Cancel eSalon: The Right Way

How to cancel eSalon in new zealand and reclaim control of your subscription

What eSalon is and why you might want to cancel

eSalon delivers custom hair colour kits to your door, formulated based on your hair type and preferences. You can choose one-time purchases or enrol in their Flex Plan autoship service, which sends fresh colour every 6 to 8 weeks. The convenience attracts many New Zealand customers, but recurring charges can slip past you if you forget to pause or cancel before the next shipment triggers. At Tocancel, we understand how easy it is to lose track of subscription dates-and that is exactly why we have created this guide.

Your reasons for cancelling are valid, whether the colour formula did not suit your hair, you found a more affordable option, or you simply do not want ongoing charges. This guide walks you through your rights under New Zealand law and the exact steps to stop future payments. Tocancel is here to ensure you take confident action.

ESalon pricing and plans in new zealand

eSalon offers two main purchase options in New Zealand, each with different pricing and commitment levels.

The Flex Plan offers a 20% discount compared to one-time purchases, but it locks you into recurring billing. Knowing your plan type is the first step toward cancelling efficiently.

Signs you should cancel eSalon

You might cancel if the colour results disappoint you, your hair needs have changed, or the cost no longer fits your budget. Some customers cancel because they prefer visiting a local salon, or they discover a competing service that offers better value. Whatever your reason, you have the right to exit without penalty. Tocancel recognises that subscription fatigue is real, and taking action to cancel is a perfectly reasonable consumer choice.

Your consumer rights under new zealand law

New Zealand's Consumer Guarantees Act 1993 and Fair Trading Act 1986 protect you when you buy goods like hair colour kits from eSalon.

Consumer guarantees act protections

Under the Consumer Guarantees Act 1993, goods supplied to you must be of acceptable quality, fit for purpose, and match the description provided when you ordered. If your eSalon colour kit fails to perform as advertised, you can request a remedy from eSalon-this might be a replacement, repair, or refund. Your legal position is stronger than eSalon's own 30-day satisfaction guarantee; your statutory rights under the Consumer Guarantees Act can extend beyond 30 days in certain circumstances, particularly for defects that emerge later. eSalon's internal policy is a starting point, not a ceiling.

If the colour formula does not match your hair type, damages your hair, or arrives in damaged condition, you have grounds to claim a remedy. Document the issue with photographs and keep all packaging and unused product. Contact eSalon within a reasonable timeframe-do not wait months-to request your remedy.

Fair trading act and misleading claims

The Fair Trading Act 1986 protects you from misleading or deceptive claims about eSalon's service. If eSalon made promises about results, delivery timeframes, or subscription terms that proved false, you can lodge a complaint with the Commerce Commission. This Act also governs how eSalon presents cancellation options; they cannot hide or obscure the cancellation method, and they must make it as easy to cancel as to sign up.

Your legal position is clear: eSalon must be transparent about cancellation rights, and you can escalate to the Commerce Commission if they obstruct your exit.

How to cancel eSalon via the website or app

Cancelling your eSalon subscription depends on where you created your account. Follow the method that matches your situation to stop future charges before your next shipment prepares.

Cancel via the eSalon website

If you manage your eSalon account directly on their website, you can cancel your Flex Plan in a few straightforward steps.

1. Visit esalon.com and log in with your email address and password
   • If you have forgotten your password, click "Forgot password" and check your email for a reset link
   • Complete any security verification prompts
2. Navigate to your account dashboard or "My Account" section
   • Look for "My Subscriptions," "Billing," or "Active Orders"
   • Locate your Flex Plan autoship entry
3. Select "Cancel subscription" or "Pause next shipment" and confirm your choice
   • eSalon may ask why you are cancelling; you are not obligated to provide detailed feedback, but brief comments can help them improve
   • A confirmation message should appear on screen; take a screenshot as proof
4. Check your email inbox for a cancellation confirmation from eSalon within 24 hours
   • If you do not receive one, log back in and verify the subscription status has changed to "cancelled"

Cancel at least 24 hours before your "Upcoming shipment" date to avoid being charged for an order you do not want. Check the shipment date displayed in your account right away.

Cancel via the iOS or android app

If you manage your eSalon account through the mobile app, follow these steps to cancel.

1. Open the eSalon app and log in with your credentials
   • Ensure you are using the official eSalon app, not a third-party retailer app
2. Tap the menu icon (usually three horizontal lines) and select "Account" or "Profile"
3. Find "My Subscriptions" or "Active Orders" and tap your Flex Plan
   • Review your upcoming shipment date and billing information
4. Tap "Cancel subscription" and follow the confirmation prompts
   • eSalon may offer a discount to keep you subscribed; you can decline this offer
5. Save a screenshot of the cancellation confirmation screen as proof

Mobile cancellations can sometimes fail due to app glitches; if the button does not respond, cancel via the website instead.

Cancel if you purchased through a third-party retailer

If you bought eSalon through Apple App Store, Google Play, or another online marketplace, you must cancel through that platform, not directly with eSalon.

1. For Apple App Store: open the App Store app, tap your profile icon, select "Subscriptions," find eSalon, and tap "Cancel subscription"
2. For Google Play: open Google Play, tap your profile icon, select "Payments and subscriptions," tap "Subscriptions," select eSalon, and tap "Cancel subscription"
3. For other retailers: log into your account on that platform, navigate to "Subscriptions" or "Active purchases," and cancel from there
4. Email your retailer's support team with a screenshot of the cancellation confirmation and your order number if you encounter resistance

Third-party platforms often process refunds directly; check your original receipt email to see which platform you used.

What happens after you cancel eSalon

Understanding what to expect after you hit "cancel" removes uncertainty and helps you stay in control.

Timeline and final shipments

Once you cancel, eSalon stops all future recurring charges. However, if a shipment was already marked "in preparation," you may still receive that order and be charged for it-this is why timing matters. You will receive a confirmation email within 24 hours; this email serves as your receipt and proof of cancellation, so keep it in a safe folder.

If you receive an unwanted shipment after cancelling, open it promptly and follow the returns process outlined in your confirmation email. Most colour kits can be returned within 30 days for a refund.

Refunds and credits

If you were charged for a shipment after you cancelled, or if you return an unwanted kit, eSalon will refund your payment to your original payment method within 5 to 10 business days. Check your bank statement or credit card to confirm the refund has posted. If it does not appear after 10 business days, contact eSalon support with your order number and ask for a refund status update.

If eSalon refuses to refund you, escalate the complaint to the Commerce Commission or your bank. Tocancel has helped thousands of consumers cancel unwanted subscriptions and recover money-you are not alone in facing resistance, and there are tools available to you.

Common mistakes when cancelling eSalon

Many customers accidentally leave their subscription active when they think they have cancelled. Being aware of these pitfalls saves you money and frustration.

Mistake 1: pausing instead of cancelling

eSalon offers the option to "pause" your next shipment. Pausing is temporary and will automatically resume your subscription after a set period-usually 2 to 3 months. If you truly want to cancel, select "Cancel subscription," not "Pause." Check your confirmation email to confirm which action you took; it will clearly state "cancelled" or "paused."

Mistake 2: cancelling too close to shipment date

If your shipment is already marked "in preparation," your cancellation request may arrive too late to stop the charge. Cancel at least 24 to 48 hours before your listed shipment date. Log into your account now and check your "Upcoming shipment" date; if it is within the next two days, call eSalon support directly and ask them to cancel before processing.

Mistake 3: forgetting to check your confirmation email

eSalon sends a cancellation confirmation email, but it can land in your spam or promotions folder. Search your email for "eSalon," "subscription," or "cancellation" within the last 24 hours. Without this confirmation, you cannot prove you cancelled if a dispute arises. Forward the confirmation email to yourself in a dedicated folder for subscription cancellations.

Mistake 4: assuming the app cancellation worked

Mobile app cancellations sometimes fail silently; the button responds but the cancellation does not process. Always verify by logging in again and checking your subscription status, or by checking your confirmation email. If the status still shows "active" an hour after you cancelled, try cancelling via the website instead. Tocancel recommends taking a screenshot of your "cancelled" status for your records.

If eSalon refuses to cancel or refund you

A small number of customers report difficulty cancelling or receiving refunds. If you encounter this, you have clear escalation paths under New Zealand law.

Step 1: contact eSalon support in writing

Email eSalon's support team with your order number, the date you requested cancellation, and a clear request for confirmation that your subscription is cancelled or for a refund. Keep your email professional and factual. eSalon's US-based support team typically replies within 48 hours. Ask them to confirm in writing that your subscription is cancelled and no future charges will apply.

Step 2: dispute the charge with your bank

If eSalon charges you after you cancelled, contact your bank's disputes team immediately and report the transaction as unauthorized. Provide your cancellation confirmation email and any screenshots showing your subscription status as "cancelled." Most banks will reverse the charge and launch an investigation; eSalon must then prove they had your permission to charge you.

Step 3: lodge a complaint with the commerce commission

If eSalon ignores your cancellation request or refuses to refund you, file a complaint with the Commerce Commission (New Zealand's consumer regulator). The Commerce Commission investigates breaches of the Consumer Guarantees Act and Fair Trading Act. You can file a complaint online at comcom.govt.nz. Provide copies of your cancellation request, confirmation emails, and any communication with eSalon. The Commission has power to compel refunds and issue warnings to businesses.

Your legal position is strong. New Zealand law is on your side, and regulators like the Commerce Commission take unfair cancellation practices seriously. Tocancel exists to empower you with this knowledge so you feel confident taking action.

Checklist for cancelling eSalon

Use this checklist to ensure you have completed each step correctly.

Do not consider yourself fully cancelled until your subscription status shows "cancelled" and you have received a confirmation email. Tocancel recommends saving this email and your screenshots for at least 12 months in case you need to dispute a charge later.

Key takeaways for new zealand consumers

You have strong consumer rights under New Zealand law. The Consumer Guarantees Act 1993 and Fair Trading Act 1986 protect you when you cancel, request a refund, or challenge a company's cancellation practices. eSalon must make cancellation as simple as signup, and they cannot hide the cancellation option or continue charging you after you have cancelled.

Cancel at least 24 hours before your shipment date, always select "Cancel subscription" (not "Pause"), and verify your cancellation status via email and your account dashboard. If eSalon refuses to cancel or refund you, escalate to your bank's disputes team or the Commerce Commission-both have power to recover your money and hold eSalon accountable.

Tocancel has guided thousands of New Zealand consumers through subscription cancellations, refund disputes, and regulatory complaints. You are not powerless in this situation. By following this guide, you take control of your money and your choices. Tocancel is your ally in standing up for your consumer rights-bookmark this page for future reference or share it with friends facing the same challenge.