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Cancel Esalon: The Right Way
How to cancel eSalon and protect your money in new zealand
What eSalon is and why you might cancel
eSalon is an at-home hair colour service that sends you personalised colour kits based on your hair type and preferences. They operate subscription plans and one-time purchases, with the ability to manage your account online or through mobile apps. Many New Zealand customers sign up for the convenience, but autoship plans can catch you off guard if you forget to pause or cancel before the next shipment prepares.
You might cancel eSalon because the colour formula did not work for your hair, you found a cheaper alternative, or you simply no longer want the recurring charges. Whatever your reason, Stopee is here to guide you through the exact steps and your rights under New Zealand law.
ESalon pricing in new zealand
Below are the main eSalon options available to New Zealand customers, including one-time and recurring pricing.
| Plan type | Price (NZ$) | Billing cycle | Key features |
|---|---|---|---|
| One-time colour set | NZ$67.50 | One payment only | Custom formula, no renewal |
| Flex plan (autoship) | NZ$54.00 | Every 6-8 weeks | 20% discount, pause or cancel anytime |
Your consumer rights under new zealand law
New Zealand's Consumer Guarantees Act and Fair Trading Act protect you when you purchase goods like eSalon colour kits. Understanding these rights is your first line of defence if the service fails to deliver what was promised.
Consumer guarantees act protections
Under the Consumer Guarantees Act 1993, goods supplied to you must be of acceptable quality, fit for purpose, and match any description given at the point of sale. If your eSalon colour kit does not perform as advertised, you have the right to request a remedy. eSalon's own 30-day satisfaction guarantee aligns with this law, but your statutory rights go further and may extend beyond 30 days in certain circumstances.
Cooling-off rights and contract law
New Zealand law does not automatically grant a universal cooling-off period for online purchases of goods (unlike some countries), but distance-selling obligations still apply. If you purchased eSalon through a third-party platform like the Apple App Store or Google Play, that platform's refund policy may offer additional protection. Stopee recommends checking your email receipt to confirm the seller and applicable terms.
How to cancel eSalon via the website or app
Cancelling your eSalon subscription depends on where you purchased and how you manage your account. Follow the method that matches your situation to stop future charges before the next shipment prepares.
Cancel via the eSalon website
If you manage your eSalon account directly through their website, you can cancel your autoship plan in three simple steps.
- Visit esalon.com and log in with your email and password.
- If you cannot remember your password, click "Forgot password" and check your email for a reset link.
- Navigate to your account settings or "My Subscriptions" (usually found in a dropdown menu or account dashboard).
- Look for your active Flex Plan or autoship order.
- Select "Cancel subscription" or "Pause next shipment" and confirm your choice.
- Warning: Cancel at least 24 hours before your shipment is marked as "in preparation" to avoid being charged for an order you do not want.
- Pro tip: Check the "Upcoming shipment" date on your dashboard to know your cancellation deadline.
Cancel via apple app store (iOS)
If you subscribed to eSalon through your Apple account, you must cancel through Apple's settings to prevent recurring charges.
- Open the Settings app on your iPhone or iPad.
- Scroll down and select your name at the top.
- Tap "Subscriptions" (you may see this under "Media & Purchases" on some devices).
- Find and select eSalon from the list of active subscriptions.
- Tap "Cancel Subscription" and confirm your cancellation.
- Apple will show you your refund eligibility. If you cancel within 14 days of the purchase date and have not yet received the service, you may qualify for a full refund.
- Pro tip: Keep your cancellation confirmation screen and email receipt for dispute purposes.
Cancel via google play store (Android)
Cancelling an Android subscription follows a similar path through Google's subscription centre. You keep access to your eSalon account until the current billing period ends.
- Open the Google Play Store app on your Android phone or tablet.
- Tap the profile icon in the top right corner.
- Select "Payments and subscriptions" and then "Subscriptions".
- Scroll to eSalon and select it.
- Tap "Cancel subscription" and follow the prompts to confirm.
- Google Play allows refunds within 48 hours of purchase if you have not yet accessed the service. After that, refunds are at eSalon's discretion.
Cancel by post or email
If you prefer a formal written record or experience technical issues with the above methods, you can cancel eSalon by sending a cancellation request to their US office address listed in their terms of service. See the cancellation address section at the end of this guide for contact details. Stopee recommends sending your request by registered mail or email so you have proof of delivery.
What happens after you cancel eSalon
Cancelling eSalon stops future autoship charges, but understanding what happens to your current orders and account is critical to avoid surprise shipments or fees.
Shipments and billing after cancellation
Once you cancel your subscription, no further charges will occur unless your order has already entered the preparation or shipping stage. If your cancellation takes effect more than 24 hours before shipment preparation, you will not be billed. If a kit has already shipped, you cannot cancel that specific order, but you can return it within 30 days for a refund under eSalon's satisfaction guarantee.
Your access to any colour formula data in your eSalon account ends with your subscription. If you need your formula saved for future use (if you reorder later), take a screenshot or note the details before you cancel.
Account data and future reorders
eSalon retains your account data after cancellation, including your colour formula history and shipping address. If you want your account fully deleted, contact eSalon's support team directly and request account removal. Stopee advises that account deletion may prevent you from reordering under the same email address in the future.
Will you get a refund after cancelling eSalon
Whether you receive a refund depends on the timing of your cancellation and the condition of your product. eSalon offers two separate protections: their 30-day satisfaction guarantee and their standard cancellation policy.
ESalon satisfaction guarantee
eSalon promises a 30-day satisfaction guarantee that covers formula reformulations, replacements, or refunds. You must request this within 30 days of your original purchase date. The guarantee is limited to one per customer per product type, so you cannot abuse it for multiple free attempts. Shipping and handling costs are non-refundable.
To claim your guarantee, contact eSalon support with proof of purchase (your order number and receipt email) and explain why the colour did not work for you. They will ask whether you want a reformulation, replacement, or refund. Most customers receive their refund within 10 business days of eSalon receiving proof of return.
Returns and refund processing
Unused products returned within 30 days qualify for a refund of the product price only. Once eSalon receives your returned kit at their address, they process refunds within approximately 10 business days. Shipping costs are non-refundable and you must cover return postage, which can eat into your NZ$67.50 refund for a one-time kit.
Warning: If you paid through Apple or Google, refunds may be processed by those platforms rather than directly by eSalon. Check your app store account for the refund status, as it can take an additional 5-7 business days to appear in your payment method.
Refunds for app store subscriptions
If you bought eSalon through the Apple App Store or Google Play, your refund rights are governed by those platforms, not directly by eSalon. Apple grants a 14-day refund window from purchase if you have not accessed the service; Google allows 48 hours. Outside these windows, refunds are unlikely unless you dispute the charge with your bank.
Common mistakes when cancelling eSalon
Cancelling a subscription can feel stressful, especially when you are trying to avoid an unwanted charge. Many New Zealand customers make preventable errors that delay their cancellation or result in unexpected fees. Stopee has identified the most common pitfalls so you can avoid them.
Waiting until the last minute
The biggest mistake is cancelling too close to your shipment date. eSalon requires at least 24 hours' notice before a kit enters the preparation phase. If your shipment date is in two days and you cancel with less than 24 hours' warning, you will likely still be charged and receive the kit anyway. Mark your calendar with your upcoming shipment date at least one week in advance and cancel earlier rather than later.
Cancelling the wrong subscription
If you manage multiple subscriptions across different platforms (website, Apple, Google), you must cancel each one independently. Cancelling your eSalon website account does not automatically cancel your Apple or Google subscription. Check all three platforms and confirm cancellation confirmations from each before assuming you are fully cancelled.
Relying on app store cancellation alone without checking the website
Some customers cancel via Apple or Google but forget that eSalon's website account remains active. On your next visit to esalon.com, you might accidentally reorder. Log into esalon.com after cancelling via any app store to confirm your subscription status there too.
Not keeping cancellation confirmation evidence
Always save your cancellation confirmation email or screenshot. If eSalon charges you after you cancelled, this evidence proves you took action and strengthens your dispute. Without it, your bank may struggle to process a chargeback in your favour.
Checklist to confirm your eSalon cancellation is complete
Use this checklist to verify that you have cancelled eSalon fully and protect yourself from accidental charges.
| Action | Status | Notes |
|---|---|---|
| Log into esalon.com and confirm subscription is cancelled or paused | [ ] Done | Check "Upcoming shipments" - should show "None" |
| Cancel Apple App Store subscription (if applicable) | [ ] Done | Settings > Subscriptions > eSalon > Cancel |
| Cancel Google Play subscription (if applicable) | [ ] Done | Play Store > Subscriptions > eSalon > Cancel |
| Save cancellation confirmation email or screenshot | [ ] Done | Keep for 90 days in case you need to dispute a charge |
| Check your bank or card statement 1 week after cancellation | [ ] Done | Confirm no unexpected eSalon charges appear |
| Mark your calendar 2 weeks ahead for next would-be shipment date | [ ] Done | Peace of mind that no charge will occur |
How to escalate if eSalon charges you after cancellation
If you cancelled eSalon and still see a charge on your statement, you have options under New Zealand law to recover your money. Stopee helps thousands of New Zealand consumers dispute unfair charges every year, and you can do the same.
Contact eSalon support first
Email or post your cancellation confirmation and request a refund within 14 days of the disputed charge. Many cancellation disputes are resolved once you provide evidence. If eSalon fails to respond within 10 working days, escalate to the next step.
Dispute with your bank or card provider
Contact your bank and request a chargeback or dispute. Provide your cancellation confirmation, screenshots of your account showing the cancellation, and your bank statement showing the unwanted charge. New Zealand banks typically investigate disputes within 10-20 working days. Most chargebacks succeed when you have documented evidence of your cancellation attempt.
Escalate to the commerce commission
If eSalon refuses to refund and your bank's dispute fails, you can lodge a complaint with the Commerce Commission, New Zealand's consumer protection authority. The Commission can investigate misleading billing practices and award compensation. Visit www.comcom.govt.nz to lodge a formal complaint.
Alternatives to cancellation: pause or skip
Before you cancel eSalon outright, consider pausing your subscription instead. If you like the product but want a break, you can pause your next shipment for up to 90 days without losing your account or formula data. Log into esalon.com, select "Pause next shipment," and confirm the pause date. This keeps the door open to reorder later without the friction of re-entering your hair information.
You can also skip a single shipment, which pushes your next order back by one billing cycle. This is useful if you have enough colour left from your last kit.
Why stopee exists and how we can help you cancel
Many companies rely on customer inertia and hidden cancellation processes to keep you subscribed against your will. Stopee was built to flip that power back to you. We provide transparent, step-by-step cancellation guides for hundreds of services so you can quit with confidence and without guilt.
If you have trouble cancelling eSalon or any other subscription, Stopee has helped thousands of New Zealand consumers recover money, document evidence, and escalate disputes with retailers and banks. Visit stopee.com today to explore your cancellation options and join our growing community of empowered consumers. Your subscription, your choice - and we are here to make sure you win.
ESalon cancellation address and contact details
If you prefer to cancel by post or need to escalate a billing dispute, use the address below. eSalon operates from the United States, so allow extra time for mail to arrive.
Mailing address for service cancellations:
eSalon Customer Service
United States
(Refer to eSalon's website at esalon.com for the full street address, as this may update periodically.)
In your letter, include your full name, email address, order number, and a clear statement: "I request cancellation of my eSalon subscription effective immediately. Please confirm in writing that no further charges will occur."
Send your letter by registered post so you have tracking confirmation. Keep a copy for your records. If you do not receive written confirmation within 14 days, follow up with Stopee's escalation guidance above or contact your bank to dispute any subsequent charges. Stopee recommends always combining postal cancellation with a simultaneous email to support@esalon.com for faster response and digital proof of your request.