I'm in my last subscription month. How do I return my device?
As you approach the last month of your current subscription's minimum term with Circular, you're presented with a few choices to consider for moving forward. Here's what you can do next:
- Continue with the current device
- Change to a different device
- Cancel the subscription and return the device
If you decide to conclude your journey with Circular by cancelling your subscription, you can do so smoothly after making the final payment for your current subscription. To cancel your subscription and arrange for a device return (at no additional cost to you), please fill out the cancellation form at least 7 days before the end of your current subscription term.
Upon receiving the form submission, we will confirm with you via email regarding:
- Your eligibility for subscription cancellation. This review will include checking for any outstanding payments or applicable Early Cancellation Charges.
- Your preferred date, time, and location for a device collection by one of our employed couriers. Please note, Circular does not offer next-day, weekend, or public holiday collections.
- The instructions to prepare for a device return by restoring the device to its factory settings and repacking the device along with all original accessories into the original box.
Do note that only upon successful device return, only then your subscription will be temporarily paused to halt further monthly charges. As such it is recommended to ensure that your appointment date is before your next billing cycle.
Your subscription will be officially cancelled once Circular has received and inspected the returned device to ensure it meets our return conditions.
Preparing your Circular device for return
To ensure a smooth return process for your Circular device, we ask that you take the following steps to protect your data and help us to expedite the refurbishment process:
- Backup your data: This ensures that you won't lose any important information.
- Perform a factory reset: Specific guides for performing a factory reset on different devices can be found here. It is essential to remove the Activation Lock (Apple, Android), disable the 'Find My' feature, and deactivate any PIN locks or codes.
- Remove physical accessories: Detach any accessories attached to the device, such as screen protectors and phone cases.
- Package the device: Place your old device along with its original accessories (e.g., charging cable) back into its original packaging. Please note, the brown delivery box is not required for the return.
Courier collection
For customers in Singapore, the return of your Circular device is made convenient with a scheduled courier service. At the scheduled time, either you or someone you've appointed should be available to hand over the device to our courier. To ensure a smooth handover process, the courier typically attempts a phone call or a text message prior to their arrival. It's important to make sure that the contact number provided is accessible during your chosen collection schedule. Additionally, they have been instructed to take pictures of the device and your house unit as proof of collection.
Self-Drop Off
Starting 12 December 2024, Circular has partnered with Mister Mobile, Flow Services & PickUpp to offer a convenient return option for eligible subscriptions. If your subscription qualifies, this option will appear in the cancellation form .
To return your device:
- Submit your Termination Request.
- Drop off your device at the selected return location at least 2 days after the form submission.
- Once the device is returned, you will receive a Device Return confirmation email.
Please note:
- Your subscription will remain active until the device has been successfully returned at any return location.
For more details or to locate a Mister Mobile store near you, visit this link.
For more details on Flow Services, visit this link.
For more details or to locate a PickUpp Service Point near you, visit this link.
What happens after I have returned my Circular device?
Upon device return, our refurbishment team will evaluate the device to identify any damages and determine the necessary repairs. Circular covers 90% of the repair costs (if repair is required) under our Damage Cover policy, and you will be responsible for the remaining 10% of the repair costs. We will inform you of this amount and the charges will be applied accordingly.
If your device is locked due to a password or is still linked to your "Find My Device" or "Find My" account upon return, Circular's team will make multiple good faith attempts to contact you, requesting that you remove the lock or unlink the device from your account, and to reset the device to its factory settings. If these attempts are unsuccessful and the device remains locked or linked, Circular will treat the device as if it has been sold to you. Consequently, you will be charged the full price of the device as listed by Circular.
Once the refurbishment process is complete and any necessary payments are settled, we will officially cancel your subscription.
Find out more: Do I need to keep the original device box and accessories?
What happens if I missed the device collection?
If the device collection is unsuccessful due to your absence or any other reason at the agreed-upon time, date, and location, Circular will resume your subscription. This means that monthly payments will continue to be charged on your original monthly due date. These charges will persist until Circular has successfully collected the device from you.
Please reach out to us as soon as possible via email at help_sg@nowcircular.com to inform us of the situation. We will work with you to reschedule the collection to a more convenient date, time, or location.