Refunds & Returns Policy

Last updated: 24 March 2026 · Version: 2.1

Operator:Kapsule Group Limited (“Kapsule”, “we”, “us”, “our”)

This Refunds & Returns Policy explains how returns and refunds work on the Kapsule marketplace, your rights under New Zealand consumer law, and the processes you should follow if you need to return an item or request a refund.

1. Overview and Scope

1.1 This policy applies to all purchases made through the Kapsule marketplace where products are sold by independent third-party Sellers.

1.2 As a marketplace platform, Kapsule coordinates the returns and refunds process between Buyers and Sellers to ensure fair and consistent treatment, but the ultimate legal relationship for each sale is between the Buyer and the Seller.

1.3 This policy works together with:

Your statutory rights under New Zealand consumer law (Consumer Guarantees Act 1993, Fair Trading Act 1986)
The Kapsule Buyer Guarantee
Individual Seller return policies (for voluntary returns)

1.4Where this policy or a Seller's policy conflicts with your statutory consumer rights, your statutory rights always prevail.

2. Your Consumer Rights

Consumer Guarantees Act 1993

2.1 When you buy goods for personal, domestic, or household use from a Seller on Kapsule, you have automatic guarantees under the Consumer Guarantees Act 1993 that:

Goods are of acceptable quality (free from defects, safe, durable)
Goods are fit for any particular purpose you specified or that the Seller represented
Goods match their description in the listing
Goods match any sample or demonstration model
The Seller has the right to sell the goods (they are not stolen or subject to someone else's rights)
Goods are free from any hidden security interests or charges

2.2 These guarantees cannot be excluded, restricted, or modified by any seller policy or contract term. They apply automatically to all consumer purchases.

Remedies for Failures

2.3 If a product fails to meet these consumer guarantees, you are entitled to remedies depending on whether the failure is minor or major:

For minor failures (can be easily fixed):

The Seller must repair the item within a reasonable time
If repair is not possible or takes too long, you can choose between a replacement or refund

For major failures (significant problem):

You can choose to reject the item and get a full refund
OR keep the item and receive compensation for the drop in value

2.4 A failure is major if:

A reasonable person would not have bought the item if they had known about the problem
The item is significantly different from the description or sample
The item is substantially unfit for its normal purpose and cannot easily be made fit
The item is unsafe

Timeframes for Consumer Guarantee Claims

2.5You can make a consumer guarantee claim for a reasonable time after purchase. What is “reasonable” depends on:

The type and quality of the product
The price paid
How the product was used
Whether the defect was hidden or difficult to discover

2.6 Generally, expensive, high-quality, or durable goods should last longer without problems than cheap, basic items.

3. Returns Under Consumer Law

When You Can Return Items

3.1 You have the right to return an item and receive a refund when:

The item is faulty, defective, or does not work properly
The item is not as described in the listing
The item is significantly different from photos or samples
The item is unsafe or does not meet safety standards
The item does not match what the Seller told you it would be
The item is not fit for the specific purpose you told the Seller about
The wrong item was sent
The item never arrived (after reasonable time)

3.2In these situations, the return and refund (or replacement) is the Seller's legal obligation under consumer law, not a favour or courtesy.

Process for Consumer Law Returns

3.3 To return an item under consumer law:

Step 1:Contact the Seller through Kapsule's messaging system explaining the problem and what you want (refund, replacement, or repair)
Step 2: Provide photos or other evidence of the issue
Step 3: If the Seller agrees, follow their return instructions
Step 4: If the Seller does not respond or refuses unreasonably, open a Buyer Guarantee claim through your account

3.4 Kapsule will step in to facilitate the return and ensure you receive the remedy you are entitled to under consumer law.

3.5 (Claim windows) If you escalate to a Buyer Guaranteeclaim, note that different timeframes apply depending on the issue: claims for “item not as described” must be opened within 30 days of delivery; claims for “item not received” within 45 days after the estimated delivery date; and most other claims within 180 days of purchase. Do not wait to escalate if you are approaching these deadlines.

Return Shipping Costs

3.6When returning items due to faults, defects, or inaccurate descriptions (Seller's responsibility):

The Seller must pay for return shipping
Either the Seller provides a prepaid return label
Or you pay initially and the Seller reimburses you for reasonable return shipping costs
Keep all postage receipts and tracking information

3.7“Reasonable” return shipping means standard domestic courier or tracked postal service, not express or premium shipping unless necessary due to the item's nature.

4. Change of Mind Returns

Kapsule 30-Day Return Guarantee

4.1 Kapsule offers a 30-day return window on all physical products sold through the marketplace. You may return any item within 30 days of delivery for any reason, including change of mind, provided:

The item is unused, unworn, and in its original condition
Original packaging, tags, and labels are intact
The item is in resaleable condition

4.2For change-of-mind returns, the buyer is responsible for the cost of return shipping. Refunds are processed to the original payment method within 5–10 business days of the returned item being received and inspected.

4.3 This 30-day return guarantee is in addition to your rights under the New Zealand Consumer Guarantees Act. Your statutory rights for faulty, defective, or not-as-described items (covered in Section 3 above) are not affected.

Items Excluded from Change of Mind Returns

4.4 The following items cannot be returned for change of mind:

Personalised or custom-made items
Perishable goods (food, flowers, etc.)
Intimate or hygiene products (underwear, swimwear, earrings)
Digital products, software keys, or gift cards once redeemed
Items marked as “Final Sale” or “Non-Returnable” on the listing
Hazardous materials or flammable liquids

4.5Individual Sellers may also offer extended or more generous return policies beyond the Kapsule 30-day guarantee. Where a Seller offers a more generous policy, the Seller's policy applies. If a Seller refuses to honour their stated policy, you can open a Buyer Guarantee claim.

5. Non-Returnable Items

5.1 Certain items cannot be returned for hygiene, safety, or practical reasons, even if faulty (remedy would be refund without return):

Personal hygiene items that have been opened or used
Underwear and swimwear that have been worn
Earrings and body piercing jewellery (once removed from packaging)
Perishable goods (food, flowers, plants) past their use-by date
Custom-made, personalised, or bespoke items made to your specifications
Digital downloads, software, or digital content that has been accessed
Event tickets, gift cards, or vouchers that have been used
Items that deteriorate quickly (fresh food, live plants)

5.2 However, if these items are faulty, not as described, or do not meet consumer guarantees, you are still entitled to a refund (you just may not need to return the item).

6. Refund Process and Timing

How Refunds Are Processed

6.1 Once a return is approved and processed:

Refunds are issued to your original payment method
Refunds are processed within 5–7 business days of the return being approved (or from when the Seller confirms receipt of the returned item)
Your bank or card issuer may take an additional 2–5 business daysto post the refund to your account. This is outside Kapsule’s control.

6.2 If you paid by credit card, the refund appears as a credit on your next statement or reduces your current balance.

6.3 If you paid by debit card or bank transfer, the refund is deposited directly into your account.

What Is Included in the Refund

6.4 For consumer law returns (faulty, defective, not as described), your refund includes:

Full purchase price of the item
Original standard shipping costs
Return shipping costs (if you paid upfront)
Any other reasonable costs directly caused by the fault

6.5 For voluntary change-of-mind returns (where allowed by Seller policy):

Purchase price (minus any restocking fee specified in Seller's policy)
Original shipping is usually not refunded
Return shipping is at your cost

Partial Refunds

6.6 Partial refunds may be issued when:

You choose to keep a faulty or not-as-described item and receive compensation for the reduced value
You return an item in worse condition than received (for voluntary returns)
Only part of your order has issues
A negotiated resolution between you and the Seller involves a partial refund

7. Return Packaging and Condition

7.1 When returning items, you should:

Package the item securely to prevent damage in transit
Include all original accessories, components, manuals, and packaging where possible
Use a tracked shipping method and keep your tracking number
Obtain proof of postage from the courier or post office
Not write on or damage the original product packaging

7.2 For consumer law returns (faulty items), reasonable wear from inspecting or testing the item is acceptable. You are entitled to check that the item works before returning it.

7.3For voluntary change-of-mind returns, Sellers typically require items to be in “as new” condition with all original packaging and tags intact.

8. Kapsule's Role in Returns and Refunds

What Kapsule Does

8.1 Kapsule coordinates the returns and refunds process by:

Providing a messaging platform for Buyers and Sellers to communicate
Offering dispute resolution through the Buyer Guarantee programme
Processing refunds when instructed to do so
Holding Seller funds to ensure Buyers can be refunded when appropriate
Enforcing policy compliance and taking action against Sellers who do not honour valid returns
Providing guidance on consumer rights and return procedures

Payment Hold for Returns

8.2When a return is in progress, Kapsule may place a hold on the Seller's payout to ensure funds are available for your refund if needed.

8.3 Once the return is resolved (item returned or dispute resolved), funds are either released to the Seller or refunded to you as appropriate.

9. Special Circumstances

Items Damaged in Transit

9.1 If an item arrives damaged due to poor packaging or shipping damage:

Document the damage immediately with photos of the packaging and item
Contact the Seller within 48 hours of delivery
The Seller is responsible for ensuring items are packaged adequately and arrive safely
You are entitled to a replacement or full refund

9.2 Do not dispose of the damaged item or packaging until the Seller confirms you can do so, as they may need to file a claim with their courier.

Missing Items or Incomplete Orders

9.3 If your order is missing items that were paid for:

Contact the Seller immediately
Provide your order number and details of what is missing
The Seller must send the missing items or refund you for them

Wrong Item Received

9.4 If the Seller sent you the wrong item entirely:

Contact the Seller and explain what you received vs. what you ordered
The Seller should provide a prepaid return label and send the correct item
You should not be out of pocket for the Seller's error

Items That Arrive Very Late

9.5 If an item arrives much later than the estimated delivery date and you no longer need it:

You may be entitled to refuse delivery or return it for a refund
Contact the Seller or open a Buyer Guarantee claim
This applies particularly if the delay means the item cannot be used for its intended purpose (e.g., birthday gift that arrives after the birthday)

10. Seller Refusal or Non-Response

10.1 If a Seller unreasonably refuses a valid return or does not respond to your return request within 48 hours:

Open a Buyer Guarantee claim through your account
Kapsule will review the situation and enforce your consumer rights
We can process refunds directly if the Seller is non-compliant
The Seller may face account restrictions or suspension for non-compliance

10.2 Sellers who consistently refuse valid returns or fail to honour consumer law are removed from the marketplace.

11. International Orders and Returns

11.1 While most Sellers on Kapsule are New Zealand-based, if you purchase from a Seller shipping internationally:

Returns may be more complex and expensive
You may still have rights under New Zealand consumer law if the sale was made to you as a New Zealand consumer
Customs or import duties on returns are typically non-refundable
Check the Seller's international return policy before purchasing

11A. Digital Products

11A.1 For digital products (including software licence keys, digital downloads, access codes, and online content), refunds are available only in limited circumstances:

Defective product: The key, code, or download is invalid, non-functional, or already activated and cannot be used
Not as described: The digital product materially differs from what was described in the listing

11A.2 Refunds for digital products are not available for change of mind after the key, code, or download has been accessed, redeemed, or used. Once a digital product has been accessed or activated, it is considered consumed and cannot be returned.

11A.3 If you believe a digital product is defective or not as described and have not yet accessed it, contact the Seller within 48 hours of purchase. If you have accessed it but found it to be defective, contact us within 7 days and provide evidence of the defect.

11B. Chargebacks and Payment Disputes

11B.1 Kapsule has a dedicated dispute resolution process (the Buyer Guarantee) designed to resolve purchase issues quickly and fairly. We encourage you to use this process before contacting your bank or payment provider.

11B.2 Initiating a credit card chargeback or payment dispute with your bank or card issuer while a Kapsule dispute or return is open may result in:

Suspension of your Kapsule account pending investigation
Cancellation of any open Buyer Guarantee claim for the same order
Delays in resolution as we must respond to both the chargeback and the internal dispute

11B.3 If you receive a refund through both a Kapsule Buyer Guarantee claim and a chargeback for the same purchase, you must immediately notify us and return the duplicate amount. Failure to do so constitutes fraud and may result in account termination and legal action.

11B.4 Kapsule will cooperate fully with your bank or card issuer if a chargeback is initiated, and will provide all relevant evidence regarding the transaction.

12. Disputes and Escalation

12.1 If you cannot resolve a return or refund issue through the Buyer Guarantee process, you have additional options:

Disputes Tribunal: For claims up to $30,000 (or $20,000 if the other party does not agree). Fast, low-cost resolution. Visit disputestribunal.govt.nz
Commerce Commission: Can investigate breaches of the Fair Trading Act. Visit comcom.govt.nz
Consumer Protection: Provides free advice. Visit consumer.govt.nz or call 0508 CONSUMER
Legal advice: Consult a lawyer about your options, particularly for high-value claims

13. Tips for Smooth Returns

13.1 To make the return process easier:

Keep all original packaging until you are sure you are happy with the item
Inspect items immediately upon delivery and report issues within 48 hours
Take photos of items as received (particularly for high-value items)
Communicate clearly and politely with Sellers
Keep records of all communications and tracking information
Read Seller return policies before purchasing if you think you might return the item
Act promptly and do not wait weeks to report a problem
Be honest and accurate in your return request

Contact and Support

For assistance with returns or refunds, or if you have questions about this policy:

Email: [email protected]

Phone:Available Monday–Friday, 9:00 AM – 5:00 PM NZST

Online:Log in to your account and visit the Help Centre or open a return request through “My Orders”

Postal Address:
Kapsule Group Limited (Kapsule)
Suite 13063, Level 1
6 Johnsonville Road
Johnsonville, Wellington, 6037
New Zealand

External Resources:

Consumer Protection: consumer.govt.nz
Commerce Commission: comcom.govt.nz
Disputes Tribunal: disputestribunal.govt.nz