Cancel Pura: Easy Method

What is Pura

Company overview

Pura (Pura Scents, Inc.) sells smart home fragrance diffusers, refill fragrances and subscription refill plans. The service is managed via Pura accounts, mobile apps, and web purchases.

How Pura subscriptions work

Subscriptions supply a schedule of fragrance refills and may include promotional device offers tied to purchase commitments. Cancellation and promotional terms are set by Pura's Terms and specific offer conditions.

How to cancel Pura

Cancel a standard subscription (web / App Store / Google Play)

• Email [email protected] requesting cancellation, or cancel from your Pura account or the app where your subscription was purchased.
• Your subscription remains active until the end of the current paid term; no prorated refunds are provided.
• Pura states there are "ABSOLUTELY NO early termination fees" for standard subscriptions.

Cancel promotions and discounted diffuser offers

• Fragrance Offer / Discounted Diffuser Promotion: cancel at least 5 days before renewal to avoid the next charge.
• Discounted diffuser within first 30 days: cancel and return the diffuser using the free return label, pay for fragrances already shipped, then receive a refund for the device when returned (usually ~7 - 10 business days).
• Cancel after 30 days but before offer fulfilled: you may be charged the full listed price for the diffuser plus any outstanding fragrance fees; no refund for the device in that case.

What happens when you cancel

Access and service end date

When you cancel a subscription it remains active until the end of your current paid period. There is no automatic prorated credit for unused days in that term.

Account and data

Cancelling a subscription typically stops future shipments and billing, but your Pura account and purchase history may remain with Pura per their data policies.

Will I get a refund?

General refund policy

No prorated refunds are given for unused days of an active subscription term. Refunds for product purchases follow Pura's returns process and policy.

Exceptions and promotional refunds

• Website purchases (non-discounted): submit a return via the Returns Portal; refunds usually process 5 - 10 days after the return is received. Gift cards and samples are not refundable.
• Discounted diffuser within 30 days: you must return the diffuser with the provided label; device cost refunded once return is received and processed; fragrances already shipped remain billable.
• Discounted diffuser after 30 days but before offer fulfilled: you may be charged full device price and outstanding fragrance fees with no refund for the device.

Pura plans and pricing

Available one‑off retail prices (NZ$)

Pricing notes

These one-off prices are NZ retailer listings (2025). Exact subscription prices in NZ are not publicly listed; users report refill prices can be lower under subscription.

Example reported subscription low: about NZ$9 per scent in some user reports, with annual scent costs varying by usage.

Your consumer rights in New Zealand

Statutory protections

Under New Zealand law (Consumer Guarantees Act and Fair Trading Act) goods and services must be of acceptable quality, fit for purpose and match their description.

Remedies for misleading or faulty service

• Misleading promotions or hidden charges can breach the Fair Trading Act and may entitle you to remedies.
• Defective, delayed, or undelivered goods may require refund, repair, or replacement regardless of a supplier's stated policies.
• Pura's contractual clauses (e.g., no prorated refunds) cannot override statutory consumer rights in NZ.

Customer experiences

Positive feedback

Some New Zealand reviewers report quick replacements and good service in isolated cases, for example help after theft or item replacement.

Common complaints

• Confusing "free diffuser" promotions leading to unexpected charges on cancellation.
• Difficulty cancelling subscriptions: broken or greyed-out buttons and slow support responses reported.
• Customer service responsiveness, delivery issues, and occasional product quality/app problems have been raised.

Documentation checklist

What to gather before you cancel

• Order number(s) and date(s) of purchase.
• Account email used with Pura and screenshot or PDF of subscription page if available.
• Copies of promotional terms (e.g., fragrance offer or discounted diffuser terms) if the device was part of an offer.

Return and dispute evidence

• Return tracking number or proof of postage when returning a discounted diffuser with the provided label.
• Receipts for fragrances already billed and any correspondence with support (emails, chat logs).
• Screenshots of app pages, broken buttons, or errors encountered during cancellation.

Common mistakes

Assuming “free” means no obligations

Many customers expect a "free diffuser" to mean no further cost. In promotional offers the diffuser can be conditional on a subscription commitment.

Example: cancelling early without following return rules can trigger full price charges for the device.

Trying to cancel only in the app without backup steps

Users report app or button failures. Relying solely on an app cancellation without confirming by email can leave subscriptions active.

Best practice: cancel in your account and email [email protected], keep confirmation screenshots and follow up if you do not receive confirmation.

Comparative recap

Quick side‑by‑side summary

After cancelling

Follow-up steps

• Keep cancellation confirmation email and any return tracking details.
• Monitor your bank or card statements for unexpected charges for at least one billing cycle after cancellation.

Helpful links and escalation

• Pura Returns & Refunds
• Pura Terms of Service
• Fragrance Offer Terms
• Discounted Diffuser Terms
• If you believe your consumer rights are breached: consider contacting the New Zealand Commerce Commission or your bank to dispute transactions.

Address

Pura legal / mailing address

Pura's only listed mailing address is in the United States for legal notices and correspondence.

Postal contact

2100 Pleasant Grove Blvd, Suite 600, Pleasant Grove, Utah 84062, USA

For cancellations and support, email: [email protected]