Cancel Dimple: Step-by-Step Guide

What is Dimple

Service overview

Dimple is an online retailer that sells daily contact lenses and operates a subscription model for recurring deliveries in New Zealand.

The service offers a free short trial for new customers and paid subscription plans with regular shipments and free shipping on subscription boxes.

How the subscription works

New customers may receive a 10-day free trial (NZ$6 shipping), after which paid subscription normally begins 15 days after the trial order.

Subscriptions are managed through Dimple's website customer portal and renew automatically unless cancelled by the customer.

How to cancel Dimple

Where to cancel

Cancellation is performed only through Dimple's website customer portal; there is no App Store or Google Play cancellation option.

Use the New Zealand help/customer pages to access the portal and subscription controls.

Step-by-step cancellation

• Go to the Dimple Contacts NZ customer portal: nz.dimplecontacts.com/pages/help.
• Log into your account with the email you used to order.
• Open "My Subscription" or the subscription page in the portal.
• Scroll to the bottom of the subscription page and click the "cancel subscription" link.
• Follow any on-screen confirmation prompts until you receive a cancellation confirmation.
• Keep a screenshot or email confirmation for your records; cancellation is your responsibility to complete.

What happens when you cancel

Access and deliveries

Cancelling prevents future renewals but does not usually refund previously paid amounts.

If you cancel mid-cycle you will generally retain access to any product or service already paid for until the end of that paid period or shipment schedule.

Account and data

Your account remains on file until you request deletion or Dimple's policy requires removal; saved prescription and order history may be retained for service purposes.

Keep your cancellation confirmation to show subscription termination if a dispute arises over future charges.

Will I get a refund?

General refund policy

Dimple's online Terms state that amounts paid through the website are non-refundable except where the Terms expressly allow otherwise.

That means routine cancellations do not automatically trigger refunds under Dimple's stated policy.

Exceptions and returns

• Defective, damaged or incorrect-prescription goods may be eligible for a refund or replacement.
• Products must generally be returned in accordance with the returns page; Dimple states products should be returned unopened with tamper seals intact for inspection.
• Refunds for approved returns are processed to your payment card within 30 days of receipt.
• If you return goods for a change of mind, return postage is usually at your expense and refunds may be credited within 30 days after the seller receives the return.

Dimple plans and pricing

Available plans

Below are the main NZ subscription options and their standard prices as listed for New Zealand customers.

Pricing details

Your consumer rights in New Zealand

Statutory protections

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

These statutory rights apply regardless of any seller-stated "no-refund" policy.

Remedies available

• If goods are faulty, not as described or fail to meet acceptable quality, you may be entitled to a repair, replacement or refund under NZ law.
• If Dimple refuses a statutory remedy, you can seek assistance through the Commerce Commission guidance or consumer dispute channels.

Customer experiences

Positive feedback

Some customers report positive experiences such as comfortable lenses, attractive packaging and repeat purchases.

Example reviews include users saying they will purchase more and praising comfort and packaging.

Negative feedback

There is a significant volume of negative reviews reporting missing orders, poor customer service and unexpected subscription charges.

Complaints include lenses arriving damaged or causing discomfort, difficulty obtaining refunds, and slow or no responses from support.

Documentation checklist

What to gather before contacting support

• Order number(s) and date(s) of purchase.
• Account email address used for the subscription.
• Photos of any damaged or incorrect items and packaging.
• Proof of postage if you return items and screenshots of cancellation confirmation.

Why documentation helps

Clear documentation speeds up verification and improves the chance of a replacement or refund for eligible returns.

Keep copies of all correspondence, tracking numbers and any reference IDs provided by Dimple.

Common mistakes

Not cancelling in the correct place

Many customers expect subscriptions to be managed through App Store/Google Play; Dimple requires cancellation via its website portal.

Failing to log into the correct Dimple account or using the wrong site page can leave your subscription active.

Missing confirmation and proof

Not saving a cancellation confirmation is a common error when a later charge is disputed.

Also, returning items without tracking or required packaging/labels can delay or void a refund or replacement claim.

Comparative recap

Quick comparison

The table below summarises key practical points about cancellation, refunds and pricing for quick reference.

At-a-glance summary

After cancelling

What to check immediately

Save your cancellation confirmation and verify you received an email or on-screen confirmation showing the subscription end date.

Check bank or card statements in the following billing cycles for any unexpected charges.

If you have issues

• Refer to Dimple NZ returns for refunds and replacements: nz.dimplecontacts.com/pages/returns.
• Review Terms of Use: hk.dimplecontacts.com/en/pages/terms-of-use.
• If you cannot resolve a statutory remedy, consider contacting your bank or a local consumer advice service for dispute options.

Address

Dimple NZ contact address

Use this address for returns (if instructed) or formal correspondence: 181 Savill Drive, Favona, 2024 Auckland, New Zealand.

Practical note

If you plan to send returns or certified mail, include your order number and contact details and retain tracking evidence for your records.