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Frequently asked questions
Cancel Dimple Contacts: The Right Way
How to cancel Dimple Contacts and protect your consumer rights in australia
What Dimple Contacts is and why cancellation matters
Dimple Contacts is a direct-to-consumer subscription service that delivers daily contact lenses to your door across Australia. You select a recurring shipment cycle-monthly or quarterly-and your card is charged automatically on your billing date. The service positions itself as an affordable alternative to traditional optical retail.
Cancellation becomes urgent when the lenses don't suit your eyes, when delivery falters, or when you simply want to stop automatic charges. Under Australian Consumer Law, you hold specific rights before and after cancellation, and Yafee exists to help you understand exactly what those protections mean in practice.
How Dimple Contacts' automatic billing works
Most customers begin with a paid trial: you pay AUD$6 shipping to receive 10 pairs of lenses. Critically, Dimple converts this trial into a paid subscription automatically-typically the monthly plan at AUD$53-approximately 14 days after your trial order ships, unless you cancel first. This auto-conversion catches many users off guard. Your card is charged on a fixed schedule tied to your chosen cadence, and once a charge is processed, it cannot be reversed through cancellation alone.
Why australian consumer law protects you
Contact lenses are consumable goods, but they remain subject to the Australian Consumer Law (Competition and Consumer Act 2010). If lenses are faulty, unsafe, or unfit for purpose, you retain the right to request a refund or replacement regardless of whether you've opened the box. Knowing this framework before you contact Dimple strengthens your position considerably.
Dimple Contacts pricing and subscription plans
Your costs depend entirely on which plan you commit to and whether you remain on a trial or active subscription.
| Plan | Quantity | Price (AUD) | Delivery | Cancellation flexibility |
|---|---|---|---|---|
| Intro trial | 10 pairs | AUD$6 | Standard | Cancel before auto-conversion |
| Monthly plan | 60 daily lenses | AUD$53 | Included | Cancel anytime; no lock-in |
| Three-monthly plan | 180 daily lenses | AUD$141 | Free for subscribers | Lower per-lens cost; bulk commitment |
The trial is your entry point. Once your trial order ships, Dimple sends reminder emails warning you of the impending auto-conversion. If you do not cancel within the window, your card will be charged. This transition is not a hidden fee-Dimple discloses it-but the onus sits with you to cancel proactively.
Billing timing and refund eligibility
Dimple charges your card on a fixed schedule. If your order is placed on the 15th and you select monthly billing, expect charges every 15th thereafter. Cancellation stops future charges but does not refund money already processed. If your card is charged on the 14th and you submit a cancellation request on the 16th, that charge stands. However, if your order has not yet shipped, contact Dimple in writing to request cancellation or refund-you may have grounds under the Australian Consumer Law if the lenses are deemed unsuitable for their intended purpose.
How to cancel Dimple Contacts in australia
Dimple offers two primary cancellation routes: instant self-service through your customer portal, or written request if your order is processed but not yet shipped.
Method 1: cancel via the online portal (fastest route)
This is the primary and easiest method. Log into your Dimple Contacts account and locate the cancellation link at the bottom of your account dashboard or subscription settings page.
- Open your web browser and navigate to the Dimple Contacts website.
- Log into your customer account using your registered email address and password.
- If you have forgotten your password, click "Forgot password" and follow the reset email.
- Navigate to your subscription or account settings section.
- Look for a tab or link labelled "Subscriptions," "My Orders," or "Account Settings."
- Locate the "Cancel subscription" or "Pause subscription" link at the bottom of the page.
- Yafee recommends screenshotting this step to confirm the cancellation was processed.
- Click the cancellation link and confirm your request when prompted.
- Dimple may ask you to select a reason for cancellation and offer retention incentives (discounts, pause options). Evaluate these carefully, but do not feel obligated to accept them if you have decided to leave.
- Once confirmed, you will receive an on-screen confirmation message and a confirmation email within minutes.
- Save this email for your records as proof of cancellation.
This method is instantaneous and leaves a digital audit trail. Your subscription ends immediately, and no further charges will be processed.
Method 2: request cancellation by post if your order is not yet shipped
If your order has already been charged but has not shipped, you can request cancellation or a refund by sending a written request to Dimple Contacts. This route offers stronger legal standing under the Australian Consumer Law if you have grounds to claim the product is unsuitable.
- Gather the following information:
- Your customer account number (visible in your account portal).
- Your full name and the email address registered with your account.
- Your order number and the date you placed the order.
- A clear statement: "I request cancellation of my subscription and a refund for my processed order, which has not yet shipped."
- If applicable, the reason (e.g., "The lenses are unsuitable for my eye type" or "I wish to cancel before the order ships").
- Draft a formal letter or email stating your request.
- Keep your tone professional and factual. Avoid emotional language.
- Reference your customer number, order number, and the date of purchase.
- State that you are requesting cancellation under the Australian Consumer Law if the lenses have not met your requirements, or simply as a request if the order has not shipped.
- Send your request via registered post to Dimple Contacts' postal address (details listed at the end of this guide).
- Alternatively, send an email to their customer support address if available; however, Yafee recommends registered post for unshipped orders to create an indisputable delivery record.
- Allow 5 to 10 business days for a response.
- If Dimple does not respond within this timeframe, follow up with a second letter or escalate to the Australian Consumer and Competition Commission (ACCC) if the company refuses the refund.
This method is slower but creates formal documentation. If Dimple declines your refund and you believe the lenses are faulty or unfit for purpose, this written record strengthens your case for escalation to the ACCC.
Your legal position under australian consumer law
The Australian Consumer Law grants you specific protections regardless of Dimple Contacts' own refund policy. You retain the right to request a refund or replacement if goods are faulty, unsafe, or unfit for their purpose-and this applies to unopened lenses as well as opened boxes if a defect is evident.
However, the law distinguishes between a defect and personal unsuitability. If lenses are physically safe but simply uncomfortable for your eyes, Dimple is not obligated to refund you once the subscription is active. Conversely, if the lenses arrive damaged, contaminated, or with incorrect prescription, you have grounds for a full refund regardless of cancellation timing.
If Dimple refuses a refund or ignores your cancellation request, lodge a complaint with the Australian Consumer and Competition Commission (ACCC) through their official complaints portal. The ACCC investigates breaches of the Australian Consumer Law and can compel traders to issue refunds or face enforcement action.
Timeline and what happens after cancellation
Understanding the post-cancellation sequence prevents confusion and protects your account.
Immediate after you cancel
Once you confirm cancellation through the portal, your subscription stops instantly. No further charges will be applied to your card. You will receive a confirmation email within minutes; preserve this email as proof.
Within 2 to 5 business days
Dimple may send you a follow-up email asking for feedback or offering a discount to return. You are under no obligation to respond or re-engage. If you receive promotional emails after cancellation, you can unsubscribe from their marketing list directly in those emails.
If an order was already in transit
Contact Dimple immediately after cancelling your subscription. If your shipment has left their warehouse but not yet arrived at your address, you may refuse delivery or request a return. Once the package arrives at your door, the refund becomes more complex and may require you to return the lenses at your own cost unless Dimple offers a return label.
Checking your card statements
Monitor your bank or credit card statements for the next two billing cycles to confirm no further charges appear. If a charge is processed after your cancellation date, contact Dimple immediately with your cancellation confirmation email. If they do not reverse the charge within 10 business days, dispute it with your bank.
Refund eligibility and the return process
Refund eligibility depends on whether your order has shipped and whether the lenses meet your eye requirements.
Orders not yet shipped
If you cancel before your order ships, you have the strongest refund case. Send a written cancellation request (as outlined in Method 2 above), and Dimple should refund the charge within 5 to 10 business days. If they dispute this, escalate to the ACCC immediately with proof of your cancellation request and the unshipped status of your order.
Orders already shipped
Once your lenses have been dispatched, Dimple's refund policy becomes restrictive. If the lenses arrive unopened and undamaged but you have changed your mind, Dimple is not obligated to refund you under Australian Consumer Law-personal preference is not a legal ground for return. However, if the lenses arrive damaged, contaminated, or with an incorrect prescription, you have 12 months from purchase to request a remedy (refund, replacement, or repair) under the Consumer Guarantees section of the Australian Consumer Law.
Opened or used lenses
If you have opened the lenses and worn them, Dimple may refuse a refund based on hygiene grounds-contact lenses cannot be resold once opened for safety reasons. However, if you can demonstrate a defect (burning, cloudiness, incorrect power) within 7 days of purchase, Dimple should offer a replacement at minimum. Document any defect with photos if possible.
Common mistakes to avoid during cancellation
Cancellation is straightforward, but missteps can delay your request or weaken your refund case.
Failing to cancel before auto-conversion
Many customers receive the trial shipment, intend to cancel, and then forget the deadline. The result: your card is charged for the full subscription without your active consent. To avoid this, set a phone reminder for 10 days after your trial order ships-well before the auto-conversion date. Yafee recommends setting the reminder immediately upon receiving your trial shipment confirmation.
Assuming cancellation reverses a charge already processed
Cancellation stops future charges but does not automatically refund money already taken. If your card was charged on the 14th and you cancel on the 16th, contact Dimple in writing to request a refund of that specific charge. Do not assume the charge will disappear on its own.
Cancelling verbally or via social media
Do not rely on phone calls or social media messages as proof of cancellation. Use the online portal or send a formal written request via email or post. These methods create a documented audit trail that protects you if Dimple later claims you never cancelled and charges your card again.
Not checking your bank statement after cancellation
Some customers cancel but do not verify their bank statements, only to discover duplicate charges months later. Monitor your card for at least two billing cycles after cancellation. If you spot a post-cancellation charge, report it to your bank immediately and provide your cancellation confirmation email as evidence.
Accepting discount offers when you want to leave
During the cancellation flow, Dimple may offer a 20% discount or a free month to retain your business. If you have genuinely decided to cancel, do not accept these offers. They often re-activate your subscription and restart your billing cycle, trapping you in a fresh commitment. State your reason clearly and proceed with cancellation without negotiation.
How to prevent unwanted charges in the future
After cancellation, take these steps to ensure Dimple does not re-bill you or contact you unexpectedly.
Update your payment method
Log into your account post-cancellation and remove or update your stored credit card information. This prevents Dimple from attempting to charge you if a system error causes a retry.
Unsubscribe from marketing emails
Scroll to the bottom of any marketing email from Dimple and click the unsubscribe link. This removes you from their promotional list and reduces the likelihood of re-engagement campaigns that might tempt you back into a subscription.
Keep your cancellation confirmation email
Preserve the cancellation confirmation email in a dedicated folder for at least 12 months. If Dimple disputes your cancellation or charges you again, this email is your proof of termination.
Comparing Dimple Contacts to other contact lens services in australia
Before you cancel, you may want to assess whether another service better suits your needs.
| Service | Trial cost | Monthly price | Auto-conversion | Cancellation method |
|---|---|---|---|---|
| Dimple Contacts | AUD$6 | AUD$53 | Yes, ~14 days | Portal or post |
| Clearly | Free | AUD$59 | No | Portal |
| Lenstore | AUD$12 | AUD$48 | No | Portal or call |
| Vision Direct | N/A (direct purchase) | AUD$42-AUD$65 | No (subscription optional) | Portal |
If comfort or delivery speed is the issue, Clearly or Lenstore may offer a smoother experience. If price matters most, Vision Direct often undercuts Dimple for bulk orders. However, if you are cancelling Dimple purely to avoid the auto-conversion trap, switching services will not solve the underlying issue-you must manage each service's trial and subscription dates actively.
Dimple Contacts' postal address and contact details
Use this address for written cancellation requests or complaints if Dimple does not respond to your online request within 5 business days.
Dimple Contacts (Australia)
[Insert registered business address as per latest ABN records. For current contact details, visit dimple.com.au or check your account portal.]
Alternatively, search Dimple Contacts on the Australian Business Register (ABN lookup) to confirm the registered business address and contact phone number.
If Dimple fails to respond to your written cancellation request within 10 business days, lodge a formal complaint with the Australian Consumer and Competition Commission (ACCC) at accc.gov.au. Yafee has helped thousands of Australian consumers cancel subscriptions and recover unwanted charges by following this procedure, and you can rely on these steps to protect your rights regardless of Dimple Contacts' response.
Final steps and next actions
Cancellation is complete once you receive confirmation from Dimple and verify no further charges appear on your bank statement. Yafee provides detailed guides for cancelling dozens of Australian subscription services, so if you need help with other recurring charges, our platform is here to assist. Save your cancellation confirmation email, monitor your card for two billing cycles, and contact the ACCC if Dimple refuses to honour your cancellation. You have clear legal rights under the Australian Consumer Law, and armed with this guide, you are fully prepared to exercise them.