Cancel Ezibuy: The Right Way to Protect Yourself

How to cancel your Ezibuy account and protect your consumer rights in 2026

What Ezibuy is and why cancellation matters now

Ezibuy was a New Zealand and Australian online retailer that sold clothing, homewares, and general merchandise through its website and catalogues. The company built its reputation on subscription-based shopping and mail-order convenience for customers across both countries. However, Ezibuy entered liquidation in early 2025, which fundamentally changed how the company operates and what protections you hold as a customer.

If you hold an active Ezibuy subscription, have pending orders, or want to stop future charges, you need clear guidance on your rights and practical next steps. At Tocancel, we believe every consumer deserves transparency and empowerment when a retailer's circumstances change. This guide walks you through your consumer rights under New Zealand law, how to cancel effectively, and what to expect during the liquidation process.

What changed when Ezibuy entered liquidation

Liquidation means Ezibuy's assets are being sold off to pay creditors, and normal business operations have stopped or severely slowed. Your refunds, returns, and customer service requests may take far longer to process than before, or may not be honoured in full. Website access may become unreliable, subscription management systems may go offline, and customer support communication may become sporadic.

This does not automatically cancel your subscription or erase your legal rights, but it does mean you must act proactively to protect yourself and your wallet.

Why you should cancel now

If your subscription is still active, Ezibuy may continue charging you even though services are compromised or no longer available. If you placed an order before liquidation, dispatch may be frozen indefinitely, or your goods may never arrive. If you have not yet requested a refund for faulty items or undelivered services, the liquidation process may make your claim harder to pursue.

Taking action now protects you from unexpected charges and strengthens your legal position if you need to escalate a complaint later.

Your consumer rights under new zealand law

New Zealand's Consumer Guarantees Act 1993 is your strongest protection, regardless of what Ezibuy's terms and conditions claim.

What the consumer guarantees act protects you against

Under the Consumer Guarantees Act, goods must be of acceptable quality, fit for their intended purpose, and match the description Ezibuy provided. If Ezibuy supplied faulty items, misdescribed products, or goods that fail within a reasonable timeframe, you have the right to a refund, repair, or replacement. This law overrides Ezibuy's "no cancellation" or "final sale" policy if the fault lies with the goods themselves.

The Act also protects you if services (such as a subscription service) are not provided with due care and skill, or are substantially unfit for purpose. Given Ezibuy's liquidation, if your subscription benefits have vanished, are undeliverable, or no longer function, you have legal grounds to pursue a refund through the Commerce Commission or the District Court small claims process.

Your legal position in plain language

You are not bound by Ezibuy's cancellation restrictions if the company has failed to deliver what it promised. Faulty goods, undelivered services, and breaches of care entitle you to a remedy. If Ezibuy refuses your claim, you can escalate to the Commerce Commission (the New Zealand regulator for consumer protection) or pursue a small claims case if the value is under NZD 15,000.

Key protections you hold as an Ezibuy customer

• Refunds for faulty or misdescribed goods, even if Ezibuy's policy states "final sale" or "no returns"
• Refunds or compensation if subscription services promised are not delivered or are substantially unfit for purpose
• The right to escalate complaints to the Commerce Commission if Ezibuy ignores your refund request
• Small claims court access in the District Court if the claim value is under NZD 15,000
• Protection against misleading or deceptive conduct under the Fair Trading Act 1986

How to cancel your Ezibuy subscription and orders

Your cancellation method depends on whether you are managing an active subscription, stopping a pending order, or requesting a refund for faulty goods.

Step-by-step: cancelling an active subscription online

If the Ezibuy website is still accessible, you can attempt to cancel your subscription through your online account. Follow these steps in order.

1. Visit the Ezibuy website and log into your customer account
   • Use your email address and password
   • If you have forgotten your password, use the "Forgot Password" link to reset it
   • If the website is down or inaccessible, skip to the postal method below
2. Navigate to account settings, subscription management, or billing preferences
   • Look for tabs or menu options labelled "Manage Subscription," "My Subscriptions," "Billing," or "Renewals"
   • Select the active subscription you want to cancel
   • Choose "Cancel Subscription," "Stop Renewal," or "Cancel This Order"
3. Confirm the cancellation and save your confirmation email or take a screenshot
   • Write down the date, time, and any confirmation number provided
   • Save this record as proof that you cancelled before any final charge was processed
   • If no confirmation number appears, screenshot the page showing "Subscription Cancelled" or similar language
4. Check your email for a cancellation confirmation from Ezibuy within 24 hours
   • If no email arrives, log back in and verify the subscription status shows "Cancelled" or "Inactive"
   • If the website is inaccessible or you cannot locate your subscription settings, proceed to the postal cancellation method
5. Monitor your payment method for the next billing cycle
   • If a charge appears after cancellation, document it and contact your bank immediately
   • You can use this as evidence of breach if you need to lodge a formal complaint

Step-by-step: cancelling by post if the website is down

Ezibuy's official terms list only an Australian postal address for written correspondence. However, you can also attempt to send a cancellation letter to their known New Zealand office address. Use this method if the website is offline, inaccessible, or you have not received a confirmation after 5 business days.

1. Gather the following information before writing
   • Your full name and customer account number (found on invoices or in your account)
   • Your registered email address and phone number
   • The dates of any active subscriptions you want to cancel
   • Any reference numbers or order IDs related to pending charges
2. Write a clear, dated cancellation letter
   • Address it to Ezibuy's liquidation administrator or customer service team
   • State your request plainly: "I request immediate cancellation of my subscription effective [today's date]"
   • Include your account number, name, email, and phone number
   • If you have pending orders or disputes, mention them briefly
   • Keep the letter to one page and use plain, formal language
3. Send your letter by registered post or courier to one of these addresses
   • New Zealand office (preferred during liquidation): Ezibuy Limited, [Liquidator's Address - verify current address via Companies House NZ or Ezibuy's official website before posting]
   • Australian complaints address (from Terms): Ezibuy Customer Service, PO Box 230, Taren Point NSW 2583, Australia
4. Keep a copy of your letter and your postal receipt
   • The receipt proves you sent the letter on a specific date
   • If Ezibuy charges you again, this serves as evidence you requested cancellation in writing
5. Allow 10 to 15 business days for a reply, accounting for liquidation delays
   • If you receive no response after 15 business days, move to the escalation section below

Stopping a pending order before dispatch

If you placed an order but it has not yet shipped, you may be able to cancel it. Act immediately, as liquidation processing is often chaotic and orders may ship without notice.

1. Log into your account and check the order status
   • If it shows "Pending," "Processing," or "Awaiting Dispatch," contact customer service urgently
   • If it shows "Dispatched" or "Shipped," the order is likely already in transit; proceed to the returns section below
2. Call or email Ezibuy's customer service team immediately
   • Use the contact number or email listed on the Ezibuy website or your order confirmation
   • Explain that you want to cancel the order before it ships
   • Provide your order number and request a written confirmation of cancellation
   • If contact is unreachable, send a registered post letter using the process described above
3. Request confirmation of cancellation and a refund in writing
   • Do not settle for a verbal promise; ask for an email confirmation
   • Note the date and time of your request

What to expect after you cancel your subscription

Cancellation does not happen instantly; you need to know what normal and abnormal timelines look like during liquidation.

Timeline and what is normal

Under normal circumstances, Ezibuy processes cancellations within 2 to 5 business days. However, during liquidation, delays are common and do not mean your cancellation is invalid.

What happens if you are still charged after cancellation

If a charge appears on your bank or credit card statement after you have cancelled, act immediately. This is not uncommon during liquidation, but you have strong legal protections.

1. Gather your cancellation evidence
   • Your screenshot of the online cancellation confirmation, or
   • Your postal receipt and copy of the cancellation letter, or
   • Any email confirmation from Ezibuy
2. Contact your bank or card issuer within 24 hours of noticing the charge
   • Report the charge as unauthorized or dispute it as a "subscription cancellation not honored"
   • Provide your bank with your cancellation proof
   • Ask your bank to reverse the charge and provide a dispute reference number
3. Write to Ezibuy's liquidation administrator
   • State that you cancelled your subscription and were charged in breach of your cancellation request
   • Attach copies of your proof and the charge statement
   • Request a full refund plus any bank fees incurred
   • Send this by registered post to the address listed below
4. If Ezibuy does not respond within 10 business days, file a complaint with the Commerce Commission
   • Provide your cancellation evidence, the charge, and Ezibuy's lack of response
   • The Commerce Commission can investigate and compel a refund

Refunds and what you are entitled to claim

Your refund rights depend on the reason you are cancelling and how far your order or subscription has progressed.

Refund scenarios and your entitlements

How to claim a refund formally

If Ezibuy owes you a refund (for faulty goods, undelivered services, or unauthorized charges), follow this process to document your claim and build your case.

1. Gather all supporting evidence
   • Order confirmations and invoices
   • Photos or descriptions of faulty items (if applicable)
   • Proof of attempted delivery or non-delivery
   • Cancellation requests and confirmations
   • Bank statements showing the charge
2. Send a formal refund request letter by registered post
   • Address it to the liquidation administrator at the address below
   • State the exact amount owed and the reason (faulty goods, undelivered service, unauthorized charge)
   • Cite the Consumer Guarantees Act 1993 as your legal basis
   • Request payment within 10 business days
   • Keep a copy and your postal receipt
3. If Ezibuy does not respond within 10 business days, file a complaint with the Commerce Commission
   • Visit www.comcom.govt.nz or call 0800 943 600
   • Provide your letter, evidence, and Ezibuy's lack of response
   • The Commerce Commission can investigate and compel payment
4. If the refund is under NZD 15,000, you can also pursue the District Court small claims process
   • File a claim at your local District Court; you do not need a lawyer
   • Bring all your evidence and documentation

Common mistakes to avoid when cancelling Ezibuy

Many customers face unnecessary delays or rejected refund claims because they overlook simple but critical steps. Here are the pitfalls to avoid.

Mistake 1: relying on website confirmation alone without saving proof

During liquidation, websites can go offline without warning, and confirmation emails may not arrive. If you cancel online, take a screenshot immediately and save it to your device or cloud storage. Note the date, time, and any confirmation number. If the website later crashes and you have no proof, Ezibuy can claim it never received your cancellation.

Your takeaway: screenshot everything, even if it feels unnecessary.

Mistake 2: not acting fast enough when you spot an unauthorized charge

If Ezibuy charges you after you cancel, you must dispute it with your bank within 60 days of the charge. If you wait longer, your bank may refuse to help. The moment you see an unexpected charge, contact your bank and open a dispute, then follow up with Ezibuy in writing.

Your takeaway: report unauthorized charges to your bank within 24 hours of discovery.

Mistake 3: sending postal letters to the wrong address

Ezibuy's terms list only an Australian postal address, but during liquidation, your letter may be ignored if it goes there. Use the New Zealand address listed in the contact section below, or verify the current liquidation office address via Companies House NZ (www.companies.govt.nz) before posting. A letter that arrives at the wrong office wastes 2 to 3 weeks.

Your takeaway: verify the correct address with Companies House before sending any postal cancellation.

Mistake 4: not citing consumer law when requesting a refund

If you demand a refund without legal backing, Ezibuy (especially in liquidation) may ignore you. Always cite the Consumer Guarantees Act 1993 in your written request. This tells Ezibuy you know your rights and are serious. For example: "I am entitled to a refund under section 16 of the Consumer Guarantees Act 1993 because the goods were faulty upon arrival."

Your takeaway: always name the law in your written refund request.

Mistake 5: giving up too early

Liquidation is chaotic, and customer service teams may not respond quickly or at all. This does not mean your claim is invalid. If Ezibuy ignores you after 10 business days, escalate to the Commerce Commission. That is what the regulator is there for, and they have the power to compel Ezibuy to pay.

Your takeaway: if Ezibuy does not respond within 10 days, escalate; do not accept silence as a "no."

How tocancel can help you take action

Navigating a company in liquidation is stressful, but you do not have to do it alone. At Tocancel, we help New Zealand consumers understand their rights, draft formal cancellation and refund letters, and know exactly when and how to escalate to the Commerce Commission. Our guides are free, our advice is based on current New Zealand consumer law, and our mission is to empower you to get what you are owed.

Tocancel has helped thousands of consumers cancel unwanted subscriptions, claim refunds for faulty goods, and protect themselves during retailer failures. We provide step-by-step guidance, letter templates, and escalation pathways so you can move forward with confidence. Visit Tocancel today to access free resources and learn more about your consumer rights under the Consumer Guarantees Act and Fair Trading Act.

Where to go if Ezibuy refuses to help

If you have followed the steps above and Ezibuy has not responded or has refused your cancellation or refund request within 10 business days, you have two escalation options.

Escalation pathway 1: the commerce commission

The Commerce Commission is New Zealand's independent regulator for consumer protection. They investigate complaints about unfair business practices, breaches of the Consumer Guarantees Act, and Fair Trading Act violations. Filing a complaint is free and you do not need a lawyer.

Contact details: Commerce Commission, PO Box 13 400, Tauranga 3141. Phone 0800 943 600. Website www.comcom.govt.nz

The Commission will contact Ezibuy on your behalf and investigate. If they find Ezibuy has breached consumer law, they can compel the company to pay your refund.

Escalation pathway 2: the district court small claims process

If your refund claim is under NZD 15,000, you can file a claim in your local District Court small claims division. This is a fast, informal process designed for consumers and small businesses. You do not need a lawyer, and court fees are modest.

Bring all your evidence (cancellation requests, screenshots, bank statements, your written letters to Ezibuy, and proof they did not respond) to your District Court office. The judge will hear your case and issue an order for payment if you win.

Contact details and mailing addresses for Ezibuy

Use these addresses when sending cancellation letters, refund requests, or formal complaints during the liquidation process.

New zealand liquidation address (preferred during 2025 liquidation)

Ezibuy Limited (in liquidation). Contact your local District Court or visit www.companies.govt.nz to verify the current liquidation administrator's name and address. Write "Attn: Liquidator - Customer Service" on the envelope.

Australian complaints address (from ezibuy's terms and conditions)

Ezibuy Customer Service, PO Box 230, Taren Point NSW 2583, Australia. Note: this address may be slower to respond during liquidation; use the New Zealand address above if possible.

Online resources to verify current contact information

• Companies House NZ: www.companies.govt.nz (search for Ezibuy Limited to find liquidator details)
• Commerce Commission: www.comcom.govt.nz or 0800 943 600
• District Court: www.districtcourts.govt.nz (find your local court and small claims process)
• Tocancel: www.tocancel.com (free guides, letter templates, and escalation advice)

Summary: your action plan to cancel Ezibuy safely

You have the right to cancel your Ezibuy subscription, claim refunds for faulty goods, and protect yourself from unauthorized charges. Liquidation does not strip away these rights; it simply means you must be more proactive and patient.

Step 1: Cancel online immediately if the website is accessible, or send a registered post letter if it is not. Keep all proof.

Step 2: Monitor your bank account for the next billing cycle. If you are charged after cancellation, dispute it with your bank within 24 hours.

Step 3: If Ezibuy owes you a refund (for faulty goods, undelivered services, or unauthorized charges), send a formal refund request letter citing the Consumer Guarantees Act 1993.

Step 4: If Ezibuy does not respond within 10 business days, file a complaint with the Commerce Commission. They will investigate and compel payment if you are in the right.

Tocancel is here to support you through every step. Our team has helped thousands of New Zealand consumers navigate liquidations, claim refunds, and stand up for their rights. Visit Tocancel at www.tocancel.com today for free guides, letter templates, and escalation advice. You deserve clarity, action, and results, and Tocancel is committed to helping you get there.