Manage Keranique

How to cancel Keranique and stop auto-renewal charges

What Keranique is and why malaysian customers struggle to cancel

Keranique is a hair care subscription service that ships products directly to your door every month, every two months, or every three months-whichever cycle you choose at checkout. The company sells shampoos, conditioners, regrowth treatments, and styling products designed for women experiencing thinning hair. The catch: most customers don't realise they've enrolled in an auto-renewing subscription until the second charge appears on their bank statement.

For Malaysia customers like yourself, cancellation becomes even trickier. Keranique does not operate a Malaysia-based office or local customer service desk. All orders, billing, and cancellation requests route through United States channels. The primary customer service number is 1-888-237-4131, available 9 AM to 9 PM EST, Monday to Friday-which translates to late evening or early morning Malaysia time. This time zone gap means you'll need to plan ahead if you want live phone support.

At Stopee, we've helped thousands of customers navigate subscription cancellations across borders, and Keranique cancellations top the list of confusing cases. The company's cancellation process isn't always obvious from the checkout page, and many Malaysia customers miss the window before the next charge hits. This guide walks you through every cancellation method, your consumer rights under Malaysian law, and the exact steps to prevent unwanted charges.

The pricing structure and what you're actually paying

Keranique charges for product subscriptions, not membership access. You're not paying for streaming-style unlimited access-you're paying for physical products delivered on a schedule you select. Here's what typical recurring orders cost when converted to Malaysian Ringgit:

The prices above are converted from USD and may fluctuate with exchange rates. Most customers sign up through promotional boxes or risk-free trial offers, which means you receive the first box at a reduced shipping fee, then auto-renewal kicks in unless you explicitly cancel. This is where most Malaysia customers get caught-they assume the trial was a one-time purchase and don't realise a recurring subscription activated in the background.

Why you might want to cancel Keranique

Customers cancel Keranique for several common reasons. You might have received the initial promotional box, tried the products, and decided they didn't work for your hair type. You might be frustrated by the auto-renewal timing-many customers miss cancellation windows because the next billing date creeps up quickly. You could be struggling with the time zone barrier and poor communication from US-based support. Or you might simply prefer shopping for hair care products locally instead of waiting for international shipping.

Whatever your reason, Stopee recognises that cancelling should be straightforward. It shouldn't require detective work, multiple emails, or timing your request around US business hours. This guide empowers you with every cancellation route and the legal protections you hold as a Malaysian consumer.

Your consumer rights and malaysian legal protections

Malaysia's Consumer Protection Act 1999 provides you with specific safeguards when dealing with subscription services and direct sales, even when the company operates overseas.

What the consumer protection act 1999 says about subscriptions

Under the Consumer Protection Act 1999, you have the right to cancel any distance contract (which includes online purchases and subscriptions) within 14 calendar days of receipt of the goods or confirmation of the service, provided the merchant disclosed cancellation rights clearly before you completed the purchase. Many subscription services bury these terms in tiny print or fail to highlight them at checkout-which itself may constitute a breach.

The Act also requires merchants to provide you with clear, truthful information about auto-renewal terms before you're charged. If Keranique's checkout page didn't explicitly state that a recurring subscription would activate, or if the cancellation instructions were deliberately obscured, you have grounds to dispute the charges and escalate to the Ministry of Domestic Trade and Consumer Affairs (KPDNHEP).

Additionally, if you're charged more than 14 days after purchase without your informed consent to auto-renewal, Malaysian consumer law treats this as an unfair trading practice. You can lodge a formal complaint with KPDNHEP and request a refund of all unauthorized charges.

How to use your rights as leverage

When you contact Keranique's support team (whether by email, phone, or through Stopee's escalation resources), reference the Consumer Protection Act 1999 in your cancellation request. A simple statement like "I wish to cancel my subscription under my consumer rights as outlined in Malaysia's Consumer Protection Act 1999" signals that you're aware of your legal position. Most companies take this seriously and process cancellations faster when they know you understand local law.

If Keranique refuses to refund charges made after day 14 without your explicit consent, you can escalate to KPDNHEP via their online complaint portal at consumer.kpdnhep.gov.my. Stopee regularly guides customers through this escalation process, and we've seen strong results when merchants realise a formal complaint has been filed.

Cancellation methods and how to access each one

Keranique offers multiple cancellation routes, though not all are equally accessible from Malaysia.

Method 1: cancel online through your account dashboard

This is the fastest and most reliable method if you can access your account. Here's exactly what to do:

1. Visit the Keranique store at store.keranique.com and log in with your email address and password.
   • If you've forgotten your password, click "Forgot Password" and follow the reset email.
   • If you can't locate the login button, try clearing your browser cache and cookies, then refresh the page.
2. Once logged in, navigate to "My Account" or "Subscription Management"-this is usually in the top right corner or under a menu icon.
   • Look for sections labelled "Active Subscriptions," "Manage Autoship," or "Pending Orders."
3. Select the subscription you want to cancel and click "Cancel Subscription" or "Stop Autoship."
   • Keranique may ask you why you're cancelling (quality feedback, too expensive, etc.). You can skip this or provide a reason-it doesn't affect the cancellation.
4. Confirm the cancellation by clicking the final "Confirm" or "Cancel Subscription" button.
   • You should see a confirmation message on screen and receive a confirmation email within 1-2 hours.
5. Screenshot the confirmation message and save the confirmation email. Keep these for your records in case a charge appears later.
   • Pro tip: Save the confirmation with the date and time. This becomes your proof if you need to dispute a charge with your bank or escalate to KPDNHEP.

Warning: If you cancel online but still see a charge on your next billing date, contact your bank immediately and dispute the charge as unauthorized. Then send Keranique a follow-up email with your confirmation screenshots and ask for a full refund. Stopee has found that merchants respond faster to disputes than to polite follow-up emails.

Method 2: email cancellation request

If the online dashboard isn't working or you prefer written confirmation, email Keranique directly:

1. Send an email to their customer service address (typically [email protected] or found on store.keranique.com/contact).
   • Check the website footer or contact page for the most current email address, as it may change.
2. Write a clear subject line: "Subscription Cancellation Request - [Your Account Email]"
   • Example: "Subscription Cancellation Request - [email protected]"
3. Include the following information in the body:
   • Your full name as it appears on the account
   • Your account email address
   • Your order number (from any recent order confirmation email)
   • The product name and subscription cycle (e.g., "Volumizing Conditioner, every 2 months")
   • The next scheduled billing date (from your last confirmation email)
   • A clear statement: "I request immediate cancellation of my subscription effective today. Please confirm this cancellation in writing."
4. Send the email and save a copy for your records.
   • You should receive a reply within 2-3 business days (accounting for US time zone delays).
5. If you don't hear back within 5 business days, send a follow-up email referencing your original request and the Consumer Protection Act 1999.
   • Pro tip: Forward your email and the lack of response to Stopee's escalation team. We can help you draft a formal complaint to KPDNHEP if Keranique continues to ignore your cancellation request.

Method 3: phone cancellation (challenging from malaysia)

You can call Keranique at 1-888-237-4131, Monday to Friday, 9 AM to 9 PM EST. However, this method has significant drawbacks for Malaysia customers:

1. Calculate the time difference: EST is 13 hours behind Malaysia Standard Time (MST).
   • 9 AM EST = 10 PM MST (late evening)
   • 5 PM EST = 6 AM MST (early morning)
   • You'll need to call during Malaysia evening or very early morning to reach someone during US business hours.
2. Call the number and follow the automated menu to reach a customer service representative.
   • Be prepared for hold times of 10-20 minutes, especially on Monday and Friday.
3. Tell the representative you want to cancel your subscription immediately and ask them to confirm the cancellation in writing via email.
   • Do not hang up until they confirm they've sent a cancellation email to your account address.
4. Save the representative's name, call time, and date for your records.
   • Warning: Phone cancellations are harder to dispute later if a charge still appears. Always ask for written email confirmation before ending the call.

Step-by-step cancellation process before your next charge

Timing is critical when cancelling Keranique, especially from Malaysia where communication delays compound the problem.

Pre-cancellation checklist

Before you take any cancellation action, gather the following information. This protects you if there are disputes later:

1. Log into your Keranique account and locate your most recent order confirmation email.
   • Write down the next scheduled billing date.
   • Write down the amount that will be charged.
   • Write down the product name and subscription cycle.
2. Take a screenshot of your active subscription page showing the renewal date and product details.
   • Save this screenshot with today's date in the filename (e.g., "keranique_active_sub_20250115.png").
3. Search your email inbox for keywords: "subscription," "autoship," "order confirmation," "renewal," and "manage."
   • Save all Keranique emails from the past 6 months to a dedicated folder.
4. Check the billing card used for Keranique charges.
   • You'll need this information if you have to dispute a charge with your bank.
5. Set a calendar reminder for 3 days after your expected cancellation confirmation.
   • Use this reminder to verify that the cancellation went through and no charge appeared.
6. Set a second reminder for 2 business days before what would have been your next billing date.
   • This is your safety net to catch any errors and contact Keranique again if needed.

The cancellation workflow

Follow this sequence to ensure your cancellation is processed and recorded:

1. Choose your cancellation method (online, email, or phone-online is fastest).
   • If online access isn't working, proceed immediately to email or phone.
2. Complete the cancellation using the step-by-step instructions above for your chosen method.
   • Keep screenshots and confirmation numbers from every step.
3. Wait for a written confirmation email from Keranique.
   • If you used online cancellation, you should see an on-screen confirmation plus an email within 1-2 hours.
   • If you emailed, expect a reply within 2-3 business days.
   • If you called, ask the representative to send confirmation by email immediately during the call.
4. Once you receive the confirmation email, forward it to yourself with a subject line that includes today's date and "CANCELLATION CONFIRMED."
   • This creates a backup copy in case your email is accidentally deleted.
5. Monitor your bank account for the next 2 billing cycles.
   • Set phone reminders to check your account on the would-be billing date and 2 days after.
   • If a charge appears after your cancellation was confirmed, contact your bank immediately and report it as unauthorized.

What happens after you cancel

Cancellation is final, but several things happen behind the scenes that you should understand.

Immediate effects of cancellation

Once Keranique processes your cancellation, the following occur automatically:

• Your subscription moves to "Cancelled" status in the system.
• No new charges will be applied to your payment method.
• Any scheduled shipments linked to that subscription are stopped.
• You lose access to any subscription-level discounts (typically 10-20% off).
• If you want to reorder products in the future, you'll pay full retail price or wait for a promotional offer.

You will not automatically receive a refund for the cancellation itself. The subscription simply stops recurring. However, if your next billing date hadn't occurred yet when you cancelled, you should not be charged that pending amount.

What to do if you're charged after cancellation

A charge appearing after your cancellation confirmation is stressful, but it's fixable. Here's the exact process:

1. Do not panic or assume it's a mistake. Check your confirmation email immediately.
   • Verify the charge date against the next scheduled billing date from your confirmation email.
   • Sometimes a charge that appears the day after cancellation was actually processed before your cancellation went through. This is a timing issue, not a cancellation failure.
2. If the charge is dated after your cancellation confirmation email, contact Keranique immediately via email.
   • Reference your cancellation confirmation number and date.
   • Attach a screenshot of the unauthorized charge from your bank statement.
   • State clearly: "This charge was applied after my subscription was cancelled. I request an immediate refund of RM [amount]."
3. Allow 5-7 business days for Keranique to respond and issue a refund.
   • Refunds may take an additional 3-5 business days to appear in your bank account, depending on your bank.
4. If Keranique doesn't respond or refuses the refund, file a dispute with your bank.
   • Contact your bank's fraud or dispute department and provide them with your cancellation confirmation and the unauthorized charge.
   • Your bank will investigate and, in most cases, will reverse the charge within 10-30 days.
5. Additionally, escalate to KPDNHEP with a formal complaint.
   • Pro tip: Stopee can help you draft this complaint and ensure it meets KPDNHEP's requirements. A formal complaint often pushes merchants to refund quickly without waiting for your bank's dispute process.

Warning: Never assume a charge is final. Many banks allow you to dispute charges up to 180 days after the transaction date. Use this window if needed.

Refund eligibility and how to claim one

Refund rules depend on why you're requesting one and when you make the request.

Eligible refund scenarios

You're entitled to a full or partial refund in these situations:

The key distinction: cancelling a subscription stops future charges but doesn't automatically refund past purchases. You're only entitled to a refund for charges made after your confirmed cancellation or for items that arrived damaged or not at all.

How to request a refund from Keranique

1. Identify which refund scenario applies to your situation using the table above.
   • Write this down-you'll reference it in your request.
2. Email Keranique's customer service with the subject line: "Refund Request - [Your Order Number]"
   • Example: "Refund Request - Order #KQ12345678"
3. In the email body, include:
   • Your full name and account email
   • The order number(s) you want refunded
   • The amount charged and the date of the charge
   • The reason for the refund request (e.g., "Charged after cancellation" or "Trial not cancelled within 30 days")
   • Reference to the relevant Consumer Protection Act 1999 clause if applicable
   • A clear request: "I request a full refund of RM [amount] to my original payment method within 7 business days."
4. Attach screenshots of:
   • Your cancellation confirmation email (if applicable)
   • Your bank statement showing the charge
   • Any order confirmation or tracking information related to the refund request
5. Send the email and wait 7 business days for a response.
   • If you don't hear back, send a follow-up email mentioning your original request and asking for a refund status update.
6. If Keranique refuses or ignores your refund request after 14 days, escalate to KPDNHEP or file a bank dispute.
   • Stopee recommends filing a formal KPDNHEP complaint alongside your bank dispute for maximum pressure.

Pro tip: If you're requesting a refund for a charge made after cancellation, use the phrase "unauthorized charge" rather than "billing error." This language signals to Keranique (and your bank, if needed) that you didn't consent to the charge, which strengthens your position.

Common cancellation mistakes and how to avoid them

Cancelling a subscription shouldn't require this much strategy, and we understand the frustration when the process isn't straightforward. Many customers make preventable mistakes that delay or derail their cancellations.

Mistake 1: assuming a trial or promotional order is a one-time purchase

This is the most common trap. Keranique heavily promotes risk-free trials and introductory boxes at reduced prices. Customers pay a small shipping fee (RM30-50), think they've made a one-time purchase, and don't realise that auto-renewal has activated in the background. Then, 30 or 60 days later, a full-price charge hits their account.

Avoid this: Always scroll to the very bottom of the checkout page and look for fine print mentioning "auto-renew," "recurring," "autoship," or "subscription." If you see this language, the purchase is recurring unless you explicitly cancel. Don't trust your intuition-trust the terms and conditions.

Mistake 2: delaying cancellation until the last day before the next charge

Processing delays are real, especially across time zones. If you wait until the day before your next billing date to cancel, Keranique's system might process the charge before your cancellation request goes through. The charge and the cancellation can happen simultaneously, leaving you stuck with an unauthorized payment and no cancellation.

Avoid this: Cancel at least 5-7 business days before your next scheduled billing date. Use the calendar reminders from the pre-cancellation checklist (see section 3 above). This buffer gives Keranique time to process your cancellation and update their system before the charge is scheduled.

Mistake 3: cancelling online and not saving the confirmation

Online cancellations are fast, but they're also easy to lose. If you don't screenshot the confirmation message or save the confirmation email, you have no proof that you cancelled if a dispute arises. Keranique's system might say "no active subscription" when you next log in, but without documentation, your bank won't refund an unauthorized charge.

Avoid this: Always take a screenshot of the on-screen confirmation message immediately after cancelling online. Wait for the confirmation email and save it with today's date in the subject line. Treat these documents like receipts-keep them for at least 1 year.

Mistake 4: not following up if you don't receive a confirmation email

Email confirmations sometimes get caught in spam filters or simply fail to send. If you cancel via phone or email and don't receive written confirmation within 24 hours, many customers assume it went through and stop monitoring for charges. Then the charge appears as a surprise.

Avoid this: After any cancellation request, set a 24-hour reminder to check your email (including spam folder) for a confirmation. If you don't see it by then, send an immediate follow-up email to Keranique asking for confirmation of your cancellation and the date it becomes effective. Don't assume silence means success.

Mistake 5: not checking your bank account after cancellation

Even when everything goes smoothly, billing errors happen. A customer might cancel, receive confirmation, and then still see a charge on their next statement. Without monitoring, they miss the window to dispute or contact Keranique quickly.

Avoid this: Set phone reminders for the original next billing date and 2 days after. Log into your bank account on those dates and check for unexpected Keranique charges. If a charge appears, contact your bank and Keranique immediately-don't wait to see if it gets refunded on its own.

Pricing comparison and whether cancelling makes financial sense

Sometimes the best cancellation decision is informed by understanding the true cost of staying subscribed versus cancelling and shopping independently.

Is keranique's subscription discount worth it?

If you're paying RM438 per month for the Deluxe System, you're spending RM5,256 per year. Even with a 15% subscription discount, you're paying a premium for convenience and targeted hair care. Compare this to local brands available at Watsons, Guardian, or online Malaysian retailers. If you can find comparable results for RM200-400 per month, cancelling Keranique and switching to local products might save you RM1,000-3,000 per year.

Pro tip: Before cancelling, check whether your current hair goals are being met. If Keranique products are genuinely working, the convenience and subscription discount might justify the cost. But if you're cancelling because the results aren't noticeable, the premium isn't worth it. Stopee believes you should cancel any subscription that isn't delivering measurable value.

Checklist before you cancel and after it's done

Use this checklist to ensure nothing falls through the cracks.

Before you cancel

• Find your most recent Keranique order confirmation email
• Write down the next scheduled billing date
• Write down the amount that will be charged
• Screenshot your active subscription page
• Verify whether the original order was a trial or regular purchase
• Identify which cancellation method you'll use (online, email, or phone)
• Calculate the time difference if calling (EST is 13 hours behind MST)
• Save all Keranique emails to a dedicated folder
• Set calendar reminders: 2 days before next billing date, and 3 days after cancellation

After you cancel

• Screenshot the on-screen cancellation confirmation (if online)
• Save the confirmation email with today's date in the filename
• Create a backup copy of the confirmation email by forwarding it to yourself
• Log back into your Keranique account and confirm the subscription now shows as "Cancelled"
• Set a phone reminder to check your bank account on the original next billing date
• Monitor for any charges for the next 2 billing cycles
• If a charge appears, immediately contact your bank to dispute it
• If a charge appears, also send Keranique a follow-up email with cancellation confirmation and ask for a refund
• If Keranique doesn't refund within 7 business days, file a formal complaint with KPDNHEP

Contact information and escalation steps if Keranique won't cooperate

If Keranique ignores your cancellation request or refuses to refund an unauthorized charge, you have legal escalation options in Malaysia.

Keranique customer service channels

• Phone: 1-888-237-4131 (Monday-Friday, 9 AM-9 PM EST, which is 10 PM-6 AM MST)
• Email: [email protected] (or contact form at store.keranique.com/contact)
• Online account: Log into store.keranique.com to manage subscriptions directly
• Mailing address (US): Keranique customer service address is typically listed on order confirmations or the official website footer. Note that postal mail from Malaysia will take 2-3 weeks each way, making this option impractical.

Malaysian escalation: KPDNHEP and your bank

If Keranique doesn't respond within 7 business days or refuses to cancel or refund, escalate immediately:

1. File a formal complaint with the Ministry of Domestic Trade and Consumer Affairs (KPDNHEP):
   • Website: consumer.kpdnhep.gov.my
   • Online complaint form: Available on the website; takes 10-15 minutes to complete
   • What to include: Your cancellation confirmation (or proof you requested cancellation), Keranique's lack of response, the unauthorized charge, and reference to the Consumer Protection Act 1999
   • Expected timeline: KPDNHEP will investigate and contact Keranique within 14-30 days. Most merchants comply once a formal complaint is logged.
2. Contact your bank's dispute or fraud department:
   • Call the customer service number on the back of your debit or credit card
   • Report the charge as unauthorized and provide your cancellation confirmation
   • Your bank will open a dispute investigation and typically reverse the charge within 10-30 days while investigating
3. Consider using Stopee's escalation service if you need help drafting communications or coordinating with KPDNHEP:
   • Stopee specialises in cross-border cancellations and has experience with overseas merchants who ignore Malaysia customers
   • We can help ensure your complaint meets KPDNHEP's requirements and maximises your chance of success

Warning: Never ignore a charge after cancellation or assume it will resolve itself. Take action within 30 days to preserve your legal options with your bank and KPDNHEP.

Why stopee exists and how we help you cancel with confidence

Cancelling subscriptions shouldn't be this complicated. Yet thousands of Malaysian customers struggle with overseas merchants who make cancellation deliberately difficult-burying contact information, delaying email responses, and exploiting time zone delays.

Stopee exists to empower you. Our team understands Malaysian consumer rights, the delays of cross-border communication, and the exact escalation paths that work when companies ignore you. Whether you need help drafting a cancellation email that references the Consumer Protection Act 1999, filing a complaint with KPDNHEP, or navigating a bank dispute, Stopee has helped thousands of consumers cancel subscriptions and recover unauthorized charges.

This guide gives you all the information and steps you need to cancel Keranique independently. But if you get stuck-if Keranique doesn't respond, if you're charged after cancellation, or if you feel out of your depth dealing with US customer service-Stopee is here to take the weight off your shoulders.

Visit stopee.com today. We'll review your situation, identify the fastest path to cancellation, and escalate to KPDNHEP or your bank if needed. Stopee has helped thousands of consumers cancel unwanted subscriptions and reclaim money that should never have been charged in the first place. Your cancellation matters, and you deserve a service that listens.