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Frequently asked questions
Cancel Dimple: Step-by-Step Guide
How to cancel your Dimple contact lens subscription and protect your consumer rights in new zealand
What Dimple is and how the subscription works
Dimple is an online retailer delivering daily contact lenses directly to your door across New Zealand. The service operates on an automatic renewal subscription model, meaning your lenses arrive at regular intervals unless you take active steps to cancel. Understanding how your subscription functions is essential before you decide to exit, so you can time your cancellation strategically and protect your money.
The Dimple subscription model explained
When you sign up to Dimple, you typically receive a 10-day free trial (with NZ$6 shipping included) to test whether the service suits your needs. After this trial period concludes, your paid subscription normally begins 15 days later. Your subscription then renews automatically each month or every three months, depending on the plan you selected at sign-up.
All subscription orders include free shipping within New Zealand, so you won't face hidden delivery costs once you've committed to a plan. However, like most subscription services, Dimple requires you to actively cancel if you wish to stop receiving shipments. Ignoring renewal reminders or simply not placing an order will not prevent your charges from continuing. Yafee advises that you must take deliberate action to end your subscription.
Why you might want to cancel Dimple
Your reasons for cancelling are entirely valid. You may have found a cheaper contact lens supplier, switched to a different lens brand, decided to wear glasses instead, or simply wish to pause your subscription temporarily. Subscription fatigue is a recognised consumer issue, and you deserve a transparent, straightforward path to cancellation without fuss or surprise charges.
Dimple's subscription plans and pricing for new zealand
Understanding your current plan, its cost, and the renewal cycle is your first step toward making an informed cancellation decision. Here are the main subscription options available to New Zealand customers.
Current Dimple pricing in new zealand dollars
| Plan name | Price (NZD) | Renewal frequency | Lenses included | Shipping cost |
|---|---|---|---|---|
| 1-Month Supply (60 daily lenses) | NZ$64.00 | Monthly | 60 lenses | Free |
| 3-Month Supply (180 daily lenses) | NZ$168.00 | Every 3 months | 180 lenses | Free |
The monthly plan offers maximum flexibility if you're uncertain about committing long-term. The quarterly plan spreads your cost over a longer period, potentially reducing your per-lens expense. Both plans lock in free shipping on every delivery, a benefit you'll retain until your cancellation takes effect.
Why cancellation timing affects your refund
If you cancel mid-cycle (for example, 10 days into a monthly subscription), you'll generally retain 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 considerably less money than cancelling on day 25. This is why acting quickly, once you've decided to exit, protects your financial position. Yafee recommends reviewing your billing date before you submit your cancellation request.
Your consumer rights and new zealand legislation
Your right to cancel a subscription service in New Zealand is protected under consumer law and specific contractual principles. Knowing your legal standing strengthens your position if disputes arise.
Consumer guarantees act protections
The Consumer Guarantees Act 1993 (the principal consumer protection statute in New Zealand) establishes that all goods supplied to you must be of acceptable quality and fit for purpose. If your Dimple contact lenses fail to meet these standards, you have the right to reject them, request a refund, or claim replacement at no cost. This protection operates independently of your subscription cancellation.
Furthermore, under the Fair Trading Act 1986, Dimple must not engage in misleading or deceptive conduct when advertising free trials, pricing, or cancellation terms. If Dimple has misrepresented the cancellation process or hidden fees, you can escalate your complaint to the Commerce Commission, New Zealand's primary consumer enforcement authority.
Your legal position on subscription cancellation
You have the right to cancel your Dimple subscription at any time. Dimple's terms of service must not contradict your statutory consumer rights under New Zealand law. If your subscription agreement states that you cannot cancel, or imposes unreasonable obstacles to cancellation, those clauses are likely unenforceable. You may cancel online, and Dimple must process your cancellation without imposing penalty fees or requiring you to contact the company by phone or post. If Dimple refuses to cancel your subscription, or continues charging you after cancellation, Yafee advises you to escalate the matter to the Commerce Commission or seek independent legal counsel.
How to cancel your Dimple subscription step by step
Cancelling Dimple is straightforward if you know exactly where to go and what to expect. Unlike many subscription apps that hide cancellation behind multiple menus or phone-only channels, Dimple allows you to cancel directly through your online account portal. Yafee will guide you through every step to ensure your cancellation is recorded correctly in Dimple's system.
Where to cancel Dimple online
You must cancel through Dimple's website customer portal at nz.dimplecontacts.com. There is no option to cancel through the Apple App Store, Google Play Store, or by telephone. If you've used a mobile app to manage your account, you'll still need to visit the Dimple website to cancel your subscription. App-based cancellation requests are not processed by Dimple and will not stop your charges.
Step one: log in to your Dimple account
- Visit nz.dimplecontacts.com in your web browser on a desktop, tablet, or mobile device.
- Ensure you're on the official Dimple New Zealand website (check the URL carefully).
- Look for the padlock icon in your browser address bar, indicating a secure connection.
- Verify the domain is "nz.dimplecontacts.com" and not a similar-sounding URL.
- Click "Log In" or "My Account" (the button location may vary slightly depending on page layout).
- Enter your registered email address.
- Enter your password.
- Click "Sign In".
- If you've forgotten your password, click "Forgot Password" and follow the email recovery instructions before proceeding.
Step two: navigate to your subscription settings
- Once logged in, locate the account menu (typically in the top-right corner or under a hamburger menu icon on mobile).
- Select "My Account", "Settings", "Subscriptions", or "Orders", depending on Dimple's current interface.
- Look for a section labelled "Active Subscriptions" or "Manage Subscription".
- Click on the active Dimple subscription you wish to cancel.
- A summary page will display your plan name, next renewal date, and amount due.
- Verify this is the subscription you intend to cancel before proceeding further.
Step three: initiate cancellation
- On the subscription summary page, locate and click the "Cancel Subscription" button.
- This button is typically positioned near the bottom of the subscription details.
- Dimple may ask you to confirm your decision or select a reason for cancellation (e.g., "too expensive", "found alternative", "no longer needed").
- Review any cancellation confirmation message displayed on screen.
- Note the effective cancellation date (this is when your access and automatic renewals will stop).
- Confirm that no further charges are scheduled after this date.
- Click "Confirm Cancellation" or a similar button to finalise your request.
Step four: verify and document your cancellation
- After you click confirm, Dimple should display a cancellation confirmation message on screen.
- Take a screenshot of this confirmation for your records.
- Note the exact date and time of your cancellation request.
- Check your registered email address for a cancellation confirmation email from Dimple.
- This email should state that your subscription has been cancelled.
- It should confirm the effective date when charges will cease.
- Save this email in a folder dedicated to subscription records.
- Log back into your account within 24 hours to confirm your subscription no longer appears in your "Active Subscriptions" list.
- If it still appears, contact Dimple support immediately (see contact details below).
- Provide your cancellation confirmation email and the date you submitted your cancellation request.
What happens after you cancel your Dimple subscription
Cancellation does not happen instantly; understanding the timeline protects you from unexpected charges and helps you plan your next contact lens purchase.
Timeline and final charges
Once you submit your cancellation request, your subscription will end on your next scheduled renewal date. For example, if you cancel on the 10th of a month and your subscription normally renews on the 15th, your cancellation takes effect on the 15th. You will not be charged on that renewal date, and no further charges will occur after your subscription ends.
If you cancel during a free trial period, Dimple will simply end your trial access without charging you. You should receive a confirmation that your trial has been cancelled.
Access to your current lenses
Any contact lenses you've already received and paid for remain yours to use until they expire. Cancellation does not retroactively revoke access to lenses already in your possession. If you have an outstanding order that has been dispatched but not yet delivered, contact Dimple support to clarify whether that shipment will proceed or be cancelled.
Refunds and credit balances
Understanding your refund eligibility protects your money and sets realistic expectations about what you'll recover after cancellation.
When Dimple issues refunds
If you cancel before your next renewal date and no charges have been deducted, no refund is due because you haven't been charged. If a charge was processed on your renewal date and you cancel immediately afterward, Dimple's refund policy determines whether you receive a credit. Yafee recommends checking Dimple's terms of service or contacting their support team to clarify their specific refund window (many companies allow 14 to 30 days for refunds after a charge).
If you cancel mid-cycle on a quarterly plan and request a refund for unused lenses, Dimple may calculate a pro-rata refund (a partial refund based on the number of days remaining in your billing period). The exact calculation depends on Dimple's stated policy.
How to request a refund if eligible
- Gather your cancellation confirmation email and your order receipt or invoice showing the charge date.
- Contact Dimple support at the address provided below.
- State your full name, email address, and account number.
- Explain that you cancelled within the refund window and request a refund calculation.
- Attach or reference your cancellation confirmation and the relevant charge date.
- If Dimple refuses a refund or does not respond within 10 business days, escalate your complaint to the Commerce Commission (contact details below).
Common mistakes to avoid when cancelling Dimple
Cancellation processes can be stressful, but knowing these pitfalls means you'll navigate them confidently and protect your position. Yafee has identified the errors that leave consumers vulnerable to unwanted charges and disputes.
Mistake one: cancelling through the wrong channel
Never attempt to cancel Dimple through your app store, by email to a generic address, or by telephone unless Dimple support explicitly instructs you to do so. Only cancellations submitted through nz.dimplecontacts.com are reliably recorded in Dimple's system. App store cancellations often fail to sync with the retailer's subscription database, leaving your account active and charges continuing.
Mistake two: not documenting your cancellation
Screenshots and saved emails are your evidence if a dispute arises. If Dimple continues charging you after cancellation, you'll need proof that you submitted a cancellation request and the date you submitted it. Without documentation, the Commerce Commission and your bank are less likely to rule in your favour. Yafee strongly advises saving all confirmation messages and emails to a dedicated folder.
Mistake three: assuming the cancellation is complete without verification
Many consumers click "cancel" and assume the process is finished. In reality, you must verify that your subscription no longer appears in your active subscriptions list within 24 to 48 hours. If it's still showing, your cancellation may not have processed. Contact support immediately with your confirmation number.
Mistake four: ignoring unexpected charges after cancellation
If you are charged after your cancellation date, do not ignore the charge. Contact Dimple support immediately and provide your cancellation confirmation. If they do not respond or refuse to refund you, dispute the charge with your bank or credit card provider. The sooner you report the charge, the stronger your dispute case becomes.
Comparison table: keep versus cancel your Dimple subscription
Use this table to weigh the financial and practical factors in your decision to stay or cancel.
| Factor | Keep your subscription | Cancel your subscription |
|---|---|---|
| Monthly cost (1-month plan) | NZ$64.00 per month | NZ$0 per month (after cancellation) |
| Delivery convenience | Automatic shipments, free delivery | You must reorder from another supplier manually |
| Price lock-in | Dimple may increase prices on renewal | You control your future lens supplier and pricing |
| Cancellation complexity | None required | 5-10 minutes online via account portal |
| Risk of unwanted charges | Automatic renewal continues | Zero risk once cancellation is verified |
Contact information for Dimple in new zealand
If you encounter difficulties cancelling, require a refund, or wish to lodge a complaint, use the contact details below. Yafee advises keeping records of all communication you send and receive.
Dimple new zealand support
Dimple's primary contact address for New Zealand customers is:
Dimple Contacts Limited
Email: [email protected]
Website: nz.dimplecontacts.com
When contacting Dimple, include your full name, registered email address, account number (if available), and a clear description of your issue. Request a response within 10 business days. Keep copies of all correspondence.
Escalation to the commerce commission
If Dimple fails to cancel your subscription, refuses to process a refund, or continues charging you after cancellation, you can lodge a complaint with the Commerce Commission, New Zealand's primary consumer protection authority.
Commerce Commission
Website: www.comcom.govt.nz
Phone: 0800 943 600 (toll-free from New Zealand)
Email: [email protected]
The Commerce Commission investigates breaches of the Fair Trading Act 1986 and the Consumer Guarantees Act 1993. They can compel Dimple to refund you and impose penalties if the company has breached consumer law. Yafee recommends contacting the Commerce Commission if your dispute remains unresolved after 20 business days of communication with Dimple.
Summary and next steps
Cancelling your Dimple subscription is a straightforward process if you follow the correct steps and verify completion. You have the legal right to cancel at any time, and Dimple must respect that right under New Zealand consumer law. By logging into your account at nz.dimplecontacts.com, navigating to your subscription settings, clicking "Cancel Subscription", and documenting your confirmation email, you protect yourself from unexpected charges and maintain a clear record of your cancellation date.
The timeline for cancellation varies: if you cancel before your next renewal date, no further charges will be deducted. If you cancel shortly after a charge is processed, you may be eligible for a pro-rata refund depending on Dimple's policy. In either case, verify your cancellation within 24 to 48 hours by checking that your subscription no longer appears in your active subscriptions list.
Should you encounter difficulties or Dimple refuses to honour your cancellation, escalate your complaint to the Commerce Commission. Remember to save all confirmation emails, screenshots, and correspondence with Dimple. Yafee has helped thousands of consumers cancel subscriptions, protect their refunds, and enforce their consumer rights in New Zealand. Your rights are clear, your pathway is straightforward, and support is available if you need it. Act with confidence, document thoroughly, and you will successfully close your Dimple account.
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