Manage Specsavers

How to cancel your specsavers order or easypay subscription in new zealand

Why you might want to cancel with specsavers

Specsavers is a well-known optical retailer across New Zealand, offering everything from eye tests and spectacles to contact lenses and the Easypay subscription service. However, there are legitimate reasons you might need to step back: perhaps your prescription changed mid-order, you found better value elsewhere, or an Easypay subscription no longer fits your budget.

The good news is that you have consumer rights protecting you, and cancellation is possible across most Specsavers services. Understanding your options before you act will save you time, frustration and potentially money. At Stopee, we specialise in helping New Zealand consumers navigate cancellations cleanly and claim refunds they're entitled to.

When cancellation makes sense

You might cancel an online order within the first 7 working days if you've changed your mind or found a better deal. For contact lenses, timing is critical because orders process quickly. And if Easypay no longer suits your needs, you can pause or cancel without penalty because there are no minimum contract terms.

Your consumer rights in new zealand

Under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986, you have the right to a refund or replacement if goods are faulty, damaged, or not as described. You also have a 7 working day "cooling-off period" on most online purchases, during which you can withdraw without reason. Specsavers must honour these rights, and if they don't, you can escalate to the Consumer Affairs Division or Citizens Advice Bureau.

Cancellation methods for specsavers

Specsavers offers three main cancellation pathways depending on what you ordered or subscribed to.

How to cancel an online order

If you've ordered spectacles, frames, or other products through specsavers.co.nz, you have a 7 working day window to withdraw and request a return.

1. Contact Specsavers Customer Service immediately via their website contact form or phone line
   • State clearly that you want to cancel your order and return the goods
   • Have your order number ready
   • Ask for a returns reference number
2. Wait for Customer Service to confirm receipt and provide a returns address
   • Do not open or wear the spectacles or frames
   • Keep all original packaging intact
   • Note the returns reference number they give you
3. Return the unopened, unused goods to the address provided within 7 working days of delivery
   • Use a tracked postal service (NZ Post or courier)
   • Keep your proof of postage receipt and the returns reference
   • Warning: Goods returned damaged or without the reference number may be rejected
4. Wait for Specsavers to process your return
   • Refunds are typically processed within 30 days of receipt
   • You'll receive confirmation once your refund or replacement has been approved

How to cancel a contact lens order

Contact lens orders are more restrictive because they process quickly once paid.

1. Act immediately upon realising you want to cancel
   • Contact Specsavers Customer Service as soon as possible
   • Explain that you want to cancel your contact lens order and why
   • Have your order number and email confirmation ready
2. Speak with a Customer Service representative about your options
   • Cancellation depends on the processing stage of your order
   • If the order hasn't yet been processed or packed, you have a better chance of cancelling
   • If it's already dispatched, you'll need to follow the standard returns process
3. Request a returns reference if the order is eligible
   • Return unopened contact lens packages in their original condition
   • Pro tip: Contact Specsavers within 24 hours of ordering for the best chance of stopping a contact lens order before dispatch
4. Claim your refund as per Specsavers' standard returns policy
   • Refunds for unopened, unused contact lenses are typically honoured within 30 days

How to cancel or pause your easypay subscription

Easypay is Specsavers' contact lens subscription service, and it has no minimum contract period, meaning you can manage it freely through your account.

1. Log into your Specsavers online account at specsavers.co.nz
   • Enter your email address and password
   • Click "My Account" from the menu
2. Navigate to your subscription or order management section
   • Look for "Easypay" or "Subscriptions" in your account dashboard
   • View your active subscription and next delivery date
3. Select the option to cancel, pause, or reschedule
   • Choose "Cancel subscription" to stop all future deliveries
   • Or choose "Pause" or "Reschedule" if you want to defer, not cancel
   • Follow the on-screen prompts to confirm
4. Confirm the cancellation and save your changes
   • You'll receive a confirmation email immediately
   • Your next delivery will not proceed
   • Pro tip: Manage Easypay at least 3 working days before your next scheduled delivery date to avoid being charged

Refund eligibility and timing

Your refund depends on what you ordered, when you ordered it, and the condition of the goods.

When you're entitled to a refund

Under New Zealand consumer law, Specsavers must refund you if you cancel within the 7 working day cooling-off period and return goods unused and undamaged. You're also entitled to a refund if goods are faulty, damaged, or not as described, regardless of when you purchased them.

How long refunds take

Specsavers processes refunds in stages. Once they receive your returned goods and verify they're in the correct condition, they typically issue a refund within 30 days. However, it can take a further 5 to 10 working days for the money to appear in your bank account, depending on your bank.

If your goods are faulty or damaged, Specsavers covers the return postage cost. For other returns initiated by you, you pay to return the goods (though Specsavers may offer a prepaid label if you contact them quickly).

What to do if a refund is delayed

If 30 days have passed since Specsavers received your returned goods and you haven't been refunded, contact Customer Service with your proof of postage and returns reference. If Specsavers doesn't respond within 10 working days, escalate to the Consumer Affairs Division at the Department of Internal Affairs or file a complaint with Citizens Advice Bureau.

What happens after you cancel

Cancellation brings changes to your account, access, and records that you should understand.

Your account and future access

Once you cancel an order or subscription, your account remains active. You can still log in, view your order history, and place new orders in the future. Cancelling an Easypay subscription doesn't delete your account; it simply stops recurring payments. If you want to delete your account entirely, contact Customer Service to discuss data removal options.

What happens to your data

Specsavers retains your order records, delivery address, and eye test results for business and legal purposes. This is standard practice and required under New Zealand tax and consumer law. Your prescription data is kept so you can reorder without a new eye test if you choose to. If you want to know what data Specsavers holds on you or request deletion, contact Customer Service and cite the Privacy Act 2020.

Reordering and re-subscribing

You can reorder from Specsavers at any time after cancellation. If you cancelled Easypay, you can restart the subscription whenever you're ready by logging into your account and reactivating it. There's no penalty for pausing and restarting.

Common cancellation mistakes to avoid

Cancelling with Specsavers is straightforward, but missteps can cost you time and money. Here are the traps we see customers fall into.

Missing the 7 working day window

The cooling-off period starts the day your order is delivered, not the day you ordered. Warning: If you wait 8 working days or longer, you lose the right to cancel without a reason. After day 7, you can only return goods if they're faulty or not as described. Mark your calendar the moment your parcel arrives.

Opening or wearing spectacles before returning

Once you've opened the packaging or worn the glasses, Specsavers can refuse the return. They consider spectacles "used" immediately, so don't try them on unless you're certain you want to keep them. Keep the original packaging sealed until you've decided.

Returning without a returns reference number

Sending goods back without contacting Customer Service first is a gamble. Without a returns reference, your parcel may be rejected or lost in Specsavers' warehouse. Always get the reference and returns address from Customer Service before you post anything.

Ignoring contact lens processing deadlines

Contact lenses process faster than spectacles. Once payment is confirmed and the order moves to the warehouse, cancellation becomes difficult. Call within hours of ordering, not days, if you want to stop a contact lens order.

Forgetting to cancel easypay before the next billing date

Pro tip: Cancel Easypay at least 3 working days before your next scheduled delivery. If you cancel on the day of delivery, you may still be charged. Set a phone reminder when you subscribe so you don't forget.

Your consumer rights under new zealand law

Specsavers is bound by the Consumer Guarantees Act 1993 and the Fair Trading Act 1986, both of which protect you as a customer.

The consumer guarantees act and your protection

This law guarantees that goods you buy are of acceptable quality, fit for purpose, and as described. If Specsavers sells you spectacles with the wrong prescription, frames that break immediately, or contact lenses that are damaged, you're entitled to a refund or replacement at no cost to you. This protection applies regardless of whether you cancelled or not.

The cooling-off period and fair trading act

The Fair Trading Act gives you 7 working days to withdraw from an online purchase without giving a reason. This is your legal right, and Specsavers cannot charge you a cancellation fee or restocking fee during this period. The only cost you bear is return postage (unless the goods are faulty).

What to do if specsavers refuses your refund

If Specsavers denies a refund you're entitled to, escalate as follows:

1. Write to Specsavers' customer service team with your order number, returns reference, and reason for the refund, requesting a written response within 10 working days
2. If they don't respond or refuse, file a complaint with the Consumer Affairs Division at the Department of Internal Affairs (www.consumeraffairs.govt.nz)
3. Contact Citizens Advice Bureau for free guidance on your next steps
4. As a last resort, pursue a small claims action in the District Court (claims under NZD $15,000 are eligible)

At Stopee, we recommend documenting every email, phone call, and proof of postage. These records are essential if you need to prove your case to a consumer authority.

Pricing and refund scenarios at specsavers

Understanding what you pay and when you get money back helps you plan your cancellation.

Contacting specsavers for cancellation support

Specsavers' customer service team handles all cancellations and returns. Here's how to reach them.

Contact methods

You can contact Specsavers in multiple ways depending on your preference and urgency.

• Online contact form: Visit specsavers.co.nz and use their "Contact us" page. Response time is typically 2 to 3 working days.
• Phone: Call Specsavers' main customer service line during business hours. Phone support offers immediate assistance for urgent cancellations.
• In-store visit: Walk into your nearest Specsavers store in person to request a returns reference and discuss options face-to-face.
• Email: If an email address is provided in your order confirmation, reply there with your order number and cancellation request.

Information to have ready

When you contact Specsavers, prepare the following to speed up the process:

• Your order number (from the confirmation email)
• Your email address or phone number associated with the account
• The reason for your cancellation (optional, but helpful)
• A photo of the unopened package or sealed spectacles case (if returning goods)

When not to cancel: reasons to keep your specsavers order

Cancellation isn't always the best option. Consider keeping your order if you need the product urgently, if Specsavers' prices are competitive, or if your prescription is time-sensitive.

Key steps and checklist for cancelling specsavers

Use this checklist to ensure you cancel correctly and claim any refund you're entitled to.

• Check the delivery date of your order - if it's within 7 working days, you're in the cooling-off window
• Do not open or wear spectacles or contact lenses if you're planning to return them
• Contact Specsavers Customer Service with your order number and clearly state you want to cancel
• Request and note down the returns reference number provided by Customer Service
• Ask for the returns address and whether return postage is free or paid by you
• Pack unopened goods in their original packaging with the returns reference number inside
• Use a tracked postal service (NZ Post or courier) and keep the proof of postage receipt
• Follow up with Specsavers if no refund appears within 30 days of them receiving the parcel
• For Easypay cancellations, confirm cancellation via email and check your account 3 days before the next billing date
• Keep all documentation (order confirmations, returns references, proof of postage, emails) for at least 6 months

Final thoughts: take control of your specsavers cancellation

Cancelling with Specsavers is manageable when you understand the rules and act quickly. The 7 working day cooling-off period is your friend for online orders, but only if you use it. Contact lenses need urgent action because they process fast. And Easypay subscriptions are simple to manage through your account - no hidden fees, no minimum terms.

Your consumer rights under New Zealand law are strong. Specsavers must honour refunds for unopened goods within the cooling-off period and for faulty or misdescribed products at any time. If they refuse, escalate to the Consumer Affairs Division or Citizens Advice Bureau.

If you're unsure about your cancellation options or Specsavers isn't responding to your requests, Stopee has helped thousands of New Zealand consumers navigate retail cancellations, understand their refund rights, and claim money they're entitled to. Whether you're dealing with Specsavers or another retailer, Stopee provides clear, step-by-step guidance and consumer law expertise to back your claim. Visit stopee.com today to learn more about your rights and get support with your cancellation journey.

Specsavers' new zealand registered office and correspondence address

For formal correspondence regarding your cancellation, account queries, or data requests, you can write to Specsavers' registered New Zealand office. Contact Specsavers Customer Service first via their website or phone to confirm the current address for returns and inquiries. Customer Service will also provide the specific address for your return goods when you request a returns reference.

Stopee recommends keeping all correspondence and sending any formal notices via registered post or email with read receipt to create a paper trail. This protects you if a dispute arises and you need to escalate to a consumer authority.