Exchange and refund policy

Our Policy

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. 
• We do NOT offer refunds or replacements for expired kits.

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 are here.

*Exclusions apply: Refunds/ Returns/ Cancellations are not applicable for the following:

• CircleDNA kit upgrades

• Raw data requests

• Digital gift cards

• Products purchased on special offer during sales periods. Please refer to the specific sales campaign directly for refund/ cancellation eligibility

How to Cancel an Order & Request a Refund

To cancel your order and request a refund for your purchase, kindly contact us at [e-mail] within 30 calendar days of your purchase.

To facilitate your request, please state that you are requesting a refund and provide the below information:

For Online Purchases

1. Order number: globalXXXXXXXXXX
2. Reason for refund:
3. Name:
4. Email associated with your purchase:
5. Credit card issuer (Visa, AMEX, or Mastercard):
6. Last 4 digits of credit card:
7. 14-digit product barcode (if product has been received):

For In-store Purchases ( Hong Kong customer only)

1.   Order No.:
2.   Reason for refund:
3.   Bank Account Holder Name:
4.   Bank Account Number:
5.   Bank Name:
6.   Bank Code:
7.   Amount:
8.   Attach a copy of your receipt:

Refund Process

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.

CircleDNA does not assume responsibility for any charges incurred if a return shipment is independently arranged through a courier of your choice without prior approval or authorization from the CircleDNA team. Refunds for such expenses will not be provided.