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Cancel Nerium: The Right Way
How to cancel nerium (Neora) in singapore and protect your wallet
Why you might want to cancel nerium
Nerium, now operating as Neora in most markets, uses aggressive auto-delivery subscriptions and independent Brand Partner networks that can be difficult to manage once you commit. You may want to step back for several legitimate reasons: the products aren't delivering results, you've realised the cost adds up faster than expected, or you simply want to pause your subscription without losing money to hidden charges. Understanding your cancellation options now, before frustration sets in, puts you firmly in control. At Stopee, we've helped thousands of consumers navigate subscription traps like these, and we're here to walk you through Neora's exact cancellation process step-by-step.
Common reasons for cancellation
You may decide to cancel if the skincare or wellness products haven't met your skin improvement expectations within the promised timeframe. Some subscribers discover that the MLM-style sales structure means they're paying premium prices compared to retail alternatives. Others find that auto-delivery renewals charge their account without sufficient notice, or that terms and conditions shifted between the time they signed up and now. Whatever your reason, you have the right to cancel, and Stopee exists to make that process transparent and painless.
When to cancel vs. when to pause
If you're away for a few weeks or want to try a competitor's product, pausing your subscription may be smarter than cancelling outright. Some Neora accounts retain member pricing or bonus credits if you maintain active status. However, if you're confident you won't return, full cancellation stops all future charges permanently. Keep in mind that cancellation and refund are two separate actions: you can cancel future shipments but still request a refund on unopened products already delivered.
Your consumer rights under singapore law
Singapore's Consumer Protection (Fair Trading) Act protects you when dealing with Neora subscriptions, auto-delivery schemes, and misleading marketing claims. You have explicit rights to cancel, and the burden is on the company, not on you, to make cancellation straightforward.
What the consumer protection act means for you
Under Section 13 of the Consumer Protection (Fair Trading) Act, suppliers must not engage in unfair or misleading conduct. This means Neora cannot hide cancellation options, charge you without clear consent, or refuse to process cancellations submitted in writing. If Neora delays your cancellation unreasonably, charges you after you've cancelled, or makes the process deliberately confusing, you have grounds to lodge a complaint with the Competition and Consumer Commission of Singapore (CCCS).
Additionally, the Distance Contracts Regulations give you a statutory cooling-off period of at least 14 days if you purchased Neora products online or through a Brand Partner without face-to-face negotiation. During this window, you can request a full refund with minimal penalty.
Escalation path if neora refuses
If Neora ignores your cancellation request or continues charging you after you've cancelled, contact the CCCS directly at 1800-6225-628 or visit www.cccs.gov.sg. Stopee recommends keeping copies of every email, support ticket, and confirmation you exchange with Neora, as these become essential evidence if you need to lodge a formal complaint. The CCCS has the power to investigate unfair practices and force refunds.
Cancellation methods: which option applies to you
Neora subscriptions can be managed through multiple channels, and the cancellation method depends on where and how you signed up. Identify your subscription type first to avoid wasted steps.
Subscriptions via apple app store
If you subscribed through your iPhone or iPad using the Neora app and Apple's in-app purchase system, Apple controls your billing, not Neora. Neora cannot cancel App Store subscriptions on your behalf, even if you ask them directly.
Pro tip: Apple App Store subscriptions often renew automatically and can be easy to forget. Check your subscriptions at least quarterly to catch any you no longer use.
Subscriptions via google play store
Android users who purchased through the Google Play Store face the same situation: Google controls the billing, and Neora has no direct access to cancel. You must manage this cancellation through Google Play yourself.
Subscriptions via neora's website or SmartShop
This is the most common route for full subscription and auto-delivery cancellations in Singapore. If you created your account directly on Neora's website, ordered via the SmartShop platform, or were enrolled in auto-delivery by a Brand Partner, you must submit a written cancellation request to Neora's support team. This method requires advance notice, typically 5 business days before your next scheduled charge.
Subscriptions through a neora brand partner
If a Brand Partner enrolled you in their auto-delivery scheme, your first contact should be that Brand Partner. However, you also have the right to cancel directly with Neora by submitting written notice. Stopee advises notifying both the Brand Partner and Neora in writing to close all gaps and avoid surprise charges.
How to cancel neorum through each platform: step-by-step
Follow the exact steps for your subscription type to avoid common traps and ensure your cancellation is processed before the next billing cycle.
Cancel your apple app store subscription
- Open the Apple App Store on your iPhone, iPad, or Mac device.
- Tap your profile icon in the top right corner of the App Store.
- Select "Subscriptions" from the menu.
- Find the Nerium or Neora app subscription in the list.
- Tap the subscription name to view details, renewal date, and billing amount.
- Select "Cancel Subscription" or "Edit" and choose the cancellation option.
- Apple may show retention offers or ask you to confirm your decision.
- Confirm cancellation by selecting "Confirm" or "Yes, Cancel."
- Check your email for cancellation confirmation from Apple.
- Save this confirmation as proof the subscription has ended.
- Your subscription will remain active until the current billing period ends; it will not renew after that date.
Warning: If you delete the Neora app without cancelling the subscription first, your renewal charges will continue. Always cancel through the App Store settings, not by deleting the app.
Cancel your google play store subscription
- Open Google Play on your Android phone or visit play.google.com on a web browser.
- If using the app: tap your profile icon (top right) and select "Payments and subscriptions."
- If using the browser: click "Manage subscriptions" in the left menu.
- Tap or click "Subscriptions" to see your active subscriptions.
- Find the Nerium or Neora subscription in the list.
- Select the Neora subscription and tap "Cancel subscription."
- Google Play may ask why you're cancelling; this is optional feedback.
- Confirm the cancellation by tapping "Cancel subscription" again.
- Look for a confirmation message and check your email for receipt.
- Like Apple, Google Play allows your current billing period to finish before stopping renewals.
- Take a screenshot of the cancellation confirmation for your records.
Pro tip: Google Play cancellations can take up to 48 hours to sync across their system. If you see a charge after cancellation, wait two days and check again before escalating to Google support.
Cancel your neora website or SmartShop auto-delivery subscription
- Review your account dashboard or latest invoice to identify your next scheduled charge date.
- Neora typically charges 5 business days before delivery; mark this date in your calendar.
- Send a written cancellation request to Neora support at least 5 business days before the next processing date.
- Use email: support.sg@neora.com
- Or submit a support ticket through the Neora website or app.
- Include the following information in your cancellation request:
- Your full name and account email address.
- Your order or account number (found on invoices or account settings).
- A clear statement: "I request cancellation of my auto-delivery subscription effective immediately" or specify your preferred cancellation date.
- The phone number on file (for verification purposes).
- Send the email and take a screenshot or note the timestamp.
- Do not rely on phone calls alone; written evidence is essential if you need to dispute a charge later.
- Wait for a confirmation email from Neora acknowledging your cancellation.
- This may take 1 to 2 business days.
- If you don't receive confirmation within 3 business days, send a follow-up email referencing your first request.
- Check your account one week after the scheduled charge date to confirm no debit occurred.
- If Neora charged you after cancellation, contact them immediately with your cancellation confirmation and demand a refund.
Warning: Neora's 5-business-day notice window is strict. If your next charge is in 3 days and you submit cancellation now, Neora may still process that charge. Plan your cancellation timing carefully and submit your request as early as possible.
Cancel by calling neora singapore support
- Prepare your account information before calling: account number, email, and order history.
- Have a pen and paper ready to note the support agent's name and any confirmation details.
- Call Neora Singapore support at +65 3158 3050.
- Operating hours: Monday to Friday, 6:00 am to 2:00 pm Singapore Standard Time (SGT).
- If you call outside these hours, use email instead.
- Clearly state your request: "I want to cancel my auto-delivery subscription."
- The agent may ask why; you are not obligated to explain, but a brief reason (cost, product not suitable) may speed things up.
- Confirm the next scheduled charge date and ask the agent to process your cancellation before that date.
- Request a reference number or confirmation code.
- Ask the agent to send a cancellation confirmation email to your account email address.
- Document the call: agent name, time of call, reference number, and what was agreed.
- Send yourself a summary email immediately after the call while details are fresh.
Pro tip: Phone cancellations are faster than email but leave less written trail. Always follow up a phone cancellation with an email to support.sg@neora.com asking for written confirmation. This protects you if a dispute arises later.
What happens after you cancel
Once Neora processes your cancellation, a series of changes happen to your account and billing. Understand what to expect so you can monitor for errors.
Billing and future renewals
Once your cancellation is confirmed and processed before the cutoff date, Neora will not charge you again. However, if your cancellation request arrived after the 5-business-day window or on the processing day itself, Neora may still debit your account for that cycle. Contact support immediately if you're charged after a confirmed cancellation; they should refund the amount within 7 to 10 business days.
Stopee recommends checking your bank or credit card statement 7 to 10 days after the scheduled charge date. If an unwanted debit appears, you have the right to dispute it with your bank under the Protection of Personal Data Act guidelines and request a chargeback.
Access to your account and member benefits
Cancelling your auto-delivery subscription does not automatically delete your account. You can still log in to view order history, download invoices, and monitor any returns in progress. However, you will lose access to member-exclusive pricing, discounts, or loyalty rewards tied to active subscription status. If you have pending orders already placed before the cancellation date, those will still ship.
Products already shipped or in transit
Any products Neora shipped before receiving your cancellation request will still arrive. You cannot stop shipments in progress, but you can refuse delivery if the package requires a signature. If you receive unwanted products after cancellation, you have 60 days to return them unopened for a refund under Neora's satisfaction guarantee.
Refunds and returns: your 60-day window
Neora offers a 60-day money-back satisfaction guarantee, but the refund process depends on the condition of the product and how you purchased it.
Refund eligibility and conditions
You can request a refund on unopened, unused products in original packaging within 60 days of purchase. The product must be in resalable condition with the original invoice or proof of purchase. If you've opened or used the product, you are not eligible for a refund under the standard guarantee, though Neora may make exceptions on a case-by-case basis if you contact support with your concern.
For purchases made through the App Store or Google Play, you cannot request a refund directly from Neora. Instead, contact Apple or Google through their respective refund portals; Neora has no authority to reverse platform charges.
How to request your refund
- Gather your unopened products and locate your invoice or proof of purchase.
- Take clear photos of the product packaging and invoice for your records.
- Contact Neora support with your refund request.
- Email: support.sg@neora.com
- Include your order number, purchase date, reason for return, and confirmation that products are unopened in original packaging.
- Neora will provide you with a return authorisation number and shipping instructions.
- You pay for return shipping (an average of SGD 10 to 20 depending on package weight and carrier).
- Neora typically refunds original shipping costs deducted from the purchase price.
- Ship the product using a tracked carrier and retain the receipt.
- Send a follow-up email to Neora with your tracking number so they can monitor the return.
- Wait for Neora to receive and inspect the product.
- Processing takes 7 to 10 business days after Neora receives the return.
- Your bank will credit the refund 3 to 5 business days after Neora processes it.
- Total time: 10 to 15 business days from shipment to credit.
Warning: Neora deducts the cost of original shipping from your refund. If you paid SGD 150 for a product and SGD 15 for shipping, your refund will be SGD 135. Understand this deduction before shipping your return.
Pricing and subscription costs for neora singapore
Neora's pricing varies significantly based on product type, membership tier, and whether you're a retail customer or Brand Partner. Below is a representative overview of typical costs in Singapore.
| Product type | Retail price (SGD) | Auto-delivery frequency | Typical cost per month |
|---|---|---|---|
| Nerium AD Eye Serum (auto-delivery) | SGD 149 | Every 30 days | SGD 149 |
| Night Cream bundle (auto-delivery) | SGD 189 to SGD 229 | Every 60 days | SGD 94 to SGD 114 |
| Wellness supplement pack (auto-delivery) | SGD 99 to SGD 179 | Monthly | SGD 99 to SGD 179 |
| Preferred customer starter pack (multi-product) | SGD 279 to SGD 349 | Every 30 to 60 days | SGD 140 to SGD 175 |
| Single retail purchase (no subscription) | SGD 129 to SGD 249 | One-time purchase | N/A |
Pro tip: Neora's auto-delivery subscriptions typically offer a 10% to 15% discount compared to one-time retail purchases. However, the savings disappear if you forget to cancel and end up overstocked with unused products.
Common mistakes to avoid when cancelling
Cancelling subscriptions is frustrating, and many people make preventable errors that delay their cancellation or result in surprise charges. Here's what to watch out for.
Mistake 1: assuming app deletion equals cancellation
Deleting the Neora app from your phone does absolutely nothing to cancel your subscription. Your payment method will still be charged on schedule, and you'll have no notification because you've removed the app. Always cancel through your device's subscription settings (Apple ID or Google Play) before deleting any app.
Mistake 2: waiting until the last minute
Neora's 5-business-day notice window is firm. If you submit cancellation on the same day as or the day before processing, your request will not be honoured. Submit your cancellation request no later than 5 business days before the next charge date. If you're unsure of the exact date, contact support immediately to confirm it.
Mistake 3: relying solely on phone calls without written confirmation
A friendly support agent who verbally confirms your cancellation means nothing if they fail to process it. Always follow up a phone call with a written email to support.sg@neora.com repeating your request. This creates documented proof, which is invaluable if you need to dispute a charge or file a complaint with CCCS.
Mistake 4: not checking your statement after cancellation
Neora's billing system occasionally glitches, and some subscribers are charged even after confirmed cancellations. Check your bank or credit card statement 7 to 10 days after the scheduled charge date. If you see an unexpected debit, contact Neora immediately and provide your cancellation confirmation. Stopee recommends setting a phone reminder on the day you cancel so you don't forget to verify.
Mistake 5: cancelling your subscription but not your brand partner account
If a Neora Brand Partner enrolled you in auto-delivery, cancelling your Neora account subscription is only half the job. You must also deactivate or close your Brand Partner account, or you may be re-enrolled automatically. Contact both the Brand Partner and Neora in writing to ensure both accounts are fully closed.
Checklist before and after you cancel
Use this checklist to ensure you've covered all bases and won't face surprise charges or account issues post-cancellation.
| Task | Status | Notes |
|---|---|---|
| Identify your subscription type (app, website, Brand Partner) | [ ] Done | This determines where you cancel. |
| Check your next scheduled charge date | [ ] Done | Critical for meeting the 5-business-day notice window. |
| Submit written cancellation request 5+ business days before charge date | [ ] Done | Email, support ticket, or certified post. |
| Receive and save cancellation confirmation email from Neora | [ ] Done | Essential proof of cancellation. |
| Check statement 7-10 days after the next scheduled charge date | [ ] Done | Verify no unwanted debit occurred. |
| Document any post-cancellation charges and contact support immediately | [ ] Done | Dispute with your bank if refund is refused. |
| If returning unopened products, arrange return shipping within 60 days | [ ] Done | Keep tracking receipt for proof of shipment. |
Contact information and escalation
Here's where to send your cancellation request and what to do if Neora ignores you.
Neora singapore support channels
Email: support.sg@neora.com
Phone: +65 3158 3050 (Monday to Friday, 6:00 am to 2:00 pm SGT)
Registered office: Neora Asia Pte. Ltd., 80 Raffles Place, UIC Building, #22-01, Singapore 048624
Pro tip: Always email your cancellation request, even if you call first. Phone calls establish urgency; emails create proof.
If neora refuses to cancel or ignores your request
If Neora fails to honour your cancellation within 14 days or continues charging you after a confirmed cancellation, escalate to Singapore's Competition and Consumer Commission (CCCS):
CCCS Contact:
Phone: 1800-6225-628 (Toll-free)
Website: www.cccs.gov.sg
Address: CCCS, 230 Victoria Street, #10-00, Bugis Junction Office Tower, Singapore 188024
Provide the CCCS with copies of all your cancellation requests, confirmation emails, and evidence of post-cancellation charges. The CCCS has the authority to investigate and compel refunds.
Final thoughts: take control of your subscription now
Neora's auto-delivery model is designed for convenience, but it's easy to forget you're signed up and watch charges accumulate for months. Cancelling is straightforward if you follow the steps, meet the notice windows, and keep written records. Singapore law is firmly on your side: the Consumer Protection (Fair Trading) Act and Distance Contracts Regulations give you the explicit right to cancel, and the CCCS will back you up if Neora misbehaves.
Stopee has helped thousands of consumers cut loose from subscription traps like Neora, and we've built this guide to spare you the stress. Whether you're cancelling through Apple, Google Play, or Neora's website, use the step-by-step instructions above, set reminders for key dates, and save every confirmation. If Neora drags its feet, escalate to the CCCS without hesitation. Your wallet-and your peace of mind-are worth the effort. Stopee is here to support you every step of the way.