How to cancel MyUS and reclaim your money: the complete new zealand guide

What MyUS is and why cancellation matters

MyUS is a parcel forwarding service that assigns you a United States address, enabling you to purchase from American retailers that do not ship directly to New Zealand. The service receives your parcels at their US warehouse, consolidates multiple items into single shipments, and forwards them to your door in New Zealand. Many New Zealand residents use MyUS to access exclusive products, take advantage of US-only sales, or shop retailers with competitive pricing unavailable locally.

You may decide to cancel if your shopping needs have changed, alternative forwarding services offer better value, or ongoing subscription costs no longer justify your usage patterns. Understanding your legal position and the precise cancellation methods available ensures you exit cleanly and recover any eligible refunds. At Yafee, we specialise in helping New Zealand consumers navigate contract termination, and this guide walks you through every step.

The three main services MyUS provides

MyUS operates three distinct service pillars. First, parcel receiving at their US warehouse allows retailers to ship purchases to your assigned American address. Second, repackaging and consolidation combines multiple items into single shipments, reducing your international postage costs. Third, their shopping concierge service places orders directly with US retailers on your behalf, then forwards the completed purchase to New Zealand.

Each service carries different cancellation terms and refund eligibility. Identifying which service you wish to cancel is your essential first step.

Your legal position under new zealand consumer law

The Consumer Guarantees Act 1993 (CGA) is the primary statute protecting your rights when purchasing goods and services in New Zealand, and MyUS cannot exempt themselves from these protections simply because they operate from the United States.

What the CGA guarantees you

The CGA mandates that MyUS must deliver services with due care and skill, complete them within a reasonable timeframe, and charge you a reasonable price. If MyUS loses your parcel, fails to process a refund within their stated timeframe, or breaches these standards, you have statutory grounds to request remedies including account cancellation and full refund of charges.

The CGA also grants you a 12-month window from the date of purchase to raise disputes about service quality or refunds. Furthermore, if MyUS refuses your reasonable cancellation or refund request, the Commerce Commission (comcom.govt.nz) and the Disputes Tribunal (for claims under NZ$15,000) provide free or low-cost escalation routes. Yafee has guided thousands of New Zealand customers through similar disputes, and formal written requests to these authorities frequently unlock refunds that direct negotiation cannot.

Your legal position: what this means in practice

You have the right to cancel MyUS at any time without penalty, provided you give written notice. If MyUS withholds a refund of annual membership fees or charges cancellation penalties, you can escalate to the Commerce Commission or Disputes Tribunal. You do not need MyUS's consent to terminate; you only need to notify them formally in writing. Document every communication and retain copies of your cancellation request and their response. If MyUS ignores your request or refuses to refund eligible amounts within 20 working days, contact the Commerce Commission or Citizens Advice Bureau for further guidance.

Cancellation methods available to you

MyUS offers two distinct cancellation pathways, each with different implications for your account and refunds.

Full account cancellation

Terminating your account closes your MyUS membership entirely, stopping all future charges and access to the service. You can cancel at any time without providing a reason. MyUS will cease billing at the end of your current billing cycle. Annual membership plans may qualify for a prorated refund of unused months (for example, if you cancel after 8 months of a 12-month plan, you may recover refunds for the remaining 4 months). Monthly memberships and non-refundable setup fees are generally excluded from refunds under MyUS's standard terms, though this is negotiable if you have grounds under the CGA.

Single shipment cancellation

You can cancel an individual parcel without closing your entire account, provided you act before MyUS begins physical processing of that shipment. Log into your account dashboard, locate the parcel, and select the cancellation option. Once MyUS moves your items into their warehouse workflow (typically within 24 to 48 hours of receipt), single-shipment cancellation becomes impossible through the automated system, and you must contact their support team directly to negotiate withdrawal.

How to cancel MyUS step by step

The fastest route to cancellation is written notice submitted through MyUS's official channels.

Step 1: cancel via the MyUS website

1. Log into your MyUS account using your registered email and password.
   • If you cannot recall your password, click "Forgot Password" and follow the reset email.
   • Ensure you have access to the email address associated with your account before proceeding.
2. Navigate to your account settings or membership dashboard.
   • Look for a "Billing" or "Subscription" section in the main navigation menu.
   • Some accounts display a "Manage Membership" tab directly on the dashboard.
3. Locate the cancellation option within your membership settings.
   • MyUS typically labels this as "Cancel Membership" or "Close Account".
   • If you cannot find it, scroll to the bottom of your billing page for additional options.
4. Confirm the cancellation request and note the effective date.
   • MyUS will display a summary of your remaining balance and refund eligibility before you confirm.
   • Take a screenshot of this confirmation for your records.

Step 2: submit written cancellation via email

1. Compose an email to MyUS's official support address (verify the current email on myus.com/contact or your account welcome email).
   • Do not reply to promotional or notification emails; send to the primary support inbox only.
2. Include the following information in your email:
   • Your full name and registered account email address.
   • Your MyUS account number (found in your dashboard or previous invoices).
   • A clear statement: "I request cancellation of my MyUS membership effective immediately."
   • Your current billing method and the last four digits of your payment card (for verification).
   • A request for written confirmation of the cancellation and details of any refund due.
3. Send the email and retain a copy for your records.
   • Screenshot the sent email or export it as a PDF immediately after sending.
4. Expect a response within 5 to 10 working days.
   • If MyUS does not acknowledge your request within 10 working days, send a follow-up email referencing the original message and date.

Step 3: request confirmation and refund details

1. Once MyUS confirms your cancellation, ask them to specify:
   • The exact date your membership terminates.
   • Whether any refund is due, and if so, the calculation method and amount.
   • The expected timeframe for refund processing (typically 5 to 10 business days).
2. If MyUS claims no refund is due, ask them to cite the specific terms in your membership agreement that justify withholding payment.
   • Request a copy of the exact clause they are relying upon.
3. Save all correspondence in a dedicated folder on your device or email system.

Step 4: escalate if MyUS does not respond or refuses

1. If MyUS ignores your cancellation request or refuses to refund eligible amounts, file a complaint with the Commerce Commission (comcom.govt.nz).
   • Complete their online complaint form and attach copies of your cancellation email and MyUS's response (or lack thereof).
   • The Commerce Commission will contact MyUS and request their justification within a set timeframe.
2. Alternatively, contact the Disputes Tribunal if your claim is under NZ$15,000.
   • Visit disputes.govt.nz or call your local tribunal office.
   • The tribunal process is free and requires no legal representation.
3. If escalation is necessary, Yafee offers detailed guidance on preparing complaints and managing formal disputes, ensuring your position is documented and legally sound.

Refunds: what you can claim and timescales

Your refund eligibility depends on your membership type and the reason for cancellation.

Annual membership refunds

If you hold an annual plan and cancel before the 12-month term ends, you are entitled to a prorated refund of unused months. For example, if you paid NZD $120 for a 12-month plan (NZD $10 per month) and cancel after 8 months, you should receive NZD $40 (4 months remaining). MyUS processes these refunds within 7 to 10 business days of confirming your cancellation.

Monthly membership refunds

Monthly memberships are generally non-refundable under MyUS's standard terms. However, if you cancel within 14 days of your first charge, the CGA may grant you a cooling-off right (depending on how MyUS contracted with you). Request this explicitly in your cancellation email if applicable.

Setup fees and service charges

Initial setup fees and one-time service charges are typically non-refundable. If MyUS deducted these from your account, you can challenge them under the CGA if they appear unreasonable or were not clearly disclosed before you signed up.

Refund processing

MyUS refunds to your original payment method (debit card, credit card, or PayPal account). Monitor your account statement for 10 to 15 business days after cancellation confirmation. If no refund appears, contact MyUS's billing team immediately with your confirmation email and request. Yafee recommends photographing your bank statement showing the absence of the expected refund; this evidence supports any escalation to the Commerce Commission.

What happens after you cancel

Cancellation is not an instant reset; understand what continues to operate and what stops.

Access to your account and parcels in transit

Once your cancellation takes effect, you lose access to your MyUS account dashboard and cannot initiate new purchases or shipments. However, parcels already in their US warehouse or en route to New Zealand will still be processed and delivered; cancellation does not halt mid-transit shipments. Monitor your email for tracking updates on any parcels that left MyUS's warehouse before your cancellation date.

Unused account credits

If you had account credits or store credit with MyUS, confirm whether these are refundable. Some forwarding services allow you to transfer unused credits to another person; others treat them as non-refundable. Request clarity in writing during your cancellation request.

Recurring charges and card holds

Stop your bank from processing any further MyUS charges by contacting your card issuer directly. Provide them with MyUS's merchant name and inform them you have cancelled the subscription. This adds a safety layer if MyUS processes a charge after your cancellation date (a common dispute trigger).

MyUS pricing and membership comparison

Understanding what you are cancelling helps clarify your refund entitlement.

If you hold an annual plan, cancellation within the first 6 months typically yields a significant refund. Monthly plans offer flexibility but no refund unless you invoke your 14-day cooling-off right under the CGA.

Common mistakes to avoid when cancelling

Cancellation delays and lost refunds often stem from avoidable errors; protect yourself by following these principles.

Mistake 1: cancelling through a third-party platform

If you subscribed to MyUS through Amazon, Apple, or Google Play, you must cancel through that platform's subscription settings, not MyUS directly. Cancelling only with MyUS leaves your subscription active on the third-party platform, and you will continue to be charged. Log into your third-party account, find MyUS in your subscriptions list, and select "Cancel Subscription" there. Confirm cancellation with both platforms to be certain.

Mistake 2: failing to document your request

Verbal cancellation requests (phone calls, chat messages) carry no legal weight if MyUS disputes them later. Always submit cancellation in writing via email or your account dashboard. Screenshot or export every communication. If MyUS claims they never received your request, you will have written proof. Yafee advises all clients to treat cancellation as a formal legal notice, not a casual request.

Mistake 3: not checking for hidden charges

MyUS sometimes applies late fees, storage charges, or repackaging costs to accounts after cancellation is requested. Review your final invoice carefully. If unexpected charges appear after you cancelled, dispute them immediately in writing and reference your cancellation date. These charges are often reversed if you can prove they were incurred after your termination notice.

Mistake 4: abandoning escalation too early

If MyUS refuses to refund or ignores your request, many customers give up. Do not. File a complaint with the Commerce Commission or Disputes Tribunal. These agencies have statutory authority and can compel MyUS to respond. Most disputes are resolved in your favour once formal pressure is applied.

Checklist before you cancel

Run through this checklist to ensure a clean exit:

• Confirm your membership type (monthly or annual) and current billing date.
• Check for any parcels in your MyUS warehouse; allow time for them to be processed if you wish to receive them.
• Verify the cancellation method available to you (website, email, or third-party platform).
• Collect your account number, registered email, and last payment card details.
• Compose and send your cancellation email to the correct support address.
• Save a copy of your cancellation request and the timestamp.
• Expect MyUS's confirmation within 5 to 10 working days.
• Monitor your bank account for 15 days to confirm the refund appears.
• If no refund arrives, contact MyUS's billing team with your confirmation email.
• Escalate to the Commerce Commission if MyUS refuses or does not respond within 20 working days.

When to keep MyUS instead of cancelling

Cancellation is not always the best choice; consider whether continuing your membership serves you better.

Reasons to keep your account

If you anticipate purchasing from US retailers within the next 6 to 12 months, your annual membership cost will likely be lower than restarting a subscription later. Annual plans cost approximately NZD $100 to $150, equating to NZD $8 to $12 per month. If you plan to make even three US purchases per year, the cost per purchase is minimal. Furthermore, MyUS's consolidation feature reduces your international postage costs, potentially offsetting the membership fee across multiple shipments.

Reasons to cancel

Cancel if you have not used MyUS for 6 or more months, prefer a competitor's service, or cannot justify the annual cost against your actual usage. If you made one purchase in the past year and no longer need US shopping access, cancellation frees up money and simplifies your subscriptions.

Contact details and escalation addresses

MyUS's customer support operates from multiple channels. Submit cancellation requests through their official support email (verify on myus.com/contact) or account dashboard.

If MyUS does not respond or refuses your cancellation: Contact the Commerce Commission at comcom.govt.nz or call 0800 943 600. For claims under NZD $15,000, file with the Disputes Tribunal at disputes.govt.nz.

Citizens Advice Bureau: Free advice on consumer disputes; find your local bureau at citizensadvice.org.nz.

Throughout this process, Yafee has helped thousands of New Zealand consumers cancel subscriptions and recover refunds by combining clear legal guidance with practical step-by-step procedures. If you need further support navigating a difficult cancellation or dispute, Yafee's contract law resources are available at yafee.com to ensure your rights are protected and your exit is clean.