Manage Imusic

How to cancel your iMusic subscription and get a refund in new zealand

What iMusic is and why you might want to cancel

iMusic is a Denmark-based online retailer operated by iMusic A/S that sells music-related products, physical media, and in-app purchases to customers worldwide, including New Zealand. The company ships orders from Denmark and handles subscriptions and digital purchases through Apple App Store and Google Play, depending on your platform.

You might be cancelling because you've found a better alternative, received a faulty item, or simply decided the service no longer fits your needs. Whatever your reason, Stopee is here to guide you through every step of the process with clarity and confidence.

How iMusic operates for new zealand customers

iMusic does not maintain a physical office or dedicated cancellation team in New Zealand. All customer service, returns, and cancellations are handled by the Danish head office via email or phone. This means your cancellation request travels internationally, so keeping detailed records becomes even more important.

The company operates under European Union consumer protection rules, which actually work in your favour when claiming refunds. Your rights as a New Zealand customer are protected by both EU consumer law (since iMusic is EU-based) and New Zealand's Consumer Guarantees Act 1993.

When you should cancel iMusic

You should cancel if you no longer use the service, prefer a competitor, or discover that the product or subscription no longer meets your expectations. If you've purchased a physical item and it arrived faulty or incorrect, you have 24 months to lodge a complaint under iMusic's policy and applicable guarantees.

Your consumer rights when cancelling

New Zealand law protects you during cancellation, and iMusic's EU base means you benefit from additional safeguards that many international retailers must honour.

The 14-day right of withdrawal

Because iMusic operates under EU consumer rules, you have a statutory 14-day right to cancel and return items after receiving them, no questions asked. This period begins from the date you receive your order, not the purchase date. This is separate from any express company policy and is a legal minimum you can rely on.

Your cancellation request must reach iMusic within this 14-day window. If you email on day 10, for example, you're within your right. However, the return itself must be initiated within this timeframe and the goods must be back to iMusic within a reasonable period after that.

New zealand's consumer guarantees act 1993

If iMusic sells faulty goods or items that don't match the description, you're protected by the Consumer Guarantees Act. You can demand a refund, repair, or replacement within 24 months of receiving the item. This applies even if iMusic's own terms try to limit your rights.

Stopee recommends using this act as your strongest lever if iMusic refuses a standard withdrawal refund. Reference section 17 or 18 of the Act in your cancellation email, and iMusic will understand you're serious.

Digital and app-based purchases

If you bought through Apple App Store or Google Play, your cancellation rights are determined by those platforms, not by iMusic directly. Apple and Google have their own 14-day refund windows for app purchases and subscriptions. You cancel directly with them, not with iMusic.

How to cancel an iMusic order before shipment

If you've placed an order but it hasn't shipped yet, you can cancel it directly with iMusic customer service. This is the fastest cancellation method and usually results in a full refund without the need to return goods.

Step-by-step cancellation before shipment

1. Check your order confirmation email for your order number. Write it down clearly.
   • If you can't find the email, search your inbox for "imusic" or "order" along with the date you purchased.
2. Contact iMusic customer service immediately via email at info@imusic.dk.
   • Use the subject line: "Cancellation Request - Order [Your Order Number]".
3. In your email, state clearly that you request immediate cancellation.
   • Include your full name, email address, and order date.
   • Write: "I request cancellation of order [number] before shipment. Please confirm receipt and provide a refund timeline."
4. Alternatively, call iMusic directly at +45 86 13 73 43 (Denmark number; international rates apply).
   • Pro tip: Calling is faster because you get immediate confirmation. Write down the name of the staff member and time of call.
5. Request written confirmation of your cancellation via email.
   • Ask iMusic to provide a reference number for your cancellation request.
6. Wait for iMusic to confirm the order has been cancelled and a refund has been initiated.
   • Refunds typically appear within 5 to 14 business days, depending on your bank.

What happens if your order has already shipped

Once iMusic ships your order, you cannot stop delivery. Instead, you must use your legal 14-day right of withdrawal and return the item. This requires you to send the goods back at your own cost (unless iMusic provides a return label), so act quickly.

Warning: If your item is in transit and you're unsure whether it has shipped, check your order status on the iMusic website or contact them immediately. Waiting until the item arrives wastes precious days of your 14-day cancellation window.

How to cancel after receiving your order

Once your iMusic order arrives, you enter the returns and refund phase. You have 14 days from receipt to initiate your withdrawal, though the actual return process may take longer.

Step-by-step return and cancellation

1. Confirm you are within your 14-day withdrawal period.
   • Count from the date the item arrived at your address, not the shipping date.
2. Email iMusic at info@imusic.dk with the subject: "Return Request - Order [Your Order Number]".
   • State that you wish to exercise your 14-day right of withdrawal.
   • Keep this email - it serves as proof of your timely cancellation request.
3. Check iMusic's return and refund policy at their return page for specific instructions.
   • iMusic will provide a return address (typically in Denmark) and may supply a return label.
4. Pack the item securely in its original packaging if possible.
   • If the item was sealed, leave it sealed or ensure it shows no signs of use.
   • Include all original accessories, manuals, and cables.
5. Ship the item back to iMusic's Danish address using a courier that provides tracking.
   • Pro tip: Use New Zealand Post International or a private courier like DHL. Always get a receipt and tracking number.
   • Keep the tracking number and courier receipt - these prove you returned the item on time.
6. Monitor your return via tracking until it reaches Denmark.
   • Once iMusic receives and inspects your return, they will process your refund.
7. Expect your refund within 14 days of iMusic receiving your return.
   • Refunds are credited to your original payment method (credit card, PayPal, etc.).

Cancelling app-based subscriptions

If you purchased a subscription or in-app items through Apple App Store or Google Play, iMusic does not handle cancellations. You must cancel directly through the platform where you bought it.

For Apple subscriptions and purchases, visit Apple support (New Zealand) and follow their cancellation steps. For Android and Google Play, cancel through your Google account settings. These cancellations are instant, but past charges usually cannot be refunded unless you cancel within 14 days of the purchase date.

What refunds you can expect

Your refund depends on which cancellation method you use and whether your item is faulty or simply unwanted.

Refund amounts under the 14-day withdrawal

Important refund conditions

iMusic will not refund your original shipping cost under the standard 14-day withdrawal unless you live outside the EU and the company's policy permits it. However, if the item is faulty or incorrect, you are entitled to a full refund including original shipping under both EU law and the New Zealand Consumer Guarantees Act.

Warning: You are responsible for return shipping costs unless iMusic sent a faulty or wrong item. Budget NZD 40 to 80 for international courier to Denmark. If the item's value is low, the return cost may exceed what you'll recover.

Digital content, downloaded software, and opened sealed items cannot be refunded under EU law if they have been consumed or used after purchase. However, unopened items and subscriptions you cancel remain eligible.

Common mistakes when cancelling iMusic

Cancelling iMusic can feel confusing because the company is based overseas and responses take time. Many customers make costly errors that delay or prevent their refunds entirely.

Mistakes that cost you refunds

• Missing the 14-day deadline: Your cancellation email counts as your request date, not the date your return arrives back in Denmark. Email within 14 days. Stopee strongly recommends emailing on day 5 or 6 to leave a buffer.
• Not keeping proof of return: If your parcel gets lost in transit, you need the tracking number to prove you sent it. Without proof, iMusic may deny your refund claim.
• Damaging the item before return: Opening sealed items or using the product before returning it may disqualify you for a full refund. Check iMusic's policy on what "unused condition" means.
• Cancelling only through the app platform, not iMusic: If you bought directly from iMusic's website, cancelling via Apple or Google won't work. You must contact iMusic directly.
• Not following return instructions: iMusic provides specific return addresses and methods. Sending your return to the wrong address or via an untracked method can mean your refund is lost or delayed.
• Assuming return shipping is covered: It usually is not under the 14-day withdrawal. Budget for it, and if iMusic doesn't provide a return label, ask if they will arrange courier pickup.

How to avoid these mistakes

Email your cancellation request within 7 days of receiving your item, even if you need time to think. Your email counts; you don't have to return the item immediately. Use a courier with tracking, keep your receipt and tracking number for at least 30 days, and take photos of the package and receipt before sending. Reply to iMusic's confirmation emails and reference your order number in every communication. This trail of evidence protects you if there is a dispute.

What happens after you cancel

Cancellation and refund processing take time when you're dealing with an international retailer. Understanding the timeline helps you stay patient and follow up if needed.

Timeline after you request cancellation

What happens to your account

iMusic retains your order records for statutory and customer service purposes. Your account will not be automatically deleted. If you want confirmation of your cancellation in writing, ask iMusic to email you a cancellation certificate; this is useful if you're claiming the refund on insurance or for a dispute.

For digital or app-based purchases, once you cancel your subscription, you lose access to the service immediately. Any future renewal charges will stop, but past charges are not refunded unless you cancel within 14 days of the purchase date.

How to follow up if your refund is delayed

Refunds can take up to 35 days. After 35 days, email iMusic again with your order number and ask for a refund status update. If iMusic does not respond within 5 business days, contact your bank or credit card provider to lodge a dispute. Stopee recommends keeping all email correspondence because your bank may ask for proof that you requested and followed up on the refund.

Cancellation checklist for iMusic

Before you hit send on your cancellation email, use this checklist to ensure nothing is missed.

• I have my order number from my confirmation email.
• I am within 14 days of receiving my item (or within 14 days of my purchase if cancelling before shipment).
• I have written down iMusic's email (info@imusic.dk) and phone number (+45 86 13 73 43).
• My cancellation email includes my full name, email, order number, and clear cancellation request.
• I have taken a screenshot or saved the sent email for my records.
• For returns, I have a tracking-enabled courier ready to ship back to Denmark.
• I have taken photos of the item (sealed and undamaged) before packing.
• I have the iMusic return address from their policy page.
• I have saved my courier tracking number and receipt.
• I have set a reminder to follow up with iMusic if no refund appears within 30 days.

Why stopee makes cancelling easier

Stopee (stopee.com) has helped thousands of consumers cancel subscriptions, return products, and claim refunds from international retailers like iMusic. Our guides walk you through every step, flag hidden charges, and show you exactly how to protect yourself when companies delay or deny refunds.

Unlike generic customer support, Stopee specializes in the cancellation journey. We know where companies hide fine print, what consumer laws protect you, and how to escalate if things go wrong. Stopee is your advocate when a company is unresponsive-we give you the tools to succeed.

Contact iMusic's cancellation office in denmark

iMusic does not maintain a New Zealand office, so all cancellations are processed through their Denmark headquarters. Use these contact details for your cancellation request.

IMusic cancellation contact details

Tips for contacting iMusic

Email is your best option because you get a time-stamped record of your request. iMusic typically responds within 2 to 3 business days, but allow up to 5 days during busy periods. Phone lines may have long waits due to time zone differences. Keep your email short, clear, and professional. Reference the EU Consumer Rights Directive and the New Zealand Consumer Guarantees Act if iMusic refuses a refund without valid reason. This signals that you know your rights and are serious about your claim.

Stopee has guided New Zealand customers through dozens of international cancellations like this one. The key is acting fast, keeping records, and staying calm if responses are slow. Your refund will come-persistence and documentation ensure it. Contact Stopee today if you need additional support navigating your iMusic cancellation or any other subscription issue.