Refund policy
Refund Eligibility
To be eligible for a refund, all of the following conditions must be met:
- Refund requests must be submitted to support@trykapsulelabs.com within 30 days of the confirmed delivery date
- Requests made after 30 days from the confirmed delivery date are not eligible and will not be approved
- The request must include your order number or the email address used at checkout
- Refunds apply to your first order only, limited to one refund per customer and household
- Shipping Protection fees are non-refundable
Refund eligibility is strictly limited to the 30-day window from the confirmed delivery date.
Non-Eligible Refunds
The following are not eligible for refunds:
- Refund requests submitted outside of the 30-day window
- Refill plan renewals or recurring charges (see Refill Plans below)
- Repeat claims across multiple orders, accounts, or households
- Requests made outside the stated policy terms
No exceptions are made outside the terms above.
Refill Plans
If your order includes a refill plan, it renews automatically and it continues until cancelled. It is the customer's responsibility to manage or cancel the refill plan before the next billing date. You can cancel at any time through the customer portal at login.trykapsulelabs.com or by contacting support@trykapsulelabs.com; cancellation stops future charges immediately. A renewal that occurs because a plan was not cancelled before its billing date is not grounds for a refund.
You are responsible for keeping your billing information current, complete, and accurate, and for promptly updating it if your card is cancelled, expires, or is no longer valid. Changes can be made in the customer portal or by contacting customer support.
Damaged, Defective, or Wrong Items
If your order arrives damaged or defective, or you received the wrong item, contact us within 7 days of delivery with photographic evidence and we will send a replacement or issue a refund.
Refund Processing
Approved refunds are issued to the original payment method only. Please allow 5 to 10 business days for your bank or card issuer to post the refund.
Charges on Your Statement
Kapsule charges appear on your card statement as TRYKAPSULELABS.COM. Some earlier orders appear as SP KAPSULE. If you see a charge you do not recognize, contact us before disputing it with your bank; we can almost always resolve it the same day.
Agreement to Policy
By completing a purchase on our website, you acknowledge and agree to this Refund Policy in full, including all eligibility requirements and limitations.
Statutory Rights
Nothing in this policy limits rights that cannot be waived under the consumer laws of your country.
Contact Customer Support
If you have questions regarding refund eligibility, please contact our customer support team within the 30-day window at support@trykapsulelabs.com so we can assist you accordingly.