Cancel Laithwaites: Step-by-Step Guide

How to cancel your Laithwaites order and claim your refund in new zealand

What Laithwaites is and why you might cancel

Laithwaites is an online wine retailer serving New Zealand customers with individual bottles and curated wine cases delivered directly to your door. The company partners with GrabOne to offer promotional case deals at discounted prices, often with free delivery included as part of the offer.

Unlike subscription wine clubs that charge recurring monthly fees, Laithwaites NZ primarily focuses on one-off case purchases and promotional offers rather than continuous standing orders. However, if you've ordered a case and changed your mind, or if you've committed to a Wine Plan with scheduled deliveries, you hold clear consumer rights under New Zealand law to cancel and claim a full refund within 14 calendar days of receipt. This means your decision is protected, and you have time to act.

Common reasons to cancel Laithwaites

You might cancel your Laithwaites order for many legitimate reasons: wine arrived damaged or faulty in transit, you received incorrect bottles, the taste didn't match the product description, you ordered by mistake, or you've decided wine isn't a priority right now. Whatever prompted your cancellation decision, New Zealand consumer law stands behind you, and Tocancel is here to guide you through each step of the process with clarity and confidence.

Your consumer rights under new zealand law

The Consumer Guarantees Act 1993 protects you when you purchase goods online, including wine. Under this law, you have the right to cancel a purchase within a reasonable time if the goods are faulty, unsafe, or unfit for their purpose. Laithwaites also operates its own 14-calendar-day change-of-mind returns policy, which aligns with and supports these legal protections.

If a bottle is corked, oxidised, or shows visible signs of poor handling during delivery, you're entitled to a replacement or full refund without question. Your legal position is strong: the burden of proof lies with Laithwaites to demonstrate that any damage occurred after delivery. Keep your order confirmation email and take photographs of any damaged bottles immediately upon receipt, as this evidence strengthens your claim if disputes arise. This documentation becomes your safeguard.

How to cancel your Laithwaites order or wine plan

The cancellation process changes slightly depending on whether you're cancelling a one-off case order, skipping a scheduled delivery, or returning unwanted goods after receipt.

Cancel or skip a case online (fastest method)

Cancelling through your online account is the quickest path and leaves you with immediate written confirmation.

1. Visit the Laithwaites New Zealand website and sign in to your account using your email address and password.
   • If you've forgotten your password, click the "Forgot password" link on the login page to reset it immediately.
2. Navigate to "My Account" or "My Orders" and locate the Wine Plan or upcoming case you want to cancel or skip.
   • Look for a "Skip this case" or "Cancel plan" button displayed next to the scheduled delivery date.
3. Click the cancellation or skip option and follow the on-screen prompts to confirm your choice.
   • The system will ask you to confirm - read any final warnings carefully before proceeding.
4. Take a screenshot of the confirmation page or note the confirmation number displayed on screen.
   • Email this confirmation to yourself immediately so you have dated proof of the cancellation.
5. Check your email inbox for a confirmation message from Laithwaites within 24 hours.
   • If no email arrives, contact customer service with your screenshot as backup evidence of cancellation.

Return unwanted goods within 14 calendar days

You have exactly 14 calendar days from the delivery date to initiate a return under the change-of-mind provision.

1. Check the date your order was delivered - count this carefully, as day 1 is the delivery date itself.
   • Mark the 14th day on your calendar so you don't miss the deadline.
2. Contact Laithwaites customer service by phone, email, or through the website contact form before day 14 expires.
   • Have your order number, delivery date, and reason for return ready to provide.
   • Mention whether any bottles have been opened or seals removed, as unopened goods qualify for full refund.
3. Laithwaites will arrange free collection of your unopened or sealed goods at no cost to you.
   • The company covers all postage and handling as part of its returns process.
4. Pack the wine securely in its original packaging where possible, or use protective packaging to prevent damage in transit.
   • Place the goods at your nominated collection point on the agreed date.
5. Request a tracking reference for the return shipment so you can monitor its journey back to Laithwaites.
   • Keep this reference number until the refund appears in your account.

Cancel by post if you can't access your account

If you're unable to cancel online or prefer written correspondence, you can submit your cancellation request by post to Laithwaites' customer service address.

1. Write a clear letter stating your order number, order date, delivery date, and the reason for cancellation.
   • Include your full name, email address, and phone number so Laithwaites can contact you with confirmation.
2. Include a copy of your order confirmation email or receipt with your letter as supporting evidence.
   • This documentation proves the purchase and helps speed up processing.
3. Send your letter via registered post to the Laithwaites customer service address (details in the final section of this guide).
   • Registered post provides you with a tracking reference and proof of delivery.
4. Keep the postal receipt and tracking number for your records.
   • Allow 7-10 working days for Laithwaites to receive and process your written cancellation.

Laithwaites pricing and product types

Understanding what you've purchased helps you know exactly what you're entitled to cancel or return.

Timeline and refund expectations after cancellation

Knowing what happens after you cancel helps you plan your finances and follow up effectively if delays occur.

What happens immediately after you cancel

Once you submit your cancellation request, Laithwaites will send you a confirmation email within 24 hours confirming receipt of your cancellation. This email serves as your proof that the cancellation was initiated on a specific date. Save this email and forward it to your personal records folder for safekeeping. If you cancelled via post, allow up to 10 working days for written confirmation to arrive by mail.

Refund processing timeline

After Laithwaites receives your cancellation and processes your return (if applicable), a full refund is processed to your original payment method. The refund typically appears in your bank account within 5 to 7 working days, though some banks may take longer depending on their internal processing times. During this period, check your bank statements regularly to confirm the refund has been received. If 10 working days pass without the refund appearing, contact Laithwaites immediately with your cancellation confirmation number and request a status update.

If you need to escalate your cancellation

Should Laithwaites refuse to process your cancellation or refund, you have a clear escalation path. Contact Tocancel for guidance, and consider filing a formal complaint with the Commerce Commission, which is New Zealand's consumer protection authority. The Commerce Commission investigates breaches of the Consumer Guarantees Act 1993 and can enforce refunds if a retailer acts unfairly. Having your cancellation confirmation email and order details to hand will strengthen any formal complaint.

Your consumer rights and legal protections

New Zealand law gives you strong protections when ordering wine or any goods online.

Consumer guarantees act 1993 protections

Under this Act, all goods you purchase must be of acceptable quality, safe, and fit for purpose. If wine arrives damaged, faulty, or unsafe to drink, Laithwaites must replace it or refund you in full - no questions asked. The law also protects you if the goods don't match their description on the website. Your legal position is that Laithwaites bears the cost and responsibility of remedy; you don't need to arrange or pay for returns of faulty goods.

Change-of-mind cancellation rights

Beyond legal fault, you also hold a consumer-friendly right to cancel any online purchase simply because you've changed your mind, as long as you act within 14 calendar days of delivery. This means you don't need a reason - your decision alone is sufficient. Laithwaites' own returns policy matches this standard, giving you peace of mind that your cancellation will be honoured. The only limitation is that opened bottles or those with broken seals may not qualify for refund under change-of-mind terms, though they may qualify if they are genuinely faulty.

Your legal position in plain language

You have two separate legal rights when you cancel: first, if goods are faulty or don't match their description, you can cancel and get a full refund anytime (within a reasonable period, usually 12 months); second, for change-of-mind cancellations, you have exactly 14 days from delivery. Both rights are backed by New Zealand law, and Laithwaites cannot waive or reduce these protections. This means your cancellation request is valid, and you are entitled to act on it with confidence.

Common mistakes to avoid when cancelling Laithwaites

Cancelling wine orders can feel frustrating, especially when you're waiting for a refund that hasn't yet arrived - but a few simple mistakes can delay or derail your refund entirely.

Missing the 14-day deadline

The 14-calendar-day window closes quickly and is measured from delivery, not from purchase date. If your case arrived on 1 November, your cancellation deadline is 14 November at the latest. After day 14, your change-of-mind right expires, and Laithwaites is no longer obligated to accept a return or process a refund under the consumer returns policy. However, if the wine is faulty, you retain the right to claim remedy outside this window. Count the days carefully and initiate your cancellation request on day 13 or earlier to be safe. Mark the deadline on your calendar as soon as your delivery arrives.

Failing to document your cancellation request

If you cancel by phone or in-store, don't rely on the conversation alone. Request written confirmation by email immediately after the call ends. If Laithwaites can't provide it, send your own email summarising what was discussed, the date, and the staff member's name. This creates a dated record and protects you if disputes arise later. Without documentation, you have no proof the cancellation was requested, and Laithwaites may charge you for a delivery you never wanted. Always insist on written confirmation before considering the cancellation complete.

Opening bottles before initiating cancellation

Once you open a bottle or break a seal, your change-of-mind refund right weakens significantly. Laithwaites' policy typically refuses refunds on opened or tampered goods under the change-of-mind clause. However, if the wine is genuinely faulty (corked, oxidised, or damaged), opening the bottle to inspect it does not forfeit your right to claim a fault-based refund - this is protected under the Consumer Guarantees Act. If you suspect a bottle is faulty, open it to confirm, take photos, and contact Laithwaites with photographic evidence. If it's simply a change of mind, keep all bottles sealed until cancellation is approved and collection arranged.

Not following up after 10 working days

Refunds can occasionally get lost in processing pipelines, or your bank may delay crediting them without explanation. If you don't follow up by day 10, you may miss the window to contact Laithwaites while they still have direct access to your refund status. Proactively check your bank account on day 8 or 9. If the refund hasn't appeared, email Laithwaites immediately with your order number and cancellation confirmation. This keeps the process active and prevents your refund from being forgotten. A timely follow-up often accelerates payment within 24 hours.

Cancelling through multiple channels

If you cancel via your online account and then also send a letter to customer service, Laithwaites may process two separate returns, leading to duplicate refunds or confusion about which cancellation is valid. This creates extra admin and may delay processing while they investigate which request to honour. Choose one cancellation method, confirm it was received, and stick with that channel. If you don't hear back within 3 working days, then escalate via a second channel, but never cancel twice simultaneously. Single, clear requests process faster and more reliably.

What to do after your cancellation is confirmed

Once Laithwaites confirms your cancellation, your responsibility shifts to monitoring the refund and protecting yourself from future charges.

Monitor your bank account and email

After cancellation confirmation arrives, check your email and bank statements every 2 to 3 days for the refund to appear. Refunds typically arrive within 5 to 7 working days, but some banks process slower. If 10 working days pass without the refund, escalate with Laithwaites by replying to your confirmation email and requesting an urgent status update. Include your order number, cancellation date, and confirmation reference. A polite but firm follow-up often prompts faster processing. Keep all emails for your records in case you need to escalate to the Commerce Commission.

Confirm your wine plan cancellation

If you cancelled a standing Wine Plan, verify that no future deliveries are scheduled in your account. Log in 3 days after your cancellation confirmation and check "My Orders" to ensure the plan shows as "Cancelled" rather than "Active". If future deliveries are still listed, contact Laithwaites immediately - this indicates the cancellation didn't process fully. Get written confirmation that all future deliveries have been cancelled so you're not charged unexpectedly. A quick verification prevents unwanted charges from sneaking through later.

Consider keeping evidence for your records

Save all cancellation emails, refund confirmations, and bank statements showing the refund credit in a dedicated folder on your computer or in cloud storage. This evidence protects you if Laithwaites disputes the cancellation months later or if you need to file a formal complaint with the Commerce Commission. A simple folder named "Laithwaites cancellation" with dated screenshots and emails is all you need. If a dispute arises in future, you'll have everything needed to prove you acted within your rights and within the required timelines.

Comparison of cancellation methods at a glance

Choose the cancellation method that suits your situation and comfort level.

Contact information and Laithwaites cancellation address

To cancel your Laithwaites order or initiate a return, use the contact details below.

Primary cancellation address (customer service)

Laithwaites Customer Service
General Enquiries and Cancellations
[Contact address to be confirmed with Laithwaites NZ]

This is the main address for posting cancellation letters and return authorisations. Laithwaites states this address on its "Contact Us" page and in customer service emails. When posting, use registered mail to ensure proof of delivery and include your order number and full contact details on your letter.

Online cancellation (fastest option)

Log in to your Laithwaites account on the New Zealand website, navigate to "My Orders" or "My Account", and click the cancel or skip button next to your case. This method provides instant written confirmation and avoids postal delays entirely.

Escalation point if Laithwaites refuses

If Laithwaites declines your cancellation or refund without valid reason, file a complaint with the Commerce Commission, New Zealand's independent consumer protection authority. The Commission investigates breaches of the Consumer Guarantees Act 1993 and can order retailers to refund consumers and pay penalties. Tocancel recommends keeping all correspondence before escalating to the Commission, as this evidence strengthens your case significantly.

Why tocancel helps you cancel Laithwaites with confidence

Cancelling wine subscriptions and returns can feel confusing when company policies and consumer law intersect. Tocancel exists to translate that complexity into clear, actionable steps so you understand your rights and act with certainty. Over the years, Tocancel has helped thousands of New Zealand consumers cancel wine orders, resolve refund disputes, and navigate their consumer rights with retailers both large and small. Whether you're cancelling a one-off case or a standing Wine Plan, Tocancel walks you through the process step by step, citing the law that protects you and explaining exactly what to expect at each stage.

Your right to cancel is backed by New Zealand law, and Tocancel ensures you know how to enforce it. From taking screenshots of online confirmations to posting registered letters and escalating to the Commerce Commission, Tocancel provides the guidance and confidence you need to cancel without unnecessary delays or disputes. The process is simpler than you might think, and with the right information, you'll have your refund within days rather than weeks. Tocancel has helped thousands of consumers like you take back control of their subscriptions and reclaim their money.