Refund for a cancelled subscription box
It is incredibly frustrating when you cancel a subscription, only to find you have been charged again or another box arrives. You have rights when a company fails to honour your cancellation. This guide will help you claim your money back.
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When you cancel a subscription, the company is obligated to stop billing you and sending products as per their terms and conditions, and within consumer law. If you cancelled correctly and were still charged or received a box, this constitutes a failure to provide services with reasonable care and skill, or supply goods as agreed, under the Consumer Rights Act 2015. Additionally, for online purchases, you generally have a 14-day cooling-off period under the Consumer Contracts Regulations 2013, allowing you to cancel and receive a refund. If direct resolution fails, you can initiate a chargeback through your bank or card provider, disputing the transaction as unauthorised or for services not received.
Step by step
- 1Gather proof of your cancellation. This could be an email confirmation, a screenshot of a cancellation page, or a log of a phone call.
- 2Contact the subscription box company directly. Clearly state when you cancelled, what you were charged for, or what you received, and demand a full refund. Reference your proof of cancellation.
- 3If the company refuses or delays, send a formal letter of complaint. Outline the facts, refer to the Consumer Rights Act 2015, and state that you will pursue further action if they do not comply within 14 days.
- 4Initiate a chargeback with your bank or card provider. Provide them with all your evidence, explaining that you cancelled the subscription but were still charged or sent goods without your consent.
What they'll say, and your comeback
“You didn't cancel correctly, or you missed the deadline for the next box.”
Comeback, I have proof that I cancelled on [date] and followed your stated cancellation process. Any charges or deliveries after this date are invalid.
“Our terms and conditions state that subscriptions are non-refundable once processed.”
Comeback, Under the Consumer Rights Act 2015, if I cancelled correctly and did not receive the service or goods, or if they were sent after cancellation, I am entitled to a refund. Your terms cannot override my statutory rights.
“We can only offer store credit or a partial refund.”
Comeback, I am entitled to a full monetary refund for the unauthorised charge or unwanted goods, not store credit. Please process the full refund to my original payment method.
FAQ
What if I already opened the box?
If the box arrived after you cancelled and you were charged for it, you should still be entitled to a refund. You may be asked to return the box, in which case the company should cover the return shipping costs.
How long does a company have to refund me?
Once a refund is agreed or legally due, it should typically be processed without undue delay, and in any event within 14 days of the company agreeing you are entitled to it.
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- UK / USHow to stop a gym charging you after you cancelled
- GlobalHow to get a refund after a free trial charged you
- UKHow to Cancel Your PureGym Membership & Stop Payments
- FranceRésilier un abonnement et obtenir un remboursement en France
- GermanyAbo kündigen und Geld zurück in Deutschland
- IrelandCancel a Subscription and Get a Refund in Ireland
A self-serve tool, not a law firm. General information, not legal advice.