Manage Monat

How to cancel your monat subscription in new zealand and protect your rights

What is monat

Monat is a haircare and skincare brand that delivers premium products directly to your door via a flexible subscription model called Flexship. You can buy individual products or enrol in a VIP membership program that offers regular shipments, exclusive discounts, and beauty rewards.

The monat product range

Monat specializes in shampoos, conditioners, targeted hair treatments, and cosmetic skincare items. You can purchase these through the official Monat New Zealand website, mobile applications, or through independent Market Partners who sell Monat products in your community. The VIP Flexship subscription gives you access to member-only pricing and automatic deliveries every 30, 60, or 90 days, depending on your choice.

How the flexship subscription works

When you join Flexship, you commit to receive regular product shipments at a discounted price. You set your preferred delivery schedule during signup. The subscription renews automatically unless you actively cancel it. Many customers find the convenience valuable, but if your needs change or your budget tightens, you have the right to cancel at any time.

Why you might want to cancel monat

Your reasons for cancelling matter, and they're often valid. You might be experiencing budget constraints, switching to a different haircare brand, or realizing the products don't suit your hair type. Some customers cancel because they've stockpiled enough inventory, while others simply prefer one-off purchases over recurring commitments. Whatever your reason, Stopee believes you deserve a straightforward cancellation process that respects your time and your choice.

Common reasons for cancellation

Many New Zealand customers cancel because automatic shipments don't align with their usage patterns. Others find that Flexship discounts don't justify the commitment once they've compared competitor pricing. Some discover that Monat products cause allergic reactions or don't deliver the promised results. Financial hardship, job loss, or unexpected expenses often trigger cancellations too. Recognizing these patterns, Stopee advocates for transparent, friction-free cancellation methods that don't punish you for changing your mind.

Your consumer rights under new zealand law

You have solid legal protections when cancelling a subscription in New Zealand. Understanding these rights empowers you to push back if Monat tries to delay or deny your cancellation request.

The consumer guarantees act

Under the Consumer Guarantees Act 1993, goods must be of acceptable quality, fit for purpose, and safe. If Monat products fail to meet these standards within a reasonable timeframe, you can demand a refund, replacement, or repair. This right exists independently of Monat's internal satisfaction guarantee and applies regardless of how long you've owned the product. Stopee encourages you to invoke this Act if products are defective or misrepresented.

Cancellation rights for online purchases

When you purchase Flexship subscriptions online through Monat's website or mobile app, you're entering a distance contract. New Zealand law does not mandate a blanket 14-day cooling-off period for all online goods, unlike some European countries. However, you always retain the right to cancel a recurring subscription by following the provider's stated cancellation process. If Monat makes cancellation deliberately difficult or obscures the method, that may breach fair trading obligations under the Fair Trading Act 1986.

How to cancel your monat subscription

Monat offers three cancellation pathways depending on where and how you subscribed. Stopee walks you through each method step by step to ensure your cancellation sticks.

Cancel via apple app store (iOS)

If you enrolled in Flexship or VIP membership through the Apple App Store on your iPhone or iPad, you must cancel directly with Apple, not Monat. Apple controls all App Store billing and subscriptions, and Monat has no authority to process cancellations on their behalf.

1. Open the Settings app on your iPhone or iPad.
   • Scroll down and tap App Store.
2. Tap your Apple ID profile icon at the top right of the screen.
   • Select Subscriptions from the menu.
3. Find the Monat VIP or Flexship subscription in the list.
   • Tap on it to view details.
4. Select Cancel Subscription and confirm your choice.
   • You will see a confirmation message; take a screenshot for your records.
5. Your subscription will end at the next renewal date; no further charges will occur.
   • You retain access to any benefits until the current billing period expires.

Warning: Monat cannot cancel App Store subscriptions for you via phone, email, or their website. If you contact Monat customer service asking them to cancel your Apple subscription, they will direct you back to Apple. Do not delay; cancel directly with Apple to ensure the change takes effect.

Pro tip: Apple often offers a retention discount if you attempt to cancel. You may see a pop-up offering a discounted renewal. Only accept if the price genuinely works for your budget; otherwise, proceed with cancellation.

Cancel via google play (Android)

Android users who subscribed through Google Play must cancel their subscription with Google, not with Monat directly. Google manages all Play Store billing, and Monat cannot intervene on your behalf.

1. Open the Google Play Store app on your Android device.
   • Tap your profile icon at the top right.
2. Select Payments and subscriptions from the dropdown menu.
   • Tap Subscriptions to view your active subscriptions.
3. Locate the Monat VIP or Flexship subscription and tap on it.
   • Review the subscription details, including the next billing date.
4. Tap Cancel subscription and follow the on-screen prompts.
   • Google will ask you to confirm your cancellation reason.
5. Once confirmed, your subscription will terminate at the end of the current billing cycle.
   • Save a confirmation screenshot immediately.

Warning: Like Apple, Google Play may offer a discounted renewal during the cancellation flow. Only accept if you genuinely want to continue; otherwise, reject the offer and complete the cancellation.

Cancel via monat website or direct flexship enrollment

If you signed up for Flexship or VIP membership directly on Monat's New Zealand website (monatglobal.com) or through a Market Partner, you cancel by contacting Monat customer service in writing. Monat's Policies & Procedures require this formal approach and do not permit cancellation through a website portal or automated system.

1. Gather your account information.
   • Locate your Monat customer ID number (found on order confirmations or your account profile).
   • Have your full legal name ready.
2. Prepare a written cancellation notice that includes:
   • Your full name and customer ID number.
   • The reason for cancellation (optional but recommended for your records).
   • A clear statement that you have no products to return and that you understand any pending shipments may still be in transit.
   • Your preferred contact method for confirmation (email or phone).
3. Contact Monat customer service by email or phone:
   • Email: NZMonatSupport@monatglobal.com
   • Phone: 0800 442 677 (toll-free in New Zealand)
4. If you email, use clear subject line: "Subscription Cancellation Request - [Your Name] - [Customer ID]"
   • Send from the email address associated with your Monat account.
   • Request a read receipt or delivery confirmation.
5. If you call, ask the representative to:
   • Confirm the exact date your subscription will end.
   • Provide a cancellation reference number.
   • Send a confirmation email to your account address.
6. After cancellation is processed:
   • Save all confirmation emails, reference numbers, and call notes.
   • Wait 48 hours, then log into your Monat account to verify Flexship benefits have been removed.

Warning: Monat's Policies & Procedures state that cancellation only takes effect once customer service receives and processes your request. Verbal requests during unrelated calls or messages in website chat do not constitute formal cancellation. You must use email or phone as outlined above.

Pro tip: Send your cancellation email during business hours (typically Monday to Friday, 9am to 5pm AEST) and follow up with a phone call 24 hours later if you do not receive a confirmation email. This dual approach ensures Monat cannot claim they never received your request.

What happens after you cancel

Cancellation is a relief, but understanding what changes immediately helps you avoid surprises. Once your cancellation is processed, your subscription status shifts, and certain benefits vanish.

Subscription and billing changes

Your Flexship subscription stops immediately upon Monat's confirmation. You will not be charged for any future shipments or renewals. Any pending shipments already dispatched before your cancellation was received will still arrive; you are responsible for those charges unless Monat agrees to recall or refuse the package. Log into your Monat account within 48 hours of cancellation to confirm your subscription status shows as "Cancelled" or "Inactive".

VIP member benefits and discounts

Your VIP member discounts end on the cancellation effective date. Any loyalty points, reward credits, or promotional codes tied to your membership expire. If you have unredeemed rewards, contact Monat customer service immediately to redeem them before the account is closed. Your purchase history and account record remain visible in your login, but you cannot place new orders under VIP pricing.

Account access and data retention

Your Monat account does not automatically delete after cancellation. You can still access your order history, payment methods, and profile information for reference. This is useful if you need proof of purchases for warranty claims or consumer disputes. Stopee recommends taking screenshots of your account summary, order receipts, and any communication with Monat for your personal records before requesting account deletion.

Refund eligibility and timelines

Whether you receive a refund depends on the status of your products and how much time has passed since purchase. Monat offers goodwill refund windows separate from your statutory rights under the Consumer Guarantees Act.

Monat's satisfaction guarantee

Monat provides a 30-day money-back satisfaction guarantee for unused, unopened products. This is not a legal requirement; it's a voluntary customer service promise. Within 30 days of purchase, you can return eligible products in original packaging and receive a full refund minus shipping and handling fees. After 30 days but within 90 days, unopened and unused items qualify for up to 90% of the purchase price (excluding shipping).

Important: Cancelling your Flexship subscription does not automatically trigger a product refund. These are separate transactions. If you want to return products for a refund, you must initiate a return request directly through Monat's refunds and returns portal or by contacting customer service.

Market partner and rescission rights

If you purchased Flexship through a Monat Market Partner (an independent distributor) in a face-to-face or telephone transaction, you may have a 10-business-day rescission right. This allows you to cancel and receive a refund without penalty. This right does not apply to online purchases through Monat's website or app. Contact the Market Partner who sold you the subscription to invoke this right; provide written notice within 10 business days of the sale.

Pursuing refunds for defective products

Under the Consumer Guarantees Act, if a Monat product is defective, causes an allergic reaction, or fails to perform as advertised, you can demand a refund, replacement, or repair regardless of how long you've owned it. Document any adverse effects by taking photos of packaging, keeping the product, and recording any reactions in writing with dates. Contact Monat customer service or Stopee for escalation advice if the company refuses to acknowledge the defect.

Common mistakes when cancelling monat

Cancelling feels stressful, and it's easy to rush and make errors that delay the process or leave you vulnerable to surprise charges. Learning from others' mistakes protects you.

Mistake 1: contacting the wrong channel

Many customers try to cancel through social media, website chat, or indirect messages, only to have Monat claim they never received the request. Always use the official channels: email to NZMonatSupport@monatglobal.com or phone 0800 442 677. Chat and social media are not formal records. Stopee advises you to avoid this trap entirely by using email, which creates a documented trail.

Mistake 2: assuming a pending shipment will be refunded

You cancel your subscription, but a shipment you didn't authorize arrives three days later. Many customers assume this will be refunded automatically. It won't be. If you cancel and then receive an unsolicited shipment, contact Monat immediately with your cancellation confirmation number and request a refund before opening the package. If you open it, your refund eligibility shrinks to the 90-day window under the satisfaction guarantee.

Mistake 3: not saving confirmation details

You call Monat, speak to a representative, and assume the cancellation is done. Two weeks later, you're charged again. Without a reference number or confirmation email, Monat will claim there's no record of your request. Always request and save a cancellation reference number, effective date, and follow-up confirmation email. Screenshot everything.

Mistake 4: cancelling via app instead of with customer service

Customers sometimes cancel their Flexship subscription by deleting the Monat mobile app or removing it from their phone, thinking that stops billing. It doesn't. The app is just an interface; your subscription still exists on Monat's servers and will continue to renew. You must formally contact customer service to cancel the subscription itself.

Mistake 5: forgetting about app store or google play subscriptions

If you signed up for Flexship through Apple or Google, cancelling your website subscription doesn't touch the app subscription. Both continue independently. You must cancel each one separately using the correct platform. Many customers discover this when they're charged from two different billing sources.

Your cancellation checklist

Use this checklist to ensure nothing falls through the cracks during your cancellation process.

• Before cancelling: Write down your Monat customer ID, full legal name, and the email and phone number linked to your account.
• Identify your subscription type: Did you sign up via the Monat website, Apple App Store, Google Play, or through a Market Partner? Each requires a different cancellation method.
• Check for pending shipments: Log into your Monat account and verify whether a shipment is in transit. Note the dispatch date and expected delivery window.
• Review your latest invoice: Confirm the next billing date so you know the deadline for cancellation.
• Prepare your cancellation request: Write an email or prepare talking points for your phone call. Include your name, customer ID, and a statement that you have no products to return.
• Submit cancellation: Send your email to NZMonatSupport@monatglobal.com or call 0800 442 677 during business hours.
• Get confirmation: Request a cancellation reference number, effective date, and follow-up confirmation email.
• Save all documentation: Screenshot confirmation emails, reference numbers, and account status changes.
• Wait 48 hours: Log back into your Monat account and verify your subscription status shows as cancelled or inactive.
• Monitor your bank statement: Ensure no charges appear after the effective cancellation date. If they do, dispute them immediately with your bank or credit card provider.
• Handle returned shipments: If an unauthorized shipment arrives post-cancellation, refuse delivery or contact Monat within 7 days to arrange a return and refund.
• Escalate if needed: If Monat refuses to cancel or continues charging, contact the Commerce Commission or escalate through Stopee for guidance on your next steps.

Pricing breakdown and commitment details

Understanding Monat's pricing structure helps you calculate the true cost of your subscription and decide whether cancellation is the right choice.

Most customers join Flexship expecting to save money through VIP discounts. If you've done the maths and discovered that competitor brands offer better value, or if you're only receiving partial shipments you don't want, Stopee supports your decision to exit the commitment.

Escalation and consumer protection options

If Monat refuses to cancel your subscription, continues charging after cancellation, or denies a valid refund claim, you have formal escalation pathways.

Formal complaint to monat

Send a formal written complaint to Monat's complaints team. Include your cancellation reference number (if you have one), the dates you contacted customer service, copies of all emails, and a clear explanation of the issue. Demand a response within 10 business days. Send this via email and request a read receipt.

Commerce commission complaint

If Monat fails to respond to your complaint or refuses to honour your cancellation, lodge a complaint with the Commerce Commission (comcom.govt.nz). The Commission investigates breaches of the Fair Trading Act 1986 and can force companies to refund customers and cease unfair practices. Complaints are free and can be filed online.

Invoking the consumer guarantees act

If products are defective or don't match their description, cite the Consumer Guarantees Act when demanding a refund. This Act overrides Monat's internal policies and gives you stronger legal standing. Stopee recommends stating this explicitly in your complaint: "I am invoking my rights under the Consumer Guarantees Act 1993 and expect a refund for non-conforming goods."

Chargeback and bank dispute

If Monat continues to charge you after cancellation, contact your bank or credit card provider and initiate a chargeback or dispute. Provide your cancellation confirmation email or reference number as evidence. Most financial institutions will reverse unauthorized charges within 20 business days.

Key takeaways and final steps

Cancelling your Monat subscription is straightforward if you follow the right process for your subscription type. Web and direct Flexship cancellations require contacting customer service by email or phone with formal written notice. App Store and Google Play subscriptions cancel directly through those platforms, not through Monat. You have statutory protections under the Consumer Guarantees Act if products are defective, and Stopee advocates for your right to cancel without penalty at any time.

Your next step is to identify how you subscribed. If it was through Monat's website, send an email to NZMonatSupport@monatglobal.com or call 0800 442 677 with your customer ID and cancellation request. If you signed up via Apple or Google, cancel directly through those platforms using the steps outlined above. Save all confirmation details and monitor your account for 48 hours to confirm the subscription is inactive.

Thousands of New Zealand consumers have successfully cancelled their Monat subscriptions using the methods and protections described here. Stopee has helped many of them recover refunds, dispute unauthorized charges, and avoid future unnecessary billing. If you encounter resistance from Monat, escalate to the Commerce Commission or contact Stopee for further guidance. Your rights matter, and you deserve a cancellation process that works for you.

Monat new zealand contact details

Customer Service (Cancellations):

• Email: NZMonatSupport@monatglobal.com
• Phone: 0800 442 677 (toll-free, New Zealand)
• Website: monatglobal.com/nz/
• Policies & Procedures: monatglobal.com/nz/policies-procedures/
• Refunds & Returns: monatglobal.com/nz/refunds-returns-shipping-and-cancellation-policy/

For escalation:

• Commerce Commission (NZ): comcom.govt.nz - file a formal complaint if Monat refuses to honour your cancellation or refund request.