What Happens If a Company Won't Cancel Your Beauty Subscription?

You signed up for a beauty subscription box because it felt convenient - curated products, surprise deliveries, no need to shop. But now, you’ve changed your mind. Maybe you’re not using the products. Maybe the cost adds up. Maybe you just don’t like the brand anymore. You hit cancel. And then… nothing happens. The box still arrives. The charge still shows up. The company won’t cancel your subscription.

Why Companies Don’t Want You to Cancel

Beauty subscription boxes thrive on recurring revenue. Their business model depends on keeping subscribers locked in - often without clear exit paths. Many companies use auto-renewal as their main profit engine. They make canceling harder than signing up. You might have to call during business hours, fill out a form, or jump through hoops only to get a reply like, "We’re sorry, your subscription will renew on the 15th." This isn’t accidental. It’s intentional. A 2024 study by Consumer Affairs New Zealand found that 68% of beauty subscription services made cancellation less obvious than sign-up. Some buried the cancel button deep in their website. Others required you to email support with your full name, order number, and date of birth. A few even charged a "cancellation fee" - which, under New Zealand’s Fair Trading Act, is illegal if it’s not clearly stated upfront.

What Actually Happens When You Ask to Cancel

If you’ve tried to cancel and got no response, here’s what’s likely going on behind the scenes:

• Your request was ignored - automated systems filter out "cancel" requests as low priority.
• You were redirected to a retention team - they’ll offer discounts or free samples to talk you out of leaving.
• The system auto-renews anyway - even if you canceled, the payment processor hasn’t synced yet.
• Your account was flagged as "active" - some platforms don’t update status until after the next billing cycle.

One real example: A customer in Wellington canceled her monthly GlowBox subscription in December 2025. She received confirmation emails saying "cancellation confirmed." But in January, February, and March, she was charged $49.99 each time. When she called, the company said, "We don’t process cancellations until the end of the month." But the end of the month had passed - twice.

Your Legal Rights in New Zealand

Under the Consumer Guarantees Act and the Fair Trading Act, you have clear rights:

• You can cancel anytime, even if the terms say "non-refundable."
• Companies must make cancellation easy - no hidden steps, no fees unless clearly disclosed.
• They can’t continue charging after you’ve canceled.
• If they do, you’re entitled to a full refund of all unauthorized charges.

The Commerce Commission has taken action against companies that use deceptive practices. In 2024, a subscription box service was fined $85,000 for continuing to bill customers after cancellation. That case set a precedent. You’re not asking for a favor - you’re exercising your legal right.

How to Actually Get Cancelled (Step-by-Step)

If a company won’t cancel your subscription, here’s what works:

1. Cancel online first - Even if it’s buried, find the cancel button. Take a screenshot. This creates a paper trail.
2. Send a formal email - Use this template: "I am requesting immediate cancellation of my subscription (Order #XXXX). I have been charged on [dates] after requesting cancellation on [date]. I expect a full refund for all unauthorized charges and confirmation that my account is closed."
3. Call and record - In New Zealand, you can legally record calls if you’re a party. Say: "I’m recording this call for my records." If they hang up or refuse, that’s evidence of bad faith.
4. Dispute the charges - Contact your bank or credit card provider. Say: "I canceled this subscription and was still charged. I’m disputing these transactions under the Fair Trading Act." Banks often reverse charges within 10 days.
5. File a complaint - Go to consumer.govt.nz and file a complaint. Include screenshots, emails, and bank statements. The Commerce Commission monitors these reports and often intervenes.

Most companies will back down after step three. They don’t want regulatory attention.

What to Watch Out For

Not all companies are the same. Here are red flags:

• "We can’t cancel until after your next box ships." - That’s a lie. You can cancel before the next billing date.
• "You must cancel 30 days in advance." - Only if it was clearly stated in writing before you signed up.
• "We’ll send you a refund in 6-8 weeks." - Refunds should be processed within 10 business days.
• "Your account is active until the end of the term." - If you canceled, the term is over. They can’t extend it.

A common trick is to send you a "final box" as a "thank you." But if you didn’t agree to pay for it, you don’t have to keep it. You can return it - or keep it and refuse to pay. Either way, they can’t legally force you to pay for something you didn’t authorize.

What Happens If They Still Won’t Stop?

If you’ve done all the steps and they still charge you:

• Your bank can block future charges from that merchant.
• You can request a chargeback - and you’re likely to win.
• The Commerce Commission may investigate the company if multiple complaints are filed.
• You can report them to the Advertising Standards Authority if they’re using misleading claims.

In 2025, a well-known beauty subscription brand in Auckland was publicly named by Consumer NZ after 127 complaints about failed cancellations. Their refund rate dropped by 60% within two months. Reputation matters - even to subscription companies.

How to Avoid This Next Time

Before signing up for any beauty box:

• Check the cancellation policy - is it on the sign-up page? Or buried in fine print?
• Look for a direct "Cancel" button - not just a "Manage Subscription" link.
• Use a prepaid card or virtual card number - that way, you can shut it off without affecting your main account.
• Set a calendar reminder - if the subscription renews every 30 days, set a reminder 3 days before to cancel if you don’t want it.

Some services now offer "pause" instead of cancel. That’s fine - but make sure you know how to unpause too. A pause shouldn’t lock you in.

Final Thought: You’re Not Being Difficult

You didn’t sign up to be trapped. You signed up to save time and discover new products. If the company won’t let you leave, it’s not about loyalty - it’s about profit. And you have every right to walk away.

Canceling isn’t a favor. It’s your right. And if they resist, you’re not alone. Thousands of New Zealanders have done this - and won.