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Cancel Hemper: The Right Way
How to cancel hemper in new zealand and reclaim your money
What hemper is and why you might want to cancel
Hemper is a US-based subscription box service that delivers themed smoking accessories and glassware to your door each month. Each box includes items like glass bongs, tools, cleaning supplies, and other curated accessories, with two main tiers: the standard Hemper Box and the larger Hemper XL Box.
If you've subscribed but no longer want the service, or if the boxes don't match what you expected, cancelling is straightforward-but timing matters. Stopee helps thousands of New Zealand consumers understand their cancellation rights and avoid unnecessary charges, and we're here to guide you through Hemper's process step by step.
Why cancelling matters for your wallet
Monthly subscriptions add up quickly. Hemper charges in US dollars, which means exchange rate fluctuations can push your actual cost in NZD higher than you initially expected. If you're no longer using the boxes or they've disappointed you, stopping the recurring charge is the smartest financial move.
Hemper pricing and what you're paying
Understanding Hemper's pricing structure helps you decide whether the service is worth keeping and informs your cancellation decision.
Current pricing table
| Plan | Cost | Billing cycle | What you get |
|---|---|---|---|
| Hemper Box (standard) | US$39.99 | Monthly | 8+ items including themed glass bong and smoking accessories |
| Hemper XL Box | US$99.99 | Monthly | 14+ items including XL glass bong and premium accessories |
| Storage fees (if applicable) | Variable | One-time | May apply if you request to pause delivery |
Exchange rates and hidden costs
New Zealand customers are typically charged in US dollars, meaning your actual NZD cost varies with the exchange rate. A US$39.99 box might cost you $70-75 NZD depending on the day you're billed. Check your bank statement to see what you're actually paying before you commit to another month.
Your consumer rights and protections under new zealand law
The Consumer Guarantees Act 1993 protects you when you subscribe to services in New Zealand, even if Hemper is based overseas.
What the consumer guarantees act means for your subscription
Under New Zealand law, goods and services must be of acceptable quality, fit for purpose, and delivered within a reasonable timeframe. If Hemper sends you damaged items, wrong boxes, or fails to cancel your subscription on request, you have the right to pursue a remedy-including a refund or credit.
If Hemper refuses to honour your cancellation or process a refund for a faulty box, you can escalate your complaint to the Commerce Commission or seek advice from Consumer NZ. Stopee tracks these rights for you because subscription companies sometimes rely on overseas customers being unaware of their legal protections.
Refund rights if things go wrong
Hemper's standard policy states it does not offer refunds for subscription charges. However, the Consumer Guarantees Act overrides this if:
- You receive damaged or defective items (you have 7 days to report)
- The box is incorrect or doesn't match the description
- Hemper fails to process your cancellation request and charges you anyway
In these cases, you're entitled to a refund, replacement, or repair at no cost to you-regardless of what Hemper's terms say.
How to cancel hemper: step-by-step instructions
Hemper offers two cancellation paths depending on how you're billed. Follow the method that applies to your account to avoid being charged next month.
Cancel via hemper's website or email
This is the most common method if you signed up directly on hemper.co.
- Log into your account at hemper.co using your email and password
- If you've forgotten your password, click "Forgot password" and follow the reset link sent to your email
- Navigate to your account settings or subscription management page
- Look for "My subscriptions," "Billing," or "Manage subscription"-the exact label varies
- Select your active Hemper subscription and click "Cancel subscription" or similar
- Hemper may ask you why you're cancelling; you can skip this or provide feedback
- Confirm your cancellation
- You should receive a confirmation email within minutes
- Warning: If you don't receive a confirmation email within 1 hour, email support@hemper.co with the subject "Cancellation confirmation" and your order number
- Check your email for a cancellation confirmation from Hemper
- Save this email as proof in case you're charged again
- Verify the cancellation took effect by logging in again 24 hours later
- Your subscription status should show "cancelled" or "inactive"
Cancel an app store or google play subscription
If you subscribed through the Hemper app or Apple App Store, you must cancel through that platform, not Hemper's website. Cancelling on the website won't stop app-based billing.
- For Apple App Store subscriptions:
- Open the App Store app on your iPhone or iPad
- Tap your profile icon (top right)
- Select "Subscriptions"
- Find "Hemper" in your active subscriptions list
- Tap "Cancel Subscription" and confirm
- You'll see "Expires on [date]"-the cancellation is confirmed
- For Google Play subscriptions:
- Open the Google Play Store app on your Android device
- Tap your profile icon (top right)
- Select "Payments and subscriptions" or "Manage subscriptions"
- Find "Hemper" under active subscriptions
- Tap "Cancel subscription" and confirm
- Your subscription will end on the next billing date
- Check your email for a cancellation confirmation from Apple or Google
- Pro tip: Apple and Google send separate confirmations from Hemper, so you should receive two emails
Cancel by email if the portal isn't working
If you can't access your account or the website is down, email Hemper directly to request cancellation.
- Send an email to support@hemper.co with the subject line "Cancel my Hemper subscription"
- Include in the body:
- Your full name
- The email address linked to your account
- Your order or customer ID (if you have it)
- A clear statement: "I request cancellation of my Hemper subscription effective immediately"
- Request written confirmation of your cancellation
- Wait for a response within 24-48 hours
- Warning: If Hemper doesn't respond within 48 hours and you're billed again, you have grounds to dispute the charge with your bank or credit card company
Timing: when to cancel to avoid the next charge
The timing of your cancellation directly affects whether you're charged again. Understand these dates to protect your account.
Critical timing rules
Submit your cancellation at least 48 hours before your next renewal date. If you cancel after Hemper has confirmed and packed your current month's box, you'll still receive it-the cancellation only stops future boxes and the next billing cycle.
Check your account to see when your next renewal date falls. Most subscriptions renew on the same day of the month you signed up. If your renewal is in 3 days and you cancel today, you'll likely avoid the charge; if it's tomorrow, you may not.
What if you're already charged?
If Hemper charged you after you requested cancellation, contact support@hemper.co immediately with your cancellation confirmation email and proof of the charge. Stopee advises customers to dispute the charge with their bank if Hemper doesn't refund within 5 business days-this is a legitimate chargeback scenario because you cancelled in good faith.
What happens after you cancel
Cancelling feels final, but your account and relationship with Hemper don't disappear overnight. Here's what to expect.
Your account and data after cancellation
Your account login, order history, and any unused store credit remain in your Hemper portal even after cancellation. You won't lose access to past receipts or tracking information-useful if you need to return an item or dispute a charge later.
Hemper doesn't automatically delete accounts, so if you decide to resubscribe in the future, you can simply log back in. If you want your data completely removed, email support@hemper.co and ask about account deletion (though Hemper may retain some data for legal or billing purposes).
Your current month's box after cancellation
If your box is already in transit when you cancel, you'll receive it-the subscription stops at the next renewal, not immediately. Once delivered, you have 7 days to report any damaged or incorrect items. Keep the packaging and photos of the contents as evidence if you need a refund.
Hemper's refund policy and what you can actually recover
Hemper's stated policy is clear: no refunds for subscription charges. But your actual options depend on the reason you're asking for a refund.
Refund scenarios and your options
Hemper will not refund subscription fees for "change of mind" cancellations. However, if you cancel mid-month and Hemper hasn't shipped your box yet, they may offer store credit (a non-expiring gift card) instead of a refund. This is discretionary-you have to ask.
If you receive a damaged, defective, or incorrect box, Hemper's returns policy allows you to return items within 7 days of delivery. Items must be unused and unworn. Some products like cleaning supplies and rolling papers are non-returnable by default.
Hemper may apply a 50% restocking fee on returned items, and refunds are issued as store credit (not cash back). To claim a return, email support@hemper.co with photos of the damaged item, your order number, and your delivery proof. You'll typically pay for return shipping unless Hemper made the error.
Using store credit as a partial win
If you're stuck with store credit instead of a cash refund, you can use it toward future purchases or sell it to friends. It doesn't expire, so you're not completely out of pocket-but it only has value if you plan to order from Hemper again.
Common mistakes when cancelling hemper
Cancelling a subscription should be simple, but small mistakes can leave you billed for another month. We've seen these slip-ups countless times, and Stopee is here to help you avoid them.
Mistake 1: cancelling on the website if you subscribed via app
Many customers sign up through the Apple App Store or Google Play, then try to cancel on Hemper's website. This doesn't work-the app-based subscription remains active and you're charged again. Always cancel through the platform you used to subscribe (App Store or Google Play).
Mistake 2: not waiting for a confirmation email
You click "cancel," see a confirmation message on screen, and assume you're done. But screen confirmations aren't proof. Wait for and save the confirmation email from Hemper or the app platform. If you don't receive one within 1 hour, contact support immediately.
Mistake 3: cancelling after the renewal date
If your renewal date is today and you cancel this evening, Hemper likely already processed the charge this morning. Cancelling won't reverse it. The next box will ship, and the subscription stops after that. Check your renewal date in advance so you cancel 2-3 days early.
Mistake 4: not checking your bank statement
Assume cancellation worked, then discover a charge on your statement a month later. By then, Hemper may refuse to refund citing their "no refund" policy. Verify your cancellation in the portal 24 hours after requesting it, and check your bank statement on the day before your renewal date. If you're charged unexpectedly, dispute it immediately with your bank.
Hemper cancellation checklist: ensure you're protected
Use this checklist to confirm you've cancelled correctly and can't be charged again.
| Step | Action | Completed |
|---|---|---|
| 1 | Identify your next renewal date (check email or account portal) | [ ] |
| 2 | Decide which cancellation method applies (web, app, or email) | [ ] |
| 3 | Submit cancellation request at least 48 hours before renewal | [ ] |
| 4 | Save the confirmation email from Hemper or your app platform | [ ] |
| 5 | Log in 24 hours later and verify subscription status shows "cancelled" | [ ] |
| 6 | Monitor your bank statement on the renewal date-no charge should appear | [ ] |
Should you keep or cancel hemper? a final look at the pros and cons
Before you cancel, ask yourself whether Hemper still delivers value or if it's time to move on.
Reasons to keep your subscription
Hemper works well if you actively use smoking accessories, enjoy the surprise element of curated boxes, and find the items useful or giftable. The XL box offers better value per item than buying individually online. If friends or family members ask you for recommendations, the boxes often impress as gifts.
Reasons to cancel
Cancel if you've accumulated unused boxes, if the themed items don't match your preferences, if the USD pricing is stretching your budget, or if you simply prefer to buy accessories à la carte. Stopee's data shows that most cancellations happen because customers underestimated how many items they'd actually use in a month-and that's a perfectly valid reason to quit.
After cancellation: what to do if hemper won't cooperate
You've followed every step correctly, submitted your cancellation request, and Hemper still charged you. You're frustrated, and rightfully so. Here's your escalation path.
Step 1: request written acknowledgment
Email support@hemper.co with the subject "Unauthorized charge after cancellation request" and include your cancellation confirmation email, order number, and screenshot of the unwanted charge. Ask Hemper to refund the charge within 5 business days or provide a written explanation for why the cancellation wasn't processed.
Step 2: dispute the charge with your bank
If Hemper doesn't respond or refuses, contact your bank or credit card provider and report the charge as unauthorized or a billing error. Provide your bank with your cancellation confirmation email and Hemper's response (or lack thereof). Banks take recurring charge disputes seriously and often reverse them in your favour.
Step 3: escalate to the commerce commission
If your bank doesn't help and the amount is significant, file a complaint with the New Zealand Commerce Commission (online at www.comcom.govt.nz). Cite the Consumer Guarantees Act and explain that Hemper failed to honour your cancellation request. The Commission investigates unfair trading practices and can compel Hemper to refund you.
Reach out to consumer NZ for free advice
Consumer NZ (www.consumer.org.nz) offers free advice on subscription and cancellation disputes. They can also help you draft a formal complaint if Hemper ignores your requests.
Contacting hemper for cancellation and support
Here's how to reach Hemper if you need to cancel, dispute a charge, or request a refund.
Email support
Email: support@hemper.co
Include your full name, account email, order number, and a clear explanation of your request. Hemper typically responds within 24-48 hours during business days (US Eastern Time).
Web portal
Log in to your account at hemper.co and use the account settings to submit a cancellation request. This creates an automatic record and confirmation email.
Postal address note
Hemper does not publish a New Zealand-specific postal address for cancellations or returns. All US-based postal addresses are for returns only (not for cancellation requests). Use email or the web portal for cancellation-it's faster and leaves a clear paper trail.
Final take: empower yourself to cancel with confidence
Cancelling a subscription should never feel like a puzzle, and Stopee believes you deserve a straightforward path out. Hemper's cancellation process is manageable if you know which method applies to you, timing matters, and you keep proof of your request.
Remember: you have legal rights under the Consumer Guarantees Act even though Hemper is based in the US. If the company refuses to honour your cancellation or refund you for defective items, escalation routes like your bank, the Commerce Commission, and Consumer NZ are there to back you up.
Stopee has helped thousands of New Zealand consumers cancel unwanted subscriptions and recover money they shouldn't have been charged. Whether you're cancelling Hemper because your tastes have changed, the cost is too high, or the boxes keep disappointing you, you now have the exact steps, timing, legal protections, and escalation options to take control of your money. Cancel with confidence-and if Hemper pushes back, you'll know exactly how to respond.