Return with DHL

Important Notice: 

1. You must return your sample from the same country where your purchase was delivered to. 
2. Please make sure to activate your sample to your CircleDNA Account prior to returning.
3. Please do not throw away any of your return materials, as removing the documentation could cause delay or failure of your sample return. 
4. Please make sure the barcode is well labelled on the test tube.
   
5. Please only return the white "DNA Collection Kit" box and you do not have to return the black/colored outer box.
6. If you have more than 1 Circle Kit in the same order, you may return all samples with the same provided return materials.
   

Each CircleDNA collection kit comes with a set of prepaid shipping materials. Your DNA sample is stable at a wide range of temperatures once it is mixed with our stabilisation buffer liquid in your collection tube, but we encourage you to ship your collected sample to us at your earliest convenience.

DHL customer service hotline:

Canada: 1-855-345-7447
Denmark: 45 70 345 345
United Kingdom: 0344 248 0012
Spain: 902 12 24 24

Returning Your Sample

You may choose to return your sample in one of three ways:

• A) Schedule a pick-up with DHL online; or,
• B) Schedule a pick-up with DHL by phone call; or,
• B) Drop off directly at your local DHL branch

Option A) How to schedule a Pick-up with DHL online

Please follow the instructions below to schedule a DHL pickup to return your sample to CircleDNA's lab:

1. Go to MyDHL+ (https://mydhl.express.dhl/index/en.html) and choose your country

   
   
   

2. Click on “Ship” and “Schedule a Pickup”
   
   
   

3. Select “NO” as we already created a return label for you and select “I have a DHL Waybill Number”
   
   
   
4. Fill in the waybill number and your contact details and select your preferred pickup date and time slot following the steps
   
   
   
5. Once you have completed the online pickup booking, you will receive a confirmation email and a pickup reference number

Option B) How to schedule a Pick-up with DHL by phone call

1. Call your local DHL hotline (here) 
2. Provide the tracking number and any other information to arrange for a courier pickup

DHL Tracking Number	The 10-digit return shipping tracking number may be found on your return shipping waybill (sample below)
Shipment type	Global return shipment
Recipient	Prenetics Unpack Team
Payment	Paid by receiver
Number of packages	Number of samples you are returning
Type of Packaging	Courier plastic bags
Weight	0.5kg
Contents	Plastic Swab in Plastic Tube
Value	USD$1

Option C) How to Drop-off at your Local DHL Branch

Alternatively, you may drop off your sample at your local DHL branch. Please select "Find a location" on DHL webpage and book a drop off date and time. Click here for more information.

Lastly, please remember to keep your 10-digit tracking number to track your shipment progress.

4. What Happens Next 

To track your sample, simply input your 10-digit tracking number at DHL website, and you will be able to receive the most updated status of your shipment to our lab.

Once your sample reaches our laboratory, you can receive the latest status of your sample. It takes up to 3 business days for the sample to be registered. An update will be shown on the Circle mobile app once registration is complete.

It may take up to 18 business days to analyze your DNA and generate your personalized Circle results for you.

You can find up-to-date information about your sample during our lab processing procedure, by checking directly in your Circle mobile App. 

Note: 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.