Tracky Return, Replacement & Refund Policy New Phone Generation 1. General Return Policy Tracky offers returns, replacements, or refunds only for products that are specifically eligible under this policy or are otherwise approved by Tracky. Due to the nature of healthcare products, medicines, consumables, disposable products, CGM sensors, and certain home healthcare/medical devices may be non-returnable once delivered or used. The applicable return eligibility will be clearly specified on the respective product page, wherever applicable. Nothing in this policy shall restrict any rights or remedies available to customers under applicable law. 2. Order Cancellation Customers may request cancellation of an order before the order is dispatched. Once an order has been dispatched, cancellation may not be possible. In such cases, the customer may be required to receive the shipment and follow the applicable return, replacement, or refund process, if the product is eligible. If an order is successfully cancelled before dispatch, the applicable refund will be processed through the original payment method or as otherwise permitted by Tracky. 3. Non-Returnable Products The following categories may generally be non-returnable: Medicines Consumables Disposable products CGM sensors and similar sensor-based products Products that have been opened, activated, applied, used, or installed, where applicable Certain home healthcare and medical devices Products specifically marked as "Non-Returnable" on the product detail page Products where return is restricted due to hygiene, safety, regulatory, or medical-device requirements. However, if a customer receives a non-returnable product that is damaged, defective, incorrect, missing components, or materially different from the product ordered, the customer may contact Tracky within the applicable complaint period. Tracky will evaluate such complaints based on the nature of the issue, product category, evidence provided, and applicable product-specific policy. 4. Damaged, Defective, Wrong or Incomplete Product If the customer receives a product that is: Effective Date: 11 September, 2026. th Brand: Tracky Applicable to: Products purchased through the Tracky website, app, or other authorized Tracky sales channels.

New Phone Generation Physically damaged Defective or non-functional Different from the product ordered Missing parts or accessories Missing components Materially different from the product description The customer should contact Tracky Customer Support within 24 hours of delivery. The customer may be required to provide: Order ID AWB/tracking number Product name Photographs of the package Unboxing video, wherever available Photographs/videos showing the product issue Serial number/batch/lot number, where applicable Description of the issue Tracky may conduct an investigation before approving a replacement, return, refund, or other resolution. 5. Unboxing Video and Packaging Evidence For high-value, electronic, medical, and healthcare devices, customers are strongly advised to record an uninterrupted unboxing video showing: The sealed outer package; Shipping label/AWB; Condition of the package before opening; Opening of the package; and Product and accessories received inside. An unboxing video may be requested by Tracky as supporting evidence during investigation of damage, missing items, wrong product, or tampering complaints. Failure to provide an unboxing video will not automatically invalidate a complaint; however, Tracky may consider the available evidence when determining the appropriate resolution. 6. Return Eligibility Conditions Where a product is eligible for return, the return will generally be accepted only if: The product is returned within the applicable return window; The product has not been damaged while in the customer's possession; The product returned is the same product supplied by Tracky; The product has not been misused, altered, or tampered with; All applicable accessories/components are included; The manufacturer's/brand's packaging is retained wherever applicable; MRP/serial/batch labels are intact, where applicable; User manuals and warranty documentation are included, wherever applicable; and The product complies with the applicable category-specific return conditions. Tracky reserves the right to reject a return where the product is returned in a condition materially different from the condition in which it was supplied, subject to applicable law.

New Phone Generation 7. Products Not Eligible Due to Customer Preference Returns may not be accepted merely because the customer has changed their mind or ordered an unsuitable product. Examples include: Incorrect model selected by the customer Incorrect colour selected Incorrect size selected Incorrect product ordered Change of preference Product no longer required Customer expectation differing from the product specifications Where applicable, customers are advised to verify product specifications, compatibility, model, size, and other relevant information before placing an order. 8. Products Marked "Non-Returnable" Products specifically marked "Non-Returnable" on the product detail page cannot ordinarily be returned. However, if the customer receives such a product in a damaged, defective, incorrect, incomplete, or materially non-conforming condition, the customer may raise a complaint with Tracky within 24 hours of delivery. Tracky will investigate the complaint and, where the issue is established, may provide a replacement, refund, or other appropriate resolution in accordance with the applicable product policy and law. 9. Replacement Policy Where a product is eligible for replacement, Tracky will first attempt to provide the same product/model/SKU. Replacement is subject to availability. If the exact same product is unavailable, Tracky may, at its discretion and subject to applicable law: Provide an alternative product with the customer's consent; Provide a refund; or Provide another appropriate resolution. A replacement request does not guarantee replacement where the product is unavailable or the complaint does not meet the applicable eligibility conditions. 10. Return Pickup Where Tracky approves a return, Tracky or its designated logistics partner will arrange reverse pickup from the customer's registered delivery address, subject to serviceability. The customer must: Keep the product ready for pickup; Pack the product securely; Include all applicable accessories/components; Ensure the product is in the approved return condition; and Provide reasonable cooperation during the pickup process. The first reverse pickup attempt will generally be initiated within 2 business days from approval of the return request, subject to courier serviceability and operational circumstances.

New Phone Generation 11. Failed Reverse Pickup A reverse pickup may fail due to: Customer unavailable; Product not ready for pickup; Incorrect address/contact details; Courier serviceability issues; Packaging not meeting applicable requirements; Customer refusal to hand over the product; or Other circumstances beyond Tracky's reasonable control. Tracky may coordinate another pickup attempt where operationally possible. If multiple pickup attempts fail due to circumstances attributable to the customer, the return request may be cancelled, subject to applicable law and Tracky's discretion. 12. Return Inspection Returned products may be inspected by Tracky, its authorized service centre, manufacturer, or logistics/warehouse partner. The inspection may include verification of: Product condition; Serial number; Batch/lot number; Accessories; Physical damage; Signs of misuse; Tampering; Activation/usage status; and Other relevant product parameters. The final resolution will be determined based on the investigation and applicable product policy. 13. Refund Policy Where a refund is approved, Tracky will initiate the refund after completion of the applicable verification/return process. Refunds will generally be made to the original payment method used for the order, subject to payment gateway/banking timelines. Where a replacement is approved but the exact same product is unavailable, Tracky may provide a refund instead of replacement. The refund amount may be subject to applicable deductions or exclusions where permitted by law and the applicable order terms. 14. International Orders Products purchased through international orders may be subject to different return, replacement, warranty, shipping, customs, and regulatory restrictions. Unless otherwise expressly stated on the product page or agreed by Tracky, international orders may not be eligible for physical returns or reverse pickup. Where a refund is approved for an international order, the refund will be processed subject to applicable payment, foreign exchange, banking, customs, tax, and regulatory requirements. 15. Medical Device / Healthcare Product Complaints For medical and healthcare products, Tracky may follow product-specific complaint and troubleshooting procedures before approving a return or replacement.

New Phone Generation Customers may be required to provide: Product serial number; Batch/lot number; Purchase details; Device/app screenshots; Usage information; Photographs/videos; and Other information required for technical investigation. Where applicable, Tracky may first provide troubleshooting support through its Customer Support or Technical Support team. This is particularly applicable to connected devices, CGM products, wearable devices, monitoring devices, and other healthcare products. 16. CGM / Sensor-Specific Returns and Replacements CGM sensors and other consumable/sensor-based products may be subject to product-specific replacement and complaint criteria because these products may be activated, applied, or used by the customer. Accordingly, a CGM sensor will not ordinarily be eligible for a change-of-mind return once supplied/activated/used. However, genuine product complaints such as premature sensor failure, failure to generate readings, repeated abnormal readings attributable to the device, sensor detachment, or other qualifying technical issues may be considered under Tracky's applicable CGM Replacement Policy.[1] Customers should report such issues within the applicable product-specific complaint window and provide the required product/usage details. 17. Personal Information Stored on Devices If an electronic device stores personal information, health information, login credentials, or other customer data, the customer must remove or delete such information before returning the product, wherever technically possible. Tracky will not be responsible for personal information remaining on a returned device due to the customer's failure to remove such information. Customers should also log out of accounts, disable device locks, and remove linked accounts where applicable. 18. Return Due to Logistics Damage Where damage occurs during transportation, the customer should report the issue within 24 hours of delivery. Tracky will coordinate with the logistics partner to investigate the shipment. The investigation may include: Shipment photographs; Unboxing video; Packaging condition; Pickup and transit scans; Shipment weight; Delivery records; Proof of Delivery; Courier investigation/RCA; and Other available shipment information.

Complaint Type Customer Complaint Window Initial Reponse Target Resolution / RCA Damaged Product Within 24 hours Within 24 hours Within 72 hours Wrong Product Within 24 hours Within 24 hours Within 72 hours Missing Item/ Accessory Within 24 hours Within 24 hours Within 72 hours Defective Product As per product policy Within 24 hours Within 3-5 business days Return Request As per product return Window Within 24 hours Subject to inspection Reverse Pickup Delay After Approval Within 24 hours 24 - 48 hours, Subject to serviceability Lost Shipment Within reasonable period after expected delivery Within 24 hours RCA within 72 hours RTO Complaint Within reasonable period of RTO notification Within 24 hours RCA within 48 hours Where logistics-related damage is established, Tracky will provide an appropriate resolution in accordance with this policy and applicable law. 19. Missing Item / Accessory If an item or accessory is missing from the delivered package, the customer must notify Tracky within 24 hours of delivery. Tracky may verify the packing records, shipment weight, warehouse records, photographs, unboxing video, and other available evidence before determining the resolution. Where the missing item/accessory is verified, Tracky may provide the missing item, replacement, refund, or another appropriate resolution. 20. Return and Escalation Timeline Tracky will endeavour to follow the below service levels The above are target timelines and may vary depending on product category, technical investigation, courier serviceability, manufacturer involvement, force majeure, or other circumstances beyond Tracky's reasonable control. 21. Escalation Process If a customer is dissatisfied with the resolution or if a complaint remains unresolved beyond the applicable service timeline, the customer may escalate the matter to Tracky's designated escalation team. The escalation should include:

New Phone Generation Order ID; Registered mobile number/email; Complaint/ticket number; AWB/tracking number, where applicable; Details of the issue; and Relevant supporting documents/photos/videos. Tracky will review the escalation and coordinate with the relevant internal team, manufacturer, service centre, or logistics partner, as applicable. 22. Abuse of Return Policy Tracky reserves the right, subject to applicable law, to restrict or decline return/replacement requests where there is evidence of: Product misuse; Intentional damage; Tampering; Repeated fraudulent claims; Product substitution; Return of a different product; Missing components/accessories; or Other misuse of the return process. Any such decision will be based on available evidence and applicable law. 23. Manufacturer Warranty A product covered by a manufacturer's warranty may be subject to the manufacturer's warranty terms. Where an issue falls under manufacturer warranty rather than Tracky's return policy, Tracky may facilitate or direct the customer to the authorized manufacturer/service centre, as applicable. Warranty terms do not override any mandatory rights available to the customer under applicable law. 24. Customer Support For return, replacement, refund, delivery damage, missing item, defective product, RTO, or reverse pickup-related complaints, customers should contact: Tracky Customer Support Email: info@drstore.in | info@mytracky.com Phone: +91 8976023799 Support Hours: Mon - Sat, 09:30 AM - 06:30 PM IST Customers should quote their Order ID and AWB/Tracking Number in all communications to enable faster investigation. Important Note This Return, Replacement & Refund Policy should be read together with Tracky's Shipping Policy, Cancellation Policy, Warranty Policy, Terms & Conditions, Privacy Policy, and applicable product- specific policies. Where a product-specific policy provides different return/replacement conditions, the product- specific policy will apply to that product. Nothing contained in this policy is intended to exclude or restrict any mandatory rights or remedies available to customers under applicable Indian law.