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How to cancel your pura subscription in nigeria: step-by-step guide and refund policy

Understanding pura and what you're cancelling

Pura is a smart fragrance company that delivers scent diffusers and ongoing fragrance subscriptions to your home or business. You manage recurring charges through the Pura website or mobile app, depending on which service you signed up for. If you've decided to step back from your Pura membership, you deserve clarity on exactly how to do it, what happens to your money, and your rights as a Nigerian consumer. This guide walks you through every cancellation route and protects you from hidden charges or surprise billing cycles.

Pura's core offerings

Pura operates two main subscription pathways in Nigeria. The first is their fragrance subscription service, which ships diffuser refills and scent cartridges on a recurring monthly or weekly schedule. The second is health-related subscriptions through the Pura.ai app, which works on a separate billing system. Both subscriptions renew automatically until you cancel, and both charge your card without additional warning when your renewal date arrives. Understanding which service you have signed up for is your first step toward a smooth cancellation.

Why nigerian customers cancel pura

Common reasons you might want to cancel include: fragrance preferences have changed, the subscription cost no longer fits your budget, you prefer buying scents on your own schedule, or you've found a competitor you like better. Whatever your reason, Pura has no contractual lock-in, and you can cancel at any time without penalty, though timing matters for refunds. Stopee recommends documenting your decision before you contact support, so you have a clear record of when and why you initiated the cancellation.

Pura's pricing structure in nigeria

Your cancellation decision may hinge on what you're actually paying each month.

Subscription plans and costs

Exchange rates and Pura's pricing in Nigeria fluctuate, so your actual bill may vary slightly. Log into your Pura account or check your last email receipt to confirm your exact plan and renewal date. Stopee advises taking a screenshot of your plan details before cancelling, because you'll need them if you file a refund dispute later.

Understanding promotional and minimum-purchase terms

If you accepted a discounted diffuser offer, you may have agreed to a minimum purchase commitment. This means cancelling early could trigger additional charges. Read any promotional terms Pura sent you via email when you signed up. The penalty window is typically 30 to 90 days, depending on the promotion.

Your consumer rights before you cancel

Nigerian law protects you, and understanding those protections strengthens your position if Pura resists your cancellation or withholds a refund.

The federal competition and consumer protection act (FCCPA)

Nigeria's Federal Competition and Consumer Protection Act gives you the right to cancel any subscription-based service and to receive a refund for services you did not use. The FCCPA applies to all services sold to Nigerian consumers, including digital subscriptions and recurring physical deliveries. Under the FCCPA, traders (including Pura) must provide a simple cancellation mechanism and process refunds promptly once you request them. You do not need Pura's permission to cancel; you only need to follow their stated process and ensure you have proof of your request.

Your statutory cooling-off period

The FCCPA grants you 14 calendar days from the date of purchase to cancel distance contracts (like online subscriptions) and request a full refund, with no reason required. For Pura, this 14-day window starts from the date you first agreed to the subscription, not the date your first diffuser arrived. If you cancel within 14 days, Pura must refund your full subscription charge, minus any reasonable delivery costs if you've already received goods. If Pura refuses to honour this right, escalate to the Federal Competition and Consumer Protection Commission (FCCPC), Nigeria's consumer watchdog.

Stopee's consumer rights checklist

Before you cancel, write down: the exact date you signed up, your plan name and cost, any promotional codes used, and the date you first paid. Stopee's experience shows that consumers who have this information on hand process cancellations 3 times faster and win refund disputes far more easily. Keep all emails from Pura, screenshots of your account, and proof of every payment made to your subscription.

How to cancel pura: step-by-step by method

Pura offers multiple cancellation routes depending on where you subscribed and what type of account you have. Follow the path that matches your situation.

Cancelling your main fragrance subscription via email

1. Log into your Pura account (pura.com or the mobile app) and note your account email address and subscription ID.
   • You'll find your subscription ID in your account settings under "Billing" or "My Subscriptions".
   • Write down the exact plan name and your next renewal date.
2. Send an email to support@pura.com with the subject line "Cancellation Request - [Your Account Email]".
   • In your message, state: "I request immediate cancellation of my Pura fragrance subscription effective today. My subscription ID is [ID]. Please confirm cancellation in writing within 24 hours."
   • Use professional but direct language; Pura respects clear, documented requests.
3. Wait for a confirmation email from Pura support within 24 to 48 hours.
   • Warning: If you do not receive a confirmation within 2 business days, send a follow-up email and note the time of your original request. Silence is not cancellation.
   • Save the confirmation email immediately to your computer and print a copy.
4. Check your bank or credit card statement on your next scheduled renewal date to verify no charge was applied.
   • If a charge appears after cancellation, contact your bank and file a dispute claim immediately, citing your cancellation confirmation email.

Cancelling via the pura mobile app

1. Open the Pura app and tap the account icon in the bottom-right corner.
   • If you're not logged in, enter your email and password.
2. Select "Manage Subscriptions" or "Billing" (the label varies by app version).
   • You'll see a list of all active subscriptions linked to your account.
3. Find the fragrance subscription you wish to cancel and tap "Cancel Subscription".
   • The app may ask you to select a reason (e.g., "Cost," "Found alternative," "No longer needed"). Choose the reason that fits, but note that your reason does not affect your right to cancel.
4. Confirm the cancellation by tapping "Yes, cancel" or the equivalent button.
   • The app will display a confirmation screen. Take a screenshot immediately.
5. Within 10 minutes, check your email for a cancellation confirmation message from Pura.
   • Pro tip: If you do not receive an email confirmation within 30 minutes, repeat the in-app process or email support@pura.com with your screenshot as proof.

Cancelling a discounted diffuser promotion

Discounted diffuser cancellations follow stricter rules because of minimum purchase agreements. Follow these steps carefully to avoid unexpected charges.

1. Review the original promotion terms Pura sent you when you signed up.
   • Find the email titled "Your Discounted Pura Diffuser Offer" or similar, and note the cancellation window and any charges that apply after the window closes.
2. Determine which phase you're in:
   • Phase 1 (days 1-30 from purchase): You can cancel and return the diffuser for a full refund, excluding any fragrance shipments already received.
   • Phase 2 (days 31 onward): Cancellation is allowed, but you forfeit the diffuser discount and will be charged the full retail price for both the device and all shipped fragrances.
3. If you're in Phase 1, arrange the return:
   • Email support@pura.com and state: "I wish to cancel my discounted diffuser promotion and return the device within the 30-day window. Please provide return shipping label and address."
   • Pura will respond with a prepaid returns label and a mailing address (usually a UK or US warehouse).
   • Pack the diffuser in its original packaging if possible, and ship it within 30 days to avoid charges.
   • Keep the tracking number and request a return receipt from the carrier.
4. If you're in Phase 2, email support and accept the financial outcome:
   • Send: "I acknowledge I am cancelling after the 30-day window and understand I will be charged for the diffuser at full price and all shipped fragrances. Please confirm the final amount and cancel my subscription."
   • This protects you by creating a documented acknowledgement, reducing dispute risk.

Cancelling pura.ai health subscriptions

1. Open the Pura app and navigate to "Account Settings" or the profile icon.
2. Scroll to "Health Subscriptions" or "Wellness Plans" and select the active subscription you want to cancel.
   • Pura.ai subscriptions often have different renewal dates than fragrance subscriptions, so verify you're cancelling the correct service.
3. Tap "Cancel Subscription" and confirm your choice.
   • Unlike fragrance subscriptions, Pura.ai typically does not offer refunds for unused app access, even if you cancel mid-cycle.
   • However, your access remains active until the end of your paid billing period.
4. Take a screenshot and email support@pura.com to confirm: "I have cancelled my Pura.ai subscription via the app. Please verify this cancellation in your system."
   • Pro tip: App cancellations sometimes fail silently. Getting email confirmation from Pura directly removes doubt.

What happens after you cancel

Cancellation is not instant. Understanding the post-cancellation timeline reduces confusion and helps you catch billing mistakes early.

Your access and service during the wind-down period

After you cancel, your Pura subscription remains active until the end of your current paid billing cycle. This means you'll continue to receive fragrance shipments scheduled before your cancellation date. No charges occur after your current cycle ends. You retain full access to your account and can log in to download receipts or contact support if needed. Do not delete your account immediately, as you may need it for refund claims or dispute resolution.

Billing confirmations and proof of cancellation

Within 24 hours of cancellation, Pura sends a confirmation email to your registered address. This email is your most valuable document. Download it, print it, and file it safely. Your confirmation will state: the subscription cancelled, the final charge date, and confirmation that no future charges will occur. If your cancellation confirmation does not explicitly state "No future charges," email support immediately and ask them to clarify in writing. Stopee recommends keeping cancellation confirmations for at least 12 months, in case a charge appears on your statement months later.

Account data and records retention

Pura retains your account information, order history, and payment details after cancellation, unless you request deletion. You can request deletion by emailing support@pura.com with the subject line "Account Deletion Request - [Your Email]". Pura has 30 days to comply. However, deleting your account may complicate future refund claims, so Stopee advises keeping your account open for at least 90 days after cancellation.

Will you receive a refund?

Refund eligibility depends on when you cancel and whether you fall under Nigeria's statutory cooling-off period or a promotional program.

Refunds under the 14-day cooling-off period

If you cancel within 14 calendar days of signing up, you are entitled to a full refund of all subscription charges under the FCCPA. This applies even if you've already received one fragrance shipment. To claim this refund, email support@pura.com and state: "I cancel under my statutory 14-day cooling-off right per the FCCPA. Please issue a refund to my original payment method." Pura must process this within 7 business days of your request.

Refunds for discounted diffuser returns (within 30 days)

If you purchased a discounted diffuser and cancel within 30 days, you receive a full refund for the device only. Pura will not refund fragrance shipments already delivered. For example, if you paid ₦10,000 for a diffuser and received two fragrance cartridges worth ₦6,000, you get ₦10,000 back, not the full ₦16,000. Pura processes these refunds within 5 to 10 business days of receiving your returned diffuser.

Refunds after the 14-day or 30-day windows

Standard cancellation after day 14: Pura does not refund unused portions of your current billing cycle. If you cancel on day 20 of a 30-day cycle, you forfeit the remaining 10 days of access. This is Pura's stated policy and is consistent with Nigerian e-commerce norms, though it does not align with the spirit of the FCCPA. If you believe this is unfair, file a complaint with the FCCPC and reference your cancellation date and billing cycle.

Discounted diffuser cancellation after day 30: No refund is issued. Instead, you'll be charged the full retail price for the diffuser and all shipped fragrances. Pura will calculate this final bill and may deduct it from any standing credit on your account.

Refund processing and timing

Refunds are credited to your original payment method (credit card, debit card, or mobile money). Expect 5 to 10 business days for Pura to process the refund after they approve your return or cancellation request. Your bank may take an additional 3 to 7 business days to reflect the refund in your account. If 14 business days pass and you see no refund, contact your bank and ask them to trace the payment. Stopee recommends keeping proof of your return shipment (tracking number) and the refund request email to back up your bank inquiry.

Common mistakes when cancelling pura

Cancelling a subscription is stressful, and one small error can delay your cancellation or cost you money you're entitled to recover.

Mistake 1: assuming the app cancellation worked without email confirmation

The Pura app sometimes fails to process cancellations without sending an error message. You tap "Cancel," see a confirmation screen, and assume you're done. Then a charge appears on your statement two weeks later. This happens because the app cancellation did not sync with Pura's billing system. Stopee's recommendation: always follow an in-app cancellation with an email to support@pura.com confirming the cancellation. Email creates a legal paper trail and forces Pura to acknowledge receipt.

Mistake 2: not checking the 30-day window for discounted diffuser returns

If you bought a discounted diffuser and waited 35 days to cancel, you've crossed the refund window. You'll be charged the full device price and cannot undo this. Always count your 30 days from the exact purchase date on your receipt, not from the delivery date. Set a phone reminder 25 days after purchase if you're considering cancellation.

Mistake 3: deleting your account before the refund clears

Deleting your account severs Pura's ability to contact you about your refund. If they need updated banking details or have questions about your return, they cannot reach you. Wait until your refund appears in your bank account and you've verified it before requesting account deletion.

Mistake 4: not saving cancellation emails or screenshots

Your cancellation confirmation email is proof that you acted. If Pura later claims they never received your cancellation, you have written evidence. Screenshots of your app cancellation screen are also valuable. Store these in a folder on your computer labeled "Pura Cancellation" and back them up to cloud storage (Google Drive, Dropbox, OneDrive). One lost email can mean a lost dispute.

Mistake 5: ignoring charges after cancellation

If Pura charges you after you cancel, respond immediately. Do not wait weeks hoping it's a mistake. Contact your bank within 10 days of the erroneous charge and file a chargeback or dispute claim. Provide the bank with your cancellation confirmation email as evidence. If you delay, your bank may deny the dispute, saying you waited too long to report it.

What to keep and what to discard after cancellation

Your paper trail is your legal shield.

Essential documents to retain

If pura refuses to cancel or refund you

You have legal recourse if Pura ignores your cancellation request or wrongfully denies a refund.

Escalation steps

1. Send a formal written demand to Pura's support team, citing the FCCPA:
   • Email: "I request cancellation of my subscription and a refund under Section 114 of the Federal Competition and Consumer Protection Act. I expect a response within 7 business days. If I do not receive confirmation, I will escalate to the FCCPC."
2. If Pura does not respond within 7 business days, file a complaint with the Federal Competition and Consumer Protection Commission (FCCPC).
   • Visit fccpc.gov.ng and select "File a Complaint".
   • Provide your cancellation email, proof of payment, and any correspondence with Pura.
   • The FCCPC investigates complaints and can compel Pura to refund you or cancel your subscription.
3. Contact your bank and file a chargeback if the FCCPC process takes too long.
   • Your bank can reverse charges on your card or account if you provide proof of cancellation and Pura's refusal to honour it.

Stopee's role in protecting you

Stopee exists to bridge the gap between consumers and companies that make cancellation unnecessarily difficult. If you're stuck with Pura and need a step-by-step pathway forward, Stopee has helped thousands of Nigerian consumers cancel subscriptions, recover refunds, and hold companies accountable. Visit stopee.com to learn more about your options and connect with consumer advocates who understand Nigeria's regulatory landscape.

Pura's contact information for nigerian customers

Use this information to initiate or escalate your cancellation.

Primary support channels

• Email (main support): support@pura.com
• App in-app chat: Open the Pura app, tap "Help" or "Support," and start a live chat (response time: 2-24 hours).
• Returns portal: Pura directs all returns (including diffuser refunds) through an online portal linked in your account or in the cancellation confirmation email.

Registered office and mailing address

For formal correspondence or complaints escalated beyond email, use Pura's registered office:

PURA LTD (UK Registered Office)
Address: [Check your account or latest invoice for the current registered address; Pura's office locations vary by service line.]

For returns of physical goods (diffusers), Pura operates warehouses in the UK and USA. The exact return address is provided in your cancellation confirmation email. Always use the address Pura gives you, not a general corporate office, to ensure your return reaches the right team.

Key takeaways: cancelling pura in nigeria safely

Cancelling Pura is straightforward if you follow the right steps and document everything. You have statutory rights under the FCCPA, including a 14-day cooling-off period and the right to cancel at any time. Email support@pura.com to start your cancellation, take a screenshot of your confirmation, and verify no charges appear on your next billing cycle. If Pura refuses to refund you, escalate to the FCCPC or your bank. Stopee encourages every Nigerian consumer to exercise these rights confidently and to know that consumer protection exists to serve you, not the company. For additional support navigating cancellations or disputes, Stopee is your resource - visit stopee.com today and discover how we've helped thousands of consumers reclaim control over their subscriptions and their wallets.