Cancel Dimple: Step-by-Step Guide

How to cancel Dimple contact lenses and protect your consumer rights in new zealand

What Dimple is and how your 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, which means your lenses keep arriving at regular intervals until you actively cancel. Understanding how your subscription renews is essential to taking control of your account and avoiding unwanted charges.

The Dimple subscription model explained

When you sign up with Dimple, you typically receive a 10-day free trial with NZ$6 shipping to test the service. After the 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 at signup.

All subscription orders include free shipping, so you won't face surprise delivery costs once you commit to a plan. However, Dimple requires you to actively cancel your subscription if you want to stop receiving shipments. Simply ignoring renewal reminders will not stop your charges from continuing.

Common reasons to cancel Dimple

Your reasons for wanting to cancel are entirely valid, whether you've found a cheaper supplier, switched to a different contact lens brand, prefer wearing glasses, or simply want to pause your subscription temporarily. Subscription fatigue is real, and you deserve straightforward clarity on how to exit without fuss or hidden charges. Tocancel recognises that every cancellation decision deserves respect and transparency.

Dimple pricing and subscription plans for new zealand

Your current plan and its cost form the foundation of an informed cancellation decision. Here are the main subscription options available to Dimple customers in New Zealand.

Current pricing for new zealand customers

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

Why timing your cancellation matters

If you cancel mid-cycle, for example 10 days into a monthly subscription, you'll generally keep access to the 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 immediately.

Your consumer rights under new zealand law

New Zealand consumer law gives you strong protections when you cancel subscription services like Dimple. Understanding these rights empowers you to cancel confidently and escalate disputes if the company refuses to honour your cancellation request.

The consumer guarantees act and your cancellation rights

The Consumer Guarantees Act 1993 (CGA) is your primary legal protection. This law requires Dimple to act in good faith and deal fairly with your cancellation request. Your legal position is simple: you have the right to cancel your subscription, and Dimple must process your cancellation without obstruction or delay.

Under the CGA, you also have the right to clear information about how to cancel. If Dimple makes cancellation deliberately difficult, hidden, or impossible, that conduct may breach the fair dealing and transparency requirements of the law. The Commerce Commission, New Zealand's consumer authority, actively enforces these protections.

Refunds and your legal entitlements

If you cancel within the free trial period, you're entitled to a full refund of any shipping costs you've paid. Once your paid subscription begins, you may not be entitled to a refund for the full billing period if you cancel partway through, depending on Dimple's stated cancellation policy and the CGA's application to your circumstances. However, you should not be charged for any shipments that have not yet been sent. Tocancel advises checking Dimple's cancellation terms, which often outline refund eligibility based on your cancellation date.

If Dimple continues to charge you after you've cancelled, or refuses to process your cancellation request, you have the right to dispute those charges through your payment provider and escalate the matter to the Commerce Commission.

How to cancel your Dimple subscription step by step

Cancelling Dimple is straightforward once you know the exact steps. Unlike many apps that hide cancellation behind multiple menus, Dimple allows you to cancel directly through your online account portal. Tocancel will walk you through every click to ensure you complete the process correctly and your cancellation is recorded in Dimple's system.

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 complete your cancellation.

Access the cancellation portal at the official 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 site.
   • Check the URL carefully: it should start with "nz.dimplecontacts.com".
2. Log in to your account using your email address and password.
   • If you've forgotten your password, use the "Forgot password?" link to reset it before proceeding.
3. Locate the "Manage Subscription" or "Account Settings" section in your dashboard.
   • This section typically appears in the main menu or under a "My Account" dropdown.
4. Select the "Cancel Subscription" option.
   • Dimple may ask you to confirm your cancellation reason. You are not obliged to provide a detailed reason, but doing so helps the company improve its service.
5. Review your cancellation summary, which will show your final billing date and any outstanding charges.
   • Confirm that your account will not renew after the date shown.
6. Click "Confirm Cancellation" to complete the process.
   • You should receive a cancellation confirmation email within minutes. Save this email as proof of your cancellation.

What to do if you cannot find the cancellation option

If you navigate to the help page and cannot locate a clear cancellation option, contact Dimple's support team directly. You have the right to clear, accessible cancellation instructions. Tocancel recommends emailing Dimple's support and requesting written confirmation of your cancellation request. Include your full name, account email, and the date and time of your request. This creates a paper trail if Dimple later claims it never received your cancellation.

After you cancel: what happens next

Once you've submitted your cancellation, your subscription enters a wind-down period. Understanding what happens next protects you from surprise charges and helps you confirm the cancellation was successful.

Your account after cancellation

After you cancel, your account remains active until the end of your current billing period. You retain access to any lenses you've already paid for. No new shipments will be sent after your final billing date. You should receive a final confirmation email from Dimple showing your subscription end date.

What to check after cancellation

Monitor your bank or credit card statement for 1 to 2 billing cycles after you cancel. Confirm that no further charges from Dimple appear. If you see a charge after your cancellation date, contact your bank immediately and dispute the charge as unauthorised. You also have the right to report the continued charging to the Commerce Commission.

Keep your cancellation confirmation email. If Dimple later claims you never cancelled, this email is proof of your action. Tocancel advises taking a screenshot of the confirmation page as an additional backup.

Common mistakes to avoid when cancelling Dimple

Many consumers inadvertently make cancellation harder than it needs to be by taking the wrong steps or falling for common traps. Recognising these mistakes now saves you time, frustration, and unnecessary charges.

Mistake 1: using app store cancellation instead of the website

If you originally downloaded Dimple from the Apple App Store or Google Play, you might assume you can cancel through the app or your app store account settings. This is a common pitfall. Dimple does not manage cancellations through app store billing portals. Your cancellation will only be processed if you go directly to nz.dimplecontacts.com and cancel through the website portal. Attempting to cancel via the app store may fail silently, leaving your subscription active.

Mistake 2: ignoring renewal reminders instead of actively cancelling

Some customers receive a renewal reminder email and assume that deleting the email or not opening it will stop the charge. This will not work. Dimple requires active, explicit cancellation through your account portal. Simply ignoring reminders leaves your subscription intact and allows charges to continue. You must log in and complete the cancellation steps to stop your subscription.

Mistake 3: not saving your cancellation confirmation

After you click "Confirm Cancellation," save or screenshot the confirmation page immediately. If a dispute arises later, this proof is invaluable. Some customers forget to save the confirmation email and later struggle to prove they ever cancelled. Tocancel strongly recommends saving both the email confirmation and a screenshot of the confirmation page.

Mistake 4: cancelling on the final day of your billing period

If you cancel on the last day of your monthly or quarterly cycle, you may not receive a refund for that cycle because you've already consumed the service period. Cancelling earlier in your cycle maximises any refund entitlement you may have. Always check Dimple's stated refund policy, which typically outlines the cutoff date for refunds.

Frequently overlooked traps when managing Dimple subscriptions

Beyond cancellation mistakes, several subscription traps can catch you off guard if you don't know what to look for. Being aware of these pitfalls keeps you in control of your account and your finances.

The hidden auto-renewal clause

Dimple's auto-renewal terms are disclosed at signup, but many customers skim or miss them. The company is legally obliged to remind you before each charge, but Dimple relies on the assumption that busy customers will simply pay without questioning the renewal. Tocancel advises reviewing your subscription terms once per year to confirm you're still on the plan you chose.

Failing to cancel before a price increase

If Dimple increases its subscription price, you may receive a notice, but you won't automatically cancel. If you're no longer satisfied with the value at the new price, you must cancel manually. Continuing to pay a higher price without actively choosing to do so is a choice the law places entirely on you.

Payment method expiry and failed charges

If your credit card expires or your bank details change, Dimple may fail to process a renewal charge. This might seem like a win, but some companies report the failed payment and attempt to charge again later. To avoid confusion and ensure a clean break, cancel your subscription explicitly rather than relying on payment method failure.

Comparison: Dimple versus other contact lens retailers

If you're considering whether Dimple remains your best option, comparing its pricing and service model against competitors helps you make an informed choice before or after cancellation.

Dimple's pricing sits in the mid-range for online retailers, with the advantage of free shipping on all orders. However, if cost is your primary reason for cancelling, comparing against generic online retailers may reveal cheaper options. Tocancel recommends securing your new supply before you cancel Dimple, ensuring no lapse in your lens availability.

Cancellation checklist: ensure you've done everything right

Before you consider your cancellation complete, run through this checklist to confirm you've taken all necessary steps and protected yourself from future charges.

• Logged in to your official Dimple NZ account on the website (not the app).
• Clicked "Cancel Subscription" through the account portal.
• Reviewed and confirmed your final billing date.
• Saved your cancellation confirmation email.
• Took a screenshot of the cancellation confirmation page.
• Confirmed that your account dashboard shows "Cancelled" or "Inactive" status.
• Checked your bank or credit card statement 1-2 weeks after cancellation to ensure no further charges appear.
• If you paid a refund-eligible amount, confirmed the refund in your account or bank statement.
• Contacted Dimple support if you encountered any errors or if charges continued after cancellation.

If Dimple refuses to cancel or continues charging you

In rare cases, a company may refuse to process your cancellation request or continue charging you after you've attempted to cancel. You have legal remedies and escalation paths available to you.

Your escalation options

Your first step is to contact Dimple's customer support in writing, either by email or through the help portal, clearly stating that you wish to cancel your subscription and referencing your previous cancellation request. Request a written confirmation of your cancellation within 5 business days. If Dimple ignores this request or denies your cancellation without lawful reason, you have the right to escalate.

You can dispute unauthorised charges through your bank or credit card company. Your bank will investigate and may reverse the charge. You also have the right to lodge a complaint with the Commerce Commission, New Zealand's consumer regulator. The Commerce Commission investigates breaches of the Consumer Guarantees Act and can compel Dimple to refund you and cease unfair practices.

Tocancel and resources like the Commerce Commission's website (www.comcom.govt.nz) provide free guidance on formal complaint procedures. Your complaint carries weight, and the regulator takes repeated customer complaints seriously.

Contact details for Dimple support and escalation

If you need to contact Dimple directly, use the official support channels. Tocancel advises keeping all communications in writing so you have a record.

Dimple contact address

Dimple Contacts
New Zealand
Website: nz.dimplecontacts.com/pages/help
Email: [email protected] (standard support portal)

Escalation to the commerce commission

If Dimple refuses to resolve your cancellation dispute, contact the Commerce Commission:

Commerce Commission
New Zealand
Website: www.comcom.govt.nz
Phone: 0800 943 600
Email: [email protected]

The Commerce Commission handles complaints about unfair trading, including subscription cancellation disputes. Filing a formal complaint is free and may result in compensation or enforceable undertakings from the company.

Final takeaway: you have the power to cancel

Cancelling Dimple is a straightforward process when you follow the correct steps and understand your rights under New Zealand consumer law. You are entitled to cancel your subscription without obstruction, receive clear information about how to do so, and dispute any charges that continue after your cancellation date. The Consumer Guarantees Act backs your right to fair treatment, and the Commerce Commission enforces it.

Whether you're cancelling due to cost, a preference change, or simply no longer needing the service, your decision is valid and legally protected. Act confidently, keep your cancellation proof, and monitor your account to ensure the cancellation sticks. Tocancel has helped thousands of consumers cancel unwanted subscriptions and understand their rights, and these steps work. If you encounter any obstacles, escalate through the channels outlined above. The law is on your side, and you have the power to take control of your account right now.