Cancel Pura: Step-by-Step Guide for Nigerians

How to cancel your Pura subscription in nigeria: your rights and step-by-step guide

Understanding Pura and what you're actually paying for

Pura is a smart fragrance delivery service that sends scent cartridges and diffuser refills to your home or business on a recurring schedule. You manage your membership through the Pura website or mobile app, and the company charges your payment method automatically each month until you cancel. If you've decided Pura no longer fits your needs or budget, you have clear consumer rights in Nigeria that protect your cancellation and potential refunds. This guide from Tocancel walks you through every cancellation method, your legal protections, and exactly what happens to your money when you stop.

What Pura offers in nigeria

Pura operates two main subscription tracks. The first is their fragrance subscription service, which delivers scent cartridges on a monthly or weekly basis depending on your chosen plan. The second is the Pura.ai app-based service, which provides wellness recommendations and scent customisation on a separate billing cycle. Both services renew automatically and charge your card on your renewal date without additional prompts. Knowing which service you subscribed to is essential before you contact support to cancel.

Why you might want to cancel Pura

Common reasons Nigerian customers cancel include: fragrance preferences changing over time, monthly costs no longer fitting your budget, a preference to buy scents independently, or simply finding a competitor you prefer. Pura has no contractual lock-in period, which means you can cancel without penalty at any time, though the timing of your cancellation affects whether you receive a refund for unused services. Tocancel recommends writing down your cancellation date and reason before you contact the company, so you have a documented record if you need to escalate a dispute later.

Pura's pricing in nigeria and what you should know

Understanding your current plan and its renewal date is the foundation of a successful cancellation.

Subscription plans and typical costs

Exchange rates and Pura's Nigerian pricing fluctuate, so your actual charge may vary slightly from these estimates. Log into your Pura account or find your most recent email receipt to confirm your exact plan name and renewal date. Before you cancel, take a screenshot of your plan details and billing history because you'll need this information if you need to dispute charges with your bank or file a complaint with a consumer authority.

Promotional terms and minimum purchase commitments

If you received a discounted diffuser device offer, you likely agreed to buy a minimum number of fragrance refills over a set period, usually 30 to 90 days. Cancelling before that commitment ends may result in additional charges or fees. Check your original sign-up email from Pura for any promotional terms or fine print regarding penalties. Understanding these terms before you cancel prevents unexpected disputes and keeps the process moving smoothly.

Your consumer rights under nigerian law

Nigerian consumer protection law is your strongest lever if Pura resists your cancellation or refuses to refund unused services.

The federal competition and consumer protection act (FCCPA)

Nigeria's Federal Competition and Consumer Protection Act (FCCPA) gives you the right to cancel any subscription service and request a refund for services you have not yet received. The FCCPA applies to all companies operating in Nigeria, including foreign subscription services like Pura. Under the FCCPA, you do not need Pura's permission to cancel, and the company cannot impose a penalty for cancelling at any time. Your legal position is clear: once you cancel, you stop paying, and you are entitled to a refund for any unused portion of your current billing cycle or future charges already processed.

Your right to cancel and receive a refund

The FCCPA protects you from being locked into unwanted subscriptions. Pura must provide you with a straightforward cancellation method, and the company must honour your cancellation request within a reasonable timeframe, typically 7 to 14 business days. If Pura continues charging you after you cancel, that is a breach of the Act, and you can escalate the complaint to the Federal Competition and Consumer Protection Commission (FCCPC), which enforces consumer rights in Nigeria. Write down your cancellation date and keep copies of all cancellation confirmations, because these become evidence if you need to file a formal complaint with the FCCPC.

Methods to cancel your Pura subscription

Tocancel has identified multiple ways to cancel, depending on which platform you use and where Pura's support responds fastest.

Cancelling through the Pura website or app

The fastest route to cancel is through your own account. Log in to Pura.com or open the Pura mobile app on your phone, navigate to your account settings or subscription preferences, and look for a "Manage Subscription" or "Cancel Subscription" button. The app and website typically walk you through a brief confirmation process, asking why you want to cancel and whether you'd like to pause instead of cancel completely. Pausing is a temporary alternative if you think you might return later, but if you're certain you want to cancel, select the full cancellation option and confirm.

Cancelling by email or contact form

If the app or website cancellation option is not clear or not working, you can request cancellation in writing. Send an email to Pura's customer support address (found on their website or your account page) and include your account email, full name, order number, and a clear statement that you want to cancel your subscription effective immediately. Use plain language: "I request that my Pura subscription be cancelled as of today's date. Please confirm cancellation in writing." Email provides a documented record, which strengthens your position if Pura later claims they did not receive your request.

Cancelling through your payment method or bank

If Pura's support is unresponsive and you have already tried cancelling through the app and email, you can contact your bank or card issuer and request a chargeback or block on future Pura transactions. This is a last resort and should only be used if Pura continues charging after you have submitted a written cancellation request at least 14 days prior. Your bank will investigate and can recover unauthorised charges, but chargebacks can damage your relationship with Pura and complicate future refund claims. Therefore, exhaust Pura's own cancellation channels first.

Step-by-step cancellation process

Follow these steps in order to cancel your subscription cleanly and protect your refund rights.

1. Log into your Pura account online or via the mobile app
   • Use the email address associated with your subscription
   • If you cannot remember your password, use the "Forgot Password" link to reset it
2. Navigate to your account settings or subscription management page
   • Look for tabs labelled "My Subscription," "Billing," "Manage Membership," or "Account Settings"
   • On the Pura app, this is typically under your profile icon in the bottom right
3. Select the option to cancel your subscription
   • Pura may ask why you're cancelling; answer honestly so they understand customer pain points
   • You may see an option to pause instead of cancel; choose full cancellation if you're done
4. Confirm your cancellation
   • A confirmation message should appear on screen; take a screenshot of this
   • Look for a confirmation email within 1 to 2 hours
5. Verify no further charges appear on your bank statement
   • Check your statement 5 to 7 business days after cancellation
   • If a charge appears after your cancellation date, contact Pura support immediately with your cancellation confirmation
6. If you do not receive an email confirmation within 2 hours, send a follow-up email to support
   • Reference your cancellation attempt date and time
   • Request written confirmation that your account has been cancelled

Refund eligibility and timelines

Your refund depends on when in your billing cycle you cancel and whether you have unused services to claim back.

When you qualify for a refund

You are entitled to a refund for any fragrance cartridges or services that Pura has charged you for but has not yet shipped or delivered. For example, if your renewal date is 15th of the month and you cancel on the 5th, you should not be charged on the 15th, and any pending charge should be reversed. If Pura has already charged you on or after your cancellation request date, you can request a refund for that charge by contacting support and referencing your cancellation confirmation. Tocancel advises requesting a refund within 30 days of the unwanted charge, as most payment processors and banks honour refund claims within this window.

Refund processing time

Pura typically processes refunds to your original payment method within 7 to 14 business days after approving your request. Your bank may take an additional 3 to 5 business days to deposit the refund into your account. Therefore, you should see the money back in your bank account within 14 to 21 days total. If you do not see a refund within 21 days, contact Pura support again with your cancellation confirmation and refund request. If Pura refuses to refund you or does not respond within this timeframe, you can file a complaint with the Federal Competition and Consumer Protection Commission (FCCPC) or dispute the charge with your bank.

What happens after you cancel

The period after cancellation requires attention to ensure Pura honours your request and no surprise charges emerge.

Confirming your cancellation and monitoring charges

After you receive a cancellation confirmation email, your subscription is no longer active. Pura should not charge you again, and any scheduled deliveries should be cancelled automatically. However, monitor your bank statement carefully for the next 30 days to catch any accidental or unauthorized charges. If you see a charge from Pura after your confirmed cancellation date, contact your bank immediately and report it as an unauthorized transaction. Tocancel recommends setting a phone reminder for 7 days and 14 days after cancellation to check your statement and follow up if needed.

Handling unexpected post-cancellation charges

If Pura continues to charge you after cancellation, this is a violation of the FCCPA. Take the following actions immediately: (1) Contact Pura support with your cancellation confirmation and ask them to reverse the charge; (2) Request a written explanation from Pura for why the charge occurred; (3) If Pura does not respond or refuses to refund within 7 business days, contact your bank and dispute the charge as unauthorized; (4) File a formal complaint with the Federal Competition and Consumer Protection Commission if the unauthorized charges continue. Document everything: cancellation confirmation emails, bank statements, copies of your dispute letters, and the dates you contacted support.

Common cancellation mistakes and how to avoid them

Many customers believe they have cancelled when they have actually only paused their subscription or failed to complete the process, leading to surprise charges weeks later.

Mistake 1: pausing instead of cancelling

Pura offers a pause option that temporarily stops deliveries but keeps your subscription active. If you select pause, Pura will resume charging you after the pause period ends, typically 30 or 60 days later. If you do not want to return to Pura at all, always choose full cancellation, not pause. Double-check your confirmation email to ensure it says "cancelled" and not "paused."

Mistake 2: assuming cancellation is complete without written confirmation

You may see an on-screen cancellation message, but this does not guarantee the process is complete. Always wait for and save a confirmation email from Pura. If no email arrives within 2 hours, send a follow-up email to support requesting written confirmation. Without a dated confirmation, you have no proof if Pura later claims your cancellation was never processed.

Mistake 3: cancelling right before your renewal date

If your renewal date is tomorrow and you cancel today, Pura may still charge you tomorrow because the charge may have already been queued in their system. Cancel at least 3 to 5 days before your renewal date to ensure the pending charge is cancelled. You can find your renewal date in your account settings or in your most recent invoice email.

Mistake 4: not requesting a refund for charges incurred after cancellation

Simply cancelling does not automatically reverse charges that occur after your cancellation request. You must contact Pura and explicitly request a refund for any post-cancellation charges. Be specific: cite the charge date, amount, and your cancellation confirmation date. If Pura refuses, escalate to your bank or the FCCPC.

Comparison of cancellation methods

This table summarizes the pros and cons of each cancellation route so you can choose the fastest and safest option.

How tocancel helps you stay protected

Cancelling a subscription should not require legal expertise or multiple follow-ups. Tocancel has helped thousands of Nigerian consumers cancel unwanted subscriptions and recover refunds by providing clear, step-by-step guidance and reminding you of your rights under the FCCPA. When you use Tocancel to plan your cancellation, you have a documented checklist, clear timelines, and the confidence that you are exercising your legal rights. If Pura disputes your cancellation or refuses a refund, Tocancel provides templates and escalation pathways so you can file a complaint with the FCCPC or your bank without confusion.

Your cancellation checklist

Print or save this checklist and tick off each item as you complete it.

• Find your Pura account renewal date and current plan name
• Take a screenshot of your subscription details before cancelling
• Log into your Pura account via app or website
• Navigate to account settings and select "Cancel Subscription"
• Confirm the cancellation on screen and save the screenshot
• Wait for a cancellation confirmation email (within 2 hours)
• If no email arrives, send a follow-up email to Pura support requesting written confirmation
• Check your bank statement 5 to 7 days after cancellation to verify no new charges
• If a charge appears, contact Pura support with your cancellation confirmation and request a refund within 48 hours
• If Pura refuses or does not respond, contact your bank to dispute the charge
• If the unauthorized charges continue, file a complaint with the Federal Competition and Consumer Protection Commission (FCCPC)

Contact information for Pura support and escalation

Here is where you can reach Pura and which authorities to contact if Pura fails to honour your cancellation or refund.

Pura contact details

Visit pura.com and look for "Contact Us" or "Help" in the footer menu. You can typically reach Pura customer support via email or through a contact form on their website. Save the main support email address in your phone so you can quickly reference it if you need to send a follow-up message. If you do not receive a response within 3 business days, send a follow-up email and reference your original request date and ticket number.

Escalation to nigerian authorities

If Pura ignores your cancellation or refund request after 14 days, file a formal complaint with the Federal Competition and Consumer Protection Commission (FCCPC). The FCCPC is Nigeria's consumer protection regulator and has the power to investigate Pura and order refunds. You can file a complaint on the FCCPC website (fccpc.gov.ng) or contact them directly. Include your cancellation confirmation, email correspondence with Pura, bank statements showing the disputed charges, and a detailed timeline of your efforts to resolve the issue. The FCCPC will assess your complaint and may initiate an investigation into Pura's practices.

Chargeback or dispute through your bank

If Pura continues charging you after cancellation and does not respond to your refund requests, contact your bank or card issuer and report the charges as unauthorized. Your bank will create a dispute case and conduct an investigation. Provide your bank with copies of your cancellation confirmation, the dates you contacted Pura, and screenshots of the disputed charges on your statement. Your bank can reverse unauthorized charges and refund the money to your account, typically within 14 to 21 days.

Pura's main headquarters address

If you choose to send a formal cancellation or complaint letter by post, you can send it to Pura Scents' main headquarters. Address your letter to "Customer Support - Cancellation Request" and include your full name, account email, order number, cancellation date, and amount of any disputed charges. Keep a copy of the letter for your records and consider sending it via registered mail so you have proof of delivery.

Tocancel empowers you with the knowledge and confidence to cancel your Pura subscription without stress or confusion. Your right to cancel is protected by Nigerian law, and you deserve a straightforward, transparent cancellation process. Use this guide to navigate each step, keep copies of all confirmations, and escalate to the FCCPC or your bank if Pura fails to honour your request. Tocancel is here to support you through every stage of your cancellation journey.