Cancel iMusic: The Right Way

How to cancel your iMusic subscription in new zealand and claim your refund

What iMusic is and why new zealand customers cancel

iMusic is a Denmark-based online music retailer operated by iMusic A/S. The company sells physical music products, digital downloads, and in-app purchases to customers worldwide, including New Zealand. All orders ship from Denmark, and the company handles subscriptions and refunds through its European head office.

You might be cancelling because you no longer use the service, discovered a cheaper alternative, received a faulty item, or simply changed your mind about the purchase. Whatever your reason, you have consumer rights that protect you. Tocancel exists to help you understand those rights and act on them with confidence.

How iMusic operates for new zealand customers

iMusic does not operate a physical office or customer service team in New Zealand. All cancellations, returns, and refund requests are processed by the Danish head office via email or international post. This means your request travels across borders, making clear communication and record-keeping essential to your success.

Because iMusic is based in Denmark (a European Union member state), your cancellation and refund rights are shaped by EU consumer protection law. Your legal position is strengthened further by New Zealand's Consumer Guarantees Act 1993, which applies to goods purchased from international sellers and sold to you in New Zealand.

When you should cancel iMusic

Cancel immediately if you have received faulty goods, items that do not match the product description, or subscriptions you no longer use. You should also cancel if you are within your 14-day statutory withdrawal period and wish to change your mind about the purchase. Tocancel recommends acting quickly, as delays can cost you your refund window.

Your consumer rights when cancelling with iMusic

New Zealand law and EU consumer protection rules combine to give you strong, enforceable rights when you cancel a purchase from iMusic.

The 14-day right of withdrawal under EU law

Because iMusic operates under EU consumer rules, you have a statutory 14-day right to cancel and return items after receiving them, no questions asked. This period begins on the date you receive your order, not the date you purchased it. This right exists independently of iMusic's own terms and conditions and cannot be taken away.

Your cancellation request must reach iMusic within this 14-day window. You do not need a reason. You do not need permission. You simply notify iMusic in writing (email is acceptable) that you wish to withdraw from the purchase. The goods themselves must be returned within a reasonable timeframe after that notification.

New zealand's consumer guarantees act 1993

If iMusic sells you goods that are faulty, unsafe, or do not match their description, you are protected by the Consumer Guarantees Act. You can demand a full refund, repair, or replacement at no cost to you, within 24 months of receiving the item. This applies even if iMusic's terms attempt to limit or exclude liability.

Your legal position is clear: the Consumer Guarantees Act overrides any company policy that tries to restrict your rights. Tocancel recommends citing section 17 (acceptable quality) or section 18 (fit for purpose) of the Act in any cancellation email to iMusic, as this demonstrates you understand your legal standing and are serious about your claim.

Refunds for digital and app-based purchases

If you purchased music, apps, or subscriptions through Apple App Store or Google Play, your cancellation and refund rights are governed by those platforms, not by iMusic directly. Apple and Google each offer a 14-day refund window for app purchases and subscriptions. You must cancel directly with Apple or Google, not with iMusic customer service.

How to cancel an iMusic order before shipment

If you placed an order but it has not yet shipped, you can cancel it directly with iMusic and receive a full refund without returning goods.

Cancelling before shipment step by step

1. Locate your order confirmation email and note your order number clearly.
   • Search your inbox for emails from iMusic with subject lines containing "order confirmation" or "order number".
   • If you cannot find the email, log into your iMusic account and view your order history.
2. Send a cancellation email to iMusic customer service immediately.
   • Address the email to the iMusic customer support email address (listed in your order confirmation or on their website).
   • Write clearly: "I wish to cancel my order [your order number]. Please confirm cancellation and provide a refund confirmation."
   • Keep a screenshot of the email and the delivery/read receipt as proof.
3. Wait for iMusic to confirm that the order has been cancelled.
   • iMusic typically responds within 5 to 10 business days (Denmark operates on Central European Time, one hour ahead of British time).
   • If you receive no response after 10 days, send a follow-up email referencing your original message and order number.
4. Confirm that a refund has been processed.
   • iMusic will confirm the refund in writing.
   • The refund may take 5 to 10 additional business days to appear in your bank account, depending on your bank.

How to cancel and return iMusic goods within 14 days

If you have received your order and wish to return it within 14 days of receipt, follow these steps to exercise your statutory right of withdrawal.

Initiating a 14-day withdrawal return

1. Calculate your 14-day withdrawal period.
   • Count 14 calendar days from the date you received the package (check the delivery signature or tracking notification).
   • Your cancellation email must reach iMusic on or before day 14.
2. Email iMusic with your withdrawal notification.
   • Use the contact email provided in your order confirmation.
   • State clearly: "I wish to withdraw from my purchase [order number] within my 14-day withdrawal period. Please provide return instructions and a prepaid return label."
   • Include your full name, order number, and order date.
3. Receive return instructions and a return address from iMusic.
   • iMusic will reply with the Danish postal address to which you must return the goods.
   • Some orders include a prepaid return label; check your original package.
   • If no prepaid label is provided, you may bear the return shipping cost (EU law allows this in some circumstances, though Tocancel recommends querying this with iMusic first).
4. Pack and return the goods in their original condition.
   • Return items in the original packaging if possible, with all accessories and documentation.
   • Do not use the goods; they must be in resaleable condition.
   • Obtain a tracking number and proof of postage from your New Zealand postal service (NZ Post, Fastway, or your courier).
5. Track the return and confirm receipt.
   • Monitor your tracking number until the package reaches Denmark.
   • Once received, iMusic will inspect the goods and process your refund (typically within 14 days of return receipt).
   • Keep all proof of postage and tracking until the refund appears in your account.

IMusic cancellation timeline and refund process

Understanding when to expect your refund helps you spot problems early and escalate if necessary.

Refund timeframe for new zealand customers

What to do if your refund does not arrive

If 21 days have passed since iMusic confirmed your return receipt and you have not received your refund, you have the right to escalate. Tocancel advises you to send a follow-up email to iMusic referencing the date of return receipt and requesting a refund status update with a specific date.

If iMusic does not respond within a further 7 days, you can lodge a complaint with the EU Alternative Dispute Resolution (ADR) body overseeing iMusic, or escalate to the New Zealand Commerce Commission if iMusic is operating in breach of the Consumer Guarantees Act.

Common mistakes when cancelling iMusic

Cancelling an international purchase can feel daunting, and small oversights can delay your refund. Here are the pitfalls to avoid.

Mistake 1: missing your 14-day deadline

The 14-day withdrawal window closes fast. You have exactly 14 calendar days from the date you receive your package. If you email iMusic on day 15, you have lost your statutory right of withdrawal. Check your tracking notification or signed delivery receipt to confirm your receipt date, then count forward carefully.

Mistake 2: returning goods without proof of postage

Sending goods back to Denmark without tracking is risky. If the package goes missing in transit, you have no evidence that you returned it, and iMusic may refuse your refund claim. Use a courier service that provides tracking (NZ Post International or DHL) and retain your proof of postage and tracking number until your refund clears.

Mistake 3: using the goods before returning them

Once you have used goods, even slightly, they no longer qualify for a full 14-day withdrawal refund. iMusic can deduct a reasonable wear and tear allowance. Keep the original packaging intact, do not remove security seals, and do not test the product beyond verifying it was not damaged in transit.

Mistake 4: not keeping copies of your communication

If disputes arise, your email trail is your evidence. Save every email you send to and receive from iMusic, along with order confirmations and tracking information. Screenshots or PDF exports of delivery notifications also help. Tocancel emphasizes that documentation is your insurance policy in international cancellations.

Mistake 5: assuming app purchases are handled by iMusic

If you bought a subscription or app through Apple App Store or Google Play, iMusic does not process your refund. You must request a refund directly from Apple or Google via your account settings. iMusic will not help you with app or subscription cancellations; the platform provider handles this entirely.

After your iMusic cancellation: what happens next

Once you have submitted your cancellation request, several things happen behind the scenes. Knowing what to expect keeps you calm and alert to any delays.

IMusic's response and confirmation

iMusic will send you a confirmation email within 5 to 10 business days acknowledging your cancellation or return request. This email should include a reference number, the date iMusic received your request, and the expected refund date. If you do not receive this confirmation within 10 days, send a follow-up email referencing your original request.

Return goods tracking

If you are returning physical goods, monitor your tracking number on the New Zealand courier website. Once the package arrives in Denmark (typically 2 to 4 weeks), iMusic will inspect the goods. Only after inspection and approval will they process your refund. Tocancel recommends emailing iMusic with your tracking number and requesting confirmation once they receive the package.

Refund verification and bank account timing

Once iMusic approves your refund, they will process it to your original payment method (usually your credit or debit card). The refund itself takes 5 to 10 business days to appear in your New Zealand bank account, depending on your bank's processing speed. International refunds sometimes take longer; if 14 days have passed since iMusic initiated the refund, contact your bank for confirmation.

Escalating a dispute with iMusic

If iMusic refuses your cancellation request, delays your refund beyond reasonable timeframes, or disputes your claim, you have formal escalation options.

How to escalate when iMusic refuses to cooperate

Your legal position is clear: if you are within your 14-day withdrawal period or have received faulty goods, iMusic cannot legally refuse your refund. If they do, follow these steps.

1. Send a formal demand letter via email.
   • State your order number, the date you received the goods, your reason for cancellation, and the date of your original request.
   • Reference EU consumer law (Directive 2011/83/EU) and New Zealand's Consumer Guarantees Act 1993.
   • Set a 14-day deadline for iMusic to respond and process your refund.
   • State that you will escalate to regulatory bodies if the refund is not processed by that date.
2. Lodge a complaint with the relevant EU dispute resolution body.
   • iMusic may be subject to an ADR (Alternative Dispute Resolution) scheme. Contact iMusic to ask which scheme covers them.
   • File a complaint through that scheme, providing all email correspondence and proof of your return (if applicable).
3. Report iMusic to the New Zealand Commerce Commission.
   • If iMusic is breaching the Consumer Guarantees Act, you can report them to the Commerce Commission (comcom.govt.nz).
   • The Commission investigates breaches and can take enforcement action against international retailers selling to New Zealand customers.

Tocancel's role in your dispute

Tocancel has helped thousands of consumers cancel subscriptions and claim refunds from international retailers. If you are struggling with iMusic, Tocancel can provide templates, escalation strategies, and guidance on how to cite your consumer rights effectively in writing to the company.

Checklist: before you cancel iMusic

Use this checklist to ensure you have everything in place before contacting iMusic.

How to contact iMusic for cancellation

All iMusic cancellations and refund requests must be submitted to their Danish head office.

IMusic customer service contact details

You can find iMusic's customer service email address in your order confirmation email or on their website. Cancellations should be sent via email to their customer support address. Ensure your email includes your full name, order number, order date, and a clear statement that you are requesting cancellation and withdrawal from the purchase.

iMusic's postal address (for formal complaint letters) is:

iMusic A/S
Denmark

Note: iMusic does not maintain a physical office in New Zealand. All correspondence is handled by their Denmark headquarters. Email is the fastest and most reliable method for New Zealand customers.

Summary: your right to cancel iMusic in new zealand

You have strong, legally enforceable rights when cancelling an iMusic purchase. You can withdraw from your purchase within 14 days of receipt, no questions asked. If goods are faulty or do not match their description, you can claim a refund within 24 months under the Consumer Guarantees Act. Tocancel has guided you through every step: calculating your deadline, submitting your cancellation, tracking your return, and escalating if iMusic refuses to cooperate.

Act confidently. Send your cancellation email today. Keep copies of everything. Follow up if you do not hear back within 10 days. Your rights are backed by law, and Tocancel is here to support you every step of the way. Tocancel has helped thousands of consumers cancel unwanted services and claim refunds from international companies. You can do this.