Kapsule Buyer Guarantee

Shop with confidence on Kapsule. If your order never arrives, arrives damaged, or isn’t as described, we’ll help make it right.

We’ve Got Your Back

If something doesn’t go to plan, our team steps in quickly to make sure you’re not left out of pocket.

What’s Covered

From parcels that never arrive to items that look nothing like the listing, we’ll make sure you’re protected.

Simple Process

All you need to do is raise a ticket. We’ll guide you step-by-step and work with the seller to resolve it quickly.

What’s Covered

Order Never Arrives

If your order doesn’t arrive within the timeframe shown at checkout, or tracking shows it never shipped, you’re covered.

Late Delivery

When a package takes far longer than promised, we’ll make sure you get the support you need.

Damaged Or Faulty

If an item shows up broken, unsafe, or not working as it should, we’ll step in to put it right.

Not As Described

When what arrives looks very different to what you ordered (wrong colour, size, features), you’re protected.

Returns Not Honoured

If a seller ignores our Refunds & Returns Policy when you’re entitled to a return, we’ll make sure it’s resolved.

Not covered: change-of-mind where no return policy exists, incorrect address entered by the buyer, or loss/damage after successful delivery.

How It Works

1

Tell Us What Happened

Open a ticket with your order number, details of the issue, and photos if you have them. The more info we have, the faster we can help.

2

We Work With The Seller

We’ll contact the seller and give them up to 7 days to respond. In most cases issues are sorted at this stage with our support.

3

Get A Resolution

If approved, you’ll receive a refund to your original payment method, a replacement, or reimbursement for return shipping where reasonable.

Frequently Asked Questions

How Long Do I Have To Raise A Claim?

You’ll need to raise your claim within 30 days of the expected delivery date, or within 30 days of noticing a fault. This ensures we can investigate while the order details are still fresh and the seller can respond promptly.

Where Do Refunds Go?

Refunds are always sent back to your original payment method for your security. Depending on your bank or payment provider, it may take a few business days to show up in your account.

Do I Contact The Seller Directly?

For your protection, all communication should stay within Kapsule. This way, our team can monitor and step in if things don’t go smoothly, and there’s always a clear record of what was said.

Need Help With An Order?

Our NZ-based team can check tracking, contact the seller, and guide you through a claim.

Open The Help Centre

Prefer the detailed version? Read the full Buyer Guarantee Policy.

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