Cancel Highlights: Step-by-Step Guide

How to cancel Highlights subscription in UAE and protect your refund rights

Why you might cancel Highlights and what you should know first

Highlights is a monthly subscription box designed for children, delivering age-tailored educational activities, books, games and crafts to your home. The service charges recurring fees-typically between 40 and 90 AED monthly, depending on your child's age tier-through your account at shop.highlights.com or via app store platforms, depending on how you signed up.

Your reason for cancelling matters less than understanding your rights. Whether your child has outgrown the content, budget constraints have changed, or the subscription simply doesn't fit your family's needs anymore, you have legal protections in the UAE that guarantee your ability to cancel and pursue refunds. At Tocancel, we believe you should feel confident taking control of your subscriptions without hassle or hidden charges.

Common reasons parents cancel Highlights

You might cancel if your child isn't engaging with the materials, if the monthly cost no longer fits your budget, or if you've found alternative educational resources that work better. Many parents also cancel when their child transitions to school-based learning programs that reduce their need for subscription boxes. Some simply decide the content doesn't match their child's learning style or interests.

Whatever your reason, cancellation is your right-and Tocancel is here to walk you through it step by step.

What to gather before you start cancelling

Collect your account login credentials for shop.highlights.com, your order confirmation email, and your most recent billing statement. Having this information ready-stored in one place-speeds up the entire cancellation process and gives you evidence if a dispute arises later. Keep these documents safe even after you cancel, as proof of your cancellation request.

Your consumer rights under UAE law

The UAE Consumer Protection Law gives you clear, enforceable rights when cancelling subscriptions-and you should understand exactly what you can demand.

The 14-day cooling-off period and your legal position

Under Federal Law No. 24 of 2006 (the Consumer Protection Law of the UAE), you have the right to cancel any online purchase-including subscription boxes-within 14 calendar days from the date of purchase. This is called the "cooling-off period," and it applies whether you signed up for Highlights online or via the app. During this window, you can request a full refund of all charges incurred without penalty or explanation.

Your legal position is straightforward: if you notify Highlights in writing (email counts) within 14 days, the company must refund you in full. This is not a favour; it is a statutory right backed by UAE consumer law and enforced by the General Authority for Consumer Protection (GACP).

Protection beyond the 14-day window

If you cancel after 14 days, you still have rights. UAE consumer law protects you if Highlights fails to deliver promised content, sends materials unsuitable for your child's age group, or continues charging you after you've requested cancellation. You can dispute any charge and demand a refund if the service has not met its contractual obligations.

If the company refuses to honour your cancellation or disputes a legitimate refund claim, escalate your complaint to the General Authority for Consumer Protection (GACP). File a formal complaint with your cancellation confirmation, billing statements and all correspondence with the company.

How to escalate with the GACP if needed

Contact the General Authority for Consumer Protection via their website at www.consumerprotection.ae or call 800-4224. Provide your account number, screenshots of your cancellation request, your billing history and copies of any emails exchanged with Highlights. The GACP has enforcement power and can compel Highlights to refund you if the company is in violation of consumer law. Tocancel recommends keeping this contact information saved in your records before you cancel.

How to cancel Highlights: your four methods

You have multiple accepted ways to cancel; we rank them by speed, reliability and proof of cancellation you'll receive.

Cancel online through your Highlights account (fastest and recommended)

Logging into your account and cancelling directly is the quickest, most transparent method. You'll receive instant confirmation, can take a screenshot for your records, and have clear evidence of your cancellation request. This method takes 3-5 minutes and leaves no room for miscommunication.

1. Visit shop.highlights.com in your web browser.
   • If you're on a mobile device, you can also use the Highlights app on your phone or tablet.
2. Enter your email address and password to log in.
   • If you've forgotten your password, click "Forgot Password" and follow the reset link sent to your email inbox.
3. Navigate to your account settings by clicking your profile icon or "My Account" in the main menu.
   • Look for a section labelled "Subscriptions," "Billing," or "My Subscriptions."
4. Find your active Highlights subscription in the list and click on it to view details.
   • You should see the subscription status, billing date and the option to manage or cancel.
5. Click "Cancel Subscription" or "Stop Delivery" and confirm your request when prompted.
   • The system may ask why you're cancelling; your answer is optional but helps Highlights improve.
6. Take a screenshot of the confirmation message showing your cancellation has been processed.
   • Save this image in your phone or email for your records as proof of cancellation.

You will receive a confirmation email within 1-2 hours. If you do not receive this email within 24 hours, contact Highlights customer support with your screenshot.

Cancel by phone

Calling Highlights customer service allows you to speak directly with a representative and confirm cancellation verbally. While slower than online cancellation, this method gives you the chance to ask questions and ensures a human confirms your request. Write down the name and employee ID of the representative you speak with, as well as the call time and date.

1. Contact Highlights customer service by phone. Check your confirmation email or visit the Highlights website for the current phone number.
   • Be prepared to wait on hold, especially during peak hours.
2. Provide your account email address and verify your identity when asked.
   • The representative may ask for the last four digits of your payment method or your customer account number.
3. Clearly state that you want to cancel your Highlights subscription effective immediately.
   • Ask the representative to confirm the cancellation date and your refund eligibility if you fall within the 14-day window.
4. Request a confirmation number and note the representative's name and call time.
   • Ask them to email you a written cancellation confirmation, which strengthens your record.

Allow 2-3 business days for the cancellation to be processed and for your final invoice to be adjusted or voided.

Cancel by email

Sending a cancellation email creates a time-stamped written record of your request, which is valuable proof if a dispute arises later. This method is slower than online cancellation but leaves a clear digital trail that Tocancel always recommends.

1. Find the customer support email address for Highlights. Check your confirmation email or the shop.highlights.com website's contact page.
   • If no direct cancellation email is listed, use the general customer service email address.
2. Write a clear, concise email with the subject line "Highlights subscription cancellation request" and include:
   • Your full name and account email address
   • Your customer or account number (if you have it)
   • The request: "I am requesting immediate cancellation of my Highlights subscription, effective today."
   • The date of your request
   • A request for written confirmation of the cancellation
3. Send the email from the address associated with your Highlights account.
   • This helps Highlights verify your identity and link the cancellation to your account.
4. Save a copy of the email and the sent receipt, or forward a copy to your own email for backup.
   • Tocancel recommends keeping this record for at least 12 months.

Expect a response within 2-3 business days. If you receive no response within 5 business days, follow up with a second email marked "Follow-up: Cancellation Request."

Cancel by postal mail

Sending a certified letter to Highlights' registered address creates legal proof of your cancellation request. While the slowest method, it is the most formal and leaves a paper trail that cannot be disputed. Use this method if you want maximum legal protection or if other methods have failed.

1. Find Highlights' registered business address on their website or in your subscription agreement.
   • Confirm this is the correct mailing address for customer cancellations, not just general correspondence.
2. Write a formal letter on plain paper that includes:
   • Your full name and account email address
   • Your customer or account number
   • A clear statement: "I request the immediate cancellation of my Highlights subscription, effective upon receipt of this letter."
   • The date you are sending the letter
   • Your return address and contact phone number
3. Send the letter via certified mail or a courier service that provides tracking.
   • Certified mail gives you proof of delivery and the exact date Highlights receives your request.
   • Save your receipt showing the tracking number and delivery date.
4. Allow 5-10 business days for Highlights to receive and process your request.
   • Follow up by email or phone if you do not receive confirmation within 14 days of posting.

Postal cancellation is legally binding the moment Highlights receives the letter, even if they delay acknowledging it. Keep your proof of delivery forever.

Understanding refunds and billing after cancellation

Knowing what refund you are entitled to-and when you will receive it-removes uncertainty and helps you plan your finances.

Refunds within the 14-day cooling-off period

If you cancel within 14 days of your first purchase, you are entitled to a full refund of all charges incurred. Highlights must process this refund within 14-30 days of receiving your cancellation request, depending on your bank. The refund will be credited to the same payment method you used to subscribe-the credit card, debit card or app store account from which you were charged.

If your refund does not appear within 30 days, contact your bank to initiate a chargeback claim. Provide your bank with your cancellation confirmation and proof that 30 days have passed. Your bank will pressure Highlights to refund you or provide proof that they have already done so.

Refunds after 14 days

After the 14-day window closes, you are still entitled to a refund if Highlights has not delivered the promised content or if they continue billing you after you cancel. You are not automatically entitled to a pro-rata refund (a partial refund for the unused portion of the month), but you can dispute this with the GACP if Highlights refuses to offer one.

In practice, most subscription services offer a pro-rata refund as a goodwill gesture. Request one when you cancel, and if Highlights refuses, escalate to the GACP. Do not accept being told "no refunds after 14 days" without challenging it-your consumer protection rights do not expire after two weeks.

What happens to your account after cancellation

After you cancel, your subscription status will change to "cancelled" or "inactive" in your account dashboard. You will retain access to your account for at least 30 days to download past orders or account history. Highlights will stop charging you immediately, and no future shipments will be sent to your address. If a box is already in transit when you cancel, contact customer service to arrange a return or refuse the shipment.

Pricing and what you should expect to pay

Understanding Highlights' pricing structure helps you calculate your potential refund and decide whether cancellation is financially worth the effort.

Prices vary slightly depending on promotional offers and your location within the UAE. If you have been offered a discounted first month or a promotional code, these discounts still qualify for full refund protection within 14 days-do not let the company claim otherwise. Tocancel advises you to screenshot your exact pricing at the time of purchase so you have proof if a dispute arises.

Common mistakes that cost you time and money

Cancelling can feel stressful if you're unsure of your rights; many people make avoidable errors that delay their cancellation or cost them refunds. Learning what to avoid protects you.

Forgetting to save proof of your cancellation request

The biggest mistake is cancelling but not saving evidence. If you cancel online, take a screenshot immediately. If you cancel by email or phone, request written confirmation and save it. Without proof, Highlights can claim they never received your cancellation request, and the GACP will ask for your evidence before helping you. Screenshot your confirmation screen, save all emails, and store them in a folder on your device or email account labelled "Highlights cancellation" for instant access if needed.

Assuming you have no refund rights after 14 days

Many consumers believe that after the 14-day window closes, they have no right to a refund. This is false. You can still demand a refund if Highlights has not delivered the promised content, has sent unsuitable materials, or has continued charging you after you requested cancellation. If the company refuses, escalate to the GACP-do not simply accept their answer. Your consumer rights under UAE law do not expire on day 15.

Not following up if you receive no confirmation

If you cancel online and see no confirmation email within 24 hours, or if you cancel by email and receive no response within 5 business days, follow up immediately. Do not assume the cancellation went through; contact customer service to verify. Waiting too long allows the company to charge you again and weakens your position if you need to escalate to the GACP. Tocancel recommends following up proactively rather than hoping for the best.

Cancelling through the wrong channel or to the wrong address

Sending your cancellation email to a general support address instead of the dedicated cancellation contact may delay processing. Before you cancel, find the correct channel on the Highlights website. If you send a letter by post, confirm you are using the correct registered business address for customer cancellations. Using the wrong address or contact point can result in delays or your request being lost entirely.

Not keeping records long enough

After you cancel, save all proof of cancellation-screenshots, emails, letters-for at least 12 months. If Highlights charges you after cancellation or a refund does not arrive, you will need this evidence to dispute the charge with your bank or to file a complaint with the GACP. Many people delete their records too quickly and then have no evidence when they need it most.

After cancellation: what happens next and how to verify

Cancellation does not end the moment you click "cancel"; you need to verify that the process is complete and no further charges occur.

Check your account status within 48 hours

Log back into your Highlights account within 48 hours of cancelling and confirm that your subscription status shows as "cancelled" or "inactive." If it still shows as "active," contact customer service immediately; this suggests your cancellation did not process. Take a screenshot of the cancelled status so you have proof that the action was completed.

Monitor your bank statement for surprise charges

Check your bank or credit card statement 5-7 days after cancelling to confirm that no new Highlights charge appears. If you are charged after your cancellation date, this is a breach of contract, and you should immediately dispute the charge with your bank and file a complaint with the GACP. The longer you wait, the harder it becomes to recover the money. Tocancel recommends setting a calendar reminder to check your statement on day 7 after cancellation.

Expect your final shipment to arrive (or be stopped)

If a box is already in transit when you cancel, it may still arrive. You have the right to refuse the shipment or return it unopened for a full refund. If you accept and open the box, you may lose the right to return it, depending on its condition. Call customer service immediately if an unwanted box arrives after cancellation to arrange return or to dispute the charge.

Request written confirmation of your cancellation

If you have not received a written confirmation email within 24 hours of cancelling, request one. Email customer support with the subject "Request for cancellation confirmation" and include your account number and cancellation date. A written record protects you if you ever need to prove to the GACP or your bank that you cancelled on a specific date.

How tocancel helps you cancel with confidence

Navigating subscription cancellations can feel overwhelming, especially when you're unsure of your legal rights or worried about unexpected charges. Tocancel has helped thousands of consumers cancel Highlights and other subscriptions by providing clear, step-by-step guidance and reminding you of the legal protections you have under UAE consumer law.

Our mission is to ensure you feel empowered, not trapped. Whether you are cancelling within the 14-day window or challenging a charge months later, Tocancel walks you through each option and reminds you that your rights are enforceable-the General Authority for Consumer Protection backs them. You are not dealing with this alone.

Visit Tocancel.com for guides on cancelling hundreds of other subscriptions, detailed templates for cancellation emails, and escalation advice if a company refuses to cooperate. Tocancel is your consumer rights partner, and we exist to make sure you stay in control of your money and your subscriptions.

Key takeaways and your next steps

You have clear, enforceable rights under UAE consumer law. You can cancel Highlights using four methods-online (fastest), by phone, by email or by postal mail. If you cancel within 14 days of purchase, you are entitled to a full refund. Even after 14 days, you can demand a refund if Highlights has not delivered as promised or has continued charging you after cancellation. Save proof of your cancellation request and monitor your bank statement for 7 days after cancelling. If Highlights refuses to honour your cancellation or disputes your refund, escalate to the General Authority for Consumer Protection at www.consumerprotection.ae or by calling 800-4224.

The next action is yours: log into shop.highlights.com now and follow the online cancellation steps above, or draft your cancellation email if you prefer a written record. Do not delay-the sooner you cancel, the sooner your refund will be processed. Tocancel is here to support you with additional resources, templates and escalation guidance if you encounter any resistance. Remember: you are in control, your rights are real, and cancellation is your decision to make.

Highlights customer service contact information

For general inquiries: Visit shop.highlights.com or check your subscription confirmation email for the current contact details. To escalate a refund or cancellation dispute: Contact the General Authority for Consumer Protection (GACP), UAE at www.consumerprotection.ae or by telephone 800-4224. To report suspected fraud or non-compliance: File a complaint with the GACP with your cancellation confirmation, billing statements and correspondence history.