Name: My Tracky
Address: SA 44, 2nd Floor Lake City Mall, Ghod Bunder Road, Kapurbawdi, Thane, 400607, IN
Telephone: +91 8976023799

New Phone Generation Tracky Shipping, Returns & Escalation Policy Brand: Tracky Applicable to: All orders placed through the Tracky website, app, or other authorized sales channels. 1. Shipping Policy Tracky will arrange shipment of products purchased through its authorized sales channels through its appointed logistics/courier partners. The logistics partner may be selected by Tracky based on serviceability, delivery location, shipment type, product requirements, and operational considerations. Once an order is confirmed, Tracky will make reasonable efforts to process and dispatch the order within the applicable processing timeline. Delivery timelines may vary depending on the delivery location, courier serviceability, weather conditions, operational disruptions, public holidays, and other circumstances beyond Tracky's reasonable control. Customers will receive shipment/tracking details, wherever applicable, once the order has been handed over to the logistics partner. 2. Delivery Liability Tracky will remain responsible for coordinating with its logistics partners for shipments booked through Tracky. The logistics partner will be responsible for transportation and delivery of the shipment after pickup, subject to its applicable service terms. Tracky will coordinate with the logistics partner in cases of: Pickup delays Transit delays Delivery delays Shipment loss Shipment damage Incorrect delivery Failed delivery attempts Non-Delivery Reports (NDR) Return to Origin (RTO) Reverse pickup delays Other shipment-related complaints Customers are requested to report any shipping-related issue to Tracky rather than directly coordinating with multiple logistics partners. Tracky will coordinate with the relevant logistics partner and provide the customer with an appropriate resolution or status update. 3. Shipment Damage / Missing Products Customers are advised to inspect the package at the time of delivery. If the outer packaging appears visibly damaged, tampered with, opened, or otherwise compromised,

New Phone Generation the customer should: Take photographs and videos of the package before opening it. Record the issue with the delivery executive, wherever possible. Contact Tracky Customer Support immediately. Provide the order number and relevant photographs/videos. If a product is found to be damaged, missing, or incorrect after opening the package, the customer should raise a complaint within 24 hours of delivery. Tracky may request photographs, videos, packaging details, batch/serial number, invoice, or other information required to investigate the complaint. Subject to investigation and verification, Tracky may provide an appropriate resolution, which may include replacement, refund, or another suitable remedy. 4. Delivery Attempts The logistics partner will make delivery attempts at the address provided by the customer while placing the order. Customers are responsible for providing: Complete and accurate delivery address Correct PIN code Valid mobile number Availability of an authorized recipient to receive the shipment Tracky shall not be responsible for delivery failures arising solely from an incorrect or incomplete address, incorrect contact details, customer unavailability, refusal to accept the shipment, or other reasons attributable to the customer. Where operationally possible, Tracky may coordinate with the logistics partner for re-attempt of delivery. 5. Non-Delivery Report (NDR) An NDR (Non-Delivery Report) is generated when a shipment cannot be delivered during an attempted delivery. Common reasons may include: Customer unavailable Incorrect/incomplete address Customer requested reschedule Phone number unreachable Premises closed Delivery location not serviceable Customer refused delivery Other operational reasons Tracky will coordinate with the logistics partner for appropriate NDR resolution. Customers may be contacted by Tracky or its logistics partner to confirm availability or delivery details.

New Phone Generation 6. Return to Origin (RTO) An order may be returned to the Tracky/warehouse location if delivery cannot be completed after the applicable delivery attempts or due to reasons including: Customer refusal Incorrect/incomplete address Customer unavailable Incorrect contact details Delivery location not serviceable Repeated delivery failure Customer cancellation after dispatch, where applicable Other logistics-related reasons Once a shipment is marked as RTO, Tracky will coordinate with the logistics partner for return of the shipment. Where the RTO is attributable to a logistics failure, Tracky will investigate the matter with the logistics partner. Where the RTO is attributable to incorrect information, refusal, or unavailability on the customer's part, Tracky may apply the applicable cancellation/refund terms. 7. Reverse Pickup / Product Returns Where a product is eligible for return, Tracky will arrange reverse pickup through its designated logistics partner. The customer must ensure that: The product is securely packed. All applicable accessories/components are included. Original packaging is retained wherever required. The product is not physically damaged due to customer misuse. Any required invoice/order information is available. Reverse pickup timelines may vary depending on location and courier serviceability. A reverse pickup attempt will normally be initiated within 2 business days from approval of the return request, subject to serviceability. If the reverse pickup fails because the customer is unavailable or the product is not ready for pickup, Tracky may arrange another pickup attempt, subject to the applicable return conditions. 8. Return Eligibility Returns will be accepted only where the product meets Tracky's applicable return/exchange conditions. Returns may be considered in cases such as:

New Phone Generation Damaged product received Wrong product delivered Missing product/accessory Manufacturing defect Product received in an unusable condition Other cases specifically approved by Tracky Certain products may not be eligible for return due to their nature, usage, hygiene requirements, consumable status, medical-device requirements, or applicable regulatory requirements. For products such as CGM sensors and other medical/healthcare devices, returns may be subject to specific product-level terms and conditions. 9. Product Defect / Technical Complaint A technical or product complaint will be evaluated separately from a logistics complaint. Customers may be required to provide: Order number Product name Batch/lot number Serial number, where applicable Date of purchase Description of the issue Photographs/videos Device/app screenshots, where applicable Tracky's Product/Technical Support team may conduct troubleshooting before approving a replacement, return, or other resolution. For medical devices, any product-related complaint may also be evaluated in accordance with Tracky's applicable quality, safety, vigilance, and post-market surveillance procedures. 10. Shipping Escalation Matrix Tracky will follow the below indicative escalation timelines for logistics-related complaints:

New Phone Generation The above timelines are target service levels and may vary in exceptional circumstances, including force majeure, remote locations, courier restrictions, regulatory restrictions, or circumstances outside Tracky's reasonable control. 11. Escalation Process Customers may escalate an unresolved shipment issue by providing: Order ID Tracking/AWB number Registered mobile number/email Description of the issue Supporting photographs/videos/documents, where applicable Escalations will be reviewed by the relevant Tracky Customer Support/Operations team and, where required, escalated to the logistics partner. For unresolved cases, Tracky may escalate the matter internally to the appropriate Operations, Customer Experience, or Management team. 12. Lost or Damaged Shipments If a shipment is reported as lost or damaged during transportation, Tracky will initiate an investigation with the logistics partner. The investigation may include verification of: Case Type Initial Reponse / Action Traget Resolution / RCA Pickup Delay Within 12 hours Within 24 hours Transit Delay Within 24 hours Within 48 hours Delivery Delay Within 24 hours Within 48 hours NDR Within 24 hours Resolution within 48 hours Lost Shipment Within 24 hours RCA within 72 hours Damaged Shipment Within 24 hours RCA within 72 hours RTO Within 24 hours RCA within 48 hours Reverse Pickup Delay Within 24 hours Pickup within 24–48 hours, subject to serviceability Wrong Delivery Within 24 hours Investigation within 72 hours Missing Item / Accessory Within 24 hours Investigation within 72 hours

New Phone Generation Pickup scan Hub scans Transit records Delivery records Shipment weight Packaging condition Proof of Delivery (POD) Photographs, where available Courier investigation/RCA Any refund or replacement will be processed in accordance with Tracky's applicable policy and the outcome of the investigation. Tracky's liability shall be subject to applicable law and the specific terms governing the relevant product/order. 13. Proof of Delivery (POD) Where required, Tracky may obtain Proof of Delivery from its logistics partner. POD may include delivery date/time, recipient details, delivery confirmation, or other available delivery information. Requests for POD should be raised within a reasonable period after delivery. Tracky may not be able to retrieve POD information after the logistics partner's applicable record-retention period. 14. Shipping Charges Shipping charges, where applicable, will be displayed to the customer at the time of checkout or communicated through the applicable sales channel. Additional charges arising due to customer-provided incorrect address, re-shipment, special handling, or other customer-attributable circumstances may be applicable where permitted under the applicable order terms. 15. Packaging Requirements Tracky will make reasonable efforts to ensure that products are packed appropriately for transportation. Customers returning products must ensure that the product is adequately packed to prevent damage during reverse transportation. Tracky may reject a return claim where the product has been damaged due to inadequate customer packaging during a customer-initiated return, subject to applicable consumer laws. 16. Force Majeure Tracky and its logistics partners shall not be responsible for delays caused by circumstances beyond reasonable control, including but not limited to:

New Phone Generation Natural disasters Floods Fire Severe weather Accidents Strikes Civil disturbances Government restrictions Regulatory restrictions Transportation disruptions Epidemics/pandemics War or similar events Other force majeure circumstances Tracky will nevertheless make reasonable efforts to minimize the impact and resume delivery/service at the earliest possible opportunity. 17. Customer Responsibility Customers are responsible for ensuring that all information provided while placing an order is accurate and complete. Tracky will not be responsible for delays or failed delivery caused by inaccurate customer information, including incorrect address, PIN code, phone number, email address, or recipient details. Customers should also remain available to receive the shipment and cooperate with reasonable delivery/reverse-pickup requirements. 18. Policy on Liability Tracky will make reasonable efforts to ensure safe and timely delivery of products through its logistics partners. Tracky shall be responsible for coordinating and resolving customer-facing logistics issues for orders placed through Tracky's authorized channels, subject to applicable law. Nothing in this policy shall limit any rights or remedies available to customers under applicable Indian consumer protection laws. Where a logistics failure is established, Tracky will coordinate with the relevant logistics partner and take appropriate corrective action. 19. Contact for Shipping & Escalation For any shipping, delivery, return, RTO, reverse pickup, or logistics-related complaint, customers may 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 Please mention the Order ID / AWB Number in all shipping-related communications to enable faster resolution.

New Phone Generation Important Note This Shipping, Returns & Escalation Policy should be read together with Tracky's Terms & Conditions, Refund/Cancellation Policy, Warranty Policy, Privacy Policy, and applicable product-specific terms. In case of any conflict between this policy and applicable law, the provisions of applicable law shall prevail.

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