Terms & Conditions - Tokyo Organic

Tokyo Organic


Terms & Conditions

The present general terms and conditions of sale apply to all and any orders placed on Tokyo Organic website.

Welcome to tokyoorganic.com.my (the “Website”). These are the terms of use and sale (the “Terms”) for your use of the sites owned, controlled and managed by Zaineeta Global PLT. Zaineeta Global PLT (“we”, “us”, “Tokyo Organic”), is a company registered in Malaysia. Our company registration number is LLP0011812-LGN and incorporated in Tanjong Ipoh, Negeri Sembilan. Our warehouse and physical shop is located at No. 29-3, Jalan Impian Mahkota 1, Saujana Impian, 43000 Kajang, Selangor.

If we need to contact you for service-related matters, we will do so by phone or by writing to you at the email address or postal address you have provided to us in your order. “Writing” or “written” in these T&Cs includes emails or WhatsApp.

The Website is provided as a service to our customers and your use of this Website is governed by these Terms and Conditions. We may change these Terms and Conditions at any time. Such changes are effective when they are posted to this Website and your continued use of the Website after any such changes are posted will be considered acceptance of such changes.

By accessing and/or using this Website, you acknowledge, agree and accept without restriction to these Terms and Conditions as well as our Privacy Policy which is incorporated herein by reference for all purposes. If you do not agree to these Terms and Conditions or our Privacy Policy, you may not access or use the Website and will not be able to order any products from the Website.

If you have any questions about Tokyo Organic, please see our FAQ.

If you think that there is a mistake in these terms, you may contact us to discuss.

To contact us, please see the Customer Service section in the Website for our contact details.


1.1 Personal Use

The products we make available on this Website, are for your personal, non-commercial use only. You may not sell or resell any products you purchase or otherwise receive from us. By placing an order thus, you declare and warrant that the purchase of products on the Website is not carried out in the course of your professional activity and is intended for strictly personal use.

Tokyo Organic reserves the right, with or without notice, to cancel or reduce the quantity of any order to be filled or products to be provided to you, as determined by Tokyo Organic in its sole discretion. You will only be charged for quantities actually shipped.

1.2 Price

We only accept payment for orders in Malaysian ringgit (RM).

The applicable Price is the one published in the Website at the time the Orders are placed by the Customers. We take all reasonable care to ensure that the prices of Products are correct at the time when the relevant information is entered onto the system. However, unless we are fraudulent or negligent, we will not be liable to you for any losses caused as a result of any unauthorized access to this data by a third party.

Prices for our Products may change from time to time, but changes will not affect any Order which we have confirmed with an Order Confirmation.

Prices are inclusive of SST at the applicable current rate chargeable in Malaysia for the time being. However, if the rate of SST changes between the date of your Order and the date of delivery, we will adjust the SST you pay, unless you have already paid for the Products in full before the change in SST takes effect.

The Price does not include delivery charges. Delivery charges will also be payable on your Order and these will be added to the price of your Order prior to you submitting payment to us. For details of our delivery charges please see our Shipping.

1.3 Payment Methods

Tokyo Organic accepts payment from the following: FPX, Visa, Mastercard, and ToyyibPay.

Tokyo Organic has the right to modify the methods of payment available to the Customers, at any time, being understood that available methods of payment are those indicated in the Online Shop at the time the Orders are placed by the Customers.

For security reasons your billing name must match that of the credit card used for payment. If you choose to pay using a payment card with a foreign currency-denominated account for a Malaysia delivery, the payment will be taken in Malaysian ringgit (RM). Your payment card issuer will then convert the Malaysian ringgit value, using their foreign exchange rates.

All purchases require bank authorisation prior to processing. Only authorised orders will be processed and shipped.

1.4 Product images, Pricing and Availability

The images of the Products in the Website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer’s display of the colours accurately reflects the colour of the Products. Your Products may vary slightly from those images.

Errors may sometimes occur in our pricing. If we have made an error in the price of a product you have ordered, we will contact you. You will have the option to reconfirm your order at the correct price, or the order will be cancelled. Prices may change and offers may be withdrawn at any time. Offers and promotions may be available online only or in-store only. Please check the terms of the relevant offer.
The range and availability of the Products published in the Website may vary from time to time. The packaging of the Products may vary from that shown on images on this Website.

All Products shown on this Website are subject to availability. Should a Product (indicated as available at the time the Order was placed by the Customer) no longer be available, the Customer will be contacted by our Customer Service representative on when the ordered Product/Products is/are expected to be available again. Unfortunately, once you successfully make an order, we’re not able to make any further changes like shipping method upgrades or change in quantities for your beauty haul. As Tokyo Organic is not liable for replacements or refunds for parcels that have been delivered to incorrect addresses provided, we always advise reviewing your bag and shipping details before you check out!

1.5 Placement of Orders

To place an Order, you may register by signing up an Account with us. The information you provide in connection with your Account must be true, accurate and complete in all respects, and you must keep your information up to date by informing us of any changes to your Account information via the relevant sections of the Website.

Please take time to read and check your Order at each page of the order process. The information you provide in connection with your Order must be true, accurate and complete in all respects.

It is your responsibility to ensure that your Order is correct before submitting it to us. Please ensure that you enter a complete and accurate delivery address. We will not be responsible or liable for items which go missing or are delayed due to inaccurate or incomplete delivery address information provided by you when submitting your Order. Before you place your Order, you will have the opportunity of identifying whether you have made any input errors. You may correct those input errors before placing your Order. By clicking the “Order Confirmation” button, you confirm that the Order information (including delivery details and payment details) provided by you are valid and correct, and when your Order is accepted and processed by us, payment will be made in full. By placing an Order, you confirm that you are the person referred to in the billing details.

When you submit an Order, you are offering to purchase Products from us at the prices indicated on the Website. All Orders for Products from the Website must be placed using the shopping cart facility provided on the Website. Once you have submitted your Order, you will no longer be able to cancel or modify any aspect of your Order.


The foregoing notwithstanding, Tokyo Organic reserves the right, with or without notice, to cancel or reduce the quantity of any Order to be filled or Products to be provided to you, as determined by Tokyo Organic in its sole discretion, in which case you will only be charged for quantities of Product actually shipped.

If we are unable to supply you with a Product, for example, because that Product is no longer available, or because of an error in the price on our Website, or we are unable to obtain authorization for your payment, or where you do not accept the Terms and Conditions, our customer service representative will contact you, and we will not process your Order. If you have already paid for the Products, we will refund you the full amount as soon as possible.

Without prejudice to any other provision in these Terms and Conditions, Tokyo Organic reserves the right to cancel any Orders under the following circumstances:

  1. Orders which breach these Terms and Conditions
  2. Orders made by a Customer with whom Tokyo Organic has an existing dispute;
  3. Total or partial non-payment of a previous order by the client

1.6 Shipping

Domestic Shipping & Handling

All Orders are processed during Business Days only. Once you place the order, it will be processed on the next Business Day.
Your order will be fulfilled within the estimated delivery period which will be no more than 15 days after the date on which we send you the Order Confirmation unless there is an Event Outside Our Control. If we are unable to meet the estimated delivery date because of an Event Outside Our Control (as defined in these Terms and Conditions), we will contact you with a revised estimated delivery date.
Please ensure that you enter a complete and accurate delivery address when placing your Order. We cannot be held responsible for items which go missing or are delayed due to inaccurate or incomplete delivery address information that you provided to us when placing your Order.

All risks in and to the Products (including risk of loss, theft or damage) are passed to and assumed by you upon delivery of the Products to the delivery address you have provided to us when placing your Order.
Shipping Charges:

West Malaysia – Standard (3-7 business days): RM 8
East Malaysia – Standard (5-10 business days): RM 16

Shipping charges are based on order totals and will be added to the price of your order prior to you submitting payment to us.
International Shipping:

We are currently offering manual purchasing with us if you are located outside of Malaysia. You will need to contact our customer service for assistance.

1.7 Returns

Tokyo Organic would like you to be satisfied with your purchase on our Website. If you would like to return a Tokyo Organic product purchased via our Website, please see our return policy below:
Please note that all Products purchased via the Website are non-returnable/non-refundable except for damaged or defective products. We are also unable to accept any online returns for products purchased at Tokyo Organic Shop or through any of our online or offline retail partners.

1.8 Damaged or Defective Products

When your Order arrives, please inspect the Product(s) for any damage or defects. It is normal for the shipping package to show a slight dent in the packaging as long as the product is intact. However, if you think a Product in your shipment is damaged or defective and it is not caused by the courier handling, please contact customer service. To return a damaged or defective Product, please follow the instructions on the Returns process above. For returns of damaged or defective Products, your original shipping and handling charges will not be refunded, but you may choose (a) to receive a refund for the damaged or defective Product(s) via the mode of payment you had utilized when placing the relevant Order, or (b) for a replacement for the damaged or defective Product(s) to be shipped to you free of charge.

To request a return, please follow the below instructions:

Contact our customer service, provide your Order information, the Product(s) to be returned, the reason for returning the Product(s), a photograph of the Product(s) to be returned and any other relevant supporting documentation.

We will generate the Return Shipping Label for you to return to us.

Pack the Product(s) to be returned in their original packaging, seal them in a parcel and attach the Return Shipping label to the outside of your return parcel.

We are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned.

Tokyo Organic will cover the courier charges for all Product returns submitted via the above process, except for (a) Product returns due to buyer’s remorse; and/or (b) returns of Products which have been used, are not in their original packaging, or do not have intact product tags, in which case the cost of the return shall be your responsibility and Tokyo Organic will not reimburse you for the courier charges. Please note that if you fail to submit sufficient photographic evidence and/or supporting documentation together with your return request, Tokyo Organic shall reasonably be entitled to assume that your Product return is due to buyer’s remorse.

For any refund and return queries, you may contact our friendly customer service.

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