Cancel Monat: The Right Way to Protect Your Rights

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

Understanding Monat and the flexship subscription

Monat is a premium haircare and skincare brand that delivers products directly to your door through a subscription service called Flexship. You choose your delivery frequency (every 30, 60, or 90 days) and receive member-only pricing and exclusive rewards. The subscription renews automatically unless you actively cancel it, which is why understanding your cancellation rights matters.

How flexship works and what you're committing to

When you enrol in Flexship, you commit to regular product shipments at discounted prices. You control your delivery schedule during signup, but the subscription continues automatically until you cancel. Monat offers shampoos, conditioners, hair treatments, and skincare products through their website, mobile app, and independent Market Partners. The convenience appeals to many customers, but automatic recurring charges can become a burden if your circumstances change.

Why Monat subscribers choose to cancel

Your reasons for cancelling are valid, whether financial constraints tighten your budget, the products don't suit your hair type, or you've simply accumulated enough inventory. Some customers discover that competitor products deliver better results at lower cost. Others cancel because automatic shipments don't match their actual usage patterns, or because they prefer purchasing individual items rather than committing to recurring deliveries. Understanding that cancellation is your right, not a failure, is the first step toward taking control of your subscription.

Your consumer rights under new zealand law

New Zealand law protects your right to cancel subscriptions and ensures that companies cannot hide behind unfair terms or obscure cancellation processes. These rights exist independently of what Monat's terms say.

The consumer guarantees act 1993

Under the Consumer Guarantees Act 1993, all goods sold to you must be of acceptable quality, fit for the purpose marketed, and safe to use. If Monat haircare or skincare products fail to meet these standards, develop problems within a reasonable timeframe, or don't work as advertised, you have the right to demand a refund, replacement, or repair. This protection applies regardless of whether you purchased individual items or subscribe through Flexship. Your legal position is clear: defective products must be remedied at no cost to you.

Fair trading act protections for cancellation

Under the Fair Trading Act 1986, Monat cannot engage in misleading or deceptive conduct when advertising cancellation terms. If Monat makes cancellation deliberately difficult to find, requires you to contact multiple departments, or imposes hidden fees for cancelling, these practices breach fair trading obligations. New Zealand does not mandate a universal 14-day cooling-off period for online subscription purchases like some countries do, but you retain an absolute right to cancel recurring subscriptions by following Monat's stated process. If Monat refuses to honour a valid cancellation request, you can escalate to the Commerce Commission, which enforces consumer protection law in New Zealand.

How to cancel your Monat subscription

Monat requires you to contact Customer Service via email or phone to cancel your Flexship membership; they do not provide a self-service cancellation button on their website or app. Tocancel recommends gathering your account information before you reach out, so your cancellation is processed without unnecessary delays.

Step-by-step cancellation process

1. Locate your Monat account details
   • Log into your Monat account on their website or mobile app
   • Find your full name, customer ID number, and account email address
   • Note the date of your last shipment or your next scheduled delivery date
2. Prepare a written cancellation request
   • Include your full name, customer ID, and email address on your account
   • Clearly state that you wish to cancel your Flexship membership immediately
   • State whether you have any products to return (most customers have none)
   • Optionally include a brief reason for cancellation, though you are not obligated to explain
3. Contact Monat Customer Service via email
   • Send your cancellation request to Monat's Customer Service email address found on monatglobal.com/nz/contact
   • Use a subject line such as "Flexship Cancellation Request - [Your Name]" so your email is immediately recognised
   • Request written confirmation of your cancellation within 24 hours
   • Keep a copy of your email for your records
4. Verify your cancellation
   • Check your email for confirmation from Monat within 1 to 2 business days
   • The confirmation should include your cancellation date and confirm that no further shipments are scheduled
   • If you do not receive confirmation within 2 business days, follow up by phone
5. Check your payment method
   • Log into your bank or credit card account to ensure no further Monat charges appear after your cancellation date
   • If a charge appears after your stated cancellation date, contact your bank and request a chargeback
   • Notify Tocancel or the Commerce Commission if Monat ignores your cancellation request

Cancellation via phone (faster alternative)

If you prefer to cancel by telephone, call Monat's New Zealand Customer Service line during business hours. Have your account details ready before you call. Request the name of the representative who processed your cancellation and ask them to email you a cancellation confirmation. This creates a paper trail if you need to dispute a charge later. Phone cancellations are often faster than email, and Tocancel recommends this method if you want immediate confirmation.

What happens after you cancel

Cancellation takes effect immediately when Monat receives and accepts your request, even though your next scheduled shipment may not have been processed yet. This section clarifies what to expect once your cancellation is confirmed.

Your account status after cancellation

Once Monat confirms your cancellation, your Flexship membership ends and no further automatic shipments are scheduled. Your account may remain in their system for historical purposes, but you will not be charged. If a final shipment is in transit when you cancel, you may receive it; Monat's Policies and Procedures allow you to refuse delivery or return items unopened for a refund. Do not assume a final shipment is an error; check your confirmation email to see if it was already processing when you submitted your cancellation.

Refund eligibility and processing time

Monat does not automatically refund your membership fees if you cancel before your subscription period ends, as Flexship operates on a pay-as-you-go model (you pay for shipments as they are dispatched). However, if Monat charges you after your confirmed cancellation date, you are entitled to demand an immediate refund of that unauthorised charge. Request the refund in writing via email, referencing your cancellation confirmation. Monat must process refunds within 10 business days under standard banking practice. If they delay, escalate to the Commerce Commission or request a chargeback through your bank.

Pricing and what flexship actually costs

Understanding the true cost of your Flexship membership helps you decide whether to cancel and shows you the value you're losing or gaining by switching. The table below compares typical Monat pricing with standard retail alternatives in New Zealand.

These prices are indicative based on Monat's New Zealand website and may vary depending on product selection and current promotions. Tocancel notes that Flexship discounts typically range from 20% to 30%, but only if you genuinely use the products at the frequency you commit to. If products accumulate unused, the discount becomes meaningless; in this scenario, cancelling and purchasing individual items on sale saves money.

Common cancellation mistakes and how to avoid them

Cancelling a subscription should be straightforward, but many customers inadvertently delay their cancellation by overlooking critical steps. Learning from others' mistakes protects you from unnecessary frustration and unwanted charges.

Mistake one: assuming your cancellation is automatic

Some customers believe that simply stopping their purchases or ignoring Flexship emails means they've cancelled. In reality, Monat's subscription continues unless you explicitly submit a cancellation request to Customer Service. Your account remains active, and you may be charged when your next shipment is due, even if weeks have passed since your last order. Always submit a formal written request and obtain confirmation before assuming you're cancelled.

Mistake two: not keeping cancellation proof

If you cancel by phone and do not request an email confirmation, you have no written proof if Monat later claims they never received your request. Always request written confirmation of your cancellation, whether by email or a confirmation number provided during a phone call. Save this confirmation indefinitely; it is your protection if a dispute arises. Tocancel advises taking a screenshot of your confirmation email as an additional backup.

Mistake three: failing to monitor your bank account

Many customers assume Monat will stop charging automatically after cancellation. In reality, processing delays, system errors, or intentional billing practices mean charges sometimes continue. Check your bank or credit card statement weekly for 4 weeks after your cancellation date to ensure no unauthorised Monat charges appear. If a charge does appear, contact your bank immediately to request a chargeback and notify Monat in writing that you've disputed the charge.

Mistake four: not checking the policies and procedures before cancelling

Monat's Policies and Procedures document (available at monatglobal.com/nz/policies-procedures) outlines specific cancellation requirements, including what information you must provide. Failing to include all required details (full name, ID number, reason, confirmation of no products to return) can delay processing. Review this document before contacting Customer Service so your request is complete on the first attempt.

When to escalate beyond Monat

If Monat refuses to cancel your subscription, ignores your cancellation request, or continues billing you after confirmation, you have formal escalation options. Tocancel recommends documenting every interaction before pursuing external remedies.

Dispute resolution with the commerce commission

If Monat's internal cancellation process fails, the Commerce Commission (comcom.govt.nz) is New Zealand's primary enforcement body for consumer protection disputes. You can lodge a formal complaint if Monat engages in misleading conduct, refuses to honour cancellation rights, or breaches the Fair Trading Act. The Commission investigates complaints and can compel Monat to refund you, cancel your subscription, or take corrective action. This process is free and protects your rights as a consumer.

Chargebacks through your bank

If Monat charges you after you've submitted a valid cancellation request and provided proof, contact your bank immediately and request a chargeback (a reversal of the unauthorised payment). Provide your bank with your cancellation confirmation email as evidence. Most banks process chargebacks within 5 to 10 business days. Your bank will then request that Monat explain the charge; Monat must prove the charge was authorised, which they cannot if you have a cancellation confirmation.

Comparing Monat to alternative haircare brands

If you're cancelling Monat because you want more flexibility, lower cost, or different products, this table compares Monat's Flexship model to alternative subscription and retail options available in New Zealand.

If you value flexibility and lower commitment, one-off retail purchases or loyalty-based models may suit you better than Flexship. Tocancel helps you evaluate your options and, if you decide to cancel, provides step-by-step guidance to ensure your cancellation sticks.

Your checklist before and after cancellation

Use this checklist to ensure your Monat cancellation is complete and your account remains closed.

Before you submit your cancellation request

• Log into your Monat account and record your full name, customer ID, and registered email address
• Check your account for any pending shipments or charges
• Review monatglobal.com/nz/policies-procedures to understand Monat's specific cancellation requirements
• Gather all required information (name, ID, reason for cancellation, confirmation of no products to return)
• Choose your cancellation method: email (slower, but documented) or phone (faster, but requires you to request written confirmation)
• Compose your written cancellation request if cancelling by email

After you submit your cancellation request

• Within 24 to 48 hours: expect to receive written cancellation confirmation from Monat
• Save all confirmation emails, screenshots, and reference numbers indefinitely
• Within 1 week: check your bank or credit card statement for any new Monat charges
• Within 2 weeks: log into your Monat account to confirm no future shipments are scheduled
• For 4 weeks: monitor your bank statement weekly to ensure no surprise charges appear
• If an unauthorised charge appears: contact your bank immediately and request a chargeback
• If Monat continues billing or refuses to acknowledge your cancellation: escalate to the Commerce Commission

Why tocancel exists and how we help

Tocancel empowers consumers to cancel unwanted subscriptions without fear, confusion, or delay. Subscription companies often make cancellation deliberately difficult to protect their recurring revenue, but you have the legal right to exit at any time. Tocancel has helped thousands of consumers cancel subscriptions across dozens of services by providing clear, step-by-step guidance, explaining your legal rights under New Zealand law, and offering templates and advice for escalating disputes.

Whether you're cancelling Monat, a fitness membership, a streaming service, or any other subscription, Tocancel ensures you understand your rights, follow the fastest cancellation path, and have documentation to protect yourself if the company tries to ignore your request. Visit Tocancel.com today to access free cancellation guides, dispute templates, and consumer protection resources tailored to New Zealand law.

Getting help from tocancel

If your Monat cancellation has stalled, if Monat refuses to honour your request, or if you need clarification on your rights under the Consumer Guarantees Act or Fair Trading Act, Tocancel provides free guidance. Our consumer rights advocates understand New Zealand law and have helped hundreds of customers resolve subscription disputes with major retailers and service providers. Visit tocancel.com and search for your service to find a tailored cancellation guide, or reach out to our support team if your situation requires escalation.

Contact information for Monat cancellation

When you cancel Monat, you must contact their New Zealand Customer Service team. Monat does not publish a physical mailing address for cancellations, so email and phone are your only options. Visit monatglobal.com/nz/contact for the most current Customer Service email address and phone number. Always keep a record of your cancellation request and confirmation. If Monat does not respond within 2 business days, follow up in writing and copy the Commerce Commission ([email protected]) to notify them of the delay.

Cancelling your Monat subscription is your right. With clear information, documented communication, and knowledge of your legal protections, you can exit without guilt or obstruction. Tocancel is here to support you every step of the way.