Returns and Exchanges
Please read the following information regarding the return of items.
The following steps will help ensure you get your refund or exchange as quickly as possible.
- Read the following returns information contained on this page.
- Download the returns document here and follow the instructions on the form.
- If your return is due to a faulty product or we have sent you the incorrect prescription to what you ordered, please contact us first at firstname.lastname@example.org so we can assess whether we will cover your return shipping.
Replacement or credit
If you are not satisfied with any Products that you receive from us, please let us know as soon as possible as we may be able to replace the Products for you. In some circumstances, we may provide a credit instead of replacement at our discretion.
Although we strive to provide our Products in top condition, sometimes there are matters beyond our control. In the unlikely event that the Products you receive are defective, or a blister pack is opened, or in the event that a Product is being returned because we have accidentally sent you the wrong item, you can either request a refund or replacement of the Product by notifying us in writing. Please email us at email@example.com or contact us via the details as referenced on our Contact Us page on our Site.
What you must return to us
To receive a replacement or refund, you must first return the Product to us in its original condition with tamper seal stickers still intact (including any Dimple packaging, but excluding any exterior delivery packaging to be unopened and unmarked). Any Products that are returned to us will be thoroughly assessed by our team, and upon confirmation that they satisfy the conditions specified above, will be refunded. A return processing fee of HKD 20 will be deducted from the refund.
Where Dimple has already taken payment, we will endeavour to credit your payment card with the amount of the refund within 30 days of the date your return the Products to us.
If you have placed an order with the wrong contact lens prescription, or if your contact lens prescription has changed since you placed the order with us, we will accept changes provided the Products have not expired and they are in their original unopened packaging, as specified above. Any return postage/shipping costs shall be at your sole expense.
Products to be exchanged must be returned to us within 30 days of the date the Products were shipped to you. Before sending any Products to us for exchange, please email us at firstname.lastname@example.org or contact us via the details as referenced on our Contact Us page on our Site and clearly state the reason for the exchange.
Please ensure that all Products are carefully packed before returning to us to ensure they are not damaged in transit. Our Products should be packed in a suitable shipping box or bubble wrap mailer bag. We DO NOT recommend that you pack our Products in an envelope and we shall not be responsible for any damage sustained in transit.
Shipping costs on Returns
For returns other than damaged, expired or incorrect product, you must pay the costs involved in shipping the returned Products back to us.
If you have received goods that are either expired, damaged, faulty or are the incorrect prescription, you must send us an email email@example.com with a photo of the Products in dispute. If we consider that Dimple is at fault, we will generate a return label that you can use to ship the Products back to us at no charge to you.
Return to Sender (Incorrect Address)
If any packages are returned to us due to an incorrect delivery address or other reasons, we will contact you to determine next steps.
If we are to resend the package by Hong Kong Post, we will charge HKD 20 to cover the return order processing fee.
If we are to resend the package by DPEX, we will charge HKD 20 to cover the return order processing fee, plus HKD 80 to cover the Return to Sender cost charged by DPEX.
If you decide to have the order refunded, we will refund the order amount less the cost of the return order processing and Return to Sender fee.