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 (Green Common, Watson's), third-party resellers (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: email@example.com
- Europe, the Middle East and Africa: firstname.lastname@example.org
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
- Order No.:
- Reason for refund:
- Bank Account Holder Name:
- Bank Account Number:
- Bank Name:
- Bank Code:
- Attach a copy of your receipt:
How to Return Unused Kits
For purchases in Asia-Pacific and the Americas
Please note that customers do not need to return unused kits to us. We recommend that you deactivate any kits that you do not intend to use, in order to prevent anyone else from using them.
To deactivate your kit: Kindly contact us at email@example.com with the 14-digit product barcode (e.g. 2XXX-XXXX-XXXX-XX). You may dispose of the unused kits once the deactivation process is completed.
For purchases in Europe, the Middle East and Africa
Please email us at firstname.lastname@example.org for more detailed instructions.
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
Please consult with us to check if your purchase is eligible for a refund. Do kindly note that a refund request which does not meet our internal policy or guidelines may not be processed.
For purchases in the Asia-Pacific region and the Americas, please email us at email@example.com.
For purchases in Europe, the Middle East and Africa, please email us at firstname.lastname@example.org.
Returning damaged or faulty items
In case you have received a damaged or wrong product, we are very sorry about this!
Please reach out to our team for a replacement (No worries! It’s free of course):