Tracky CGM – Replacement Guidelines

Last Updated : January 2026

1. CGM has not collected any data within the first 10 days of installation.

2. CGM has not collected any data for more than 2 Days

3. Continuous low or high reading by the sensor for more than 72 hours.

4. Transmitter is not charging for more than 1.5–2 hours.

5. While charging, the transmitter’s white light does not turn blue.

6. The transmitter is not showing any light i.e. does not blink and remains stable with white light.

7. The transmitter discharges during the 14-days study.

Tracky CGM – Company Policy

1. CGM will be considered for replacement only when reported to DrStore within 3 days of the fault.

2. No replacement or refund will be provided after 10 days of usage.

3. If a sensor is damaged due to user error or user-related issues, no refund or replacement will be provided.

4. In case of reading issues, customers must verify readings using a clinically verified glucometer like Accu-Chek, Contour & One-Touch (Early Morning Fasting, 2 hours after Lunch, and 2 hours after Dinner) and share the results.

5. In case of a faulty product, the customer must send the old sensor/transmitter along with the original outer box via courier. Courier charges are to be borne by the customer.

• If the box is misplaced, no replacement will be provided.

6. If a customer faces any issue, they must contact the chatbot support first before removing the sensor.

• If the sensor is removed without contacting support, no refund or replacement will be given.

7. For virtual support, customers must connect through the official chatbot support number.

Disclaimer: In case of improper device placement or needle dislodgement, no replacement will be provided.

Do's & Dont's

Do’s

✅For Free virtual Installation, customers must connect through the Customer Care Helpline Number +91 8976023799 or official chatbot support Line.

✅Report any sensor or transmitter issue to DrStore within 3 days.

✅Provide the Transmitter Serial Number for verification.

✅Please keep the applicator box which has QR code with you until the study of 14 days is completed.

✅Verify abnormal readings using a clinically verified & approved glucometer and share the results.

✅Keep the original sensor/transmitter box safe for replacement purposes.

✅Contact the official chatbot support before removing the sensor.

✅Send faulty devices (sensor or transmitter) through courier if requested.

Don’ts

❌Do not remove the sensor before contacting chatbot support.

❌Do not expect replacement/refund after 10 days of use.

❌Do not request replacement if the damage occurred due to user error/mishandling.

❌Do not misplace the original box—replacement cannot be processed without it.

❌Do not ignore verification steps (like glucometer comparison) when reading issues occur.

❌Do not charge the transmitter using any cable other than the one provided in the box.