Manage Neora

How to cancel your neora subscription in canada and reclaim control of your skincare

What is neora and why cancellation matters

Neora is a direct-to-consumer skincare and wellness brand that delivers products through its online store and recurring subscription programs-called SmartShop or Monthly Subscription in Canada. You enroll to receive automated monthly deliveries, which means charges hit your account on a regular schedule. If you've decided Neora isn't working for your skin or your budget, you need to know exactly how to stop those charges and protect your wallet. That's where Stopee comes in. At Stopee, we help you navigate cancellation with clarity and confidence so you don't waste time or money.

Neora operates a Canadian customer service team and publishes clear policies for Canadian customers. However, the company requires written notice at least 5 business days before your next billing date. That tight window means you must act fast and document everything. This guide walks you through every step, the traps to avoid, and your consumer rights under Canadian law.

Why you might cancel neora

You might cancel because the products don't deliver results, your skin reacted badly, your budget shifted, or you found a better alternative. Whatever your reason, you deserve a simple exit. Stopee recognizes that cancellation shouldn't feel like punishment. Yet some companies make it deliberately difficult-not to serve you, but to trap you. Neora's policy is straightforward on the surface, but the 5-business-day lead time and the requirement for written notice mean you can easily miss the window and face an unwanted charge.

What to expect in this guide

We'll cover Neora's pricing plans, your step-by-step cancellation options (email, fax, and registered mail), what happens after you cancel, refund eligibility under Neora's 60-day guarantee, your consumer rights in Canada, and the common mistakes that delay or block cancellations. Stopee has helped thousands of consumers avoid surprise charges and recover unauthorized fees-and we'll show you how to do both.

Neora pricing plans and subscription models in canada

Understanding your plan type is the first step to cancelling correctly. Neora offers different billing models, and each may have slightly different cancellation timelines or processes.

If you enrolled in Monthly SmartShop, you are on the autoship program. This is the plan that requires written cancellation notice. Your next charge date is listed in your account dashboard-mark that date on your calendar and subtract 5 business days. That's your deadline to send cancellation notice. If you made a one-time purchase, you don't need to cancel; you only need to return the product within 60 days if you want a refund.

How to cancel your neora subscription: three proven methods

Neora accepts written cancellation through email, fax, or registered mail. Each method has pros and cons. Stopee recommends sending notice through at least two channels to create a clear audit trail in case a dispute arises later.

Method 1: cancel by email

Email is the fastest option and leaves a timestamped record automatically.

1. Log into your Neora account (neora.com or your regional Neora site).
2. Locate your next scheduled charge date on your account dashboard or order history. Mark it down-you have 5 business days before this date to send cancellation notice.
3. Download or prepare your cancellation request. Neora provides a Monthly Subscription Cancellation Form on its website. You may also write a brief email stating:
   • Your full name and customer ID (found on any invoice or in your account)
   • Your registered email address
   • Your request to cancel your Monthly SmartShop or subscription effective immediately
   • Today's date
4. Send your email to support@neora.com. Use the subject line "Cancellation Request - [Your Name]" so it stands out.
5. Screenshot your email after sending and save it to your device or cloud storage. Also check your sent folder to confirm the email went through.
6. Wait 24-48 hours, then log into your Neora account and check your subscription status. It should show "Cancelled" or "Inactive."
7. Keep the email confirmation or any auto-reply from Neora in a safe folder labeled "Neora Cancellation."

Pro tip: If Neora sends you an auto-reply, forward that to yourself or print it. It proves Neora received your request and the exact time.

Method 2: cancel by fax

Fax is useful if your email might be flagged as spam or if you want a formal paper trail.

1. Prepare your cancellation notice in writing (see form details above under Method 1).
2. Include a fax cover sheet with:
   • Your name and phone number
   • The date of the fax
   • A clear subject: "Subscription Cancellation Request - [Your Name]"
   • The fax number you are sending to: (214) 390-9988
   • A note: "Please confirm receipt of this cancellation request"
3. Send the fax during business hours (Monday to Friday, 9 AM to 5 PM US Central Time, which is 8 AM to 4 PM Canadian Central Time or 7 AM to 3 PM if you are in Eastern Canada).
4. Your fax machine will print a transmission report confirming the fax was delivered. Keep this report-it is your proof of delivery.
5. Wait 48 hours, then check your Neora account for cancellation confirmation.
6. File the transmission report in your records alongside screenshots of your account status.

Warning: If you don't receive a transmission report showing successful delivery, the fax did not go through. Try again or switch to email.

Method 3: cancel by registered mail

Registered mail with return receipt is the most formal method and leaves no doubt that Neora received your notice.

1. Write a clear cancellation letter on plain paper. Include:
   • Your full name
   • Your Neora customer ID
   • Your registered email address
   • Your request to cancel effective immediately
   • The date
   • Your signature
2. Include a photocopy of a recent invoice or account screenshot showing your subscription details and next charge date.
3. Prepare two envelopes: one for Canada Post and one for your records.
4. Visit a Canada Post office and request Registered Mail with Return Receipt (Raccomandata A/R). Tell the clerk you need proof of delivery.
5. Mail your letter to:

   Neora
   130-11120 Horseshoe Way
   Richmond, BC V7A 5H7
   Canada

6. The postal worker will give you a tracking number and receipt. Keep this receipt-it proves you sent the letter and when.
7. Canada Post will deliver the letter and return a signed receipt to you, confirming Neora received it. File this return receipt with your cancellation records.
8. Allow 7-10 business days from the delivery date, then check your Neora account for cancellation confirmation.

Pro tip: Use the Canadian address first. Neora's policy states to use the U.S. corporate address only if the Canadian address is invalid-which it is not. Mailing to Canada means faster processing and clearer jurisdiction under Canadian consumer law.

Your cancellation timeline and critical deadlines

Timing is everything when you cancel Neora. Missing the 5-business-day window means another charge hits your account, and you'll need to pursue a refund instead.

Calculate your deadline this way: Find your next charge date in your Neora account. Count backward 5 business days (Monday through Friday only; weekends and holidays do not count). That date is your cancellation deadline. Send your cancellation notice by end of business that day to be safe. If today is Wednesday, May 1, and your next charge is Tuesday, May 7, you have until Tuesday, May 1 to send notice (May 1, 2, 5, 6, 7-that's 5 business days). If you send notice on Wednesday, May 2, it may be too late.

Email is fastest. Fax takes 1-2 business days. Registered mail takes 5-7 business days to arrive. If your deadline is approaching within 7 days, use email or fax. If you have 10+ days, registered mail is the most defensible option.

What happens when you cancel: your account after the final charge

Cancelling stops future charges, but it doesn't instantly erase your account or return past payments. Understanding what changes-and what doesn't-prevents confusion and lost records.

Your account after cancellation

Once Neora processes your cancellation, your Monthly SmartShop order stops. No new charges appear on your next billing date or any date thereafter. Your subscription status in your account changes to "Cancelled" or "Inactive." However, Neora retains your account, order history, and customer records for business, legal, and refund-processing purposes. You can still log in and view your past orders, invoices, and tracking information. Do not delete your account or close your email address if a dispute arises later; you may need to access those records or respond to a Neora inquiry.

Access to subscription member benefits

If you were enrolled in any subscription-only loyalty or rewards program, your access ends after your current paid period ends. You retain products and rewards already shipped or credited, but no new perks accrue after cancellation takes effect. Check your account for any pending rewards or credits before your cancellation is finalized.

Your responsibility to confirm cancellation

After you send cancellation notice, do not assume it worked. Log into your Neora account 24-48 hours later and verify the status changed to "Cancelled." If it still shows "Active," email support again or try a second method. Stopee strongly recommends checking your account the day before your next scheduled charge date. If a charge appears despite your cancellation notice, you have evidence of a billing error and grounds for a chargeback or dispute.

Refunds: your 60-day guarantee and how to use it

Cancelling your subscription does not automatically refund charges already processed. Neora's 60-day satisfaction guarantee is your main avenue for getting money back on products you purchased.

Neora's 60-day money-back guarantee in canada

Neora promises: if you return products in their original, unopened packaging with the original invoice within 60 days of purchase, you receive a refund of the purchase price (minus shipping, if applicable, depending on Neora's current policy). This guarantee applies to all purchases in Canada, whether you bought one item or received a full SmartShop order.

1. Count 60 days from the delivery date (not purchase date) of your order. Check your invoice or tracking email for the delivery date.
2. Ensure products are in original, unopened packaging. Do not use the product, open the seal, or discard the box.
3. Gather your original invoice (download from your account or use the email receipt).
4. Go to neora.com and locate the Returns / Refund Request Form (or contact support@neora.com to request it).
5. Complete the form with your order number, purchase date, and reason for return.
6. Ship the unopened product back to Neora. Neora may cover return shipping, or you may be responsible-check the returns form or email support before shipping to confirm who pays.
7. Include a copy of your invoice in the return package.
8. Obtain a tracking number for your return shipment and save it.
9. After Neora receives your return, it processes the refund within 7-10 business days. The refund is credited to your original payment method.
10. Your bank may take an additional 3-5 business days to post the refund to your account. Be patient during this window.

Warning: Neora can refuse refunds on opened, used, or damaged products. Packaging must be original and pristine. If you receive a defective product, contact support immediately-this may qualify for an exception.

What if the refund doesn't arrive?

If 10 business days have passed since Neora confirmed receipt of your return, and you have not seen the refund post to your bank account, follow up:

• Email support@neora.com with your return tracking number and the date you sent the return. Ask for proof that Neora received your package and proof of refund processing.
• Keep all emails and confirmations in a dedicated folder.
• If Neora does not respond within 5 business days, escalate to your credit card company or bank and file a dispute or chargeback. You have evidence of the return and Neora's refund timeline in writing.

Your consumer rights in canada and when to escalate

Canadian federal and provincial consumer protection laws give you rights that apply even if Neora's policy is less generous. Stopee believes you should know these rights before you need them.

Federal and provincial consumer protections

In Canada, the Consumer Protection Act (federal) and equivalent provincial laws govern distance sales, autoship programs, and refund timelines. Key protections include:

• Cooling-off period: Depending on your province, you may have 7-30 days to cancel a subscription or distance purchase without penalty. Some provinces allow this even after a product is delivered. Neora's 60-day guarantee exceeds these minimums in most cases, but your provincial law may grant additional rights.
• Billing authorization: Neora must obtain clear, informed consent before charging your account. If you were enrolled without explicit agreement, you have grounds to dispute all charges.
• Timely cancellation: You have the right to cancel a recurring charge with reasonable notice. Neora's 5-business-day requirement is considered reasonable, but it must be clearly disclosed before purchase.
• Refund timing: Retailers must refund cancelled or returned items within a reasonable time. Canadian law generally considers 30 days reasonable; Neora's 7-10 business days is faster and compliant.

Provincial variations: ontario, british columbia, quebec, and alberta

Consumer protection rules vary slightly by province:

• Ontario: The Consumer Protection Act provides a 7-day cooling-off period for distance sales and online purchases. Autoship cancellations must be processed as requested.
• British Columbia: A 30-day cooling-off period applies to online and remote purchases. Written cancellation of autoship is permitted, and timelines must be disclosed.
• Quebec: The Civil Code and Consumer Protection Act grant a 30-day right to return goods and a mandatory cooling-off period. Quebec consumers have strong protections-Stopee recommends contacting Option consommateurs (Quebec's consumer advocate) if Neora refuses a refund.
• Alberta: The Fair Trading Act requires clear disclosure of autoship terms and allows cancellation on written request.

If you live in Quebec, Ontario, BC, or Alberta, and Neora refuses your refund or cancellation, contact your provincial consumer protection office. Stopee can direct you to the right agency if needed.

When to escalate beyond neora customer support

If Neora ignores your cancellation request or refuses a refund you are entitled to, escalate:

1. File a complaint with your provincial consumer protection office (Ontario Consumer Protection Bureau, BC Consumer Protection Office, etc.).
2. Dispute the charge with your credit card company or bank. Provide your cancellation notice, proof of delivery (fax report, email, or registered mail receipt), and proof the charge went through anyway. Your bank can reverse the charge and open an investigation.
3. Contact the RCMP Financial Crime Unit if you suspect Neora deliberately ignored your cancellation (intentional billing without authorization is fraud).

Stopee has seen companies reverse their positions quickly once a formal complaint lands with a regulator. Documentation is your weapon-save every email, receipt, and account screenshot.

Common mistakes that block or delay your cancellation

Cancellation should be simple, but small errors can cost you weeks and an unwanted charge. Stopee has seen these traps trip up hundreds of customers.

Missing the 5-business-day window

This is the most common mistake. You wait until the last day or send notice after your charge has already posted. If your charge date is May 7 and you email cancellation on May 8, it is too late. The charge already processed, and you are now chasing a refund instead of preventing a charge. Calculate your deadline and set a phone reminder 7 days before to cancel early.

Sending cancellation to the wrong email or address

Neora's support email is support@neora.com. Some customers email a sales account, a social media message, or an old address. The email never reaches the cancellation team, so your request is ignored. Always use the official support email listed on Neora's website or invoice.

Sending cancellation but not verifying receipt

You email cancellation and assume it worked. Days later, you realize your account still shows "Active" and a charge is pending. You never followed up. Set a calendar reminder to check your account 24 hours after sending cancellation. If the status has not changed, send a second request or try a different method.

Deleting your cancellation email or fax confirmation

You cancel by email, receive a reply, and delete it to clean up your inbox. Months later, Neora claims it never received your request and charges you again. You have no proof. Archive every email related to your cancellation-the request, any replies, account screenshots, and support interactions. Use a folder named "Neora Cancellation" and never delete it.

Not confirming cancellation in your account before the next charge date

You send cancellation notice 5 days early but never log into your account to verify it went through. Your charge date arrives, and the charge processes. You could have caught this error 24 hours earlier and prevented the charge. Check your account the day before your charge date-every time.

Assuming one method is enough

You send an email and consider the job done. If that email lands in Neora's spam folder or is deleted by accident, your cancellation is lost. Stopee recommends sending cancellation through two channels (email and fax, or email and registered mail). It takes an extra 10 minutes and gives you ironclad proof.

Your cancellation verification checklist

Before you can rest, confirm every box below. If any box is unchecked, your cancellation is incomplete.

Keep or cancel comparison: products and alternatives

Before you cancel, ask yourself honestly: are you leaving Neora for a reason, or just experiencing new-product hesitation? This table helps you decide.

Neora's canadian contact details and mailing address

Use these details to send your cancellation notice. Stopee always recommends using the Canadian address-it ensures faster processing and keeps your dispute under Canadian jurisdiction if a problem arises.

Email cancellation

Email address: support@neora.com
Subject line: "Cancellation Request - [Your Name]"
Response time: 24-48 hours

Fax cancellation

Fax number: (214) 390-9988
Business hours: Monday to Friday, 8 AM to 4 PM Canadian Central Time (adjust for your province)
Proof: Keep your fax transmission report

Registered mail cancellation

Mailing address:
Neora
130-11120 Horseshoe Way
Richmond, BC V7A 5H7
Canada

Mail type: Registered Mail with Return Receipt (Raccomandata A/R)
Processing time: 5-10 business days after delivery

Why these details matter

Neora has a U.S. corporate office, but Canadian law requires companies to accept cancellation notice at a Canadian address if one exists. Mailing to Richmond, BC ensures your request is governed by British Columbia consumer protection law and Canadian jurisdiction. If Neora claims it never received your notice, you have a Canada Post tracking receipt proving delivery to a Canadian address. That is airtight.

Your path to cancellation freedom starts now

Cancelling Neora in Canada is straightforward if you follow the steps, meet the 5-business-day deadline, and save your proof. Email is fastest, fax adds formality, and registered mail is the strongest legal shield. Check your account after cancellation, and verify no charge appears on your charge date. If Neora ignores your cancellation or refuses a refund you earned, escalate to your provincial consumer protection office or file a dispute with your bank. You have rights, and Stopee is here to remind you of them.

We've guided thousands of consumers through cancellations just like yours-and every one of them walked away with clarity and control. Start your cancellation today, keep your proof, and let Stopee's resources be your backup if you need them. Visit stopee.com to learn more, file a complaint, or access templates for cancellation letters. Your time and money are yours to protect.