Cancel Seranova: Step-by-Step Guide

How to cancel your Seranova subscription and protect your rights in new zealand

Understanding Seranova and why you might want to cancel

Seranova (part of Valentine Brands LLC) sells at-home microneedling devices, skincare serums, patches and bundled packages through multiple online storefronts, including a dedicated New Zealand store. You can purchase items as one-time orders or set up automatic recurring subscriptions. If you've signed up for a subscription and now want to stop it, or you've placed an order you wish to cancel, Tocancel has put together this guide to walk you through every method available to New Zealand customers and help you understand your rights under New Zealand consumer law.

What Seranova sells

Seranova specializes in microneedling technology and complementary skincare products. Their product range includes the Micro Infusion System device, targeted serums, skincare patches and complete bundled kits available both as single purchases and repeating subscriptions. Pricing and product availability vary across their different storefronts, and promotional discounts are regularly offered to new and existing customers.

Why cancellation matters to you

If you've changed your mind about a subscription, want to return a product, or simply need to stop future charges, acting quickly protects your money. Seranova processes billing automatically, and missing the cancellation window by even a few hours can lock you into another full billing cycle. Tocancel recommends you submit your cancellation request at least 24 hours before your scheduled renewal date to avoid unexpected charges hitting your account.

Your consumer rights under new zealand law

New Zealand law gives you specific protections when you buy goods online or subscribe to services, and understanding these rights is the first step to confident action.

Consumer guarantees act protections

Under the Consumer Guarantees Act 1993, any goods you purchase from Seranova must be safe, of acceptable quality and fit for their intended purpose. If a product arrives damaged, defective or fails to work as described in the product listing, you have the right to request a repair, replacement or refund from Seranova, regardless of what their returns policy says. This protection applies for a reasonable period, typically up to 6 years for goods. Your legal position: if Seranova refuses a repair, replacement or refund for a faulty product, you can escalate your complaint to the Commerce Commission, which enforces consumer law in New Zealand.

Cancellation rights for online purchases

If you ordered directly from Seranova's website, you have a 14-day right to cancel under the Fair Trading Act, provided the purchase qualifies as a distance sale (which online purchases do). However, Seranova's stated policy is more generous, allowing 90 days for returns of unopened products from the delivery date. This means you have at least 14 days to change your mind, and potentially 90 if the product is unopened. Always check the specific terms on the storefront where you purchased to confirm which window applies to your order.

Subscription billing protections

The Financial Markets Conduct Act and Fair Trading Act require Seranova to provide you with clear information before you subscribe, send you confirmation of each charge, and make cancellation straightforward. Once you cancel your subscription, Seranova must not charge you for any future shipments. If they continue to bill you after cancellation, you can dispute the charge with your bank or credit card provider and report the breach to the Commerce Commission, the government agency responsible for protecting consumers in New Zealand.

Methods to cancel your Seranova subscription or order

Seranova does not offer a self-serve online portal where you can cancel directly through your account dashboard for New Zealand customers, so you will need to contact them directly using the channels they provide.

Primary cancellation contact details

Tocancel has confirmed the official contact channels Seranova provides for cancellations and subscription management:

• Email (recommended for New Zealand customers): [email protected] - Send a clear, direct cancellation request including your order number and the email address linked to your account. Email creates a documented record of your request, which is invaluable if you need to escalate a dispute later or prove you cancelled on time.
• Phone (for immediate confirmation): +1 213-394-0455 - This is a United States number based in California, so be aware of time zone differences. New Zealand operates on UTC+12 (summer) or UTC+13 (winter), while California runs on UTC-8 (winter) or UTC-7 (summer). Call during California business hours (typically 9 AM to 5 PM Pacific time) for the fastest response.

Cancellation via app store subscriptions

If you subscribed to Seranova through the Apple App Store or Google Play Store, you do not cancel directly with Seranova. Instead, you must cancel through the app platform itself. For Apple devices, go to Settings, tap your name, select Subscriptions, find Seranova and choose Cancel Subscription. For Android devices, open Google Play Store, navigate to your account, select Subscriptions, find Seranova and tap Cancel. Both platforms process cancellations immediately, and you will receive confirmation via email within 24 hours.

Step-by-step instructions to cancel your Seranova subscription

Follow these clear steps to cancel your subscription and protect yourself from future charges.

Cancellation via email (recommended method)

1. Open your email client and create a new message to [email protected]
   • Use a clear subject line such as "Subscription Cancellation Request" or "Cancel My Seranova Order"
   • Include your full name, order number (found in your original confirmation email or on the product packaging), and the email address linked to your Seranova account
   • Write a brief statement: "I request immediate cancellation of my subscription effective today. Please confirm cancellation and ensure no further charges are processed."
   • Keep your message professional and factual - avoid emotional language, which can complicate escalation if needed
2. Send the email and take a screenshot of the sent message for your records
   • Do not rely on a verbal conversation or social media message - email provides a timestamp and proof of your request
3. Allow 2 to 3 business days for Seranova to respond with a cancellation confirmation
   • Seranova's customer service team operates during US business hours, so expect slightly longer response times from New Zealand
4. Check your email inbox and spam folder for their confirmation
   • Their response should explicitly state the date your subscription was cancelled and confirm no future charges will be applied
5. Verify your cancellation by checking your account or requesting an updated billing statement
   • Log into your Seranova account (if one exists) to confirm the subscription status shows as cancelled
   • Monitor your bank or credit card statement for the next 30 days to ensure no additional charges appear

Cancellation via phone

1. Note the time zone difference and call +1 213-394-0455 during California business hours (roughly 9 AM to 5 PM Pacific time)
   • Use an online time zone converter to confirm the exact time in California before you call
2. Have your order number and account email address ready when you dial
   • Seranova's customer service team will ask for these details to locate your subscription quickly
3. Speak clearly and ask the representative to confirm the exact date your subscription is cancelled
   • Request that they provide a cancellation reference number for your records
4. After the call, send a follow-up email to [email protected] summarizing the conversation
   • Write: "I cancelled my subscription via phone on [date] at [time] with [representative name, if given]. Reference number: [number]. Please confirm receipt of this follow-up."
   • This creates a written record to protect you if disputes arise

What happens after you cancel and when you get your refund

Understanding the timeline and what to expect after cancellation helps you stay in control and catch any billing errors quickly.

Immediate actions after cancellation

Once Seranova confirms your cancellation, no future subscription charges should be processed. However, you must take steps to verify this. Check your email for the confirmation message and file it safely. Monitor your bank or credit card statement for the next 30 to 60 days and watch for any unexpected Seranova charges. If a charge appears after your confirmed cancellation date, you have the right to dispute it with your bank immediately - contact your bank's dispute team and provide your cancellation confirmation email as evidence.

Refund eligibility and timelines

Refunds depend on what you are requesting. If you ordered a product as a one-time purchase and want to return it unopened within 90 days (or 14 days under the Fair Trading Act), you can request a refund. Seranova typically processes refunds within 5 to 10 business days once they receive the returned item. If you cancel a subscription before your next billing cycle, you should not be charged - there is nothing to refund because the charge was never made. However, if Seranova already charged you for an upcoming shipment after you cancelled, you have the right to request a refund for that charge. Contact them at [email protected] with your cancellation confirmation number and ask for an immediate refund.

Disputing unauthorized charges with your bank

If Seranova continues to charge your account after you cancelled, do not wait. Contact your bank or credit card provider immediately and request a chargeback or charge reversal. Provide the bank with your cancellation confirmation email as evidence. In New Zealand, your bank must investigate the dispute within a reasonable timeframe (typically 30 days). The bank can reverse the unauthorized charge, and Seranova will be notified. This is a powerful consumer protection tool and costs you nothing to use.

Common mistakes that delay or prevent cancellation

Many people inadvertently make cancellation harder than it needs to be - here are the pitfalls to avoid so your request is processed without delay.

Using the wrong contact method or incomplete information

Sending a message via social media, chat support or a general contact form instead of the official email address ([email protected]) can bury your request in an inbox it was never meant to reach. Seranova's social media team may not have access to billing systems, and your message could be lost. Always use the email address provided for cancellations and include your full order number and account email - vague requests like "I want to cancel" without an order number force customer service to ask follow-up questions, delaying the process by days.

Cancelling too close to the renewal date

Submitting a cancellation request on the same day as your renewal date almost guarantees you will be charged. Seranova's billing system processes charges automatically early in the morning (usually before 6 AM California time). If you cancel after that time, you will be charged. Submit your cancellation at least 24 to 48 hours before your renewal date to ensure the system has time to flag your subscription as cancelled before the charge processes.

Not following up or documenting your request

If you call Seranova and do not send a follow-up email, you have no written proof of your cancellation request if a dispute arises. Similarly, if you email but do not save the confirmation response, you cannot prove Seranova acknowledged your request. Always document every step: take screenshots of emails, save confirmation numbers, and note the names and times of phone conversations.

Assuming a refund was processed without checking

Seranova may confirm your cancellation but then fail to process a refund for pre-authorized charges. Do not assume a refund happened because they said it would. Check your bank statement 5 to 10 business days after they promised the refund. If it has not appeared, follow up immediately with another email and escalate to your bank if necessary.

Pricing and what you should expect to pay

Seranova's pricing varies by product and subscription plan, and understanding these costs helps you assess whether cancellation is the right choice.

These prices are approximate and subject to change. Check your order confirmation email to see the exact amount you were charged and what your next billing date would have been. If you signed up for a discounted auto-refill subscription, cancelling saves you from paying full price on future shipments.

Checklist for successful Seranova cancellation

Use this checklist to ensure you complete every step and leave no room for billing errors or disputes.

• Find your order number from your original confirmation email or product packaging
• Confirm the email address linked to your Seranova account
• Check your subscription renewal date by logging into your account or reviewing your last billing statement
• Send your cancellation email to [email protected] at least 24 hours before renewal
• Take a screenshot of the sent email and save it in a dedicated folder on your computer
• Wait for a confirmation response (allow 2 to 3 business days)
• Save the confirmation email and note any cancellation reference number provided
• Monitor your bank or credit card statement for 30 days after the confirmed cancellation date
• If an unexpected charge appears, dispute it with your bank immediately and provide your cancellation confirmation as proof
• Keep all correspondence with Seranova for at least 12 months

When to escalate and how tocancel can help

If Seranova ignores your cancellation request or continues to charge you after you have cancelled, you have formal escalation paths available to you, and Tocancel is here to support you through the process.

Escalation steps if Seranova does not respond

If Seranova does not respond to your cancellation email within 5 business days, send a follow-up email referencing your original request and stating: "I have not received a response to my cancellation request dated [date]. I require immediate confirmation of cancellation and cessation of all charges. Please respond within 48 hours." If you still receive no response, you can lodge a formal complaint with the Commerce Commission (comcom.govt.nz), New Zealand's consumer protection regulator. The Commerce Commission will investigate whether Seranova has breached the Fair Trading Act or Consumer Guarantees Act and can compel them to refund you.

Disputing charges through your bank

Your bank or credit card provider in New Zealand has a legal obligation to protect you from unauthorized or fraudulent charges. Contact your bank's dispute team and provide your cancellation confirmation email as evidence. The bank will open an investigation and, in most cases, reverse the charge while they investigate. Seranova will have the opportunity to respond, but if they cannot prove you authorized the charge after cancellation, the reversal stands.

How tocancel supports your cancellation

Tocancel specializes in helping New Zealand consumers navigate cancellations and billing disputes across dozens of services and platforms. If you are unsure about your rights, need help drafting a cancellation email, or want to escalate a dispute with Seranova, Tocancel provides clear, personalized guidance. Tocancel has helped thousands of consumers cancel unwanted subscriptions and recover unauthorized charges, and we can help you too. Visit Tocancel.com to access cancellation templates, dispute letter generators, and direct support from consumer rights experts.

Key takeaways and your next steps

You have strong consumer rights in New Zealand when it comes to subscriptions and online purchases. Seranova must honor your cancellation request, stop charging you, and refund any unauthorized charges. To cancel, email [email protected] with your order number and account details, or call +1 213-394-0455 during California business hours. Always follow up with an email to create a paper trail, monitor your bank statement for 30 days, and dispute any unauthorized charges with your bank immediately if they appear. If Seranova refuses to cancel or continues to bill you, escalate to the Commerce Commission, which has the power to compel refunds and enforce your rights. Tocancel has helped thousands of New Zealand consumers cancel unwanted subscriptions and recover money, and our guides and tools are here to support your cancellation every step of the way.

Contact information for Seranova cancellations:

• Email: [email protected]
• Phone: +1 213-394-0455 (US number; call during California business hours)
• Mailing address: No verified physical address for cancellation requests; use email or phone only

If Seranova does not respond or you face ongoing billing issues, contact the Commerce Commission at comcom.govt.nz or call 0800 943 600 to lodge a formal consumer complaint. Tocancel is ready to help you navigate the next steps and ensure your rights are protected under New Zealand consumer law.