Shop with
Confidence
Every purchase on Kapsule is protected by our Buyer Guarantee. If your order never arrives, arrives damaged, or isn't as described, we'll make it right.
Your Protection
Three Pillars of Protection
Our guarantee covers the most common issues that can occur with online purchases.
Item Not Received
If your order doesn't arrive within the timeframe shown at checkout, or tracking shows it never shipped, you're fully covered. We'll investigate and issue a full refund including original shipping.
- Full refund if undelivered
- Tracking investigation
- Significantly late delivery covered
Item Not as Described
Wrong colour, size, model, missing parts, counterfeit goods, or a completely different product — you're protected. We'll arrange a return and refund, with return shipping covered.
- Wrong or different item
- Counterfeit protection
- Free return shipping
Damaged, Faulty & Digital
Arrived broken, defective, or unsafe? Invalid software key? Our NZ-based team steps in, contacts the seller, and ensures you get a replacement or full refund.
- Damaged or faulty items
- Software keys and digital goods
- Kapsule-backed resolution
Simple Process
How It Works
Three simple steps to resolve any issue with your order.
Open a Claim
Through My Orders
Go to My Orders in your account, select the order, and click Report a Problem. Fill in the details and attach photos if you have them. Takes about 2 minutes.
We Handle Everything
5–7 business days
Our team reviews your claim and contacts the seller on your behalf. You don't need to do anything. Most claims are resolved within 5–7 business days.
Get Your Resolution
Refund within 5 business days
If approved, you'll receive a refund to your original payment method, a replacement, or reimbursement for return shipping where reasonable.
Coverage Details
What's Covered
Covered
- Order never arrives or tracking shows unshipped
- Significantly late delivery (10+ business days)
- Damaged or faulty items on arrival
- Item doesn't match the listing description
- Wrong item sent entirely
- Counterfeit or inauthentic product
- Invalid or already-used software key
- Seller non-cooperative — Kapsule steps in
Not Covered
- Change-of-mind purchases (see Returns Policy)
- Colour/size variations clearly shown in listing
- Items damaged after delivery due to misuse
- Incorrect address entered by buyer
- Conditions disclosed in the listing before purchase
- Claims more than 180 days after purchase
- Transactions made outside the Kapsule platform
- Business purchases where CGA has been excluded
Refund Guarantee
If our dispute resolution determines you're entitled to a refund, we guarantee it, even if the seller can't pay.
FAQ
Common Questions
How long do I have to raise a claim?
Most claims can be raised up to 180 days from purchase. For 'item not as described' claims the window is 30 days from delivery, and for 'item not received' it's 45 days from the estimated delivery date.
Where do refunds go?
Refunds are always sent back to your original payment method for your security. They're typically processed within 3–5 business days of your claim being resolved, and may take a further 5–10 business days to appear depending on your bank.
Do I contact the seller directly?
No. All communication goes through Kapsule. Open a claim through My Orders in your account and our team handles everything from there, including contacting the seller on your behalf.
What if the seller doesn't cooperate?
If a seller doesn't respond or won't cooperate, Kapsule steps in and resolves the issue directly. If you're entitled to a refund, we'll make sure you get it — even if that means covering it ourselves.
Does this cover change-of-mind purchases?
Change-of-mind returns are not covered by the Buyer Guarantee — that's handled under our Returns Policy at the seller's discretion. The Guarantee covers items not received, not as described, damaged, faulty, counterfeit, or significantly late.
Are digital products and software keys covered?
Yes. If a licence key is invalid, already activated, or the digital product doesn't work as described, you're covered. We'll arrange a replacement key or a full refund.
The Buyer Guarantee does not replace or limit your rights under New Zealand consumer protection legislation, including the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. You may always pursue statutory remedies in addition to this guarantee.
Need Help With an Order?
Our NZ-based team can check tracking, contact the seller, and guide you through a claim.
Monday to Friday, 9am – 5pm NZST
Buyer Protected
Refund Guaranteed
Fair Dispute Resolution
NZ Support Team