Cancel Hemper: Step-by-Step Guide

How to cancel Hemper in new zealand and protect your wallet

Why you might want to cancel Hemper

Hemper is a US-based subscription box service that delivers themed smoking accessories and glassware to your door each month. You receive between 8 and 14+ items depending on which tier you choose, including glass bongs, tools, cleaning supplies, and curated accessories. The service operates on a monthly billing cycle, charging you in US dollars, which means your actual cost in New Zealand dollars fluctuates with exchange rates.

If the boxes no longer match your needs, you've accumulated too many items, or you're simply unhappy with what you receive, cancelling is your right. Many New Zealand subscribers find that once they calculate their true cost in NZD-often $70-75 per month for the standard box-the value no longer justifies the expense. Tocancel is here to walk you through your cancellation options and explain your rights as a consumer, so you stop paying for a service you don't want.

The financial impact of staying subscribed

Monthly charges accumulate faster than most people realise. Over a year, a Hemper Box subscription costs you between $840 and $900 NZD in exchange rate terms, before any applicable fees. If you've already received boxes you don't use or the items don't match what you expected, every additional month represents money you could redirect elsewhere. Cancelling immediately stops future charges and protects your budget from further erosion.

Take action now: calculate what you've spent in the last six months by checking your bank statements, then decide whether the next box is worth the cost.

Understanding hemper's pricing structure

Before you cancel, it helps to understand exactly what you're paying and why the costs matter for your decision.

Hemper subscription plans and current costs

Exchange rates create hidden cost increases

Hemper charges all New Zealand customers in US dollars, which means your actual NZD payment varies depending on the exchange rate at the time of billing. A box that costs US$39.99 on one date might cost you $68 NZD in one month and $76 NZD the next month, purely because of currency fluctuations. Your credit card or bank applies the daily exchange rate, often with a small markup, so the amount you pay is rarely predictable.

Check your last three bank statements to see what you actually paid in New Zealand dollars, then multiply that by 12 to see your annual cost-this often shocks subscribers into action.

Your consumer rights under new zealand law

The Consumer Guarantees Act 1993 protects you when you subscribe to services in New Zealand, even if the company is based overseas. Understanding these rights is essential before you cancel, because they give you legal leverage if Hemper refuses your request.

What the consumer guarantees act means for your Hemper subscription

Under New Zealand consumer law, all goods and services must be of acceptable quality, fit for purpose, and delivered within a reasonable timeframe. If Hemper sends you damaged items, an incorrect box, or fails to process your cancellation request, you have a legal right to a remedy. This might be a refund, replacement, or credit towards a future purchase-and the law overrides any terms Hemper's website claims.

Your legal position is strong: Hemper cannot hide behind being overseas. If they breach their obligation to deliver what you paid for or to cancel your subscription when you ask, the Commerce Commission and Consumer NZ enforce the Act on your behalf. Tocancel helps you understand this leverage so you negotiate from a position of strength.

Refund rights if something goes wrong

Hemper's standard terms state they do not offer refunds for subscription charges once the billing cycle begins. However, the Consumer Guarantees Act overrides this in several situations where you have a right to refund, replacement, or repair:

• You receive damaged, defective, or faulty items-you have 7 days from delivery to report
• The box contents do not match the description on Hemper's website
• Items are unfit for purpose or unsuitable for their intended use
• Hemper fails to process your cancellation request and charges you anyway

In any of these cases, you're entitled to a remedy at no cost to you, regardless of what Hemper's terms say. If Hemper refuses, you can escalate to the Commerce Commission or seek free advice from Consumer NZ.

Document everything: take screenshots of your cancellation request, keep all emails, and photograph damaged items with timestamps-this evidence protects you if you need to escalate.

How to cancel Hemper step by step

Hemper offers multiple cancellation methods depending on your account type and how you prefer to communicate. Choose the method that suits you, then follow the steps exactly to ensure your cancellation is processed before your next billing date.

Cancel via your Hemper customer portal or account

This is the fastest and most direct method if you have an active online account.

1. Visit Hemper's website and log into your customer account using your email and password
   • If you've forgotten your password, use the "Forgot Password" link to reset it
   • Check your email (including spam folder) for the password reset link
2. Navigate to your Account Settings or Subscription Management section
   • Look for options labelled "My Subscription", "Manage Subscription", or "Billing"
   • Some accounts display this on the dashboard homepage
3. Select "Cancel Subscription" or "End Subscription"
   • Hemper may ask why you're cancelling-this feedback is optional
   • Do not ignore this step; cancellation usually requires explicit confirmation
4. Confirm your cancellation request when prompted
   • Hemper should display a confirmation message immediately
   • Take a screenshot of this confirmation for your records
5. Check your email within 24 hours for a cancellation confirmation email
   • This email should include your cancellation date and final billing date
   • Forward this email to yourself as a backup or save it as a PDF

If you complete these steps before your next billing date, you will not be charged for an additional box.

Cancel by email to hemper's customer support

If you cannot access your online account or prefer written communication, email is a reliable backup method.

1. Send an email to Hemper's customer support address
   • Subject line: "Subscription Cancellation Request"
   • In your email, include: your full name, email address associated with the account, and the date you wish to cancel (ideally immediately or before your next billing date)
2. Include a clear cancellation statement in the body
   • Example: "I request to cancel my Hemper Box subscription effective immediately. Please confirm this cancellation in writing and provide the date of my final billing."
   • This creates a written record Tocancel or a legal advisor can reference if disputes arise
3. Send the email and keep a copy in a folder for your records
   • Do not delete your email; you may need it as proof of your request
4. Expect a reply within 2-3 business days
   • Hemper's support team should send a confirmation email with your cancellation effective date
   • Check both your inbox and spam folder for the response
5. If you receive no reply within 5 business days, follow up with a second email or contact them via an alternative method
   • This follow-up creates evidence that you made a good-faith cancellation attempt

Email gives you documented proof of your cancellation request, which is invaluable if Hemper later charges you and claims they never received your request.

Cancel via phone or live chat (if available)

Some Hemper customers report success cancelling through phone support or live chat on the website, though availability varies.

1. Look for a "Contact Us" or "Help" link on Hemper's website
   • This section usually lists phone numbers, chat options, or contact forms
2. If phone support is available, call and request cancellation
   • Have your account email and order number ready
   • Ask the agent to confirm your cancellation effective date before you hang up
   • Request they email you a confirmation of the cancellation
3. If live chat is available, initiate a conversation
   • Type: "I want to cancel my Hemper subscription"
   • Screenshot the entire chat conversation before you close the window
4. Whether by phone or chat, always ask for written confirmation
   • Verbal confirmation is less reliable than email confirmation

Choose the cancellation method that leaves you with the strongest written record-email or a screenshot of a confirmation message is ideal.

Timing your cancellation to avoid extra charges

Cancellation timing is critical because Hemper bills you on a monthly cycle based on your original sign-up date, not a calendar month. Cancel too late and you'll pay for another box you don't want.

Know your billing date

Your billing date is the same day each month that you were first charged. For example, if you subscribed on March 15, you're billed on the 15th of every month. To find your billing date, check your bank statements or log into your Hemper account-most platforms display "Next Billing Date" in your subscription settings.

Once you know your billing date, cancel at least 3-5 days before that date to ensure your cancellation request is processed before payment is collected. If you miss the window and are charged anyway, see the "Refund and dispute" section below.

What happens to paused or held subscriptions

If you do not want to cancel completely but want to skip a month or two, Hemper may offer a "pause" or "hold" option. Be aware that some accounts incur a storage or hold fee for this service. Check whether you're comfortable with any fees before you pause, and always request written confirmation of the pause terms. If pausing fees are high, outright cancellation may be more cost-effective.

Mark your cancellation date in your calendar and confirm it again 48 hours before your billing date-this double-check prevents accidental charges.

What to do after you cancel

Cancelling is only half the battle; protecting yourself after cancellation ensures Hemper honours your request and doesn't charge you again.

Confirm your cancellation is recorded

Within 24-48 hours of submitting your cancellation request, you should receive a confirmation email from Hemper. This email should state your cancellation effective date and confirm that no future boxes will be shipped. Save this email permanently-do not delete it, and consider printing a copy as backup.

If you do not receive a confirmation email within 48 hours, contact Hemper again by email to confirm they received your original request. Send a follow-up message like: "I submitted a cancellation request on [date]. Please confirm you have received it and provide my cancellation effective date."

Monitor your bank account

For at least two billing cycles after your cancellation date, check your bank statements to ensure Hemper does not charge you again. Set a phone reminder for 2-3 days before your original billing date each month, then check your account. If an unexpected charge appears after your cancellation, document it immediately and contact Hemper to demand a refund.

Keep all documentation

Collect and store the following documents in a folder (physical or digital):

• Screenshots of your cancellation request submitted through the website
• Emails you sent requesting cancellation and any replies from Hemper
• Cancellation confirmation emails from Hemper
• Bank statements showing the final charge and any unexpected charges after cancellation
• Screenshots of your subscription settings before and after cancellation

If a dispute arises, this documentation proves you acted in good faith and that Hemper failed to honour your request-valuable evidence if you escalate to the Commerce Commission or pursue a chargeback through your bank.

If Hemper charges you after cancellation

Sometimes companies fail to cancel properly or attempt to charge you despite your clear request. You have legal remedies and should act immediately.

Dispute the charge with your bank

If Hemper charges your account after your cancellation date, contact your bank immediately. Explain that you cancelled your subscription before this charge date and provide your cancellation confirmation email as evidence. Your bank can initiate a chargeback or dispute claim on your behalf, reversing the charge and potentially charging Hemper a dispute fee for the incorrect transaction.

Most banks process disputes within 5-10 business days and will credit your account while they investigate. Do not wait to dispute-banks often have time limits for chargeback requests, typically 60-90 days from the charge date.

Demand a refund directly from Hemper

Send Hemper an email demanding a refund for the unauthorized charge. Use this template:

• Subject: "Refund demand for unauthorized charge after subscription cancellation"
• Body: "I cancelled my Hemper subscription on [date]. Your confirmation email stated my cancellation was effective [date]. You have charged my account $[amount] on [date], which is after my cancellation date. This is an unauthorized charge. I demand a full refund to my account within 7 days. If you do not refund this amount, I will dispute this charge with my bank and report this matter to the Commerce Commission."

Send this email and retain a copy. This puts Hemper on notice that you know your rights and are prepared to escalate.

Escalate to the commerce commission or consumer NZ

If Hemper refuses to refund an unauthorized charge after your cancellation, you can escalate your complaint to the Commerce Commission. New Zealand's Commerce Commission enforces consumer protection law and investigates complaints about unfair business practices, including unauthorized billing. Consumer NZ also offers free advice and can help you understand your options.

Tocancel recommends gathering all documentation (cancellation emails, bank statements, chargeback proof) before contacting either authority, as this speeds up their investigation. You may also be entitled to compensation if Hemper's failure to cancel has caused you financial harm.

Act fast: disputes and complaints are easier to resolve within 30-60 days of the unauthorized charge.

Common mistakes when cancelling Hemper

Cancellation should be straightforward, but many subscribers make small errors that create complications later. Recognising these mistakes now means you avoid them entirely.

Mistake 1: assuming your cancellation is complete without confirmation

Many subscribers cancel through the website, assume they're done, and don't follow up. Weeks later, they're surprised by a charge and realise the cancellation was never processed. Always wait for a confirmation email and screenshot or save it. If you receive no email within 48 hours, contact Hemper a second time.

Mistake 2: cancelling too close to your billing date

If you cancel on the same day as your billing date or the day after, Hemper may have already processed the charge before your cancellation request was acted on. Cancel 3-5 days before your billing date to ensure your request is processed first. If you miss this window and are charged, dispute the charge with your bank immediately.

Mistake 3: not keeping records of your cancellation request

If you cancel via email or phone and receive no written confirmation, you have no proof you cancelled if Hemper later claims they never received your request. Always require written confirmation in the form of an email, screenshot, or confirmation number. Email is best because it creates a time-stamped record.

Mistake 4: forgetting to monitor your bank account after cancellation

Set a calendar reminder for your original billing date (or 1-2 days before) for the next two months after you cancel. Check your bank account to confirm no charge appears. Early detection of an unauthorized charge gives you time to dispute it effectively.

The best mistake is the one you prevent: double-check every cancellation step before you think you're done.

When to cancel versus when to pause

Cancellation is permanent, but Hemper may offer a pause option if you want flexibility. Understanding the difference helps you make the right choice.

If pause fees are more than the cost of one box, cancellation is cheaper. Compare the options before deciding.

Your rights summary and final checklist

As a consumer in New Zealand, you have rights that protect you when dealing with Hemper or any overseas subscription service. Tocancel exists to ensure you understand and exercise these rights confidently.

Your legal checklist

• You have the right to cancel any subscription at any time by submitting a clear, written cancellation request
• You have the right to a refund if items are damaged, defective, or not as described-the Consumer Guarantees Act overrides Hemper's terms
• You have the right to dispute unauthorized charges with your bank via chargeback
• You have the right to escalate complaints to the Commerce Commission or Consumer NZ if Hemper refuses to cooperate
• You have the right to compensation if Hemper's failures have caused you financial loss

Cancellation action checklist

• Step 1: Identify your billing date by checking your last bank statement or account settings
• Step 2: Submit your cancellation request via website portal, email, or phone at least 3-5 days before your billing date
• Step 3: Screenshot or save your cancellation request submission proof
• Step 4: Wait for confirmation email from Hemper and save it permanently
• Step 5: Monitor your bank account on and after your billing date to confirm no charge appears
• Step 6: If charged after cancellation, dispute the charge with your bank immediately
• Step 7: If Hemper refuses to refund, contact the Commerce Commission or Consumer NZ

Complete all seven steps for maximum protection. Do not skip documentation-it is your proof if a dispute arises later.

Contact information for Hemper and regulatory bodies

If you need to cancel Hemper or escalate a complaint, use these contact points. Note that Hemper is US-based, so response times may be slower than local services.

Hemper customer support

Hemper does not appear to publish a New Zealand-specific mailing address. All customer support is typically handled via:

• Email: Check Hemper's website for the current customer support email address
• Website: Visit Hemper's site and look for a "Contact Us" link
• Live chat: Some customers report live chat availability on the Hemper website

Requests sent via email are most reliable because they create a time-stamped record. Expect 2-5 business days for a response.

New zealand regulatory bodies

If Hemper refuses to cancel your subscription or process a refund you're entitled to under the Consumer Guarantees Act, escalate to:

• Commerce Commission: New Zealand's consumer protection regulator. Visit www.comcom.govt.nz or call 0800 943 600 to lodge a complaint about unfair business practices or unauthorized billing.
• Consumer NZ: Free consumer advice service. Visit www.consumer.org.nz or call 0800 943 600 for guidance on your rights and escalation options.

Both agencies can investigate whether Hemper has breached New Zealand consumer law and can take enforcement action on your behalf.

Conclusion: take control of your spending now

Hemper subscriptions add up quickly, and when charged in US dollars with fluctuating exchange rates, the true cost to your NZD account can surprise you. If you've decided to cancel, you have the right to do so immediately, and Hemper must honour your request without argument. The Consumer Guarantees Act protects you, and the Commerce Commission enforces it.

Follow the step-by-step cancellation instructions above, document every action, and monitor your bank account to confirm the cancellation worked. If Hemper charges you after you've cancelled, dispute the charge with your bank and escalate to the regulatory bodies if needed. Your rights are strong, and Tocancel has helped thousands of New Zealand consumers cancel unwanted subscriptions and reclaim their money by understanding these protections and acting decisively.

Do not delay-cancel today and redirect that subscription cost towards something that truly adds value to your life. Tocancel is here to support you every step of the way.