Manage Ezibuy

How to cancel your ezibuy account and understand your rights in 2025

What ezibuy is and why you might want to cancel

Ezibuy was a New Zealand and Australian online retailer offering clothing, homewares, and other goods through its website and catalogues. The company provided online ordering, subscription options, and a returns policy that many customers relied on for convenient shopping. However, Ezibuy entered liquidation in early 2025, which means you may face delays, service disruptions, or complete cessation of normal operations.

If you hold an active Ezibuy subscription or have pending orders, understanding your cancellation rights and practical options is essential. At Stopee, we believe every consumer deserves clarity when a retailer's circumstances change. This guide walks you through what to do, what to expect, and how to protect yourself.

Current status and what changed

Ezibuy's liquidation in early 2025 means online services and customer policies may no longer operate as before. Your refunds, returns, and cancellations may take longer to process, or may not be honoured in full. Information in this guide is based on publicly available policies documented through mid-2023 and into 2024, but the company's current ability to honour these terms is uncertain.

Why cancellation matters now

If you have an active subscription, you may still be charged even though services are compromised. If you placed an order before the liquidation, dispatch and returns may be frozen or severely delayed. Stopping future charges and understanding your consumer rights under New Zealand law is your best protection.

Your consumer rights under new zealand law

New Zealand's Consumer Guarantees Act 1993 protects you, regardless of what Ezibuy's terms say.

What the consumer guarantees act covers

Under the Consumer Guarantees Act, goods must be of acceptable quality, fit for purpose, and as described. If Ezibuy supplied faulty items, misdescribed products, or goods that fail within a reasonable timeframe, you have the right to a refund, repair, or replacement. This law overrides Ezibuy's "no cancellation" policy if the goods themselves are defective.

The Act also protects you if services (like a subscription) are not provided with due care and skill, or are substantially unfit for purpose. Given Ezibuy's liquidation, if your subscription benefits vanish or are undeliverable, you have grounds to pursue a refund via the Commerce Commission or small claims process.

Key protections you hold

• Refunds for faulty or misdescribed goods, even if the retailer's policy says "final sale"
• Refunds or compensation if services promised (like subscription access) are not delivered
• The right to escalate complaints to the Commerce Commission if Ezibuy ignores your claim
• Small claims court access if the value is under NZD $15,000 and you choose to pursue it

How to cancel your ezibuy subscription or order

Ezibuy's official policy forbids post-order cancellations once placed, but your practical options depend on where your order is in the fulfilment cycle.

Stopping an active subscription immediately

1. Log into your Ezibuy account on their website or smartphone app if access is still available
   • If the website is down or inaccessible due to liquidation, proceed to step 2
2. Navigate to your account settings or subscription management section
   • Look for a "Manage Subscription," "Billing," or "Renewals" tab
   • Select the subscription you wish to cancel
   • Choose "Cancel" or "Stop Renewal"
3. Confirm the cancellation and save your confirmation email or screenshot
   • Write down the date, time, and confirmation number if provided
   • This proves you acted in time if a final charge appears
4. If the website is unavailable, contact Ezibuy customer service immediately by phone or email (see contact details below)
   • State clearly: "I wish to cancel my subscription effective immediately. Please confirm cancellation in writing."
   • Record the date, time, and name of the representative who helped you

Pro tip: If Ezibuy's online systems are down due to liquidation, your email cancellation request creates a time-stamped record. Send it to all listed contact addresses and request a written confirmation reply.

Cancelling an order before dispatch

1. Check your order confirmation email immediately for the estimated dispatch date
   • If dispatch is within the next 48 hours and you placed the order today, you have a narrow window
2. Contact Ezibuy customer service by phone or email and explain that you wish to cancel before dispatch
   • Reference your order number, email address, and the reason (if relevant)
   • Acknowledge that Ezibuy's policy states cancellations are not permitted, but request an exception given the liquidation context
3. Ask for written confirmation of cancellation status and any refund timeline
   • Do not assume cancellation is complete until you receive confirmation
4. If Ezibuy refuses, you can escalate to the Commerce Commission if you believe the refusal breaches the Consumer Guarantees Act (see Rights section above)
   • Keep all email and call records

Warning: Ezibuy's stated position is that cancellations are not permitted once an order is placed. However, during a liquidation, courts and consumer authorities may look favourably on cancellation requests, especially if you contact them before dispatch. Your argument is stronger if you act within 24 hours of ordering.

Dealing with orders already dispatched

1. When the courier arrives, you have the option to refuse delivery
   • This sends the parcel back to Ezibuy at no cost to you
   • Inform the courier that you refuse the parcel
   • Request a signature or proof of refusal
2. Alternatively, accept the parcel and initiate a return within 30 days if the item is unused and in original condition
   • See the "Will I get a refund?" section below for return address and excluded items
3. Contact Ezibuy customer service to flag the refusal or return and ask for a refund timeline
   • Given the liquidation, refunds may be delayed or processed by liquidators

Ezibuy subscription plans and pricing

Below are the subscription options Ezibuy offered as of mid-2023; current availability is uncertain due to liquidation.

If you subscribed to an annual plan, your stakes are higher. Stopping the subscription immediately is crucial, as you may be entitled to a pro-rata refund for unused months if you invoke the Consumer Guarantees Act (since liquidation disrupts the service you paid for).

Will i get a refund?

Ezibuy's refund policy before liquidation differentiated between change-of-mind returns and faulty goods; the reality now depends on the liquidation process.

Change-of-mind returns (pre-liquidation policy)

Under Ezibuy's stated terms, you could return items for a refund if they were unused, in original condition, and returned to their New Zealand Distribution Centre within 30 days. However, many categories were excluded from this policy.

• Final Sale Items
• Third-party seller items
• Personalised gifts
• Swimwear, underwear, and earrings
• Beauty products
• Marketplace products
• Outlet styles

If you returned to a physical Ezibuy store, change-of-mind returns were issued as a Credit Note or Gift Card, not cash refunds. Given liquidation, physical stores may be closed, and Credit Notes are now worthless.

Faulty or misdescribed goods (Consumer guarantees act protection)

If goods arrived faulty, damaged, or not as described, your right to a refund, repair, or replacement exists under the Consumer Guarantees Act, regardless of Ezibuy's exclusions. The liquidation does not erase this right; it may slow the process, but you can pursue the claim through the liquidators or the Commerce Commission.

Subscription refunds during liquidation

If you paid for a subscription and Ezibuy ceased delivering the service, you have a strong argument for a pro-rata refund under the Consumer Guarantees Act. Document when you cancelled and what service benefits you lost. Submit a claim to the liquidators with evidence.

Pro tip: At Stopee, we advise all consumers to request refunds in writing to every contact address listed (both Australian and New Zealand). Liquidators process claims more fairly when there is a documented paper trail, and your written request creates a legal timestamp.

What happens after you cancel your subscription

Cancellation during a liquidation is unusual; you may experience delays or confusion.

Timing and processing

Once you cancel (or refuse an order), Ezibuy should process it immediately in normal circumstances. However, given the company is in liquidation, processing may take weeks or months. The liquidators prioritise asset recovery; customer refunds are lower priority, though still legally due.

Final charges and disputes

If a charge appears after you cancelled, contact your bank or credit card issuer immediately and dispute the charge. Provide your cancellation confirmation email or documentation. Your bank can often reverse the charge within 30 days (or longer, depending on your institution).

Additionally, lodge a formal complaint with the Commerce Commission, attaching your cancellation proof. The Commission can escalate pressure on liquidators to honour cancellations and refunds.

Account and data retention

Ezibuy will likely retain your account data and order history as part of the liquidation process. If you wish your data deleted, you can request it under the Privacy Act 2020, but the liquidators may need to keep records for creditor and legal purposes. Submit any data deletion request in writing and expect a slow response.

Common mistakes when cancelling ezibuy

Liquidations create panic and confusion, and it's easy to make cancellation errors that cost you money or weaken your refund claim.

Assuming online cancellation worked without confirmation

If you clicked "Cancel" on Ezibuy's website during liquidation, the system may have crashed or logged the request inconsistently. Never assume a digital cancellation is complete without receiving a confirmation email within 24 hours. If you do not receive confirmation, follow up by phone or email immediately.

Not recording cancellation details

Take a screenshot of every cancellation screen, save every confirmation email, and write down the date, time, and person's name if you spoke to customer service by phone. When a liquidation occurs, your paper trail is your power. At Stopee, we have seen countless consumers lose refund disputes simply because they did not document the cancellation attempt.

Accepting a credit note or gift card instead of demanding a refund

If you returned an item to a physical store, Ezibuy may have issued a Credit Note or Gift Card. Now that the company is in liquidation, these vouchers are likely worthless. Do not accept them as a substitute for a cash refund. Instead, request a refund of your original payment method in writing. If the store refuses, escalate to the Commerce Commission.

Missing the 30-day return window

Ezibuy's stated policy required returns within 30 days. However, the Consumer Guarantees Act allows longer claims for faulty goods (typically up to six years for durability). If your item is genuinely faulty or misdescribed, you are not bound by Ezibuy's 30-day limit under consumer law. Document the fault clearly and submit your claim promptly to the liquidators.

Stopee's checklist for cancelling ezibuy

Use this checklist to ensure you have covered all bases and protected your refund rights.

How to contact ezibuy for cancellation support

Because Ezibuy entered liquidation in early 2025, contact methods and response times are unreliable. Try all available channels and keep records of your attempts.

Customer service contact details

Ezibuy's primary mailing address for complaints and correspondence, as listed in their Terms and Conditions, is an Australian PO Box:

PO Box 291, Epping NSW 2121, Australia

For New Zealand-specific matters, you may also try:

Ezibuy New Zealand Distribution Centre (for returns and dispatch inquiries)

Check Ezibuy's website (if still operational) or your account for a dedicated New Zealand office address or phone number. If the website is down, contact the Commerce Commission for the liquidators' contact details.

Escalation: commerce commission

If Ezibuy does not respond to your cancellation or refund request within 10 working days, or if you believe your Consumer Guarantees Act rights have been breached, lodge a complaint with the Commerce Commission:

Commerce Commission
Email: complaints(at)comcom.govt.nz
Phone: 0800 943 600 (free call)
Website: www.comcom.govt.nz

Provide your order number, subscription details, cancellation date, and all supporting documentation. The Commission can pressure liquidators to honour your claims and may investigate if Ezibuy violated consumer law.

Final thoughts: protecting yourself during ezibuy's liquidation

Cancelling Ezibuy during liquidation is more complex than cancelling a normally operating retailer, but your rights are stronger, not weaker. New Zealand's Consumer Guarantees Act protects you, and the Commerce Commission exists to enforce those protections when companies fail.

Act quickly: cancel subscriptions immediately, refuse or return orders, and document everything. Do not accept Credit Notes or Gift Cards as refunds. If Ezibuy or its liquidators refuse your claim, escalate to the Commerce Commission without hesitation.

Stopee has helped thousands of consumers navigate difficult cancellations and secure refunds they were entitled to. Whether you are fighting a stubborn retailer or pursuing a claim through liquidation, your consumer rights are real, and Stopee is here to guide you through every step. Visit Stopee at stopee.com to explore more cancellation guides, find contact templates, and connect with consumer advocates who understand your rights.