Manage Amazon Prime

How to cancel amazon prime in new zealand and understand your refund rights

What amazon prime offers in new zealand

Amazon Prime in New Zealand is primarily a streaming service, not a bundled shipping membership like in other countries. You subscribe to Prime Video to watch movies, TV shows, and exclusive content on multiple devices, with the option to download for offline viewing.

The service is sold directly through Amazon's website and also through third-party platforms like the Apple App Store and Google Play. How you sign up matters because it affects how you cancel and whether you qualify for a refund. At Stopee, we help thousands of New Zealand consumers navigate these distinctions so you cancel through the right channel.

Prime video plans available to you

Amazon offers Prime Video on a monthly subscription basis in New Zealand. There is no annual Prime shipping bundle currently available in your region; the focus is streaming-only. Pricing is set in NZD and displayed on Amazon's website.

Where you might have signed up

You may have subscribed directly on Amazon.co.nz, through Apple's App Store (on iPhone or iPad), through Google Play (on Android devices), or via a promotional or gift code. Each of these sign-up paths has different cancellation steps and refund rules, so identifying where you subscribed is your first move.

Your consumer rights under new zealand law

New Zealand's Consumer Guarantees Act and Fair Trading Act protect you when you cancel digital subscriptions. Understanding these rights strengthens your position if Amazon refuses a refund or makes cancellation difficult.

What the consumer guarantees act means for you

Under the Consumer Guarantees Act, goods and services must be of acceptable quality, fit for purpose, and safe. If Prime Video is not performing as advertised (frequent buffering, crashes, unavailable content), you may have grounds to request a refund or compensation, even after the initial cancellation window.

Amazon must also be transparent about subscription terms. If the cancellation process is deliberately hidden or misleading, that breaches fair trading principles. Stopee advises that you document any unfair practices in writing for potential escalation to the Commerce Commission.

The 14-day right of withdrawal

As of current policy, you have 14 days from your purchase date to cancel Amazon Prime and receive a full refund if you have not used Prime benefits (such as streaming or downloading content). After 14 days or if you have used the service, Amazon may offer a partial prorated refund or refuse one entirely, depending on usage and the updated policy effective 9 May 2025.

What changes from 9 may 2025

Amazon's refund policy is being updated. From that date, you can request a full refund at any time if you have not used any Prime benefits during your membership period. However, if you have used Prime benefits (watched content, downloaded shows), Amazon will not provide a refund under the new rule. This is a significant shift that gives you more flexibility if you cancel early but limits options after you start using the service.

When you should cancel amazon prime

Cancelling makes sense in several common situations. Stopee recognises that your circumstances change, and the service may no longer fit your needs or budget.

Reasons to cancel

• You no longer watch enough content to justify the monthly cost
• You have found better value in other streaming services
• You are experiencing technical problems (buffering, app crashes, missing content) and Amazon has not resolved them
• You signed up on trial and want to stop before being charged
• You are cancelling because you are moving overseas or changing internet providers
• You subscribed by accident and noticed within the refund window

Reasons you might keep it

• You actively use Prime Video at least once or twice per week
• There is exclusive content you cannot find elsewhere
• You want to commit to the service knowing refunds are limited after 9 May 2025 if you use it
• The monthly cost fits comfortably in your entertainment budget

How to cancel amazon prime in new zealand

Your cancellation method depends on where you signed up. Stopee has mapped out each path so you follow the correct steps and avoid delays.

Cancel if you signed up directly on amazon.co.nz

1. Sign in to your Amazon account on a web browser at amazon.co.nz
   • Use the email address and password you registered with
   • If you cannot remember your password, click "Forgot password?" and follow the email reset link
2. Navigate to "Your Account" from the top-right menu
   • Look for a user icon or "Account" link in the top navigation
   • Select "Your Account" or "Login and Security"
3. Find "Memberships & Subscriptions" or "Prime Membership"
   • Scroll down to locate subscription settings
   • Click on the Prime Video section
4. Select "Manage Membership" or "Manage Prime Video"
   • You will see your current plan and renewal date
   • Look for a button that says "Cancel membership", "End membership", or "Manage subscription"
5. Follow the on-screen prompts to confirm cancellation
   • Amazon may offer a discount to keep you as a customer; decline if you want to cancel
   • Complete the cancellation and you will receive a confirmation email
6. Request a refund if you are within the 14-day window and have not used Prime benefits
   • Contact Amazon customer service with your refund request within 14 days of purchase
   • Include your order confirmation and a brief reason (e.g., "Cancelled within 14 days, no content viewed")

Pro tip: Screenshot your cancellation confirmation page before you close your browser. This proof is valuable if Amazon later claims you are still subscribed or disputes a refund.

Cancel if you signed up through apple app store

1. Open the App Store on your iPhone or iPad
   • Tap the profile icon in the top-right corner
   • Select "Subscriptions"
2. Find "Prime Video" in your active subscriptions
   • Tap the Prime Video listing
   • You will see your next renewal date and plan details
3. Tap "Cancel Subscription"
   • Confirm your cancellation choice
   • The App Store will send you a cancellation confirmation email
4. Contact Amazon separately for a refund if applicable
   • Apple refunds are processed through Apple, not Amazon
   • If Apple refuses a refund, escalate to Amazon customer service; Amazon may override the decision if you qualify

Warning: Deleting the Prime Video app from your phone does not cancel your subscription. You must use App Store settings to cancel, or you will continue to be charged.

Cancel if you signed up through google play

1. Open the Google Play Store app on your Android device
   • Tap your profile icon in the top-right corner
   • Select "Manage subscriptions"
2. Find and tap "Prime Video" in your list of subscriptions
   • You will see your plan and next billing date
3. Tap "Cancel subscription"
   • Google Play will confirm the cancellation
   • You will receive a confirmation email from Google
4. Request a refund through Google Play if you meet the criteria
   • Google Play typically allows refunds within 48 hours of purchase
   • Open the Google Play order page and select the Prime Video charge, then tap "Report a problem"

Warning: Uninstalling the app does not cancel your subscription with Google Play. Always cancel through the Google Play Store settings.

Cancel if you used a promotional or gift code

1. Check your email for the original code redemption receipt
   • This will show whether the code was redeemed for 1 month, 3 months, or another period
   • Note the expiration date of the promotional period
2. Log in to Amazon.co.nz and follow the standard cancellation steps above
   • Navigate to "Your Account" and "Prime Membership"
   • Select "Cancel membership"
3. Understand that promotional and gift codes are typically non-refundable
   • Amazon usually does not issue refunds for unused promotional periods
   • You can cancel the subscription before the code expires, but you forfeit the remaining time
4. Contact Amazon customer service if you believe you were charged after redeeming a code
   • Request documentation of what you were charged for
   • Ask for a refund if you were not informed that a charge would follow the free or discounted period

What happens immediately after you cancel

Cancelling Amazon Prime triggers several changes to your account and access. It is natural to feel uncertain about what you will lose, but Stopee is here to clarify exactly what occurs.

Your access to prime video content

When you cancel, you retain access to Prime Video until the end of your paid billing period. If you cancel on 15 March and your next renewal is 10 April, you keep full access to all content until 10 April. After that date, you will be locked out unless you resubscribe.

If you are eligible for an immediate refund (within 14 days, no usage), your access may end sooner depending on Amazon's processing. Contact Amazon to clarify the exact end date if you are requesting an expedited refund.

Automatic renewal and future charges

Once you cancel, Amazon will not renew your subscription or charge you again. No automatic payments will be taken from your credit card or payment method after your current period ends. This is one of the most important protections: cancellation stops all future billing.

If a charge appears on your bank statement after cancellation, contact Amazon immediately and request a reversal. This could indicate a system error or an unauthorised reactivation.

Your amazon account, watchlists, and purchase history

Cancelling Prime does not delete your Amazon account or your purchase history. Your saved payment methods, shipping addresses, wishlists, and order history remain intact. You can still use Amazon to shop for physical goods; only Prime Video access is removed.

If you cancel Prime but want to preserve your watchlist, download or screenshot the titles you were watching so you can find them elsewhere or resubscribe later.

Will you get a refund?

Refund eligibility is one of the most confusing aspects of cancelling Prime, and Stopee wants to ensure you understand your options before you cancel. The rules depend on when you subscribed, whether you used the service, and what the current policy allows.

Current refund rules (until 8 may 2025)

Under the existing policy, you are entitled to a full refund if you cancel within 14 days of your purchase and have not used any Prime benefits (such as streaming or downloading content). The 14-day window is a legal right of withdrawal under consumer protection principles.

If you have used Prime benefits during the 14-day period, Amazon may offer a partial prorated refund. For example, if you subscribed for a month at NZD 4.99 and watched content for 7 days before cancelling, Amazon might refund roughly half the fee (NZD 2.50). However, partial refunds are at Amazon's discretion, not guaranteed.

After 14 days, no refund is typically available under the current rules unless you can prove a technical fault, unfair cancellation process, or breach of consumer law.

New refund rules from 9 may 2025

Amazon is updating its refund policy to be more customer-friendly in some respects and stricter in others. From 9 May 2025, you can cancel at any time and receive a full refund if you have not used any Prime benefits during the membership period, even after 14 days have passed. This is a significant expansion of your refund window.

However, the trade-off is strict: if you have used Prime benefits after 9 May 2025 (watched even one title or downloaded one show), Amazon will not issue a refund. There is no partial refund option under the new rule if you have used the service. This means you need to decide quickly whether you will use Prime or cancel and seek a refund.

Refund eligibility checklist

How to request a refund from amazon

1. Sign in to your Amazon account and navigate to "Your Account" and "Returns, Orders & Settings"
2. Find your Prime Video charge in your order history
3. Click "Return or manage" next to the charge
4. Select "Return this item" or "Request a refund"
5. Choose a reason from the dropdown (e.g., "Changed my mind", "Item defective", "Did not use the service")
6. Submit your refund request with any additional comments
7. Amazon will review your request and respond within 5-7 business days

Pro tip: If you subscribed via App Store or Google Play, contact the app store first because they handle the initial refund. If the app store refuses, escalate to Amazon with documentation of the refusal.

Common mistakes that delay or prevent cancellation

Many New Zealand customers accidentally make cancellation harder than it needs to be. These mistakes often stem from confusion about where they subscribed, not carelessness, so recognise these pitfalls now and you will avoid them.

Deleting the app instead of cancelling the subscription

This is the single most common error. You delete the Prime Video app from your phone, believe the subscription is gone, and then a charge appears on your bank statement weeks later. Deleting the app changes nothing; the subscription continues and renews automatically. You must cancel through the subscription settings on App Store, Google Play, or Amazon.co.nz directly.

Assuming you cancelled when you only paused or put a hold on the subscription

Amazon sometimes offers a pause option instead of full cancellation. If you pause your subscription, you avoid charges for a set period (e.g., 3 months), but the subscription reactivates automatically after the pause ends. If you truly want to cancel, select "End membership" or "Cancel subscription", not "Pause" or "Skip".

Cancelling in the wrong location if you subscribed via a third party

If you signed up through App Store or Google Play, cancelling on Amazon.co.nz will not work. You must cancel where you subscribed. Similarly, if you signed up directly on Amazon, you cannot cancel through App Store settings. Identify the correct location first and then follow the platform-specific steps.

Ignoring promotional code non-refund terms

Promotional and gift codes come with terms stating they are non-refundable. If you redeem a code and then decide you do not want Prime, you typically cannot recover the code's value. Read the terms before redeeming, and only redeem codes if you genuinely want to commit to the trial period.

Missing the 14-day refund window

If you do not request a refund within 14 days of your purchase (under the current policy), your chance for a refund is lost. Mark your calendar or set a phone reminder on day 12 if you think you might want to cancel. After 9 May 2025, this deadline expands to unlimited time if you have not used the service, but if you use it, you forfeit the refund right.

Escalation: what to do if amazon refuses your cancellation or refund

If Amazon blocks your cancellation request, refuses a refund you are entitled to, or makes the cancellation process deliberately difficult, you have escalation options. Stopee advises that you document every interaction and know your consumer rights.

Contact amazon customer service in writing

1. Email Amazon support with a clear subject line: "Refund request for Prime Video subscription - Order #[your order number]"
2. Explain your situation concisely, including the date you subscribed, the amount charged, and why you believe you qualify for a refund
3. Attach screenshots of your account, the charge, and any relevant communications
4. State the specific consumer law you are relying on (e.g., "14-day right of withdrawal under consumer protection rules" or "Consumer Guarantees Act entitlement")
5. Request a response within 10 business days
6. Keep a copy of your email for your records

Pro tip: Use Amazon's official "Contact Us" form or email support@amazon.co.nz rather than social media. Written contact creates a paper trail that strengthens your case if you escalate further.

Escalate to the commerce commission if amazon persists

New Zealand's Commerce Commission oversees fair trading and consumer protection. If Amazon refuses to honour your refund right or makes cancellation unreasonably difficult, you can file a complaint with the Commission. Include copies of all correspondence, proof of payment, and your cancellation attempts.

The Commission can investigate whether Amazon is engaging in unfair or deceptive trading practices. While they do not directly process refunds, a complaint creates pressure on Amazon to resolve the issue, and the Commission can recommend or enforce remedies.

Use third-party chargeback if amazon charged you without permission

If you cancelled successfully but Amazon charged you again, contact your bank or credit card issuer. Request a chargeback or dispute on the grounds that the charge was unauthorised. Your bank can reverse the charge and recover the money while an investigation proceeds.

Note the date you cancelled, the date the unauthorised charge appeared, and any evidence that you completed cancellation. This strengthens your chargeback claim.

Pricing and plan comparison

Understanding what you are paying for helps you decide whether cancellation is right for you. Stopee provides transparent pricing so you can evaluate the true cost of keeping Prime versus exploring alternatives.

If you watch Prime Video regularly and value the content at NZD $4.99-$5.99 per month, the subscription is reasonable. If you rarely use it or can find the same titles elsewhere, cancelling saves money immediately.

Cancellation checklist and timeline

Before you cancel, use this checklist to ensure you have covered all steps and maximised your chances of a smooth cancellation and refund (if applicable).

• Confirm where you subscribed (Amazon.co.nz, App Store, Google Play, or promotional code)
• Check the date you subscribed and today's date to determine if you are within the 14-day refund window (or eligible under the new policy from 9 May 2025)
• Verify whether you have used Prime benefits (streamed, downloaded, or accessed any paid features)
• Note your current billing date and the amount you pay per month
• Gather your order confirmation email or receipt
• Screenshot your current subscription status and renewal date before you begin cancellation
• Cancel through the correct platform (Amazon website if you subscribed directly; App Store or Google Play if you subscribed via an app)
• Confirm you receive a cancellation confirmation email within 24 hours
• Request a refund in writing to Amazon customer service if you qualify, including your order number and reasoning
• Keep all correspondence in a folder for 12 months in case a dispute arises
• Monitor your bank statement for any charges after the confirmed end date

Contact information for amazon support and escalation

If you need to cancel, request a refund, or escalate a dispute, use the following channels. Stopee recognises that contacting support can feel daunting, so here are your official options.

Amazon customer service channels

For direct support, visit the "Contact Us" page on Amazon.co.nz. You can chat with a representative, request a callback, or email support. For subscription or refund issues, the email option is best because it creates a written record.

If you subscribed via App Store, contact Apple Support at support.apple.com. For Google Play subscriptions, go to support.google.com/googleplay. Each platform has its own refund and cancellation process, and they cannot cancel subscriptions on the other's behalf.

Consumer escalation contacts

New Zealand's Commerce Commission handles complaints about unfair trading practices and consumer protection breaches. You can lodge a complaint online at www.comcom.govt.nz or call 0800 943 600.

If you subscribed through Apple or Google, you can also file complaints with those companies' consumer support teams. Apple has an appeals process for subscription disputes, and Google allows you to contest refusal through your Google Account settings.

Writing to amazon for formal correspondence

Although there is no dedicated Prime cancellation postal address for New Zealand, you can reference the Amazon Australia Services address in Seattle for written correspondence related to subscription disputes. However, email is faster and more reliable. Keep your letters brief, include your order number and Amazon account email, and request a response within 10 business days.

Why stopee helps you cancel confidently

Cancelling a subscription should not feel like a battle, yet many companies deliberately hide cancellation options and complicate refund requests. Stopee has helped thousands of consumers cancel Amazon Prime and other subscriptions by providing clear, step-by-step guidance tailored to your circumstances.

We know the common traps, the policy changes, and the escalation routes. We empower you with knowledge so you can cancel on your own terms, recover refunds you are entitled to, and avoid future charges. Whether you are cancelling because the service no longer fits your budget or you want to explore other options, Stopee ensures you follow the fastest, most effective path to cancellation.

Your time and money matter. Use this guide to cancel Amazon Prime confidently, and remember: Stopee has your back every step of the way.