How to cancel your Ezibuy account and protect your consumer rights in 2026

What you need to know about ezibuy's liquidation and your options

Ezibuy was a retail platform serving New Zealand and Australia, offering clothing, homewares, and household goods via website, mobile app, and catalogue. In early 2025, the company entered liquidation, which means its online services have ceased normal operation and your subscription, orders, and refund requests face significant delays or may not be fulfilled at all.

If you have an active subscription, pending orders, or outstanding refund claims with Ezibuy, you must act now to protect yourself. At Yafee (yafee.com), we understand that navigating a retailer's collapse is stressful, so this guide explains your legal position under New Zealand consumer law and walks you through the practical steps to cancel, claim refunds, and escalate disputes if necessary.

Why you should cancel immediately

Even though Ezibuy is in liquidation, your subscription may still trigger automatic charges if your payment method remains linked to your account. These charges are unlikely to result in goods or services being delivered, meaning you risk losing money for services that will never be provided. Stopping your subscription now prevents further financial loss and establishes a clear record of when you ceased the relationship.

What liquidation means for your orders and refunds

When a company enters liquidation, a Licensed Insolvency Practitioner takes control of its assets to settle debts in a defined order: secured creditors (like banks), then employees, then other creditors, and finally shareholders. As a consumer, you rank low in this hierarchy. This means refunds for returned items, cancelled orders, or faulty goods may be frozen indefinitely or partially honoured only after liquidation concludes, which can take months or years.

Your consumer rights under new zealand law

New Zealand's consumer protection framework grants you specific rights that Ezibuy's terms and conditions cannot override, even during liquidation.

The consumer guarantees act 1993 and what it protects

Under the Consumer Guarantees Act 1993, all goods sold to you must be of acceptable quality, fit for purpose, and as described. If Ezibuy supplied faulty clothing, damaged homewares, or items that differ significantly from their product description, you retain the right to a refund, replacement, or repair-regardless of Ezibuy's "final sale" or "no cancellation" policy.

The Act also covers services. If Ezibuy charged you for a subscription and failed to deliver the promised benefits-such as early access to sales, exclusive discounts, or regular catalogues-you can claim the subscription fee as a breach of contract under section 13 of the Consumer Guarantees Act. Given the company's liquidation, it cannot deliver these services, so your claim is strong.

Your legal position during ezibuy's liquidation

You hold three core rights:

• Refund for faulty or misdescribed goods: You may claim a full refund if items fail within a reasonable timeframe (typically 6 to 24 months, depending on the product type).
• Refund for undelivered services: If you paid for a subscription and Ezibuy ceases operations without delivering promised benefits, you can claim the full subscription cost.
• Right to escalate to the Commerce Commission: If Ezibuy refuses your claim or becomes unresponsive, you can lodge a complaint with the Commerce Commission, New Zealand's consumer protection regulator, at no cost.

Your consumer rights do not expire when a company enters liquidation. In fact, liquidation strengthens your position because the Licensed Insolvency Practitioner must acknowledge and record all consumer claims. You are a creditor, and the practitioner is legally obliged to assess your claim fairly.

How to cancel your Ezibuy subscription or account

Your cancellation method depends on whether Ezibuy's website remains accessible and your subscription status.

Step 1: attempt to cancel online through your account

1. Visit the Ezibuy website (or mobile app if you installed it previously)
   • If the website is down or displays a liquidation notice, skip to Step 2
   • If the site is operational, log in using your email address and password
2. Navigate to "My Account" or "Account Settings"
   • Look for tabs labelled "Subscriptions," "Billing," "Payments," or "Manage Renewals"
   • Select your active subscription
   • Click "Cancel Subscription" or "Stop Renewal"
3. Confirm the cancellation and screenshot or save the confirmation email
   • Note the date, time, and any confirmation number provided
   • This proof is critical if a charge appears after cancellation

Step 2: submit a written cancellation request to the liquidator

If Ezibuy's website is inaccessible or you receive no response within 7 days of your online cancellation attempt, you must contact the Licensed Insolvency Practitioner handling the liquidation. Send a written cancellation request by post or email to the official liquidation correspondence address.

1. Obtain the liquidator's contact details
   • Check Ezibuy's website homepage for a liquidation notice (usually posted prominently)
   • Search the Companies Office Register at companies-register.companiesoffice.govt.nz using Ezibuy's company number
   • The register will list the Licensed Insolvency Practitioner's name and contact address
2. Draft a letter or email stating:
   • Your full name, email, and customer account number
   • The subscription type and renewal date
   • Your request to cancel effective immediately
   • Your instruction to refund any amounts charged after the cancellation date
   • A request for written confirmation of the cancellation
3. Send by registered post or email to the liquidator's address
   • Keep a copy of your letter and proof of postage (post office receipt or email read confirmation)
   • Expect a response within 10 to 14 business days

Step 3: dispute any charges that occur after your cancellation date

1. Monitor your bank or credit card statements for charges dated after your cancellation
   • Ezibuy subscriptions typically renew on the same date each month
   • Set a reminder for this date so you do not miss a rogue charge
2. If a charge appears, contact your bank immediately
   • Request a chargeback (reversal) citing "service not provided" or "cancellation not honoured"
   • Provide your cancellation confirmation (email, screenshot, or proof of written request to the liquidator) as evidence
   • Banks typically investigate and refund disputed charges within 20 to 30 business days
3. Simultaneously notify the liquidator in writing
   • Include screenshots of the unwanted charge and your bank statement
   • Reiterate that you cancelled and are entitled to a refund

How to claim a refund for faulty goods or undelivered services

If you returned items before Ezibuy's liquidation or paid for a subscription that was never fully delivered, you can claim a refund under the Consumer Guarantees Act.

Step 1: gather evidence of your purchase and the fault

1. Collect your proof of purchase
   • Order confirmation emails from Ezibuy
   • Bank or credit card statements showing the transaction
   • Screenshots of the product listing (if still available) showing the description you relied on
2. Document the fault or missing service
   • For faulty goods: take photos of the defect, wear, or damage; keep the original packaging if possible
   • For undelivered services: note the subscription benefits promised (on the product page or in confirmation email) and when they were supposed to be delivered
   • If you attempted to contact Ezibuy to resolve the issue, save copies of emails or chat transcripts

Step 2: submit your refund claim to the liquidator

1. Write a formal refund claim letter to the Licensed Insolvency Practitioner
   • Include your full name, address, email, and customer account number
   • Describe the item, the fault, or the undelivered service
   • State the purchase date and amount paid
   • Explain why the good or service breaches the Consumer Guarantees Act (e.g., "The garment tore along the seam within 2 weeks of purchase, showing poor workmanship"; or "The subscription promised exclusive sales access, which ceased on [date]")
   • Request a full refund and specify your preferred refund method (bank transfer, original payment method, etc.)
2. Send by registered post or email
   • Keep proof of delivery and a copy of your claim
   • Expect acknowledgement within 10 business days
3. Follow up in writing if you receive no response within 20 business days
   • State that you will escalate to the Commerce Commission if the claim is not resolved within a further 10 days

Escalating your complaint to the commerce commission

If the liquidator denies your refund claim, does not respond, or offers a partial refund you believe is unjust, you have the right to lodge a formal complaint with the Commerce Commission, New Zealand's consumer protection authority.

When to escalate and how to do it

1. Submit a complaint form to the Commerce Commission
   • Visit www.comcom.govt.nz and navigate to "Make a complaint"
   • Complete the online form or request a paper form by phone (+64 4 498 9325)
   • Attach copies of: your proof of purchase, the product listing or subscription description, your cancellation request, the liquidator's response (if any), and evidence of the fault or missing service
2. The Commerce Commission will assess your claim and contact Ezibuy (or the liquidator) for a response
   • This process is free and typically concludes within 6 to 8 weeks
   • If the Commission rules in your favour, the liquidator must honour the decision or face regulatory action
3. If the dispute exceeds NZD $350 and the Commerce Commission cannot resolve it, request referral to the Disputes Resolution Scheme
   • The Scheme offers mediation and arbitration at no cost to you
   • Decisions are binding on both parties

Timeline and what to expect after cancellation

Once you cancel, the timeline to full resolution depends on the stage of liquidation and whether your claim is disputed.

Common mistakes to avoid when cancelling

You are not alone in navigating this situation, and avoiding these pitfalls will protect your claim and speed resolution.

Mistake 1: relying only on online cancellation without written backup

If Ezibuy's website shuts down or your cancellation does not process, you have no proof that you attempted to cancel. Always follow up with a written request to the liquidator within 7 days of your online cancellation attempt. This creates an indisputable record and triggers the liquidator's legal obligation to respond.

Mistake 2: ignoring post-cancellation charges

Many consumers assume a single charge after cancellation is a system error and ignore it. Do not. Each charge is a separate breach of contract, and your bank can reverse it only if you report it within 120 days. Dispute every unwanted charge immediately, keep proof of your cancellation, and notify the liquidator each time.

Mistake 3: missing the deadline to claim under the consumer guarantees act

You must claim faulty goods within a reasonable time of purchase or discovery of the fault. For clothing and homewares, "reasonable time" is typically 6 to 24 months, but do not delay. If Ezibuy is liquidated, delays in responding may be perceived as acceptance, weakening your position. Submit your refund claim for faulty goods immediately, even if you purchased the item months ago.

Mistake 4: accepting a partial or delayed refund without written confirmation

If the liquidator offers a refund but does not provide a written timeline or confirmation, your money is not secure. Request written confirmation of the refund amount, method, and expected payment date before acknowledging the offer. This prevents disputes later.

Key steps to complete before you finish

Before you consider your cancellation resolved, ensure you have completed these steps and retain all evidence.

Contact the Ezibuy liquidator and file your claim

To cancel your subscription or submit a refund claim, write to the Licensed Insolvency Practitioner handling Ezibuy's liquidation. The liquidator's details are published on the Companies Office Register.

How to find the correct liquidator address

1. Visit the Companies Office Register at companies-register.companiesoffice.govt.nz
2. Search for "Ezibuy" or the company's full legal name
3. In the "Events and Notices" section, locate the liquidation notice
4. The notice will display the Licensed Insolvency Practitioner's name, firm, and contact address
5. Use this address for all written correspondence

Alternative contact method: official correspondence address

Ezibuy's Terms and Conditions previously listed a PO Box in Australia for formal complaints and correspondence. However, given the company's liquidation and New Zealand registration, your primary contact should be the Licensed Insolvency Practitioner listed on the Companies Office Register. Send your cancellation and refund claim letters to the practitioner's address, with a copy (if you choose) to any Australian address listed in the original Terms and Conditions as backup.

What to include in your letter

Whether you are cancelling a subscription or claiming a refund, your letter must be clear, dated, and include:

• Your full name and postal address
• Your email address and phone number
• Your Ezibuy customer account number (if you have it)
• The date of your purchase or subscription start date
• A clear description of what you are cancelling or claiming (subscription, faulty item, undelivered service)
• The amount you paid and the amount you are claiming to be refunded
• A brief explanation of why you are entitled to cancellation or refund under the Consumer Guarantees Act (if applicable)
• Your preferred refund method (bank transfer, original payment method, etc.)
• A request for written confirmation of the decision
• Copies (not originals) of your proof of purchase and evidence of the fault or missing service

Send your letter by registered post to ensure proof of delivery. Keep a copy and the receipt.

Protecting yourself after ezibuy's closure

Yafee (yafee.com) has helped thousands of consumers navigate retailer closures and liquidations. Your legal position is strong under New Zealand's Consumer Guarantees Act, but only if you act now and keep clear records. Contact the liquidator in writing within the next 7 days to cancel your subscription and lodge any refund claims for faulty goods or undelivered services. Monitor your bank account for unwanted charges, dispute them immediately, and escalate to the Commerce Commission if the liquidator ignores your reasonable claim.

Consumer protection in New Zealand does not end when a company enters liquidation; it is reinforced. Your rights remain enforceable, and Yafee's detailed cancellation guide ensures you have every tool to reclaim your money and protect your interests. For further guidance on your specific claim or if you need support drafting a letter to the liquidator, Yafee (yafee.com) offers templates and expert advice tailored to consumer law in New Zealand. Act today, keep your records, and hold Ezibuy's liquidator accountable.