Manage Dimple

How to cancel dimple contact lenses and understand your NZ consumer rights

What dimple is and how the subscription works

Dimple is an online retailer specialising in daily contact lenses delivered straight to your door in New Zealand. The service operates on a subscription model, meaning your lenses arrive automatically at regular intervals unless you choose to cancel.

The dimple subscription model

When you sign up to Dimple, you'll typically receive a 10-day free trial (with NZ$6 shipping) to test the service. After this trial ends, your paid subscription normally begins 15 days later. Your subscription then renews automatically each month or quarterly, depending on the plan you've chosen.

All subscription orders include free shipping, so there are no hidden delivery costs once you've committed to a plan. However, like most subscription services, Dimple requires you to actively cancel if you want to stop receiving shipments. Simply ignoring renewal reminders won't stop your charges.

Why you might want to cancel

Your reasons for cancelling are valid, whether you've found a cheaper supplier, switched to a different brand of contact lens, prefer wearing glasses, or simply want to pause your subscription. Stopee understands that subscription fatigue is real, and you deserve clarity on how to exit without fuss or surprise charges.

Dimple's subscription plans and pricing

Understanding your current plan and its cost is the first step toward making an informed cancellation decision. Here are the main NZ subscription options available through Dimple.

Current pricing for new zealand customers

The monthly plan offers flexibility if you're unsure about committing long-term. The 3-month plan spreads your cost over a longer period, potentially saving you money per lens. Both plans lock in free shipping on every delivery, a benefit you'll retain until your cancellation takes effect.

Why cancellation timing matters

If you cancel mid-cycle (for example, 10 days into a monthly subscription), you'll generally keep access to any lenses you've already paid for until the end of that billing period. Cancelling on day one of a monthly cycle means you lose less money than cancelling on day 25. This is why acting quickly, once you've decided to cancel, protects your wallet.

How to cancel your dimple subscription step by step

Cancelling Dimple is straightforward if you know where to go. Unlike many apps that hide cancellation behind multiple menus, Dimple allows you to cancel directly through your online account portal. Stopee will walk you through every click to ensure you complete the process correctly.

Where to cancel dimple

You must cancel through Dimple's website customer portal. There is no option to cancel through an app store (Apple App Store or Google Play) or by phone. If you've used an app to manage your account, you'll still need to visit the website to cancel your subscription.

Access the cancellation portal at the Dimple Contacts NZ help page: nz.dimplecontacts.com/pages/help. This is your single point of cancellation and the only official channel that guarantees your cancellation is recorded in Dimple's system.

Step-by-step cancellation process

1. Visit nz.dimplecontacts.com/pages/help in your web browser on a desktop, tablet, or mobile phone.
   • Ensure you're on the official Dimple NZ website, not a third-party reseller or phishing page. Check the web address carefully.
2. Log into your account using the email address and password you used when you first ordered.
   • If you've forgotten your password, use the "Forgot Password" link before attempting to cancel. You cannot cancel without logging in first.
3. Navigate to "My Subscription" or the subscription management section in the customer portal.
   • This section displays your current plan, next delivery date, and renewal amount.
4. Scroll to the bottom of your subscription details page.
   • Look for the "Cancel subscription" link or button. Do not confuse this with "Pause subscription" if Dimple offers that option; pausing temporarily suspends deliveries but does not cancel.
5. Click the cancellation link and follow any on-screen confirmation prompts.
   • Dimple may ask you why you're cancelling or offer you a discount to stay. These are optional fields; you are under no obligation to answer.
   • You may be offered a temporary discount or incentive. Reject this if you genuinely want to cancel; accepting could restart your billing cycle.
6. Wait for a final confirmation message to appear, confirming that your subscription has been cancelled.
   • Take a screenshot of this confirmation or print the page. Do not rely on memory.
7. Check your email for a cancellation confirmation message from Dimple.
   • This email should arrive within minutes. If it doesn't arrive within 24 hours, log back into your account and verify the cancellation status.

Pro tip: Complete this process at least 5-7 days before your next scheduled delivery. If your next order is due in 3 days and you've only just clicked cancel, you may still receive (and be charged for) that shipment. Contact Dimple's customer support immediately if this happens.

What to do if cancellation doesn't work

If you click "cancel subscription" but receive no confirmation, or if you're charged again after cancelling, do not panic. Screenshot every step you've taken and contact Dimple's support team with these images. Provide your order number, account email, and the date you attempted to cancel. Most issues resolve within 48 hours when you have evidence of your cancellation attempt.

What happens immediately after you cancel

Cancelling your subscription is emotional - you might worry about losing access, being charged again, or your account vanishing. This is normal, and Stopee is here to walk you through what actually happens next.

Your access and remaining deliveries

Once you cancel, no future shipments will be sent to you. Any contact lenses you've already paid for and received are yours to keep and use. If you had a delivery scheduled for next week, that shipment will not arrive (assuming you cancelled in time).

If, however, a shipment is already in transit when you cancel, Dimple may still process and charge you for it. This is why timing matters. You retain the right to refuse delivery or request a refund if you receive goods after a confirmed cancellation.

Your account and stored information

Cancelling your subscription does not automatically delete your account. Your prescription details, order history, saved payment methods, and personal information remain on file until you request deletion or Dimple's retention policy requires removal.

If you'd prefer to have your account deleted entirely, contact Dimple's customer support and explicitly request account deletion. This is separate from cancelling your subscription and may take 30 days to process. In the meantime, store your cancellation confirmation email safely.

Refund expectations

Dimple's standard policy states that amounts paid through its website are non-refundable except where its Terms explicitly allow otherwise. This means routine cancellations do not automatically trigger refunds. However, New Zealand consumer law provides protections even when a company's own terms say "no refunds" - more on this below.

Will you get a refund when you cancel?

The refund question is where many subscribers feel let down. Stopee believes you deserve transparent information about when refunds are actually possible under NZ law, not just what a company's terms claim.

Dimple's refund policy under normal cancellation

If you cancel because you've simply changed your mind, Dimple's Terms make clear that you are not entitled to a refund of subscription fees already paid. This is Dimple's stated position, and it applies to most subscription cancellations.

However, this policy is only binding if it complies with New Zealand consumer law. If Dimple's policy contradicts your statutory rights (explained below), the law wins.

When you may be entitled to a refund

Dimple must refund you if the goods you received do not meet these standards:

• The contact lenses are defective, damaged, or faulty.
• The prescription is incorrect and does not match your order or prescription requirements.
• The lenses are not fit for purpose (e.g., they cause irritation or allergy that suggests a manufacturing fault).
• The product does not match its description (e.g., Dimple advertised daily lenses but sent you weekly lenses).

For any of these reasons, you are entitled to claim a refund or replacement under the Consumer Guarantees Act 1993, regardless of Dimple's "non-refundable" policy.

Returns process and timelines

If you believe your lenses are faulty or incorrect, Dimple requires you to return them in accordance with its returns policy. Generally, contact lenses should be returned unopened with tamper seals intact for inspection. Opened or used lenses cannot be refunded for hygiene and safety reasons.

Once Dimple receives your return and approves your claim, your refund is processed to your original payment card within 30 days. If you initiated the return yourself for a change of mind (not due to a fault), you will usually cover the return postage cost, and a refund may take 30 days after receipt.

Warning: Do not throw away faulty or incorrect lenses. Keep them as evidence. You may need to show them to Dimple's support team or to a regulatory body if a dispute arises.

Your consumer rights under new zealand law

This is the most important section if Dimple refuses to work with you. Stopee exists to remind you that you have legal protections that override any company's terms and conditions.

The consumer guarantees act 1993

Under New Zealand law, goods supplied to you must be of acceptable quality, fit for purpose, and match their description. These guarantees apply to Dimple's contact lenses regardless of what Dimple's Terms say about refunds.

Acceptable quality means the lenses are safe to use, perform their intended function, and are free from defects. Fit for purpose means they work as you and Dimple both understood they would (e.g., the correct prescription and lens type).

Your rights if dimple breaches these guarantees

If Dimple supplies faulty, incorrect, or unsafe lenses, you have the right to:

• A refund of the full purchase price.
• A replacement of the faulty or incorrect lenses.
• A repair of the goods if repair is practical.
• Compensation for any loss or damage caused by the faulty goods (e.g., medical costs if the lenses caused an eye infection).

Dimple cannot contract out of these rights. Even if Dimple's Terms say "all sales final" or "no refunds," the Consumer Guarantees Act overrides this.

Escalation to the commerce commission

If Dimple refuses to honour your rights under the Consumer Guarantees Act, you can escalate your complaint to the Commerce Commission, New Zealand's consumer protection authority. The Commerce Commission can investigate unfair contract terms and misleading conduct, and it can order Dimple to refund you or take other action.

Document everything: your order confirmation, the defect or error, photos of the faulty lenses, your cancellation request, and any responses from Dimple. This evidence is invaluable if you need to escalate.

Common mistakes when cancelling dimple

Cancellation is simple, but small errors can delay the process or leave you vulnerable to surprise charges. Stopee has seen these mistakes happen to real customers, and we want you to avoid them.

Mistake 1: cancelling through the wrong channel

Some customers attempt to cancel through their payment provider (e.g., their bank or credit card company) rather than Dimple's website. While your bank can dispute a charge, this is not the same as cancelling with Dimple. Your subscription remains active in Dimple's system, and you may face collection attempts or account suspension.

Always cancel directly through the Dimple customer portal. This is the only method that officially terminates your subscription.

Mistake 2: confusing "pause" with "cancel"

If Dimple offers a "pause subscription" option, do not use this unless you plan to restart in future. Pausing temporarily halts deliveries but keeps your subscription and payment method on file. Cancelling removes your subscription entirely and prevents all future charges (unless you reactivate).

Mistake 3: not keeping cancellation proof

If you don't screenshot or print your cancellation confirmation, and Dimple later charges you again, you have no evidence of your cancellation attempt. Dimple's customer support will ask for proof. Take screenshots of every step, including the final confirmation message.

Mistake 4: cancelling too close to your renewal date

If your subscription renews on the 15th and you cancel on the 14th, you may still be charged for the next cycle. The safest window is 5-7 days before renewal. Check your account for the exact renewal date and calendar when to cancel.

Mistake 5: not checking your bank statement after cancellation

System errors happen. A customer cancels successfully but Dimple's billing system glitches and charges them anyway. Monitor your bank account for 30 days after cancellation to catch any erroneous charges. If you spot one, contact Dimple immediately with your cancellation confirmation as proof.

Checklist: before and after you cancel

Use this checklist to stay organised and ensure nothing falls through the cracks before you hit the cancel button or after you've confirmed your cancellation.

Why stopee exists and how we help you

Subscription fatigue is real. Thousands of New Zealand customers sign up for services with the best intentions, only to forget they're being charged months or years later. Others find themselves trapped in confusing cancellation processes, trapped by unclear terms, or misled about refund rights.

Stopee empowers you to cancel any subscription on your terms. We provide clear, step-by-step guides for every major service, highlight your consumer rights, and flag the tricks companies use to keep you subscribed. Stopee has helped thousands of consumers cancel Dimple, avoid surprise charges, and reclaim control of their spending.

Whether you're cancelling Dimple, comparing it to alternatives, or escalating a complaint to the Commerce Commission, Stopee is your trusted guide. Visit stopee.com to access cancellation guides for hundreds of services and join a community of empowered consumers who refuse to accept dark patterns or unclear terms.

Contact information for dimple in new zealand

If you need to contact Dimple directly - to cancel, request a refund, report a fault, or lodge a complaint - use the following channels:

Dimple's new zealand address

Dimple Contacts
New Zealand
Website: nz.dimplecontacts.com
Customer portal: nz.dimplecontacts.com/pages/help

For urgent issues or if cancellation through the portal fails, contact Dimple's customer support team through the help page. Provide your order number, account email, and a clear description of your issue. Keep copies of all correspondence and cancellation attempts.

If Dimple does not respond within 10 working days or refuses to honour your cancellation or refund rights under the Consumer Guarantees Act 1993, escalate your complaint to the Commerce Commission (www.comcom.govt.nz) or seek advice from Consumer NZ (www.consumer.org.nz).