How to cancel eSalon and stop recurring charges in new zealand

What eSalon is and why new zealand customers cancel

eSalon is a personalised at-home hair colour subscription service that delivers custom formulas to your door based on your hair type and colouring history. The platform operates both one-time purchases and recurring autoship plans through their website and mobile apps. Many New Zealand customers choose eSalon for convenience, but recurring charges can continue unless you actively cancel before the next shipment enters preparation.

You might cancel because the colour formula underperformed, you discovered a more affordable alternative, or recurring charges no longer suit your budget. Your reason is yours alone. This guide from Yafee walks you through the precise cancellation steps, your statutory rights under New Zealand consumer law, and how to recover money if the service fails to deliver what was promised.

ESalon pricing for new zealand customers

Below are the main eSalon options available in New Zealand, including one-time purchases and subscription plans with their billing cycles and associated costs.

The Flex plan offers a discount but locks you into recurring charges. If you enrolled in autoship without intending to commit long-term, cancelling before the next billing date is essential to avoid unwanted deductions.

Your consumer rights under new zealand law

New Zealand's Consumer Guarantees Act 1993 and Fair Trading Act 1986 create statutory protections that apply to eSalon colour kits regardless of where you live or how you purchased.

Consumer guarantees act protections

Under the Consumer Guarantees Act 1993, all goods supplied to you must be of acceptable quality, fit for their intended purpose, and match any description made at the point of sale. If your eSalon colour kit fails to achieve the promised result or causes damage to your hair, you have statutory rights to seek a remedy. These protections exist separately from eSalon's own 30-day satisfaction guarantee. Consequently, even if eSalon's internal policy expires, your legal rights under the Consumer Guarantees Act may extend further in certain circumstances, particularly where defects emerge after 30 days.

To enforce these rights, contact the Commerce Commission's Consumer Affairs branch or seek advice through your local Citizens Advice Bureau.

Cooling-off rights and distance-selling obligations

New Zealand law does not automatically provide a universal cooling-off period for goods purchased online (unlike the European Union's 14-day distance-selling right). However, if you purchased eSalon through an app store such as Apple's App Store or Google Play, those platforms impose their own refund policies that may grant you up to 48 hours to request a refund. Yafee recommends checking your purchase receipt to identify the seller and applicable terms.

Your legal position

You are protected by New Zealand law, not eSalon's terms alone. If the colour kit does not perform as advertised, you can lodge a complaint with the Commerce Commission. If eSalon refuses a refund or remedy, you retain the right to pursue a claim in the District Court for breach of the Consumer Guarantees Act. The onus is on eSalon to prove the goods were of acceptable quality; the burden does not fall on you.

How to cancel eSalon via the website

The most direct cancellation route is through your eSalon account dashboard on their website, where you can manage your subscription status in real time.

Step 1: log in to your eSalon account

Visit esalon.com and enter your registered email address and password. If you cannot recall your password, click "Forgot password" and follow the reset link sent to your email inbox. You must complete this step before you can access your subscription management panel.

Step 2: navigate to your subscriptions

Once logged in, locate your account menu, usually displayed as a dropdown or profile icon in the top-right corner of the page. Select "My Subscriptions," "Account Settings," or "Manage Subscription" depending on eSalon's current interface layout. You will see a list of your active orders and any pending shipments.

Step 3: select your flex plan or autoship order

Identify your active subscription (typically labelled "Flex Plan" or "Autoship"). Click on the order to open its details. You will see your next shipment date, the amount you will be charged, and your cancellation options.

Step 4: cancel your subscription

Click "Cancel subscription," "Stop autoship," or the equivalent button on your subscription details page. eSalon will ask you to confirm your cancellation and may offer alternative options such as pausing for a set period. Select cancellation (not pause) if you do not intend to restart the subscription.

Step 5: confirm the cancellation in your email

eSalon will send a confirmation email to your registered address. Save this email as proof of cancellation. Check that the email states your subscription is "cancelled" and confirms the date your cancellation took effect. If you do not receive a confirmation within one hour, log back into your account to verify the cancellation was processed.

Critical timing: Cancel at least 24 hours before your "Next shipment date" to prevent eSalon from charging you for an order in preparation. If you cancel after charging has occurred, you will need to request a refund through their customer service.

How to cancel eSalon via mobile app

If you manage your eSalon subscription through their iOS or Android app, you can cancel directly from your mobile device using these steps.

Step 1: open the eSalon app and log in

Launch the eSalon app on your smartphone and sign in with your email and password. If you are already logged in, skip to Step 2.

Step 2: access your account menu

Tap the menu icon (three horizontal lines) or your profile icon, usually located at the bottom or top of the screen. Select "My Account," "Subscriptions," or "Manage Membership."

Step 3: find your active subscription

Scroll to view your current Flex plan or autoship order. Tap on the subscription to expand its details, including your next shipment date and amount due.

Step 4: tap "Cancel subscription"

Select the cancellation option presented on your subscription details screen. The app will prompt you to confirm. Proceed with the cancellation.

Step 5: screenshot your cancellation confirmation

Once cancelled, the app will display a confirmation message. Take a screenshot of this screen and retain it alongside the confirmation email eSalon sends. This creates a paper trail if disputes arise later.

Handling refunds after cancellation

Once you cancel, no further charges will occur. However, if eSalon charged you immediately before you cancelled, or if the product quality fails to meet statutory standards, you may be entitled to a refund.

If you were charged before cancelling

Contact eSalon's customer service and request a refund for the charge you did not authorise. Provide your cancellation confirmation email and the transaction reference from your bank statement. eSalon typically processes refunds within 5-10 business days. In New Zealand, the bank must return the funds to your account; processing time depends on your bank's policy.

If the colour kit failed to meet quality standards

If the formula caused hair damage, delivered an incorrect shade despite your profile information, or otherwise breached the Consumer Guarantees Act, you can request a refund or replacement. Yafee advises sending a written complaint to eSalon's customer service with photographic evidence of the damage or defect. Reference the Consumer Guarantees Act 1993 in your correspondence. If eSalon refuses, escalate your complaint to the Commerce Commission.

Refund timeline

Common mistakes when cancelling eSalon

Cancelling is straightforward once you know the process, but a few pitfalls can derail your plan. Avoid these traps to ensure your cancellation sticks.

Mistake 1: pausing instead of cancelling

eSalon offers the option to "pause" your subscription for a set number of weeks. If you intend to cancel permanently, select "Cancel subscription," not "Pause." Pausing will resume your autoship plan after the pause period expires, and you will be charged again without warning.

Mistake 2: cancelling too close to your shipment date

If eSalon has already initiated the shipping process (status shows "In preparation" or "Shipped"), your cancellation may not prevent the charge. Cancel at least 24 hours before your next scheduled shipment date to guarantee the order is stopped.

Mistake 3: not saving your cancellation confirmation

eSalon may send a confirmation email, but some subscribers delete it immediately. Save the email and screenshot the confirmation from your account dashboard. If a charge appears weeks later, this documentation proves you cancelled and strengthens any dispute.

Mistake 4: forgetting to check your card after cancelling

Monitor your bank or credit card statements for two billing cycles after cancellation. Occasionally, a charge appears despite cancellation. If this happens, contact eSalon immediately with your cancellation proof, and escalate to your bank's dispute resolution team if eSalon does not refund within 10 days.

What happens after you cancel eSalon

Cancellation is not the end of your relationship with eSalon; you retain rights and obligations until any pending refund clears.

Your access to your account

After you cancel, your eSalon account remains accessible. You can log in to view your order history, re-activate a subscription if you change your mind, or download any colour records or shade recommendations eSalon holds. Your profile and personal data remain stored until you request account deletion.

Communication from eSalon after cancellation

eSalon may send follow-up emails offering discounts to reactivate your subscription. You are under no obligation to respond. If you wish to opt out of marketing emails, locate the "Unsubscribe" link at the bottom of any eSalon email and click it. This removes you from their mailing list within 1-2 business days.

Reactivating your subscription

If you cancel but later wish to resume, log back into your account and select "Reactivate subscription" or "Restart Flex Plan." Yafee notes that reactivation usually takes effect within 24 hours, and your next shipment will be prepared according to eSalon's standard cycle.

Cancellation checklist

Use this checklist to ensure you have completed every step and protected yourself from unwanted charges.

ESalon contact details for new zealand customers

If you encounter problems during cancellation or need to dispute a charge, contact eSalon using the following details. Note that eSalon does not maintain a New Zealand-specific customer service address; all inquiries route through their United States corporate office.

Customer service contact

Email eSalon's customer service team at [email protected] and include your account email, order reference, and a description of your issue. eSalon typically responds within 2-3 business days. If your concern relates to a charge or refund, include a copy of your bank statement showing the transaction.

Mailing address for formal cancellation requests

Should you wish to submit a cancellation notice via post (for example, if eSalon's website becomes temporarily inaccessible), address your letter to:

eSalon, Inc.
Customer Service Department
[eSalon's US corporate address]
United States

Include your full name, registered email, subscription reference number, and a clear statement: "I request the immediate cancellation of my eSalon subscription effective today." Send the letter via registered post and retain the tracking number as proof of delivery.

Escalation to the commerce commission

If eSalon does not respond to your cancellation or refund request within 10 business days, or if the company refuses a refund for a defective product, lodge a formal complaint with the Commerce Commission's Consumer Affairs branch. You can file a complaint online at beehive.govt.nz or by calling 0800 943 600. The Commerce Commission will investigate whether eSalon has breached the Consumer Guarantees Act or Fair Trading Act.

Why yafee helps you cancel with confidence

Cancelling a subscription should not require legal expertise or guesswork about your rights. Yafee has helped thousands of New Zealand consumers cancel eSalon and other recurring services by clarifying the exact steps, citing the laws that protect you, and providing the contact details you need to escalate disputes if eSalon refuses.

When you cancel through Yafee's guide, you gain access to templates for written cancellation requests, a checklist to verify each step, and clear instructions on invoking your Consumer Guarantees Act rights if the product failed. Yafee ensures you retain copies of all cancellation proof and know exactly where to escalate if charges continue after you have cancelled.

The process outlined above-logging in, navigating to your subscriptions, and clicking "Cancel"-takes fewer than five minutes. Yet the legal framework behind your right to cancel is robust. New Zealand's consumer laws place the burden on eSalon to prove your goods were of acceptable quality, not the other way around. If eSalon charges you after you have cancelled, or if the colour kit failed to perform, you have statutory remedies available.

Yafee's mission is to translate that legal power into action. When you follow this guide, you cancel with documentation, clarity, and the knowledge that New Zealand law stands behind you. If eSalon disputes your cancellation or refuses a refund, Yafee ensures you understand your next step: escalation to the Commerce Commission, where consumer rights are enforced on your behalf.