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Frequently asked questions
Cancel Truvision: The Right Way
How to cancel Truvision in new zealand and protect your refund rights
What Truvision is and how it works
Truvision is a direct-sales health and wellness company that distributes supplements, weight-management products, and related wellness items globally, including across New Zealand. The company operates through a combination of retail channels and independent associates, meaning your purchase experience and cancellation route may depend on how you bought your products.
Two purchase methods with different cancellation paths
You can buy from Truvision as a one-time customer, paying once and receiving your items without ongoing charges. Alternatively, you can enrol in SmartShip (also called autoship), which establishes recurring monthly or bi-monthly shipments to your address until you actively cancel. Understanding which purchase method you used is essential, because the cancellation procedure and your refund rights differ significantly between the two. If you enrolled through an Associate Agreement with a distributor, your return and cancellation terms may also differ from standard customer accounts.
The SmartShip deadline that catches customers off guard
Truvision requires you to cancel SmartShip orders at least 2 full business days before your scheduled shipment date. If you miss this window, the company processes and charges your payment method for the next order automatically. This strict deadline is why Yafee recommends marking your cancellation deadline on your calendar immediately after you enrol. Many New Zealand customers discover too late that they have only a narrow window to stop an unwanted charge, which is why understanding this timeline from the outset protects your finances.
Why you might want to cancel Truvision
Your reasons for cancelling are valid, and you have consumer rights that protect you throughout the process.
Common reasons new zealand customers cancel
Products may not deliver the results promised, or recurring charges may become unaffordable as your circumstances change. Some customers find the SmartShip terms too restrictive, while others discover that company marketing claims do not match their personal experience. Health priorities shift, or you may find alternative products that better suit your needs. Whatever your reason, you deserve a straightforward cancellation process without guilt or pressure from the company.
Financial impact of delayed cancellation
Missed cancellation deadlines cost money. If you fail to cancel within the 2-business-day window, you will be charged for the next shipment and must then request a refund or arrange a return. The longer you remain enrolled without cancelling, the more you spend on products you no longer want. Cancelling promptly could save you hundreds of dollars, particularly if you are paying for multiple products on a recurring schedule.
Your consumer rights in new zealand
New Zealand law grants you statutory protections that override any company policy, regardless of what Truvision's terms and conditions state.
Consumer guarantees act protection and your legal position
The Consumer Guarantees Act (CGA) is New Zealand's primary consumer protection statute. Under the CGA, goods supplied to you must be of acceptable quality, fit for their purpose, and safe. If Truvision products fail to meet these standards within a reasonable timeframe, you can demand a refund, replacement, or repair at no cost to you. Your legal position is strong: the CGA protects you for up to 6 years from the date of supply.
The burden of proof shifts over time. Within 6 months of purchase, Truvision must prove that a faulty product was not faulty at the time you received it. After 6 months, you must provide evidence that the fault existed when the company supplied the goods. This distinction matters: if you discover a problem within 6 months, the law presumes the product was faulty unless Truvision proves otherwise.
Fair trading act and misleading claims
The Fair Trading Act prohibits suppliers from making false or misleading claims about products, including exaggerated health or weight-loss promises. If Truvision marketed products with claims that failed to materialise, you may have grounds to dispute charges or demand a refund on those grounds alone. Document any marketing materials, emails, or claims made by your associate that persuaded you to buy. These records become critical evidence if you need to escalate your complaint to the Commerce Commission or to a lawyer.
Distance selling and cooling-off rights
If you purchased Truvision products online or by phone, New Zealand distance-selling law typically grants you a 14-day cooling-off period to change your mind without penalty. This applies to your initial purchase or your first SmartShip order. You must initiate cooling-off within 14 days of receiving your goods, and the company must refund you in full within a reasonable timeframe. Note: cooling-off does not apply if you purchased in person from a physical retailer.
How to cancel your Truvision account
Your cancellation method depends on how you enrolled and where you are in the product cycle. Follow these steps to cancel before your next scheduled charge.
Step 1: locate your Truvision account details and identify your associate
Find your Truvision customer account number, email address, and phone number. If you enrolled through an associate or distributor, locate their contact details as well. Many customers purchased through a friend or family member who is a Truvision associate; contacting that person is often the fastest route to cancellation. If you enrolled directly through the Truvision website or phone line, note that contact method for your cancellation request. Yafee recommends gathering all relevant documentation before you attempt to cancel, including your order confirmation email and any SmartShip enrolment confirmation.
Step 2: calculate your cancellation deadline
Review your most recent invoice or order confirmation to identify your next scheduled shipment date. Count backwards 2 full business days (excluding weekends and public holidays in New Zealand). Mark this deadline date in your calendar and set a phone reminder for at least one day before. Missing this deadline by even a few hours means you will be charged for the next order, requiring a refund request or return process. Yafee strongly advises cancelling at least 3 business days before your shipment to allow for processing delays and time zone differences with Truvision's U.S. headquarters.
Step 3: contact Truvision directly to cancel SmartShip
You have several cancellation routes, each with different success rates and timeframes.
- Contact your Truvision associate or distributor directly by phone or email. Provide your customer account number and request cancellation of your SmartShip enrolment effective immediately. Ask for written confirmation of the cancellation. This route is often fastest because associates have direct access to the system.
- Call Truvision's main customer service line in the United States. Provide your account details and request cancellation. Be prepared for time zone delays; Truvision is based in Draper, Utah (Mountain Standard Time), which is 17 hours behind New Zealand. Ask for a cancellation confirmation number and email address for follow-up.
- Submit a cancellation request through the Truvision website if your account portal offers this option. Log in, navigate to your SmartShip settings, and select the cancellation or pause option. Screenshot or print your confirmation page immediately.
- Send a written cancellation request by email to Truvision's customer service address (verify the current email address on the company website). Include your account number, full name, and request cancellation effective immediately. Request a written confirmation reply. Keep a copy of your email and the timestamp.
Step 4: obtain written cancellation confirmation
Do not rely on verbal confirmation alone. Request written proof that Truvision has cancelled your SmartShip enrolment. This confirmation protects you if the company attempts to charge you after cancellation or if a dispute arises. The confirmation should include your account number, the cancellation date, and confirmation that no further shipments will be charged. If you receive confirmation by email, forward it to your personal email address and save it to a folder titled "Truvision Cancellation." Screenshot any online confirmation pages before logging out of your account.
Step 5: monitor your payment method and account
For the next two billing cycles, check your bank statement or credit card statement to confirm no charges appear. Log into your Truvision account and verify that your SmartShip enrolment shows as cancelled. If an unexpected charge appears after your cancellation date, contact your bank or credit card company immediately and inform them you cancelled the recurring charge. Your bank can initiate a chargeback dispute if Truvision continues to bill you after cancellation.
Pricing and SmartShip costs in new zealand
Understanding Truvision's pricing structure helps you calculate your savings if you cancel promptly.
| Product category | Example price range (NZD) | SmartShip frequency | Annual cost (if enrolled) |
|---|---|---|---|
| Weight-management capsules | $45-$75 | Monthly | $540-$900 |
| Nutritional supplements | $35-$60 | Monthly | $420-$720 |
| ProFactor or replacement packs | $55-$85 | Bi-monthly | $330-$510 |
| Bundle or starter pack | $120-$200 | First month only | $1,440-$2,400 (if continued 12 months) |
| Wellness teas and accessories | $20-$40 | Monthly or as-needed | $240-$480 |
These prices are typical but may vary based on your associate's pricing and any active promotions. SmartShip orders are often discounted compared to one-time purchases, which is why the company encourages recurring enrolment. However, the discount means little if you are not using the products. Cancelling immediately after enrolment avoids 11 months of unnecessary charges.
Refund rights and how to claim money back
Truvision's refund policy and your legal entitlements are separate; you have rights beyond what the company's terms permit.
Refunds for unopened products and returns
If you have unopened, unused Truvision products still in original packaging, you may be eligible for a refund under the company's return policy. Most direct-sales companies offer a limited return window (often 30-60 days from purchase). Contact your associate or Truvision customer service and request a return authorisation number. You will typically need to ship the products back to Truvision at your own cost (unless you are returning due to a defect). Once the company receives and inspects your return, they process a refund to your original payment method, which can take 1-3 weeks.
Refunds for faulty or misrepresented products
If products are faulty, do not work as advertised, or were marketed with misleading claims, you can demand a refund under the Consumer Guarantees Act regardless of whether they are opened or used. You do not need to accept a return-shipping process; you can demand an immediate refund or replacement. Write to Truvision in writing (by email or post) and state your claim clearly: "This product is faulty [describe the issue] in breach of the Consumer Guarantees Act. I demand a full refund within 7 days." Yafee recommends sending this letter by email so you have a timestamp and proof of delivery. Keep a copy of your letter and all supporting evidence (photos, marketing claims, testimonials you relied on).
Chargebacks and payment disputes
If Truvision charges you after cancellation or refuses to refund faulty products, contact your bank or credit card company and initiate a chargeback dispute. You must do this within a specific timeframe (usually 60-120 days from the charge date, depending on your bank). Provide your bank with a copy of your cancellation confirmation or your refund demand letter. Your bank will investigate and may reverse the charge while the dispute is being resolved. Yafee advises filing a chargeback as a last resort, but it is a powerful tool if the company ignores your refund request.
Common mistakes to avoid during cancellation
Cancelling Truvision is straightforward if you avoid these traps that catch many New Zealand customers.
Missing the 2-business-day deadline
The most costly mistake is failing to cancel before your next shipment date. You lose the 2-business-day window only once per cycle. If you miss it by even one day, Truvision processes the charge, and you must then request a refund or arrange a return. Set a calendar reminder three business days before your scheduled shipment date. Do not rely on memory or intention; use a digital alarm to alert you at least two days in advance.
Cancelling through the wrong channel
Emailing a generic Truvision email address or posting on social media takes days or weeks to resolve, while your shipment may process in the meantime. If you enrolled through an associate, contact that associate first; they have the fastest access to cancellation. If you enrolled directly, call customer service rather than email when possible. Phone calls create an immediate record and allow you to ask clarifying questions. Always request written confirmation, whatever method you use.
Assuming verbal cancellation is final
A representative may tell you, "Your SmartShip is cancelled," but without written confirmation, you have no proof. The company's system may not have recorded the cancellation, or a different representative may process your account and miss the cancellation flag. Always obtain written confirmation by email or screenshot. If the cancellation confirmation does not arrive within 24 hours, follow up with another call or email referencing your previous conversation.
Neglecting to monitor your account after cancellation
After you cancel, check your bank statement for at least two billing cycles. If an unauthorised charge appears after your cancellation date, contact your bank immediately. Do not delay; chargebacks have time limits. Also log into your Truvision account periodically to verify that your SmartShip status shows as cancelled, not paused or suspended. "Paused" accounts can restart automatically, leading to unexpected charges.
After cancellation: next steps and additional support
Your cancellation is complete, but you may need to pursue a refund or escalate a complaint if Truvision refuses to honour your request.
If your refund is denied or delayed
Truvision must process refunds within a reasonable timeframe (typically 7-14 days for bank transfers). If you do not receive your refund after two weeks, send a written demand letter by email. Reference the Consumer Guarantees Act and the Fair Trading Act. State: "I am entitled to a refund under New Zealand consumer law. I require full reimbursement within 7 days. If you do not comply, I will escalate this matter to the Commerce Commission and pursue legal action." Yafee advises keeping a copy of this letter for your records.
Escalating to the commerce commission
If Truvision ignores your refund request or refuses to honour your cancellation, lodge a complaint with the Commerce Commission (New Zealand's consumer protection regulator). You can file a complaint online at www.comcom.govt.nz. Provide a detailed account of your cancellation attempt, the dates you contacted the company, copies of all correspondence, and details of any charges made after your cancellation date. The Commerce Commission investigates alleged breaches of the Fair Trading Act and Consumer Guarantees Act and can compel companies to refund consumers or face penalties.
Seeking legal advice
If your financial loss is significant (typically over NZD $500), consider consulting a lawyer who specialises in consumer law. Many lawyers offer free initial consultations. A lawyer can send a formal demand letter on their letterhead, which often prompts faster company responses than consumer communications alone. Alternatively, you can pursue your claim through the District Court (for amounts up to NZD $15,000) without a lawyer, though legal representation strengthens your case.
Comparison: Truvision vs. alternative wellness programmes in new zealand
Before cancelling Truvision entirely, you may want to consider whether an alternative programme better suits your needs.
| Provider | Product type | Typical cost (NZD/month) | Cancellation ease | Refund policy |
|---|---|---|---|---|
| Truvision | Weight-loss supplements, wellness packs | $45-$85 | 2-business-day notice required | 30-60 days, returns required |
| iHerb (online retailer) | Vitamins, supplements, wellness products | $20-$60 per order | No subscription; one-time purchases | 30 days, full refund or exchange |
| Nutrifirst (NZ-based) | Nutritional supplements, protein powders | $30-$70 | Cancel anytime online | 14 days, unopened products |
| Herbalife | Nutrition, weight management, energy drinks | $40-$90 | 7-day notice for auto-delivery | 30 days, product-dependent |
| Local GP or registered dietitian referral | Personalised nutrition plans, prescription support | $50-$150 per consultation | No ongoing charges unless enrolled in programme | Not applicable; professional service |
If you are unhappy with Truvision, you have alternatives that offer greater flexibility, lower costs, or more personalised support. One-time purchase retailers like iHerb eliminate recurring charges entirely. Consulting a registered dietitian gives you professional, evidence-based nutritional advice tailored to your health goals, which may be more effective than over-the-counter supplements.
Your cancellation checklist
Use this checklist to ensure you complete every cancellation step and protect your refund rights.
- Gather your Truvision account number, email, and phone number.
- Identify your associate or the channel through which you enrolled (website, phone, in-person).
- Review your most recent invoice to confirm your next scheduled shipment date.
- Calculate your cancellation deadline (at least 2 full business days before shipment).
- Contact your associate or Truvision customer service before the deadline using the fastest available method (phone is preferred).
- Request written cancellation confirmation by email or screenshot the online confirmation page.
- Save the confirmation email to a dedicated folder and forward it to your personal email address.
- Monitor your bank statement for the next two billing cycles to confirm no charges appear.
- Log into your Truvision account and verify SmartShip status shows as "Cancelled," not "Paused."
- If a charge appears after cancellation, contact your bank immediately and initiate a chargeback if necessary.
- If Truvision refuses a refund, send a written demand letter referencing the Consumer Guarantees Act.
- If the company ignores your demand, lodge a complaint with the Commerce Commission within the statutory timeframe.
Contacting Truvision to cancel: addresses and phone numbers
Truvision is headquartered in the United States, and New Zealand customers must use the U.S.-based contact channels below. Note: Truvision does not maintain a publicly listed New Zealand postal address for consumer cancellations.
United states headquarters (primary contact point)
TruVision Health LLC
Draper, Utah 84020
United States
For customer service enquiries and cancellations, contact the main Truvision customer service line. Phone numbers and email addresses change periodically; verify the current contact details on the official Truvision website (truvisionhealth.com) before you call or email. When you call, expect to provide your account number and request SmartShip cancellation. Request written confirmation of your cancellation by email.
Online cancellation portal
Log into your Truvision customer account on the official website. Navigate to "My Account," "SmartShip Settings," or similar section. If your account offers an online cancellation or pause option, use it immediately and screenshot your confirmation page. If no online cancellation option appears, contact customer service by phone.
Cancellation by email
Send a formal cancellation email to Truvision's customer service email address (verify on the website). Include your full name, account number, and email address associated with your account. Write: "I request immediate cancellation of my SmartShip enrolment effective today. Please confirm this cancellation in writing and confirm that no further shipments or charges will be processed." Keep a copy of your email and the timestamp of delivery.
Final guidance: take action today with yafee
Cancelling Truvision in New Zealand requires clear communication, strict adherence to the 2-business-day deadline, and documented proof of your cancellation request. Your consumer rights under the Consumer Guarantees Act and Fair Trading Act protect you even if the company's terms suggest otherwise. Yafee has helped thousands of consumers cancel recurring charges, obtain refunds for faulty products, and escalate complaints to the Commerce Commission when companies refuse to cooperate.
The sooner you cancel, the more you save. Missing a single 2-business-day deadline costs you another month of unwanted charges. Follow the checklist above, obtain written cancellation confirmation, monitor your account for the next two billing cycles, and escalate to the Commerce Commission or a lawyer if Truvision refuses to honour your cancellation or refund request. Yafee recommends acting immediately if your next shipment date is within one week. Contact your associate or Truvision customer service today, and request that written confirmation of cancellation be sent to your email within 24 hours. Your refund rights are protected by law, and Yafee is here to help you understand your options every step of the way.
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