Manage Luxplus

How to cancel luxplus and claim your refund (South africa guide)

What is luxplus and how does the membership work

Luxplus is a subscription-based shopping service that gives you access to discounted beauty, health and home products as a member. Your membership unlocks exclusive deals and member-only pricing on a range of items.

You pay a recurring membership fee to maintain your access to these discounts. Product purchases are handled separately from your membership fee and billed according to your checkout terms each time you shop.

How membership billing works

Your membership renewals happen automatically unless you cancel. Each billing cycle charges your payment method for the full membership period, and any products you buy are added to that charge.

This means you need to cancel before your next billing date to avoid being charged again. Stopee recommends checking your account settings to confirm your renewal date right now.

Why you might want to cancel

You may cancel if you're no longer using the discounts, if the pricing no longer works for your budget, or if you've found better value elsewhere. Some members cancel because they've purchased all the items they need or realised the savings don't justify the membership cost.

Whatever your reason, your right to cancel is protected under South African consumer law, and Stopee is here to walk you through the process step by step.

Your consumer rights in south africa

The consumer protection act and your cancellation rights

South Africa's Consumer Protection Act (CPA) gives you a 14-day right of withdrawal for distance contracts (like online subscriptions) once you've entered the agreement. This period starts when you sign up, not when you first make a purchase.

During this 14-day window, you can cancel your subscription with no penalty and receive a refund for any unused portion of your membership fee. After 14 days, your cancellation rights depend on Luxplus's own terms, but you can still cancel to stop future charges.

Your refund rights for products

The CPA also gives you 30 days from the day after you receive any product to return it for a full refund if it's unused and in its original sealed packaging. Luxplus must provide you with a clear returns process, and you should request return tracking.

Return shipping costs are typically your responsibility, but Stopee advises you to ask Luxplus if they'll cover return postage before you send anything back. Keep all evidence of your return shipment.

Pricing and current plans for south africa

What luxplus costs

Luxplus does not currently publish pricing in South African Rand (ZAR) or other currencies for the 2024/2025 period on publicly accessible sources. This means you'll need to contact Luxplus directly to find out what your membership costs and which payment methods they accept for South African customers.

Stopee recommends requesting a written quote from Luxplus support and keeping that confirmation for your records. This protects you if there are any disputes about what you were charged.

How to cancel your luxplus subscription

Cancellation methods available to you

Luxplus offers two main ways to cancel your subscription. You can use your online account dashboard if that option is available, or you can send a formal cancellation request to their support team.

Stopee advises using the method that gives you the clearest written proof of cancellation. Email is always safer than a phone call because you'll have a record.

Step-by-step cancellation process

1. Log in to your Luxplus account using your email address and password
   • Go to the Luxplus website and select the login option
   • Enter your registered email and password
2. Navigate to your account settings or membership area
   • Look for a menu option labelled "My Account", "Membership", "Settings" or "Billing"
   • If you cannot find a self-service cancellation option, move to step 3
3. Select the cancel or unsubscribe option
   • Click the button to cancel your membership
   • Read any warnings or final offers Luxplus displays
   • Confirm your cancellation and take a screenshot of the confirmation page
4. If online cancellation is not available, email Luxplus directly
   • Send your cancellation request to the primary contact address (see below)
   • Include your full name, membership email address, order or membership number, and account creation date
   • Write clearly: "I request cancellation of my Luxplus membership effective immediately"
5. Keep copies of all cancellation communications
   • Screenshot your account page, email confirmation pages, or any written responses from Luxplus
   • Save these files to your computer and cloud storage
6. Allow 5 to 10 working days for processing and confirmation
   • Luxplus should send you a cancellation confirmation email
   • If you don't receive one after 10 days, send a follow-up email referencing your first request

When to cancel to avoid charges

Your most important action is to cancel before your next renewal date. Warning: If your renewal date is tomorrow, cancelling today may not stop that charge if Luxplus has already authorised the payment.

Once a charge is authorised, you'll need to request a refund separately. Stopee recommends cancelling at least 3 working days before your renewal date to give Luxplus time to process your request.

What happens after you cancel

Your access and remaining benefits

After you cancel, you may keep your membership benefits through the end of the current billing period you've already paid for. This means if you cancel mid-month, you typically retain access until the end of that month.

However, Luxplus may state different terms, so check your cancellation confirmation email for clarity. No new recurring charges should be added to your account after your cancellation is processed.

Future charges and prevention

Stopping future charges is the main benefit of cancellation. Once Luxplus processes your request, your payment method will no longer be charged for membership renewals.

If a charge appears on your bank statement after you've cancelled, contact your bank immediately and provide them with your cancellation confirmation. You can also dispute the charge as unauthorised if Luxplus fails to honour your cancellation.

Your account data and communication

Luxplus will retain your account information for legal, tax and administrative purposes even after cancellation. You can request details about how long they keep your data by contacting their support team.

You'll receive a cancellation confirmation email, and you may also see notifications in your account dashboard. If no confirmation arrives within 10 days, follow up with Luxplus and escalate your request.

Will you get a refund

Refunds during the 14-day withdrawal period

If you cancel within 14 days of signing up, you're entitled to a full refund of your membership fee minus any fees for services you've already received. Luxplus must refund you within 14 days of receiving your cancellation request, using the same payment method you used to join.

Pro tip: If Luxplus has already charged you for a full month but you're cancelling on day 5, you may qualify for a pro-rata refund (a partial refund for the unused portion). Stopee advises requesting this in writing if it's not automatically applied.

Refunds after the 14-day period

Once you're past the 14-day withdrawal window, Luxplus is not legally required to refund your membership fee. However, you can still cancel to stop future charges taking effect.

If you cancel and Luxplus continues to charge you, this is a breach of the Consumer Protection Act, and you can escalate to the National Consumer Commission (NCC) in South Africa.

Product returns and refunds

Products purchased through Luxplus have a 30-day right of withdrawal from the day after you receive them. To return a product for a refund, you must contact Luxplus within 30 days with your order number.

1. Contact Luxplus with your order details and reason for return
2. Provide photos of the sealed, unused product packaging if requested
3. Wait for Luxplus to approve your return and provide return tracking information
4. Ship the product back at your own expense (unless Luxplus offers to cover postage)
5. Once Luxplus receives the return and confirms tracking, your refund is processed to your original payment method within 14 days

Warning: Several customers report delays or issues with product refunds in practice. Keep all return tracking numbers and take photos of the parcel before sending it.

Common mistakes when cancelling luxplus

Cancelling without proof

We understand how frustrating it is when a company acts like they never received your cancellation request. The best way to protect yourself is to always use email or your online dashboard so you have written evidence.

Never cancel by phone without getting a reference number and sending a follow-up email confirming the conversation. Stopee has helped thousands of consumers escalate disputes because they had screenshots and email records.

Waiting until after the charge hits your account

Many people think they can cancel on the same day as their renewal and avoid the charge. This rarely works because payment systems process charges before your cancellation reaches Luxplus.

Always cancel at least 3 working days in advance. If a charge appears after your cancellation was confirmed, dispute it with your bank as an unauthorised transaction.

Forgetting to check your account settings

Some members cancel their subscription but forget to remove their saved payment method from their Luxplus account. If you've cancelled but want extra security, log in and delete your card details.

This adds a final layer of protection against accidental re-billing if Luxplus's system glitches.

Not following up when confirmation doesn't arrive

If you don't receive a cancellation confirmation email within 10 days, this is a red flag. Send a follow-up message referencing your first cancellation request and asking Luxplus to confirm the status in writing.

Keep a log of every attempt to contact them. This record is essential if you need to escalate to the National Consumer Commission.

Escalation: what to do if luxplus won't cancel

If luxplus ignores your cancellation request

If you've sent a clear cancellation email and received no response after 14 days, Luxplus is in breach of consumer protection law. You have the right to escalate your complaint.

First, send a final email marked "Final Notice" stating that you expect cancellation confirmation within 48 hours. Reference your previous emails and clearly state that you're cancelling effective immediately.

Contacting the national consumer commission

If Luxplus continues to ignore you or refuses to cancel, you can lodge a complaint with the National Consumer Commission (NCC) in South Africa. The NCC enforces the Consumer Protection Act and can force Luxplus to cancel your subscription and refund unauthorised charges.

Stopee recommends gathering all your emails, screenshots, and bank statements showing unwanted charges before you contact the NCC. This evidence will strengthen your case.

Disputing charges with your bank

You can also dispute charges with your bank as unauthorised transactions if Luxplus continues to charge you after you've cancelled. Your bank will contact Luxplus and may reverse the charges while they investigate.

Provide your bank with copies of your cancellation confirmation and any evidence that Luxplus failed to honour your request.

Contacting luxplus for cancellation and support

Primary contact address

Luxplus is headquartered in Denmark, and this is your primary contact point for cancellation requests. Send your cancellation email to their customer support team and expect a response within 10 working days.

Stopee advises sending your cancellation request to the Danish head office address listed below. Keep a copy of your email and the timestamp showing when you sent it.

Checklist before and after cancellation

Before you cancel

• Note your renewal date from your last email or account dashboard
• Confirm your membership email address and account number
• Take a screenshot of your current account status
• Ensure you have at least 3 working days before your next charge
• Copy the cancellation address and support email from Luxplus's website

At the moment of cancellation

• Use email or your online dashboard (never rely on phone calls alone)
• Include your full name, membership email, order number and account creation date in your request
• Write "I request cancellation of my Luxplus membership effective immediately"
• Take a screenshot of your cancellation confirmation page or email
• Save your sent email in a folder called "Luxplus Cancellation" for easy reference

After cancellation

• Wait 10 days for a confirmation email from Luxplus
• Check your bank statement 5 days after your cancellation date to confirm no new charge appears
• If a charge does appear, contact your bank and dispute it as unauthorised
• If no confirmation arrives after 10 days, send a follow-up email
• Keep all correspondence for at least 12 months

Summary and next steps

You have the power to cancel

Cancelling Luxplus is straightforward when you follow the right process and keep written evidence of every step. Your rights under South Africa's Consumer Protection Act are strong, and companies must respect your cancellation requests.

Whether you're within the 14-day withdrawal period or cancelling after that window, you're protected against future charges and have clear recourse if Luxplus fails to honour your request.

What to do right now

Log in to your Luxplus account and note your renewal date. If you want to cancel, send your request via email today and set a reminder to follow up in 10 days if you haven't received confirmation.

Stopee has helped thousands of consumers navigate subscription cancellations and recover refunds they didn't know they were entitled to. Visit stopee.com to explore more guides on cancelling other services, escalating disputes with companies, and protecting your consumer rights in South Africa.