Manage Purity Products

How to cancel your purity products subscription and get a full refund in canada

Understanding purity products and why you might want to cancel

Purity Products is a U.S.-based wellness company that ships dietary supplements, specialty organic coffees, and health products directly to Canadian customers through both one-time purchases and recurring subscription programs called "Super Saver Auto-shipment." You may subscribe through their website, though app-based purchases through Apple or Google require separate cancellation steps. Many Canadian customers sign up for the convenience of automatic deliveries, only to find the recurring charges don't align with their needs or budget.

If you've decided that Purity Products no longer fits your wellness routine or budget, you're not alone. Stopee hears regularly from Canadian consumers who want clarity on how to stop these shipments without losing money or getting stuck in a cancellation loop. This guide walks you through every method to cancel, what refunds you can expect, and your rights as a consumer under Canadian law.

When cancellation makes sense

You should consider cancelling if you're not using the products, if the subscription cost no longer fits your budget, or if you've found a better alternative elsewhere. Automatic shipments can creep up on household expenses, and Stopee recommends reviewing your subscriptions at least quarterly. Don't feel pressured to keep paying for something that doesn't serve you.

Why stopee focuses on purity products cancellations

Purity Products' cancellation process involves multiple steps, timing requirements, and potential return shipping costs that can confuse consumers. At Stopee, we've documented the specific Canadian requirements and outlined the fastest routes to cancel without delays or hidden charges. Our goal is to empower you with the exact steps and insider knowledge so you regain control of your subscription.

Your consumer rights in canada

Canadian consumer protection law gives you powerful rights when cancelling subscription services, even if the company is U.S.-based and serving you across the border.

Federal and provincial protections

Under the Competition Act and provincial consumer protection statutes (such as Ontario's Consumer Protection Act, British Columbia's Business Practices and Consumer Protection Act, and equivalents in other provinces), you have the right to:

• Cancel a subscription without penalty within a reasonable timeframe after signup
• Receive a refund for goods not yet received or used
• Clear, upfront disclosure of all fees and cancellation terms before purchase
• Dispute unauthorized or unclear charges with your credit card issuer or bank

If Purity Products fails to honour a legitimate cancellation request or wrongfully charges your account after you've cancelled, your provincial consumer protection authority is your escalation point. Most provinces, including Ontario, British Columbia, Alberta, and Quebec, maintain consumer protection offices that investigate complaints at no cost to you.

Chargeback and payment dispute rights

If Purity Products refuses to process a cancellation or you're charged after cancelling, you have the right to dispute the charge with your bank or credit card company. This is called a chargeback and is a safety net built into Canadian payment systems. Keep all emails, screenshots, and cancellation confirmations as proof you requested cancellation.

Purity products pricing and subscription plans

Understanding what you're paying for helps you identify exactly which products to cancel and whether a full cancellation or partial modification makes sense.

How auto-ship pricing works

Many Purity Products customers enroll in the "Super Saver Auto-shipment" program, which promises discounts on recurring orders. However, the subscription automatically charges your payment method at your chosen interval (typically monthly) until you cancel. If you've forgotten you're enrolled, charges can accumulate quickly. Stopee recommends checking your account dashboard immediately to confirm your current subscription status and shipment schedule.

How to cancel your purity products subscription

Cancellation methods vary depending on how you purchased: through the website, via Apple App Store, or through Google Play. Each route has different requirements and timelines.

Cancelling a web-based super saver auto-shipment subscription

This is the most common cancellation route for Canadian customers. The process takes 10 to 15 minutes and requires advance notice.

1. Log in to your Purity Products account on their website (purityproducts.com) using your email and password.
   • If you don't remember your password, use the "Forgot Password" link to reset it.
2. Navigate to your account dashboard or "My Orders" section.
   • Look for a tab labelled "Subscriptions," "Active Orders," or "Super Saver Auto-shipment."
3. Locate your active subscription and select the option to "Modify," "Pause," or "Cancel."
   • If you see "Pause" and want to cancel entirely, choose "Cancel" (not "Pause").
4. Follow the on-screen prompts to confirm your cancellation.
   • The system may ask why you're cancelling or offer a discount to stay subscribed. You can skip these or select your reason.
5. Look for a confirmation message or email confirmation number.
   • Take a screenshot of the confirmation page for your records.
6. Most importantly, confirm that cancellation is effective at least 2 days before your next scheduled shipment.
   • If your next shipment is scheduled in 1 day, call Customer Care immediately at 1-888-769-7873 to ensure the cancellation is processed in time.

Cancelling via phone with customer care

If you prefer to speak with a representative or the online portal isn't working, you can cancel directly by phone.

1. Call Purity Products Customer Care at 1-888-769-7873.
   • Call during business hours (check their website for exact times; most U.S. companies operate Monday to Friday, 8 a.m. to 8 p.m. EST).
2. Provide your account email address and order number (found on your account dashboard or confirmation email).
   • Have this information ready before you call to speed up the process.
3. Clearly state: "I want to cancel my Super Saver Auto-shipment subscription effective immediately."
   • The representative may offer alternatives like pausing or discounting. Stay firm if full cancellation is your goal.
4. Ask the representative to confirm the cancellation date and provide a cancellation reference number or confirmation code.
   • Write this down and ask them to email you a written confirmation.
5. Verify that cancellation takes effect before your next scheduled shipment (at least 2 days notice is required).
   • Warning: If your next shipment is due in fewer than 2 days, request an urgent override or expedited cancellation.

Cancelling a one-time web order before shipment

If you've placed a one-time order (not a subscription) and it hasn't shipped yet, you can cancel it quickly to avoid being charged.

1. Call Customer Care at 1-888-769-7873 as soon as possible.
   • Time is critical here; orders can ship within 24 hours of placement.
2. Provide your order number and request cancellation before shipment.
   • If you can provide your order number, the process is faster.
3. Confirm with the representative that no charge will be applied if the cancellation is processed before shipment.
   • According to Purity Products' terms, you should not be charged for orders cancelled pre-shipment.
4. Request a cancellation confirmation email.
   • Follow up with a screenshot of this email for your records.

Cancelling purchases made through apple app store or google play

If you signed up for Purity Products through an app on your phone, cancellation happens through Apple or Google, not through Purity Products' website.

1. For Apple App Store:
   • Open the App Store app on your iPhone or iPad.
   • Tap your profile icon (top right corner).
   • Select "Subscriptions."
   • Find "Purity Products" and tap it.
   • Select "Cancel Subscription."
   • Confirm cancellation. Access to the app ends at the end of the current billing cycle.
2. For Google Play:
   • Open the Google Play app on your Android device.
   • Tap your profile icon (top right).
   • Select "Payments and subscriptions" then "Subscriptions."
   • Find "Purity Products" and tap it.
   • Select "Cancel Subscription."
   • Follow the prompts to confirm. Cancellation takes effect at the end of the current billing period.
3. Pro tip: Both Apple and Google automatically send you a confirmation email. Save this email immediately as proof of cancellation in case of future billing disputes.

Handling refunds and returns

Cancelling your subscription is only part of the process. If you've already received products you want to return, understanding the refund timeline and requirements will save you frustration.

Refund eligibility and policy

Purity Products allows refunds within 60 days of receipt, but there are conditions and costs you need to know about.

• You must call Customer Care and request a return authorization (RA) number before shipping anything back.
• You pay for return shipping to their address in Plainview, New York. This cost comes out of your refund or is your responsibility.
• The product must be unopened and in its original condition to qualify for a full refund.
• If you're returning 12 or more bottles and they're unopened in perfect condition, Purity Products applies a 15% processing fee to your refund.
• Refunds are processed only after Purity Products receives and inspects your return, which can take 5 to 14 business days.

Step-by-step refund process

1. Contact Customer Care at 1-888-769-7873 within 60 days of receiving your order.
   • Have your order number and a list of items you want to return ready.
2. Explain that you want to return the products for a refund and request a return authorization (RA) number.
   • The representative will provide an RA number; write this down and take a screenshot of any confirmation.
3. Pack your items securely in a box and clearly write the RA number on the outside of the package.
   • Include a copy of your packing slip or a note with your order number inside the box.
4. Ship the package to the address provided by Customer Care (typically Plainview, NY) using a tracked shipping method such as UPS or Canada Post Xpress.
   • Pro tip: Use Canada Post's tracking to confirm delivery. Take a screenshot of the tracking number and delivery confirmation.
5. Keep your shipping receipt and tracking number. Do not discard these until the refund appears in your account.
   • You may need these to prove delivery if there's a dispute.
6. Wait 5 to 14 business days for Purity Products to receive, inspect, and process your return.
   • You can contact Customer Care to ask for a status update if more than 2 weeks have passed.
7. The refund will be credited to your original payment method (credit card or bank account).
   • Bank processing times vary; expect the refund to appear within 3 to 5 business days after Purity Products issues it.

What to do if your refund is delayed or denied

Not all refund requests are smooth. If Purity Products denies your refund or takes longer than 3 weeks to process it, Stopee recommends escalating.

• Request written explanation from Customer Care via email explaining why your refund was denied.
• If the items were opened or used, check Purity Products' refund policy again; some items (especially supplements) may have restrictions.
• File a chargeback dispute with your credit card issuer or bank if you believe you've been wrongfully denied a refund. Provide all documentation: order confirmation, cancellation proof, return authorization number, shipping tracking, and Customer Care emails.
• Contact your provincial consumer protection authority (e.g., Ontario's Consumer Protection Branch) if the company doesn't respond within 30 days.

Common cancellation mistakes and how to avoid them

We know how frustrating it is when a cancellation doesn't stick and charges continue. These are the mistakes Stopee sees most often, and how to sidestep them.

Mistake one: assuming "pause" means cancellation

Many customers click "Pause Subscription" thinking it's the same as cancelling. It isn't. A paused subscription can automatically resume, and you may be charged unexpectedly. If you want to stop Purity Products permanently, select "Cancel," not "Pause."

Mistake two: not timing your cancellation before shipment

Purity Products requires at least 2 days' notice before your next scheduled shipment. If you cancel only 1 day before shipment, the order may still go through. Always check your next shipment date and cancel at least 3 days in advance to be safe. If you've missed this window, call Customer Care immediately at 1-888-769-7873 to request an urgent override.

Mistake three: deleting cancellation confirmation emails

After you cancel, save every confirmation email, screenshot, and reference number. If Purity Products later claims your subscription is still active and charges you, these records are your proof. Store them in a folder or email archive for at least 1 year.

Mistake four: not following the return authorization process for refunds

Shipping items back without an RA number can result in the package being returned to you or lost entirely. Always call for an RA number before sending anything back.

Mistake five: ignoring the 60-day refund window

Refunds are only available within 60 days of receipt. If you wait longer, you forfeit the right to return items. Mark your receipt date in your calendar and initiate refunds before this deadline passes.

What happens after you cancel

Cancellation feels like the finish line, but there are a few steps to take afterward to ensure everything stays cancelled and your account is properly closed.

Your account and data after cancellation

After cancellation, your online account and order history typically remain in your Purity Products account. You can still log in and view past orders and shipments. The company retains this information for customer service and legal compliance purposes. If you want to request full deletion of your account data, contact Customer Care and ask about data deletion options under Canadian privacy law (Personal Information Protection and Electronic Documents Act, PIPEDA).

Confirming the cancellation took effect

1. Log into your account 2 to 3 days after cancelling.
2. Check the "Subscriptions" or "Active Orders" section to verify no active auto-shipment is listed.
3. If an auto-shipment still appears, call Customer Care immediately at 1-888-769-7873 and ask them to manually override and confirm cancellation.
4. Monitor your credit card or bank statement for the next 30 days to ensure no charges appear.
5. If an unexpected charge appears after cancellation, dispute it immediately with your bank (see "Chargeback and payment dispute rights" above).

How long refunds take to appear

After Purity Products processes your return, the refund timeline depends on your payment method:

• Credit card refunds: 3 to 7 business days after Purity Products issues the refund.
• Bank transfers or debit card refunds: 5 to 10 business days.
• PayPal or digital wallet refunds: 1 to 3 business days.

If the refund hasn't appeared after these windows, contact your bank to confirm receipt on their end.

Comparing your options: cancel fully or modify your subscription

Before you finalize cancellation, consider whether modifying your subscription might work better for your situation.

Contact information and escalation address

If Purity Products fails to honour your cancellation, ignores your refund request, or continues charging after you've cancelled, Stopee recommends escalating beyond Customer Care.

Direct contact for cancellation and refund issues

• Phone: 1-888-769-7873 (Customer Care, Monday-Friday, 8 a.m.-8 p.m. EST)
• Return authorization and refund requests: Call Customer Care and explicitly request an RA number. Ask them to email written confirmation to your address.
• Mailed returns (60-day refund window): Plainview, New York (exact address provided by Customer Care when you request an RA number)

Escalation if purity products doesn't respond

If Customer Care doesn't resolve your issue within 30 days, escalate to your provincial consumer protection authority:

• Ontario: Consumer Protection Branch (ontario.ca/consumersupport)
• British Columbia: Consumer Protection BC (consumerprotectionbc.ca)
• Alberta: Fair Trading Act complaints (canada.ca/consumer-protection)
• Quebec: Office du protecteur du consommateur (opc.gouv.qc.ca)
• Other provinces: Contact your provincial government's consumer protection office

You can also file a chargeback dispute directly with your bank or credit card company if charges continue after cancellation.

Why stopee is your cancellation ally

Cancelling a subscription should be straightforward, but companies often design the process to be confusing or buried. Stopee has helped thousands of Canadian consumers cancel subscriptions like Purity Products, recover refunds, and reclaim control of their finances. Our step-by-step guides, insider knowledge of timing requirements and common traps, and links to your consumer rights mean you're never going in alone. Whether you're cancelling today or just exploring your options, Stopee empowers you with the exact information and confidence you need to make it stick. Your money and your choices are yours to control.