Cancellation service N°1 in Canada
Contract number:
To the attention of:
Cancellation Department – Nerium
3138 Longmeadow Rd
L7M 2Y5 Burlington
Subject: Contract Cancellation – Certified Email Notification
Dear Sir or Madam,
I hereby notify you of my decision to terminate contract number relating to the Nerium service. This notification constitutes a firm, clear and unequivocal intention to cancel the contract, effective at the earliest possible date or in accordance with the applicable contractual notice period.
I kindly request that you take all necessary measures to:
– cease all billing from the effective date of cancellation;
– confirm in writing the proper receipt of this request;
– and, where applicable, send me the final statement or balance confirmation.
This cancellation is sent to you by certified email. The sending, timestamping and integrity of the content are established, making it equivalent proof meeting the requirements of electronic evidence. You therefore have all the necessary elements to process this cancellation properly, in accordance with the applicable principles regarding written notification and contractual freedom.
In accordance with the Consumer Rights Act 2015 and data protection regulations, I also request that you:
– delete all my personal data not necessary for your legal or accounting obligations;
– close any associated personal account;
– and confirm to me the effective deletion of data in accordance with applicable rights regarding privacy protection.
I retain a complete copy of this notification as well as proof of sending.
Yours sincerely,
15/01/2026
Cancellation Nerium: Easy Method
What is Nerium
Overview
Nerium (now operating as Neora) is a skincare and wellness company that sells products directly to consumers and through independent Brand Partners in a multi‑level marketing (MLM) model. In Canada it offers retail purchases, auto‑delivery subscriptions (Monthly SmartShop), and Brand Partner business subscriptions and enrollment packs.
This guide explains how to cancel subscriptions or returns in Canada, what to expect for refunds, your consumer rights, and practical tips to avoid common problems.
How to cancel Nerium
- Web / Canada subscriptions (Monthly SmartShop auto‑delivery and Advanced Business Center subscriptions): submit written notice at least 5 business days before the next processing date by emailing support@neora.com or by fax to (214) 390‑9988. Include your account number, full name, order or subscription ID, and the date you want cancellation to take effect.
- App Store / Google Play subscriptions: cancel directly through your Apple or Google account (Neora’s Canadian pages do not provide a separate mobile app cancellation method). Use the subscription management section in the App Store or Google Play Store to stop recurring charges.
- If you are a Brand Partner cancelling enrollment or business subscriptions, follow the written notice requirement above and retain confirmation of the cancellation for your records; commissions or bonuses may be retraced per company policy.
What happens when you cancel
When you cancel an auto‑delivery or business subscription Neora will stop processing future shipments and recurring charges after the effective cancellation date. Cancellation does not automatically create a refund; returns and refunds follow Neora’s return policy and any applicable platform (Apple/Google) rules. For Brand Partners, termination or resignation can trigger retracement of commissions and specific return allowances for commercially resalable materials.
Neora will retain account records needed to process refunds or disputes; keep any written confirmation (email or fax receipt) as your proof of cancellation. If you cancel close to the next processing date, the order may still be processed if the required notice period is missed.
Will I get a refund?
Retail customers in Canada have a 60‑day money‑back satisfaction guarantee: you may return products in original packaging with the invoice within 60 days of purchase for a full refund of the purchase price, subject to exceptions below. Brand Partners who resign or terminate can return unused, unopened, commercially resalable products, sales aids, enrollment packs, and subscriptions purchased within the prior 60 days (or longer if required by law) and receive at least 90% of the amount paid; commissions and bonuses may be retraced.
For purchases made on shopneora.com (Neora Store Canada), returns and exchanges are accepted within 30 days of shipment but a 15% restocking fee applies and the buyer pays return shipping. Refunds are processed 7 - 10 business days after the return arrives at the warehouse; your bank may take an additional 3 - 5 business days for the funds to show. Purchases made through the App Store or Google Play are subject to Apple’s or Google’s refund policies and must generally be handled through those platforms.
Nerium plans and pricing
| Plan | Description | Pricing |
|---|---|---|
| Monthly SmartShop (auto‑delivery) | Recurring shipments of retail products with automatic billing; cancellable with written notice 5 business days before processing date. | Varies |
| Advanced Business Center subscription | Business/Brand Partner subscription for managing sales and team activity; requires written cancellation notice. | Varies |
| App Store / Google Play subscriptions | Mobile subscriptions (if applicable) billed through Apple or Google accounts; cancelled via respective app stores. | Varies |
| One‑time retail purchases | Single orders from Neora Store Canada (shopneora.com) or through Brand Partners; return windows differ by channel. | Varies |
Your consumer rights in Canada
Canadian provincial and federal consumer protection laws apply to purchases made in Canada. These laws often provide statutory cancellation or return rights within specified timeframes (which vary by province), and may render certain “no refund” clauses unenforceable. If a seller fails to provide a refund within a reasonable time, you may seek a chargeback through your card issuer or file a complaint with your provincial consumer protection office. For online sellers, provinces may require delivery within a specified period (for example, 30 days) or a refund if delivery terms are not met.
Customer experiences
Some customers report positive product results (improvements in skin texture, tightening, or fine lines) and appreciate money‑back guarantees for retail purchases or extended guarantees for Brand Partners. However, many negative reports focus on refund or cancellation difficulties - refunds denied or partial, restocking fees, and delays. Criticism of the MLM structure is common, with complaints about mandatory autoship, recruitment pressure, and complexity around cancelling business accounts. These mixed experiences suggest keeping careful records and following cancellation procedures exactly.
Documentation checklist
- Order number or subscription ID
- Your full name, email, phone number, and account number (if available)
- Copy of invoice or proof of purchase
- Written cancellation request (email text or fax confirmation)
- Date you want cancellation to take effect
- Photos of product condition (if returning items)
- Tracking number and proof of shipment for returns
Common mistakes
Common errors include missing the required 5 business‑day notice window for auto‑deliveries (which can result in the next order being processed), cancelling the Neora account but forgetting to cancel an App Store/Google Play subscription, and not keeping written confirmation or tracking numbers for returns. Other mistakes are expecting automatic refunds after cancellation without following the return process, and assuming Brand Partner materials will be refunded at full value without checking the 90% policy or restocking terms.
Comparative recap
| Method | Refund | Difficulty |
|---|---|---|
| Web (email to support@neora.com or fax) | Refunds follow return policy: retail 60‑day full refund; store orders may have 30‑day return with 15% restock fee. | Medium (must provide written notice 5 business days before processing) |
| App Store / Google Play | Refunds handled by Apple/Google according to their policies; Neora generally cannot process these directly. | Medium - High (must use platform procedures; refunds are subject to store review) |
| Brand Partner resignation/returns | Unused, unopened, resalable items within 60 days: at least 90% refund; commissions retraced. | Medium (documentation and timelines required) |
After cancelling
After you cancel, keep copies of the written cancellation, confirmation emails, and any return tracking numbers until your refund posts. Monitor your bank or card statement for the refund window (company processing 7 - 10 business days plus 3 - 5 business days for banks). If you do not receive confirmation or the refund within the stated timeframe, contact Neora at support@neora.com and provide your documentation. For app purchases, check Apple’s or Google’s refund status in your account history and contact the store if needed.
Useful links: Neora corporate, Neora Store Canada, Cancel subscriptions on Apple, Cancel or manage subscriptions on Google Play.
Address
3138 Longmeadow Rd, Burlington, ON L7M 2Y5, Canada