Last updated: 30 August 2025

1. Purpose of the Kapsule Buyer Guarantee Policy

1.1 The Buyer Guarantee provides Buyers with protection where Sellers fail to meet their obligations.
1.2 It applies to all purchases made through the official Kapsule checkout system.

2. Coverage

2.1 The Guarantee applies where:

2.2 The Kapsule Buyer Guarantee Policy ensures that buyers can shop securely in NZ, giving them peace of mind with every transaction.

An order does not arrive within the timeframe stated by the Seller
An order is never delivered
An item arrives faulty, unsafe, damaged, or materially different from its description
A Seller fails to honour the Refunds & Returns Policy

2.2 The Guarantee does not apply where:

The Buyer changes their mind and no Seller policy exists for returns
Incorrect Buyer information (such as delivery address) caused the issue
The order was delivered but later lost, stolen, or damaged after delivery
Purchases were made outside the Kapsule platform

3. Eligibility

3.1 Buyers must meet the following conditions to qualify:

The purchase must be completed on Kapsule using our checkout
The Buyer must attempt to resolve the issue through Kapsule Support first
The Buyer must allow the Seller at least seven days to respond via the Kapsule platform
Claims must be filed within thirty days of expected delivery or discovery of the defect

4. Claims process

4.1 Buyers must submit claims through Kapsule Support.
4.2 Claims must include:

Order details and proof of purchase
Evidence of attempts to resolve the matter through Kapsule Support
Photos or descriptions of the issue (if applicable)

4.3 Kapsule will:

Investigate the claim fairly and impartially
Request evidence from both Buyer and Seller
Make a determination based on the evidence and applicable law

5. Remedies

5.1 If a claim is approved, remedies may include:

Full or partial refund to the Buyer
Replacement of the product by the Seller (where available)
Reimbursement of reasonable return shipping costs

5.2 Refunds will always be issued to the Buyer’s original payment method.

6. Seller responsibilities

6.1 Sellers must cooperate with all Buyer Guarantee investigations.
6.2 Failure to cooperate may result in:

Withholding or forfeiture of funds
Removal of listings
Suspension or termination of their Kapsule account

7. Dispute resolution and escalation

7.1 All Buyer–Seller communication and dispute handling must take place through Kapsule. Direct off-platform communication for resolution is not permitted.
7.2 If an issue cannot be resolved through the initial claims process, Buyers may request escalation to Kapsule Support for final review.
7.3 Kapsule will:

Act as an independent intermediary between Buyer and Seller
Review all submitted evidence and communications on the platform
Make a binding determination based on fairness, evidence, and applicable law

7.4 If the Buyer or Seller disagrees with Kapsule’s determination, they may pursue remedies available under New Zealand law, but must first have exhausted the Buyer Guarantee process.
7.5 Kapsule reserves the right to make the final platform decision, including issuing refunds from withheld Seller funds, cancelling transactions, or imposing account restrictions.