim

  1. Message us via our official web form at https://kotodama.tokyo/ with the subject: [RETURN CLAIM] – Order #XXXXX. 
  2. Include your full name, contact phone number, order receipt, and details of the dent/defect. 
  3. Attach clear photos/videos showing:
    • The outer delivery box with the courier label visible. 
    • Clear close-ups of the dented paint can, compromised lid rim, or leaked wax. 
  1. Our team in Kuala Lumpur will review your claim within 24–48 working hours.