Cancel Purolabs the easy way

Company overview

Purolabs is a United Kingdom based direct-to-consumer supplement brand trading as PUROLABS NUTRITION LTD. The company sells vitamins and supplements online with options to buy one-time or join a recurring Subscribe & Save plan.

Products and model

Purolabs sells individual products such as Puro Collagen Complex and bundles like the Daily Essentials Bundle. Customers may choose a one-time purchase or a Subscribe & Save recurring delivery with a 20% discount.

How they sell subscriptions

Subscriptions automatically renew unless cancelled at least 48 hours before the next renewal. The subscription management tools live in the customer portal and order confirmation emails include direct links to that portal.

Web - cancel via customer portal

1. Open the Purolabs website or use the link in your order confirmation email. See the help centre for links: Purolabs Help Centre.
2. Log in with the email used to place the order.
3. Go to Account or Manage subscriptions.
4. Find the active subscription and click Cancel. The portal only shows Cancel after the second delivery has been received.
5. Confirm the cancellation. Keep the on-screen confirmation and any confirmation email.

Email - cancel by writing to support

1. Email [email protected] with your order number, full name, and the email on the account.
2. State explicitly: "Please cancel my subscription for [product name], order #[order number]."
3. Ask for written confirmation and the effective cancellation date.
4. If you are requesting a return under the 60-day guarantee, request a Return Merchandise Authorisation (RMA) number in the same email.

Phone - when phone contact is required

1. Purolabs does not publish a dedicated phone number. Use the contact page to see available options: Contact Purolabs.
2. If callers claim they reached a phone team, request the agent's name, time and a confirmation email immediately.
3. If you cannot get a functioning phone route, use email and portal methods and save timestamps and screenshots.

Post - written cancellation by registered letter

1. Write a clear cancellation letter including your full name, account email, order number, product name and a statement: "Please cancel my subscription immediately and confirm by email."
2. Send it by registered post to: Purolabs, 160 City Road, EC1V 2NX London, United Kingdom.
3. Retain proof of postage and delivery receipt. If you do not receive confirmation within 14 days, escalate to Citizens Advice.

Moving - relocation within UK or overseas

If you move address, Purolabs does not explicitly list moving as an automatic reason to cancel before the second order. If you have not received the second delivery you may cancel within the 14-day cooling-off period (see Cooling-off below). For moves after two delivered orders, contact [email protected] with proof of new address (utility bill or tenancy agreement) and request cancellation. Applicable law: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Price increase

If Purolabs increases the price of a subscription it must give clear information about the change. If the price increase changes the contract materially, you can cancel and seek a refund for charges paid after the increase. Provide the subscription notification email as proof. Applicable law: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; Competition and Markets Authority guidance on auto-renewal.

Death of subscriber

In case of the subscriber's death, a named executor or family member should email [email protected] with a copy of the death certificate and proof of authority to manage the account. Purolabs must stop future deliveries once proof is provided. Applicable law: Consumer Rights Act 2015 (service performance with reasonable care).

Legitimate ground accepted by Purolabs

Purolabs accepts cancellation after the initial minimum term and permits pause, skip, cancel and reactivate via the customer portal. Research shows Purolabs requires at least 2 orders before cancellation becomes available in the portal. For returns and the 60-day money back guarantee on the first order of a product, Purolabs requires an RMA and return postage paid by the customer. Required proof: order number, account email, photos of returned product if requested, and RMA number. Applicable law: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; Consumer Rights Act 2015.

End of commitment

Purolabs enforces a minimum commitment of 2 orders before portal cancellation is enabled. To cancel at the end of the minimum term, cancel via the portal or email [email protected] at least 48 hours before the next renewal. Keep confirmation evidence. Applicable law: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Cooling-off period (14 days)

For distance sales you have a 14-day cooling-off right starting the day after delivery of the first item. To exercise the right, inform Purolabs by email or registered post within 14 days of receipt. If you return a product under the 60-day guarantee, follow the RMA process. Applicable law: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Before cancelling: negotiate

Purolabs is known to provide account management via the customer portal and accepts requests to pause or skip deliveries. Research does not report specific retention discount offers or scripted retention deals. To ask for a retention offer, email [email protected] stating your reason, request a pause or a lower frequency, and quote your order number. Example message: "Please pause my subscription for two deliveries or reduce frequency to every 3 months, order #[order number]." Keep all email replies.

What cancelling saves you - yearly calculation

Use concrete product examples:

• Collagen Complex one-time price £34.99. If purchased monthly without Subscribe & Save: £34.99 x 12 = £419.88 per year.
• Collagen Complex Subscribe & Save listed approximately £27.99 per month. Calculation: £27.99 x 12 = £335.88 per year. Yearly saving versus one-time monthly purchases: £419.88 - £335.88 = £84.00 per year.
• Biotin Complex one-time £29.99. Subscribe & Save approx £23.99 per month. Calculation: £23.99 x 12 = £287.88. Yearly saving versus one-time monthly purchases: £359.88 - £287.88 = £72.00 per year.
• Daily Essentials Bundle one-time £65.14. Subscribe & Save price ~£52.11 per month. Calculation: £52.11 x 12 = £625.32 per year.

Cheapest real alternative from competitors in the research: Grosvenor.Solutions at £149 per month (business service competitor). This is not a direct supplement product alternative but is the lowest monthly price among listed competitors. See competitor details in the Competitors block.

Key UK consumer law

The main laws that protect UK buyers are the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. The CMA enforces rules on unclear auto-renewals and hard-to-cancel subscriptions.

Your statutory rights

The 14-day cooling-off right under the Consumer Contracts Regulations 2013 starts the day after you receive the goods and allows you to cancel for a refund where applicable. Under the Consumer Rights Act 2015 goods must be of satisfactory quality and fit for purpose.

What to do if Purolabs will not cancel

First complain to the trader in writing and keep evidence. If unresolved, contact Citizens Advice for next steps, and use chargeback or Section 75 with your card issuer if the payment qualifies. The CMA considers difficult cancellation processes potentially unfair and may take action.

Escalation and evidence

Save confirmation emails, portal screenshots, order numbers, and timestamps. Use registered post for written complaints when necessary and keep proof of postage. If still unresolved, provide documents to Citizens Advice or the Ombudsman appropriate to the sector.

Check final billing

After cancellation check your bank account and card statements for any charges processed after the stated cancellation date. If you see a charge within 48 hours of the next renewal, contact support with a screenshot and request a refund.

Returns and refunds

If you cancelled and want a refund under the 60-day guarantee for first orders, request an RMA from [email protected]. Return postage is your responsibility. Purolabs processes refunds or exchanges within 10 working days after receiving returned items in re-sellable condition. Unused, unopened bottles must be returned for a full refund. Only one open bottle per return is accepted under the guarantee.

Account data and reactivation

Your account details will remain on Purolabs systems. You can reactivate the subscription anytime via the portal or place a new order. If you want personal data deleted, request account deletion via [email protected] and reference the GDPR right to erasure; expect a response within one month under data protection rules.

Use this checklist to cancel, keep proof and protect your money.

• Log in to the Purolabs customer portal and attempt cancellation via Manage subscriptions. Take screenshots of each step.
• If portal cancellation is unavailable because you have not received two deliveries, plan cancellation within the portal immediately after the second delivery or email [email protected].
• Send an email to [email protected] with order number and cancellation request; keep the reply.
• If you send a registered letter, use the address Purolabs, 160 City Road, EC1V 2NX London and keep proof of postage and delivery.
• If requesting a return under the 60-day guarantee ask for an RMA number and follow return instructions. Keep courier receipts. Returns must be postmarked within 14 days of the RMA.
• If you are still charged after cancellation, gather evidence and contact your card issuer for chargeback or Section 75 if applicable.