Return Reasons & Eligibility

Return Reasons & Eligibility

Common reasons for returns

Customers may be eligible to return an item for the following reasons:
  • Item not as described: Product differs significantly from listing details or images.
  • Damaged in transit: Product arrived broken or faulty due to shipping issues.
  • Defective product: Item does not function as intended.
  • Wrong item received: Customer received the incorrect product or variation.
  • Change of mind: If your store policy allows, customers may return unwanted items.

Info
Change-of-mind returns are optional and depend on your store’s stated policy, but damaged or misdescribed items must always be accepted.

Eligibility windows

Return eligibility windows vary depending on the reason:
  • Damaged or defective items: Customers usually have up to 14 days after delivery to request a return.
  • Not as described / wrong item: Claims must typically be made within 14–30 days of delivery.
  • Change of mind: If accepted by your store, set a clear timeframe (e.g., 7–14 days).
  • Extended warranties or guarantees: Some categories may require longer coverage (e.g., electronics).

Notes
Eligibility windows may also be influenced by consumer protection law

Vendor responsibilities

Vendors must:
  • Honour return requests that fall within the eligibility window and valid reason.
  • Clearly state their return policy for optional cases (like change of mind).
  • Provide instructions for return postage or collection.
  • Issue refunds promptly once the returned product is received and verified.

Warning
Refusing a valid return request may result in Kapsule intervening and issuing a refund on your behalf, with costs recovered from your account.

Customer responsibilities

Customers are expected to:
  • Submit return requests within the stated window.
  • Return items in their original condition where possible.
  • Provide photos of damage or defects if requested.

Alert
Customers who misuse the returns process (e.g., sending back items used or damaged beyond what was reported) may have their claims rejected.

Best practice tips for vendors

  • Include your return windows clearly in your product listings.
  • Keep packaging and dispatch records to support investigations.
  • Process refunds quickly to maintain positive customer experiences.
  • Consider offering goodwill returns (e.g., free returns on first order) to build loyalty.

Idea
Use frequent return reasons as insights — if many customers report sizing issues, adjust your product descriptions or size guides.

FAQs

1. Can I set my own return windows?

Yes, for optional cases like change of mind, but mandatory returns (damaged, defective, not as described) must follow Kapsule and consumer law requirements.

Info
Stricter return windows than consumer law allows may not be enforceable.

2. Who pays for return shipping?

This depends on the reason. Vendors must cover costs for damaged, defective, or misdescribed items. Customers may be asked to pay for change-of-mind returns if your policy allows.

3. What if a customer requests a return after the window has closed?

You are not obliged to accept it unless consumer law requires otherwise. However, offering goodwill returns may help preserve customer relationships.

Notes
Flexibility in rare cases can sometimes prevent negative reviews.

4. Do customised or made-to-order items qualify for returns?

Not usually for change of mind, but they must still be eligible if defective, damaged, or misdescribed.

5. How quickly should I process a refund?

Refunds should be issued within a few business days of receiving and verifying the returned product.

Quote
“A fast, hassle-free refund process is one of the best ways to turn a disappointed customer into a loyal one.”

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