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Cancellation service #1 in New Zealand
Cancel Dimple Contacts: Easy Method
What is Dimple Contacts
About the product
Dimple Contacts is an online seller of coloured contact lenses and related subscription services in New Zealand and other markets.
The offering includes a free trial option and recurring subscription orders for replacement lenses after the trial period.
Service basics
Subscriptions are managed online through a customer account and a customer portal on the Dimple website.
Products sold are medical/hygiene items, so sealed, unopened condition rules apply to returns.
How to cancel Dimple Contacts
Cancel subscription via the customer portal
- Log in to your Dimple Contacts account at the NZ site.
- Open the Account page and click the "cancel subscription" link at the bottom of the page.
- Follow on-screen prompts to confirm cancellation and keep a screenshot or confirmation email for your records.
If portal cancellation fails or an order is processing
- If you cannot cancel in the portal, email [email protected] or use the site Contact Us option for help.
- If an order has just been processed, notify Dimple within 60 minutes of processing to request an interruption; otherwise you will likely need to return the shipment after delivery.
- Cancel before the next renewal date to avoid being charged for the next cycle.
What happens when you cancel
Access and future renewals
Cancellation stops future subscription renewals once processed; you should not be charged after a successful cancellation.
Be sure to cancel before the next renewal date; cancellations after renewal may not prevent the current charge.
Orders in process and account data
Orders already processed may still ship; in that case returns are handled under the returns policy.
Dimple may retain account and order information per their terms; keep copies of confirmations and cancellation notices.
Will I get a refund?
Policy summary
Dimple states that all amounts paid are non-refundable except where their Terms expressly provide otherwise.
Refunds are thus contractual and not automatically available outside the specified conditions in Dimple’s Terms of Use.
Exceptions and return conditions
- Full refunds are available for unopened products returned within 21 days of the order date (subject to terms and verification).
- Defective, incorrect prescription, or faulty items may be eligible for replacement or credit if returned unopened, tamper-sealed, and in original packaging.
- Trial (free trial) products are not eligible for return, refund, or exchange.
Dimple Contacts plans and pricing
Overview
Specific pricing details are not published here. Plans commonly include a free trial and recurring subscription orders after the trial.
Where pricing varies by product, the account/checkout pages show the exact charge for your order.
How pricing works
Subscriptions bill on a recurring schedule; cancelling before the renewal stops future billing.
Single orders and subscription prices can vary by lens type, prescription, and any promotions.
| Plan | Price | Billing frequency | Notes |
|---|---|---|---|
| Free trial | Free (trial) | One-off | No refunds or exchanges for trial products |
| Subscription (after trial) | Varies | Recurring | Cancel via customer portal before renewal to avoid charges |
| One-off purchase | Varies | One-off | Subject to returns policy for unopened items within 21 days |
Your consumer rights in New Zealand
Return and refund limits under Dimple's terms
Dimple’s terms do not reference a statutory 14‑day cooling-off right; refunds are governed by their stated 21‑day unopened return policy and other contractual terms.
All refunds are subject to Dimple’s Terms of Use: amounts are generally non-refundable except where explicitly allowed.
Health, hygiene and other legal considerations
Because contact lenses are medical/hygiene products, returns are restricted to sealed, unopened products to protect safety and hygiene.
If you believe a product breaches consumer guarantees under New Zealand law, you may wish to seek independent consumer advice about your rights.
Customer experiences
Positive feedback
Some customers report they like the colour and comfort of the lenses after an adjustment period.
One reviewer on Trustpilot (June 2025) wrote they “100% recommend” after getting used to the lenses.
Negative feedback
There are many reports of severe discomfort, burning or eye soreness, sometimes within hours of use.
Other complaints include torn lenses on opening, missing items or empty packs on delivery, and slow or absent customer service responses.
Documentation checklist
Before contacting support
- Account login email and full name used for the order.
- Order number, order date and the last four digits of payment where available.
- Screenshot or copy of your account subscription page showing status (if cancelling via portal).
For returns or refund requests
- Photographs of the sealed packaging and any defect, with timestamps where possible.
- Proof of purchase (order confirmation or payment receipt).
- Notes on the date/time you attempted cancellation (especially if within the 60‑minute interruption window).
Common mistakes
Timing errors
A common mistake is waiting until after the renewal date to cancel; once a renewal has processed you may be charged for the next cycle.
If an order is processing, failing to notify Dimple within the 60‑minute interruption window can prevent cancellation before shipment.
Packaging and evidence mistakes
Opening or removing the tamper seal on lenses will usually void the unopened‑product return condition and can forfeit refund eligibility.
Not keeping order confirmations, photos or cancellation screenshots makes disputes harder to resolve with customer service.
Comparative recap
Quick comparison
The table below summarises cancellation, refund and return windows to help you act quickly and correctly.
How to read this table
Use the table to check whether you should cancel, request an interruption, or prepare a return based on your situation.
| Issue | Action | Likelihood of refund | Key time window |
|---|---|---|---|
| Cancel subscription | Use customer portal or email support | Stops future billing (no automatic refund for past charges) | Before next renewal |
| Order processing interruption | Notify support within the portal or email | Possible cancellation of shipment (no guarantee) | Within 60 minutes of processing |
| Return for refund | Return unopened product per returns page | Full refund if accepted | Within 21 days of order |
| Free trial items | No returns or refunds | Not refundable | N/A |
After cancelling
Next steps
Save any confirmation emails or screenshots showing your subscription has been cancelled.
If you expect a refund, follow the returns procedure and keep tracking and proof of return postage.
Useful links and contact
- Dimple help page
- Terms of Use (refunds & returns)
- Returns information
- Email: [email protected] for cancellation support and order interruptions.
Address
Contact options
Dimple does not publish a dedicated postal address for cancellations on the pages referenced here.
Primary contact methods are the customer portal, the site Contact Us form, and the support email [email protected].
Postal address
No specific postal address for cancellations or returns is provided on Dimple’s NZ help and terms pages referenced in this guide.
If a postal return address is required for a returns approval, request that address from Dimple support and keep written confirmation before posting any return.
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Written by Eva Harris
Regulatory watch · 8 years experience
Legal analyst tracking eIDAS, GDPR and electronic delivery regulations for 8 years to make sure every Postclic template is compliant and admissible in court.