How to cancel your iMusic subscription and claim a refund in new zealand

What iMusic is and why new zealand customers cancel

iMusic is a Denmark-based music and media retailer operated by iMusic A/S that sells physical products, digital downloads, and app-based subscriptions to customers worldwide, including New Zealand. The company processes all orders and cancellations through its Danish headquarters, which means you'll communicate internationally when you need support. Yafee has helped thousands of New Zealand consumers navigate international cancellations like this one, ensuring your rights remain protected regardless of where the company operates.

You might cancel because you've found a cheaper alternative, received a faulty item, changed your mind about a purchase, or simply no longer need the service. Whatever your reason, you have enforceable legal rights that apply regardless of iMusic's location or terms of service.

How iMusic operates for new zealand customers

iMusic does not maintain a physical office or customer service team in New Zealand. All cancellations, returns, and refund requests are processed by the Danish head office via email, postal mail, or phone. This geographical distance makes clear documentation essential: keep every email, order confirmation, and communication record you send and receive.

The company operates under European Union consumer protection rules, which create an advantage for you. As a New Zealand customer purchasing from an EU-based retailer, you benefit from both EU consumer law standards and protections under New Zealand's Consumer Guarantees Act 1993. This dual protection strengthens your position when claiming refunds or disputing faulty goods.

When you should cancel iMusic

Cancel immediately if you discover the product or subscription does not match the seller's description, arrives damaged, or fails to function as advertised. You should also cancel if you simply change your mind within the statutory withdrawal period (explained below). For faulty or incorrect items, New Zealand law grants you up to 24 months to lodge a complaint and claim compensation.

Your consumer rights when cancelling iMusic

New Zealand law and European Union consumer protections combine to give you strong cancellation and refund rights that iMusic cannot override with its own terms.

The 14-day right of withdrawal under EU law

Because iMusic operates under EU consumer rules, you have a statutory 14-day right to withdraw from any purchase and return goods with no questions asked. This period starts from the date you receive your order, not from the purchase date. Your cancellation request must reach iMusic within this 14-day window, and the goods must be returned within a reasonable timeframe after that.

To qualify, you must not have used the item in any way that damages it or significantly changes its condition. For digital goods or subscriptions purchased through Apple App Store or Google Play, the withdrawal right is controlled by those platforms instead, with their own 14-day refund policies.

New zealand's consumer guarantees act 1993

If iMusic sells you faulty goods, items that do not match the description provided, or products that fail within a reasonable time, the Consumer Guarantees Act protects you for 24 months. You can demand a full refund, repair, or replacement at no cost to yourself. This Act overrides any limitations in iMusic's terms and conditions.

Your legal position: The Consumer Guarantees Act states that goods must be of acceptable quality, fit for purpose, and match the seller's description. Section 17 of the Act grants you the right to reject goods that breach these guarantees. iMusic cannot limit or exclude these protections, even in its standard terms. Reference this Act directly in your cancellation email to strengthen your claim if iMusic initially refuses your refund.

Digital and app-based subscriptions

If you purchased a subscription or digital content through Apple App Store or Google Play rather than directly from iMusic, you cancel with the app platform, not iMusic itself. Apple and Google both offer 14-day refund windows for app purchases and subscriptions. You request cancellation and refunds directly through your device's app store settings or account management page.

iMusic has no direct control over these purchases, so contacting iMusic about an app-store purchase will not result in a refund. Instead, log into your Apple or Google account, locate the iMusic subscription or purchase, and select "Request Refund" within 14 days of the transaction date.

How to cancel iMusic: step-by-step methods

Yafee outlines the correct process for each cancellation scenario, from orders not yet shipped to refund claims for faulty goods.

Cancelling an order before shipment

If your order has not yet shipped, contact iMusic immediately to cancel before goods leave their warehouse. This results in the fastest refund and avoids return postage costs.

1. Locate your order number from the confirmation email you received.
   • Search your email inbox for "iMusic confirmation" or "order number".
   • If you cannot find it, reply to any iMusic email with a request for your order details.
2. Send an email to iMusic's customer service address stating your full name, order number, and request to cancel before shipment.
   • Use the contact address provided in your order confirmation or at iMusic's website.
   • Keep the sent email in your records.
3. Request written confirmation of your cancellation within 48 hours.
   • A refund confirmation email counts as proof of cancellation.
4. Expect the refund to appear in your bank account within 5 to 10 business days once cancellation is confirmed.
   • International transfers may take longer; allow up to 14 days.

Cancelling and returning goods after receipt

If your order has already arrived and you wish to withdraw within the 14-day period, you must notify iMusic in writing and arrange return postage.

1. Send a cancellation email to iMusic's customer service within 14 days of receiving the item.
   • Include your full name, order number, and reason for cancellation.
   • State that you are exercising your right of withdrawal under EU consumer law.
   • Request return instructions and a prepaid return label if available.
2. Pack the item securely in its original packaging if possible.
   • Include all accessories, manuals, and original wrapping.
   • Ensure the item is in the same condition as received (unused or minimally used).
3. Obtain the return address from iMusic's response email.
   • iMusic's Denmark address will be provided in their customer service reply.
   • Do not send goods without obtaining the correct address first.
4. Send the package via tracked international courier (DHL, FedEx, or NZ Post International).
   • Choose a service that provides proof of delivery.
   • Keep your tracking number and receipt.
5. Monitor your account for refund confirmation once iMusic receives the return.
   • Refunds typically process within 10 to 14 days of receipt at the warehouse.

Claiming a refund for faulty or misdescribed goods

If the item arrived faulty, damaged, or does not match iMusic's description, you may claim a refund under the Consumer Guarantees Act at any time within 24 months.

1. Document the fault with clear photographs or video evidence.
   • Photograph the item from multiple angles showing the defect.
   • Include packaging damage or manufacturing faults in your evidence.
2. Send iMusic a detailed email describing the fault and attaching your evidence.
   • Reference section 17 of the Consumer Guarantees Act 1993.
   • State that the goods do not meet acceptable quality standards.
   • Demand a full refund or replacement at iMusic's cost.
3. Allow 5 business days for iMusic to respond.
   • iMusic must acknowledge the fault claim and offer a remedy (refund, replacement, or repair).
4. If iMusic refuses to refund faulty goods, escalate to the Commerce Commission (New Zealand's consumer authority).
   • The Commerce Commission enforces the Consumer Guarantees Act and can compel iMusic to refund you.
   • File a complaint at www.comcom.govt.nz with copies of all emails and photographs.

Cancelling app-store subscriptions

If you subscribed to iMusic through Apple App Store or Google Play, cancel directly through the platform.

1. For Apple devices: Open Settings, tap your name, select Subscriptions, find iMusic, and tap Cancel Subscription.
   • Confirm cancellation; your subscription ends at the next billing date.
2. For Google Play: Open the Play Store app, tap your profile icon, select Payments and Subscriptions, locate iMusic, and tap Cancel.
   • The subscription stops immediately unless you are within the refund window.
3. For a refund of a recent app purchase or subscription charge, select "Request Refund" on the same screen within 14 days of the charge date.
   • Apple and Google approve refunds automatically if you request within this window.

IMusic refund timescales and payment methods

Understanding when your refund will arrive helps you track its progress and know when to follow up if it does not appear.

iMusic refunds are credited to the original payment method (debit card, credit card, or PayPal). If you paid by card, your bank may take an additional 3 to 5 days to process the reversal. Do not contact your bank until 14 days have passed since iMusic approved the refund.

Common mistakes to avoid when cancelling iMusic

Cancellations often fail because customers skip key steps or miss critical deadlines. Yafee advises you to avoid these errors and protect your refund claim from the start.

Waiting too long to notify iMusic

Your 14-day withdrawal window is counted from the date you receive the goods, not the purchase date. If you receive an item on Monday and wait until the following Monday to notify iMusic, you have only 7 days left to send goods back. Notify iMusic immediately upon receipt or within the first 5 days to ensure you have enough time for return postage.

Returning goods without notification

Never post goods back to iMusic without first receiving a return address confirmation from their customer service. If you send a package without authorization, iMusic may refuse it, and you will bear the cost of return postage. Always obtain written confirmation of the return address and your right to return before sending anything.

Failing to keep evidence of communication

Screenshot or forward all emails to yourself the moment you send them. If iMusic later claims you never requested a cancellation, your email records are your only proof. Likewise, keep tracking numbers and receipts for all return shipments.

Attempting to cancel through social media instead of official channels

iMusic does not process cancellations via Facebook, Instagram, or Twitter. Complaints on social media may generate a response, but they do not legally notify the company of your withdrawal. Always use the email address or postal address listed on iMusic's official website or your order confirmation.

Ignoring the 24-month consumer guarantees act deadline

Faulty goods can be claimed within 24 months, but you must notify iMusic in writing before that deadline expires. A verbal complaint or casual message does not count. Send a formal email referencing section 17 of the Consumer Guarantees Act to create a binding record.

What happens after cancellation

Once your cancellation is confirmed, Yafee recommends these steps to protect yourself and track your refund.

Monitoring your refund status

After iMusic approves your cancellation, allow 5 to 10 business days for the refund to appear in your bank account. Check your bank account regularly. If the refund has not arrived after 14 days, contact iMusic again with your cancellation confirmation email and request a refund status update.

Disputing the refund with your bank

If iMusic refuses to refund after 14 days, contact your bank and request a chargeback or dispute. Provide your bank with copies of your cancellation email and iMusic's refusal. Your bank can reverse the charge if you have clear evidence that you requested cancellation within the statutory period.

Escalating to the commerce commission

If iMusic ignores your cancellation request or refuses to refund faulty goods, file a complaint with the Commerce Commission (comcom.govt.nz). The Commerce Commission enforces the Consumer Guarantees Act and can compel iMusic to refund you. Include all email correspondence and proof that you attempted to resolve the issue directly with iMusic first.

Cancellation checklist for your records

When to escalate your complaint

Yafee advises escalation when iMusic fails to respond within 5 business days or refuses your refund claim.

Contacting the commerce commission

The Commerce Commission is New Zealand's consumer protection authority and enforces the Consumer Guarantees Act. If iMusic refuses your refund or ignores your cancellation request, file a complaint at www.comcom.govt.nz. Include your order number, copies of all emails, and a summary of what iMusic promised versus what you received.

Reporting to the european commission (for EU law violations)

If iMusic violates EU consumer protection rules (for example, by refusing the 14-day withdrawal right), you may file a complaint with the European Commission's consumer protection office. This is useful if iMusic claims its own terms override the statutory 14-day period. However, the Commerce Commission complaint is typically faster for New Zealand customers.

Requesting a chargeback from your bank

If you paid by credit card or debit card and iMusic has not refunded after 14 days, contact your bank and request a chargeback (reversal of the charge). Your bank can investigate and recover your funds if you provide evidence of the cancellation request and iMusic's refusal or failure to refund. This process typically takes 10 to 30 days.

IMusic's contact information and return address

iMusic does not maintain a physical customer service office in New Zealand. All cancellations and returns are processed through the following Denmark address and email contact points.

Postal address for returns:

iMusic A/S
[Awaiting confirmed Denmark postal address from iMusic's customer service page or order confirmation]

Always request the return address directly from iMusic's customer service email before sending any goods. The address may vary depending on the type of return (physical goods versus digital content disputes), and iMusic will confirm the correct destination in their response to your cancellation email.

Email contact: Check your order confirmation email for the specific customer service address, or visit iMusic's official website to locate the current customer service email. Email is the most reliable way to initiate a cancellation because it creates a dated written record.

Phone contact: iMusic may provide a phone number on their website, but phone calls do not create written proof of your cancellation request. Always follow up a phone conversation with a cancellation email sent within 24 hours.

Summary and next steps

Cancelling iMusic is straightforward if you follow the legal framework and document every step. You have a 14-day statutory right to withdraw from any purchase under EU consumer law, plus 24 months to claim for faulty goods under New Zealand's Consumer Guarantees Act. Notify iMusic in writing (by email), obtain return instructions, and send goods back via tracked courier. Keep every email and receipt. If iMusic refuses your refund, escalate to the Commerce Commission, which has the power to compel a refund.

Yafee has helped thousands of New Zealand consumers cancel subscriptions and claim refunds from international retailers. The process is faster and more certain when you act within the legal timeframes and provide clear written notice from the start. Your rights are strong, and iMusic cannot override them with its own terms and conditions. If you follow these steps carefully, your cancellation will succeed and your refund will arrive within 14 days of iMusic's approval.