Last updated: 30 August 2025
1. Consumer rights
1.1 All Buyers are protected by the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986 (FTA).
1.2 These Acts guarantee that products must be:
- Of acceptable quality and free from major defects
- Fit for their intended purpose
- As described in the listing and marketing materials
- Safe, durable, and consistent with representations made by the Seller
1.3 These rights cannot be excluded by any Seller and apply in addition to a Seller’s individual store policies.
2. Faulty, defective, or misdescribed products
2.1 Sellers must provide remedies when goods are faulty, unsafe, or materially different from the description.
2.2 Acceptable remedies include:
- Repair of the product
- Replacement of the product with an equivalent item
- Full refund of the purchase price
2.3 Sellers are responsible for:
- Covering return shipping costs where the item is faulty or misdescribed
- Ensuring remedies are provided promptly, within reasonable business timeframes
- Communicating with Buyers professionally and providing evidence of resolution
3. Change of mind returns
3.1 Change of mind returns are not required by law.
3.2 Sellers may choose to offer them at their discretion but must state clear policies in their listings.
3.3 If permitted, Sellers must specify:
- The timeframe for returns
- Whether items must remain unopened or unused
- Who bears the cost of return shipping
4. Excluded products
4.1 The following items are not eligible for return unless faulty:
- Personal hygiene or intimate goods
- Perishable or time-sensitive goods
- Customised or made-to-order products
- Digital downloads once accessed
- Gift cards or vouchers
5. Return process
5.1 Buyers must initiate return requests through the Kapsule platform.
5.2 Sellers must:
- Acknowledge return requests within three business days
- Provide clear return instructions, including shipping details
- Process refunds to the Buyer’s original payment method within ten business days of receiving the item
6. Disputes
6.1 If a Seller does not comply, the Buyer may escalate the matter through the Kapsule Buyer Guarantee.
6.2 Kapsule may request evidence from both parties, including photos, correspondence, or receipts, before making a decision.