Cancellation Pura: Easy Method

What is Pura

Pura is a company that sells smart home fragrance diffusers, fragrance vials and subscription-based scent delivery through its website and app. Offerings include standalone diffusers, refill vials, and promotional "discounted diffuser" subscription packages governed by specific terms.

How to cancel Pura

• Subscriptions (website/app): Cancel anytime by emailing [email protected] or by signing into your Pura account and cancelling there. Cancellation takes effect at the end of your paid term; no prorated refunds or early termination fees. Pura states it requires a reasonable time to process cancellations - keep written confirmation. See Pura's terms: Terms of Service.
• Discounted diffuser promotion: If you accepted a discounted diffuser offer, cancel within the first 30 days and return the diffuser (Pura provides free return shipping) to avoid being charged for the device. If you cancel after 30 days but before meeting the offer requirements, Pura states it will charge the full listed offer price for the diffuser plus any fees for fragrances already shipped. You must cancel at least 5 days before renewal to avoid an automatic charge. See the promotion terms: Discounted Diffuser Terms.

What happens when you cancel

When you cancel a Pura subscription, service benefits generally continue until the end of the paid billing term; there are no prorated refunds for unused days and Pura disclaims early termination refunds. Cancellation processing can take a reasonable amount of time - retain confirmation emails or screenshots. For promotional offers, cancellation combined with a timely return may prevent device charges; failing to meet the promotion conditions can trigger full device charges and fees for shipped fragrances.

Will I get a refund?

Refund eligibility depends on what you purchased and the timing. Web purchases returned through Pura's Returns Portal are typically refunded within 5 - 10 days after the return is processed; sample purchases and gift cards are non‑refundable. For the discounted diffuser promotion, if you cancel within 30 days and return the device, Pura states refunds are issued within 7 - 10 business days after receipt. Pura's general terms specify no prorated refunds for subscription cancellations or early termination. Keep records of returns and confirmations - processing times begin after Pura receives and inspects returned items.

Pura plans and pricing

Your consumer rights in Canada

Canadian consumer protection varies by province, but generally consumers have certain cooling-off rights for distance or online contracts (often around 10 days) and protection against unfair business practices. Pura's published terms (for example, a 30‑day return window for discounted diffusers) do not automatically override statutory rights; if a provincial law provides a longer or non-waivable right, that law applies. Refund processing times should be reasonable - Pura's stated 5 - 10 day refund window after receipt aligns with usual expectations, but lack of prorated refunds for services paid in advance or charges triggered by promotional terms could be contested under provincial consumer protection rules. If you believe your statutory rights were breached, consider contacting your provincial consumer protection office or a legal advisor for confirmation and next steps.

Customer experiences

Customer reviews are mixed. Some users report positive experiences, such as prompt replacements when packages were stolen. However, many reviews cite problems: long support wait times, unresponsive customer service, difficulty cancelling subscriptions, unexpected or hidden charges related to "free diffuser" promotions, delivery delays, missing items, app glitches, and unreliable hardware. These patterns suggest keeping careful documentation of communications, orders, and returns when you transact with Pura.

Documentation checklist

• Order number(s), account email, and payment method details; screenshots or email confirmations of cancellation requests; return tracking number(s) and proof of shipment/receipt; photos of the diffuser or packaging if returning for damage; terms page links or screenshots (e.g. Terms of Service, Discounted Diffuser Terms); any correspondence with support (emails, chat transcripts).

Common mistakes

Common errors include assuming cancellations are immediate (benefits often continue until the paid term ends), failing to cancel at least 5 days before a promotional renewal, not returning a discounted diffuser within the 30‑day promotional window, and expecting prorated refunds for unused service days. Other pitfalls are not saving cancellation confirmations or return tracking, and relying solely on the app when support may be slow to respond. These mistakes can lead to surprise charges or delayed refunds.

Comparative recap

After cancelling

After you cancel, keep all confirmation emails and return tracking until refunds post and any disputed charges are resolved. If a refund is delayed beyond the stated windows, contact Pura support and provide your documentation. If you see unauthorized charges or Pura does not honour your statutory cancellation rights, contact your card issuer to dispute charges and consider filing a complaint with your provincial consumer protection agency. Useful links: Pura Terms - https://pura.com/pages/terms-of-service, Discounted Diffuser Terms - https://pura.com/pages/discounted-diffuser-terms-and-conditions, Refunds/Returns info - https://help.pura.com/en/orders_shipping/Refunds.

Address

431 Diamond Street, San Francisco, California 94114, United States