Tracky CGM – Replacement Guidelines

1. Sensor falls off within the first 10 days of Installation.
2. CGM has not collected any data for more than 48 hours.
3. Continuous low or high reading by the sensor for more than 48 hours.
4. Transmitter is not charging for more than 1.5–2 hours.
5. While charging, the transmitter’s white light does not blink / white light isn’t turning blue.
6. The transmitter is not showing any light.
7. The transmitter discharges during the 14-day study.

Tracky CGM – Company Policy

1. CGM will be considered for replacement only when reported to Dr Store Tracky within 3 days of the fault observed.
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 difference, customers must verify readings using a clinically certified glucometer like Accu-Chek, Contour & One Touch etc (Early Morning Fasting, 2 hours after Lunch, and 2 hours after Dinner) and share the results.
5. It is not recommended to wear the CGM sensor during sauna sessions, steam baths, cryotherapy, ice baths, or while using a Jacuzzi, and avoid prolonged or regular swimming.
6. Exposure to extreme temperatures, high humidity, or extended water contact may affect sensor adhesion and performance.
7. In case of a faulty product, the customer must send the old sensor/transmitter along with the original box via courier. Courier charges are to be borne by the customer.

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

1. 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.

1. For virtual support, customers must connect through the Customer Care Helpline Number +91 8976023799, email us on info@mytracky.com or official chatbot support number or scan the below QR.

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

Do’s & Don’ts

Do’s

1.       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.
• Verify abnormal readings using a clinically certified 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 i.e. getting alerts for high and low readings.
• Do Not wear the CGM during sauna, steam baths, cryotherapy, ice baths, or Jacuzzi. Avoid prolonged or regular swimming while wearing the sensor.