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Frequently asked questions
Cancel Facetory: The Right Way to Protect Your Budget
How to cancel your Facetory subscription and protect your beauty budget
Why you might want to cancel Facetory
Facetory is a New Zealand-accessible subscription service delivering curated sheet masks and skincare products to your door each month or quarter. You select between the 7 Lux plan (monthly) or Lux Plus plan (quarterly), and each box contains a selection of beauty items tailored to skincare routines. If the service no longer fits your needs, budget, or skincare goals, Yafee provides a clear legal guide to help you cancel without hassle or unexpected charges.
When cancellation makes financial sense
You might want to cancel Facetory if the monthly cost exceeds your beauty budget, you've accumulated unopened masks, or the product selection no longer matches your skincare priorities. Perhaps you prefer selecting individual items rather than receiving surprise boxes, or you've found a competitor that better suits your routine. Cancelling early protects your bank balance and prevents unwanted charges from accumulating month after month.
The true cost of staying subscribed
Facetory charges approximately NZ$48.42 monthly for the 7 Lux plan (converted from USD 19.90) or NZ$121.70 every three months for Lux Plus (converted from USD 49.95). If you're uncertain about continuing, cancelling sooner rather than later shields your finances from recurring deductions. Review your actual spending before deciding, so you understand exactly what you're saving by leaving the service.
Your consumer rights in new zealand
New Zealand law grants you specific protections when dealing with subscription services and online retailers. Understanding these rights ensures you can cancel confidently and escalate complaints if the company refuses to cooperate after cancellation.
What the consumer guarantees act protects
Under New Zealand's Consumer Guarantees Act 1993, you have the right to goods that are safe, of acceptable quality, and fit for purpose. If Facetory delivers damaged, unopened products or items that don't match their description, you can request a refund or replacement. This law applies regardless of whether you cancel within a refund window or after charges occur. Keep in mind that this protection covers product quality, not subscription buyer's remorse or change of mind alone.
Furthermore, the Consumer Guarantees Act requires that subscription services deliver goods within a reasonable timeframe. If Facetory fails to ship your box on the promised date or stops responding after you've paid, the Commerce Commission (New Zealand's consumer watchdog) can investigate your complaint.
Your legal position under the consumer protection act
New Zealand's Consumer Protection Act 2014 does not mandate a cooling-off period for online subscriptions purchased by choice. However, many retailers, including Facetory, offer voluntary refund windows. Facetory's 30-day return policy applies to unopened marketplace items, not necessarily to subscription boxes once shipped. In accordance with this Act, if Facetory charges you after you've cancelled, you have grounds to dispute the transaction with your bank or card issuer.
Your legal position is strong if Facetory continues to bill you after cancellation. You can lodge a complaint with the Commerce Commission without paying a fee. Yafee recommends saving all evidence: your cancellation confirmation email, bank statements showing unwanted charges, and any correspondence with Facetory's support team.
How to cancel Facetory online
The fastest and most documented way to cancel is through your Facetory account dashboard. This method takes fewer than five minutes and provides immediate written confirmation.
Cancellation through your Facetory account
- Open your web browser and navigate to the Facetory website.
- Log in with your email address and password.
- If you've forgotten your password, click "Forgot Password" and reset it via the email link Facetory sends you.
- Locate the account menu, usually in the top-right corner or under a profile icon.
- Click on "Manage Subscriptions" or "My Subscriptions".
- Find your active Facetory subscription in the list.
- You'll see the plan name (7 Lux or Lux Plus), billing amount, and next renewal date.
- Select the subscription and click the "Cancel" button.
- Facetory may present retention offers or ask why you're cancelling. Read these carefully, then confirm cancellation.
- Look for a confirmation message on screen and check your email for a cancellation receipt within minutes.
Important: Screenshot or save your confirmation email immediately. If Facetory charges you again after cancellation, this receipt proves you cancelled and becomes your primary evidence for a dispute with your bank or the Commerce Commission.
Cancellation by email
If you cannot access your account or prefer written communication, you can cancel Facetory by emailing [email protected]. This method creates a documented trail and is legally enforceable in New Zealand.
- Compose a new email to [email protected].
- Write a clear subject line: "Subscription cancellation request - [Your email address]".
- In the email body, include:
- Your full name as it appears on your Facetory account.
- The email address associated with your subscription.
- Your subscription plan (7 Lux or Lux Plus).
- A direct request: "I request that my Facetory subscription be cancelled effective immediately. Please confirm cancellation in writing."
- Send the email and save a copy to your records.
- Wait for a reply within 2-3 business days. If Facetory does not respond, follow up with another email referencing your first request.
Email cancellation is equally valid under New Zealand consumer law as online dashboard cancellation. Consequently, keep this email and any response in a folder dedicated to Facetory, in case you need to escalate the complaint later.
What happens after you cancel
Cancellation is not immediate cancellation of all future charges. Understanding the timeline and what to expect next prevents confusion and unnecessary worry.
The timeline after you submit cancellation
Once you cancel via your account or email, Facetory stops processing new subscriptions. However, if your renewal date is within 7-10 days of your cancellation request, the company may still charge you for the next box. Check your cancellation confirmation to see the effective date.
Monitor your bank account for 30 days after cancellation. If Facetory charges you after the cancellation date you received, dispute the transaction immediately with your bank. Most card issuers in New Zealand reverse unauthorised charges within 5-10 business days. Yafee advises taking screenshots of your bank statements showing unwanted charges, as these are essential evidence if you escalate to the Commerce Commission.
Requesting a refund for your final box
If Facetory charged you in the 7-10 days after your cancellation request, you may be entitled to a refund. Email [email protected] with the subject "Refund request - unwanted charge after cancellation" and include:
- Your cancellation confirmation email.
- A screenshot of the charge on your bank statement.
- The date you requested cancellation and the date the unwanted charge appeared.
Request that Facetory refund the amount within 10 business days. If the company refuses or does not respond within 5 business days, lodge a complaint with your bank's dispute team, citing the cancellation date as proof the charge was unauthorised.
Pricing and what you'll save
Understanding the exact cost of continuing your subscription helps justify the cancellation decision and shows what you'll save by leaving.
| Plan name | Billing frequency | Cost per cycle (NZD) | Annual cost (NZD) |
|---|---|---|---|
| 7 Lux | Monthly | NZ$48.42 | NZ$580.84 |
| Lux Plus | Every 3 months | NZ$121.70 | NZ$486.80 |
If you remain subscribed to the 7 Lux plan for one more year, you'll spend NZ$580.84 on monthly deliveries. Cancelling now saves you that amount entirely. If you're on Lux Plus, one year costs NZ$486.80. These savings compound if you cancel before your next renewal date.
Common mistakes to avoid when cancelling
Cancelling a subscription can feel straightforward, but several pitfalls often catch consumers off guard. Stay calm and follow these guidelines to avoid problems.
Not saving your cancellation confirmation
The most common mistake is deleting your confirmation email or closing the browser window without screenshotting the cancellation message. Facetory's support team may later claim they have no record of your cancellation request, especially if weeks pass. Consequently, always save your confirmation email, take a screenshot of the on-screen message, and add both to a dedicated folder on your device.
Cancelling too close to your renewal date
If your next billing date is tomorrow and you cancel today, Facetory may still process the charge because the renewal cycle has already begun. Check your renewal date before cancelling. If you're fewer than 3 days away from renewal, cancel immediately to try to stop it, then contact support to explain the timing. Some companies will refund charges if you cancel within hours of an unwanted renewal.
Forgetting to cancel all active subscriptions
If you've opened multiple Facetory accounts or have both a personal and gifted subscription active, you must cancel each one separately. Log in to each account and repeat the cancellation steps. Yafee recommends listing all active subscriptions on a single piece of paper and checking them off as you cancel.
When to escalate your complaint to the commerce commission
If Facetory refuses to honour your cancellation or continues to charge you, escalate your complaint to New Zealand's consumer protection authority.
Filing a complaint with the commerce commission
The Commerce Commission is New Zealand's independent consumer regulator. You can lodge a complaint if Facetory:
- Ignores your cancellation request and continues billing you.
- Refuses to provide a refund for charges incurred after your cancellation date.
- Does not respond to your cancellation email within 10 business days.
- Harasses you or uses aggressive tactics to prevent cancellation.
Visit www.comcom.govt.nz and use their online complaint portal. You'll need your cancellation confirmation email, bank statements showing unwanted charges, and copies of all correspondence with Facetory. The Commission investigates free of charge and can order the company to refund you if they find Facetory breached the Consumer Protection Act.
Disputing the charge with your bank
In parallel with a Commerce Commission complaint, contact your bank's dispute team immediately. Provide them with your cancellation confirmation and ask them to reverse any charges dated after your cancellation request. Most New Zealand banks process disputes within 10 business days. If Facetory disputes the reversal, your bank will ask you to provide evidence-your cancellation email is exactly what they need.
Pricing comparison with alternatives
Before you cancel, you may want to consider whether a competing service offers better value. The table below compares Facetory with similar New Zealand-accessible beauty subscription boxes.
| Service | Frequency | Monthly cost (NZD) | Best for |
|---|---|---|---|
| Facetory 7 Lux | Monthly | NZ$48.42 | Budget-conscious sheet mask lovers |
| Birchbox NZ | Monthly | NZ$55 | Curated beauty and personal care |
| Unboxme | Monthly | NZ$45-70 | Personalised skincare routines |
| Facetory Lux Plus | Quarterly | NZ$40.57 | Bulk deliveries and lower monthly cost |
| Manual product purchase | As needed | Variable | Maximum control over product selection |
If cost is your primary concern, switching to Facetory Lux Plus reduces your monthly equivalent cost to NZ$40.57 per cycle. If you want to avoid subscriptions entirely, purchasing sheet masks individually from Farmers or Nykaa New Zealand gives you complete control over spending. In accordance with your budget and preferences, choose the option that aligns with your actual skincare routine.
How to stay safe after cancellation
Once you've cancelled, take these steps to protect your finances and confirm the cancellation sticks.
Monitor your bank statement for 60 days
Set a phone reminder to check your bank account every week for two months after cancellation. Look for any charge from Facetory or a payment processor with a similar name. If an unwanted charge appears, dispute it immediately with your bank. The sooner you report it, the faster your bank can reverse it.
Delete your saved payment method (optional)
If you no longer plan to use Facetory, log back into your account and remove your saved credit card or PayPal details. This adds a layer of protection if your account is ever compromised. Nevertheless, if you might resubscribe in the future, you can leave the payment method on file.
Unsubscribe from Facetory marketing emails
After cancellation, Facetory will likely send you promotional emails with "re-subscribe" links. Scroll to the bottom of any Facetory email and click "Unsubscribe" to stop receiving these messages. This prevents accidental reactivation and reduces temptation to re-join.
Cancellation checklist
Use this checklist to ensure you've completed every step correctly and protected yourself against unexpected charges.
| Task | Completed |
|---|---|
| Reviewed your cancellation reason and verified you want to leave | ☐ |
| Cancelled via your Facetory account dashboard or by email | ☐ |
| Saved your cancellation confirmation email | ☐ |
| Took a screenshot of the on-screen confirmation | ☐ |
| Noted the cancellation effective date from your confirmation | ☐ |
| Set a reminder to check your bank statement 7 days after cancellation | ☐ |
| Checked your bank account for unwanted charges after 30 days | ☐ |
| Unsubscribed from Facetory marketing emails | ☐ |
| If charged after cancellation, disputed the charge with your bank | ☐ |
Why yafee helps thousands of consumers cancel subscriptions
Cancelling a subscription should be simple, but companies often obscure cancellation options or continue charging after you've asked to leave. Yafee (yafee.com) has helped thousands of New Zealand consumers cancel Facetory and other subscriptions by providing clear legal guidance, step-by-step instructions, and escalation routes if the company refuses to cooperate.
Your consumer rights under New Zealand's Consumer Guarantees Act and Consumer Protection Act are strong. If you cancel Facetory and the company still charges you, Yafee's guides give you the evidence and reasoning you need to dispute the charge with your bank or lodge a complaint with the Commerce Commission. Furthermore, Yafee's detailed checklists ensure you save every confirmation email and screenshot, transforming potential disputes from messy situations into clear-cut cases in your favour.
Cancelling Facetory protects your budget and reclaims control of your spending. Follow the steps above, save your confirmation, monitor your bank account, and escalate to the Commerce Commission if needed. Yafee's resource library covers cancellation for hundreds of New Zealand subscription services, so if you have other subscriptions to cancel, Yafee (yafee.com) provides the same authoritative legal guidance and procedural steps for every company.
Contact details for escalation
If Facetory refuses to honour your cancellation or refund your money, use these official contact routes to escalate your complaint.
Facetory customer support
Email: [email protected]
Note: Facetory does not publish a dedicated New Zealand postal address for cancellation requests. All cancellations must be submitted online via your account or by email to the address above. If you need to mail evidence, keep it for your bank or the Commerce Commission-do not mail it to Facetory unless they specifically request it.
New zealand commerce commission
Website: www.comcom.govt.nz
Online complaint portal: Available on the Commerce Commission website. Lodge complaints free of charge if Facetory breaches the Consumer Guarantees Act or Consumer Protection Act.
Phone: 0800 943 600 (for general inquiries)
Your bank's dispute team
Contact your bank immediately if Facetory charges you after cancellation. Request a chargeback or dispute. Your bank will reverse the charge within 10 business days in most cases. Provide your cancellation confirmation email as proof of the dispute.