Manage Truvision

How to cancel truvision in new zealand and protect your refund rights

What truvision is and how it works

Truvision is a direct-sales health and wellness company that operates globally, including in New Zealand. The company sells supplements, weight-management products, and related wellness aids through a combination of retail channels and independent associates or distributors.

Two main ways to buy from truvision

You can purchase products as a one-time order, paying once and receiving your items without future charges. Alternatively, you can enrol in SmartShip (also called autoship), which sets up recurring monthly or bi-monthly shipments to your address until you cancel.

If you've bought through an associate or distributor under an Associate Agreement, you may have different terms for returns and cancellation. Understanding which purchase method you used is your first step toward smooth cancellation.

Why cancellation timing matters

Truvision requires you to cancel SmartShip orders at least 2 full business days before your scheduled shipment date. Miss that window, and the next order will process and charge your payment method. This strict deadline catches many customers off guard, which is why Stopee recommends marking your cancellation deadline on your calendar immediately after you sign up.

Why you might want to cancel truvision

Common reasons new zealand customers cancel

You might have discovered the products don't work as promised, or perhaps the recurring charges became unaffordable. Some customers find the SmartShip terms too rigid or realise the company's claims don't match their personal results. Others simply changed their health priorities or found alternative products that work better for them.

Whatever your reason, Stopee believes you deserve a straightforward cancellation process without guilt or pressure. Your decision to cancel is valid, and you have consumer rights that protect you throughout the process.

Financial impact of delayed cancellation

If you miss the 2-business-day cancellation window, you'll be charged for the next shipment and will need to request a refund or return the items. Depending on how many months you've been enrolled, cancelling promptly could save you significant money, especially if you're paying for multiple products.

Your consumer rights in new zealand

Consumer guarantees act protection

New Zealand's Consumer Guarantees Act (CGA) gives you statutory rights that override any company policy. Under the CGA, goods must be of acceptable quality, fit for purpose, and safe. If Truvision products fail to meet these standards within a reasonable timeframe, you can demand a refund, replacement, or repair at no cost to you.

The CGA protects you for up to 6 years from the date of supply, though the burden of proving a fault shifts to the company after 6 months. This means if you discover an issue within 6 months, Truvision must prove the product was not faulty. After 6 months, you must provide evidence that the fault existed at the time of supply.

Fair trading act and misleading claims

The Fair Trading Act prohibits suppliers from making false or misleading claims about products, including exaggerated health or weight-loss claims. If Truvision marketed products with promises that didn't materialise, you may have grounds to dispute charges or demand a refund on those grounds alone. Document any marketing materials or claims that persuaded you to buy, as these become evidence if you need to escalate.

Distance selling and cooling-off periods

If you purchased Truvision products online or by phone (distance selling), New Zealand Consumer Protection law typically grants you a 14-day cooling-off period to change your mind without penalty. This applies to the initial purchase or your first SmartShip order. However, if the product is personalised or opened, some restrictions apply. Stopee recommends asserting this right in writing if you're cancelling very early.

How to cancel truvision SmartShip

Step-by-step cancellation via phone

Calling customer support is often the fastest way to cancel and receive immediate confirmation. You'll speak to a representative who can verify your account and process the cancellation instantly.

1. Locate your Truvision account details, including your customer or order number.
   • Check your welcome email or most recent invoice for this information.
   • Note the date of your next scheduled shipment if you can find it.
2. Call Truvision's New Zealand customer support line: +64 9 811 7073.
   • Call during business hours (typically 9am to 5pm Monday to Friday).
   • Have your details ready to speed up the process.
3. Tell the representative clearly: "I want to cancel my SmartShip subscription effective immediately and do not want any further shipments or charges."
   • Avoid vague language like "I want to pause" unless you truly mean to pause.
   • Be specific: "Cancel my account" not "I'm thinking about cancelling."
4. Ask the representative to confirm the cancellation date and provide a reference number.
   • Request they email you a cancellation confirmation to your registered email address.
   • Note the reference number they give you; save it in a safe place.
5. Before hanging up, verify: "Will I be charged again, and when will the cancellation take effect?"
   • Clarify whether the next shipment has already been dispatched (and if so, your refund options).
6. Hang up only after you have written confirmation (email or reference) in hand.
   • Pro tip: Screenshot or print the confirmation email immediately.
   • Save the confirmation in a folder labelled "Cancellations" for your records.

Cancellation via email

If you prefer written confirmation or have time constraints around phone availability, email is a valid method. Email leaves a paper trail and is especially useful if you later need evidence of cancellation.

1. Compose a clear email to: australia@truvisionhealth.com
   • Use the subject line: "Cancellation Request - SmartShip Subscription - [Your Name]"
2. In the email body, include:
   • Your full name and customer or account number
   • Your registered email address
   • The statement: "I wish to cancel my SmartShip subscription effective immediately. Please confirm this cancellation and provide a reference number. I do not wish to receive any further shipments or charges."
   • Your phone number (optional but recommended for follow-up)
3. Send the email and note the exact date and time you sent it.
   • Truvision must receive your cancellation request at least 2 full business days before the scheduled shipment to prevent the next charge.
   • If you're close to the deadline, follow up with a phone call to confirm receipt.
4. Watch for a reply confirming cancellation within 1 to 2 business days.
   • Warning: If you don't receive confirmation within 2 business days and your next shipment date is approaching, call customer support immediately to verify the email was processed.

Cancellation via mobile app

If Truvision offers a mobile app and your SmartShip is managed through it, you may be able to cancel directly within the app.

1. Open the Truvision mobile app and log in with your credentials.
2. Navigate to "Account," "Subscriptions," or "Orders" (exact wording varies by app version).
3. Select your active SmartShip order or subscription.
4. Tap "Cancel Subscription" or "Pause SmartShip" (ensure you select cancel, not pause).
5. Follow the on-screen prompts to confirm cancellation.
6. Take a screenshot of the cancellation confirmation screen.
   • Pro tip: Email that screenshot to yourself and to australia@truvisionhealth.com with a follow-up message: "Please confirm receipt of my in-app cancellation submitted on [date]."

Cancelling purchases made through app store or google play

Apple app store cancellation

If your Truvision subscription was purchased through the Apple App Store, you must cancel through Apple's platform, not directly with Truvision. App-based subscriptions have separate billing and terms.

1. On your iPhone or iPad, open Settings and tap your name at the top.
2. Select "Subscriptions."
3. Find the Truvision subscription in the list.
4. Tap "Cancel Subscription" or "Edit Subscription."
5. Confirm the cancellation.
   • Your subscription will remain active until the end of your current billing period, then stop renewing.
   • You will not be charged again after that date.

Google play cancellation

Android users follow a similar but slightly different process through Google Play.

1. Open the Google Play Store app on your Android device.
2. Tap your profile icon in the top right.
3. Select "Manage subscriptions."
4. Choose the Truvision subscription.
5. Tap "Cancel subscription" and confirm.
   • Your current subscription period will continue until the renewal date; no further charges will occur after that.

What happens after you cancel

Your account and future access

Cancellation removes you from recurring charges, but your account data remains with Truvision unless you request deletion. You can still access your order history and account profile if you log in, which is useful for tracking refunds or returns.

If you want all your personal data deleted (name, address, payment details), contact Truvision customer support and request permanent account deletion. Under New Zealand privacy law, they must delete your information upon request, though they may retain it for compliance or legal purposes for a limited period.

Shipments and refunds for pending orders

If you cancel before the 2-business-day deadline, the next shipment will not be processed or charged. Your account balance is cleared, and no refund is needed.

If a shipment has already been dispatched or charged after your cancellation request, Stopee advises you to contact customer support immediately with your cancellation confirmation. You're entitled to a refund or return under Truvision's policy and New Zealand consumer law.

Refund policy and your rights

Standard product returns and refunds

Truvision's published policy offers a 90% refund (less shipping costs) for products in marketable, unopened, or resalable condition if returned within 30 days of delivery. This applies to one-time purchases and unopened SmartShip products.

The 30-day window is company policy and is separate from your statutory rights under the Consumer Guarantees Act. If a product is faulty or doesn't match its description, you can claim under the CGA even after 30 days, provided you report the issue within 6 months of purchase.

Associate and distributor returns

If you purchased through an Associate Agreement, Truvision offers a more generous 90% refund on marketable products and sales aids returned within 12 months. This longer window is a key benefit of associate purchases.

Before returning items, email australia@truvisionhealth.com or call +64 9 811 7073 to request a return authorisation number. Include the number on your return package. Without authorisation, your return may be rejected or delayed.

Refund timelines

Once Truvision receives your returned items, they typically process refunds within 5 to 10 business days. The refund is credited to your original payment method. If you don't see the refund after 10 business days, follow up with customer support and provide your return tracking number and reference.

Truvision pricing and plan types in new zealand

Understanding truvision's pricing structure

Truvision prices vary by product, region, and purchase method. Prices differ between one-time purchases and SmartShip subscriptions, with subscriptions often offering a modest discount. Associate or distributor purchases may have alternative pricing and different terms.

Since prices change regularly and are not publicly listed in a single location, the table below outlines the plan types and typical conditions rather than fixed prices.

How to find your product price

Visit the Truvision website or contact customer support at australia@truvisionhealth.com to confirm current pricing for your product. If you're considering a refund or cancellation due to price, remember that Stopee empowers you to cancel anytime you're unhappy-price increases alone are a valid reason to reassess your subscription.

Common mistakes to avoid when cancelling

Missing the 2-business-day deadline

The most costly mistake is failing to cancel at least 2 full business days before your scheduled shipment. Once Truvision processes the order, you cannot stop the charge, though you can request a refund or return the unopened items.

Pro tip: Set a phone reminder 3 days before your next scheduled shipment, giving you a buffer to cancel on time.

Confusing "pause" with "cancel"

Some customers accidentally pause their subscription instead of cancelling it. A paused subscription will resume and charge you again when the pause period ends. If you want to end SmartShip permanently, use the word "cancel" explicitly and ask for written confirmation that your subscription is terminated, not paused.

Assuming cancellation is automatic

Cancelling via phone or email requires active confirmation from you. Truvision does not cancel accounts automatically based on inactivity or ignored emails. Always request and receive written confirmation (email or reference number) before assuming you're no longer enrolled.

Forgetting to document the cancellation

If you cancel verbally and a charge appears later, you'll struggle to prove you cancelled unless you have a reference number or email confirmation. Save every email, screenshot, and reference number in a folder labelled "Truvision Cancellation" or similar. This becomes crucial if you need to dispute a charge with your bank or escalate to Stopee for advocacy.

Not requesting a reason or confirmation

Before you hang up or send your email, always ask for and document: the exact cancellation date, a reference or confirmation number, and confirmation that no further charges will occur. These details protect you if Truvision disputes that you ever cancelled.

Cancellation checklist for new zealand customers

Use this checklist to ensure a smooth, legally protected cancellation:

Contact information for truvision in new zealand

How to reach truvision customer support

Truvision operates from its U.S. headquarters in Draper, Utah, but provides a New Zealand phone line for local customer support. Use this contact information to cancel, request refunds, or escalate disputes:

• New Zealand phone line: +64 9 811 7073 (Monday to Friday, typically 9am to 5pm NZDT)
• Email (Australia / New Zealand region): australia@truvisionhealth.com
• Mailing address: No dedicated New Zealand postal address is publicly listed. Use the email or phone line for all inquiries and returns.

Escalation and dispute resolution

If Truvision refuses to cancel or honour your refund rights, Stopee recommends escalating to the Commerce Commission (New Zealand's consumer authority). You can file a complaint at www.comcom.govt.nz or contact them directly about misleading claims, unfair contract terms, or refusal to honour consumer rights.

Additionally, your bank or credit card provider can dispute unauthorised charges or chargebacks if Truvision continues to charge you after cancellation. Request a chargeback within 120 days of the disputed transaction for maximum protection.

Final thoughts and next steps

Cancelling Truvision is straightforward once you know the 2-business-day deadline and your contact options. New Zealand law protects you throughout the process, and your consumer rights under the Consumer Guarantees Act and Fair Trading Act override any company policy that conflicts with them.

Whether you're cancelling due to cost, results, or simply a change of priorities, your decision is valid and deserves respect. Stopee has helped thousands of New Zealand consumers cancel unwanted subscriptions confidently and on time. Document every step of your cancellation, keep your confirmation, and reach out to your bank or the Commerce Commission if Truvision resists.

Visit Stopee at stopee.com to learn more about protecting your consumer rights, exploring dispute resolution options, and understanding your statutory entitlements. Stopee is here to empower you at every stage of the cancellation journey.