Customer happiness and satisfaction are very important to us. If you are not satisfied with the product, please let us know.
Standard Order Cancellation & Refund Policy
There are a few important things to keep in mind when requesting a refund for your CircleDNA kit*.
- You have up to 30 calendar days to cancel your order and request a refund from the date you place your order.
- ONLY items that have been purchased directly from CircleDNA, either from CircleDNA.com (except for CircleDNA Vietnam) or at Circle by Prenetics Retail Store (with a valid, original receipt), can be refunded directly.
- CircleDNA is NOT responsible for refunds on products purchased through other authorized retailers (including but not limited to: Green Common, Watson's), third-party resellers (including but not limited to: eBay, Carousell, Shopee etc.), and corporate programs. Products purchased through other retailers will follow their respective returns and refunds policy.
For CircleDNA Premium customers
- On top of the standard policy above, a “30-Day Risk-Free Trial” is offered exclusively for our CircleDNA Premium customers. More details here.
*Refunds and exchanges are not applicable for kit upgrades and raw data requests.
How to Cancel an Order & Request a Refund
To cancel your order and request a refund for your purchase, kindly contact us within 30 calendar days of your purchase :
- Asia-Pacific and the Americas: firstname.lastname@example.org
- Europe, the Middle East and Africa: email@example.com
To facilitate your request, please state that you are requesting a refund and provide the below information:
For Online Purchases
- Order number: CIRXXXXXXXXXX
- Reason for refund:
- Email associated with your purchase:
- Credit card issuer (Visa, AMEX, or Mastercard):
- Last 4 digits of credit card:
- 14-digit product barcode (if product has been received):
For In-store Purchases ( Hong Kong customer only)
- Order No.:
- Reason for refund:
- Bank Account Holder Name:
- Bank Account Number:
- Bank Name:
- Bank Code:
- Attach a copy of your receipt:
Once we receive your request and confirm your eligibility, a refund will be initiated immediately. The refund process will depend on your original payment method:
- We do not issue refunds for cash
- For online purchases where payment is made by credit card/PayPal/Atome, refunds will be sent through the original payment method, within 14 business days of confirmation of the refund/cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
- Refunds must go back to the card used for the original transaction. We cannot send a refund back to a different credit card.
- If your card is no longer valid (expired or cancelled), we strongly recommend reaching out directly to your bank for assistance. Generally, if the cardholder has the same card issuer and bank account, funds will normally be credited back to that account.
- For CircleDNA in-store purchases, any eligible refunds will be processed in the form of bank transfers. Refunds will be deposited into the provided bank account in 7 – 14 business days.
Restrictions and Exclusions
Do kindly note that a refund request which does not meet our internal policy or guidelines may not be processed.