Effective Date: 8 September 2026
Last Updated: 8 September 2026
This Return and Replacement Policy applies to products purchased through www.ioctstore.com, an e-commerce platform operated by BIOOCT Healthcare Technologies Private Limited (“IOCT Store”, “we”, “us” or “our”).
This Policy should be read together with our Terms and Conditions, Cancellation Policy, Shipping and Delivery Policy, Refund Policy, Warranty Policy and Privacy Policy.
Customers may request a return or replacement within 7 calendar days from the date of delivery, subject to the conditions stated in this Policy.
Transit damage, missing items, tampered packages or incorrect products must be reported within 48 hours of delivery so that we can promptly investigate the issue with the courier partner.
The date recorded by the courier partner as the successful delivery date will ordinarily be treated as the date of delivery.
Requests submitted after the applicable period may be handled under the product’s Warranty Policy where the issue is covered by warranty.
Submitting a request does not automatically mean that the return or replacement has been approved. All requests are subject to verification and inspection.
A product may be eligible for return or replacement where:
The product was physically damaged during transit;
The product has a verified manufacturing defect;
The product does not power on or perform its essential stated function;
The product received is different from the product ordered;
The model, colour, quantity or variant delivered is incorrect;
The shipment is missing an essential product, part or accessory;
The product is materially different from its description on IOCTstore.com;
The product has evidence of prior use when sold as new; or
Another return or replacement right applies under applicable law.
A minor variation in colour, texture, finish, dimensions, packaging or appearance caused by photography, display settings, manufacturing tolerance or a non-material product update will not by itself qualify as a defect.
Unless expressly stated on the product page, IOCT Store does not ordinarily accept returns or replacements for:
Change of mind;
Accidental orders;
No longer needing the product;
Finding the product at a lower price elsewhere;
Dislike of the colour, appearance or size after delivery;
Failure to check product dimensions or compatibility;
Ordering the wrong model or variant; or
Personal preference unrelated to a product defect or fulfilment error.
Customers should review the product description, dimensions, specifications, power requirements, included accessories and intended use before completing an order.
IOCT Store may approve a discretionary change-of-mind return in exceptional cases. Such approval is not guaranteed and may be subject to the product remaining unopened, unused, undamaged and in fully resalable condition.
To qualify for return or replacement, the product should ordinarily be:
In its original condition, except for a defect being reported;
Returned with its original packaging;
Accompanied by the invoice or proof of purchase;
Returned with all accessories, cables, adapters, manuals, warranty cards and promotional items;
Identifiable by its original serial number or product label;
Free from damage caused after delivery; and
Securely packed for reverse transportation.
The customer may open and reasonably inspect or test the product to identify a defect. Reasonable testing will not by itself make a genuine defective-product claim ineligible.
A return or replacement may be declined where:
The request is submitted outside the applicable return period;
No qualifying defect, damage or fulfilment error is found;
The product has been misused, neglected or handled improperly;
Damage resulted from dropping, impact, liquid exposure, fire, excessive heat or another external cause;
The product was operated using an incompatible or unauthorised power supply, adapter or accessory;
Operating, installation, charging, cleaning or maintenance instructions were not followed;
The product was opened, repaired, altered or modified by an unauthorised person;
The serial number, security seal, warranty label or product identification has been removed, altered or made unreadable;
Essential accessories, parts, manuals, packaging or free gifts are missing;
The returned product is different from the product originally supplied;
The defect results from normal wear and tear;
The issue concerns a minor cosmetic variation that does not affect functionality;
The product was customised, personalised or specially manufactured for the customer;
The product was marked “Non-Returnable” before purchase, subject to applicable law;
The issue is caused by incorrect storage, transportation or use by the customer;
The product is found to be functioning according to its stated specifications; or
There is evidence of fraudulent, abusive or repeated misuse of the return process.
These restrictions do not remove any non-excludable right available to a customer for a genuinely defective, damaged, unsafe, incorrectly supplied or materially misdescribed product.
For cooling products used with medicines, insulin, expressed breast milk, skincare, food, beverages or other temperature-sensitive items, customers must follow the storage instructions of the relevant item’s manufacturer or healthcare professional.
The following will not ordinarily be treated as a product defect:
Use outside the stated ambient-temperature range;
Failure to pre-condition, pre-cool or operate the product as instructed;
Use with an unsuitable power source;
Opening the product more frequently or for longer than recommended;
Overloading or blocking internal airflow;
Expecting a temperature outside the product’s published operating range;
Temporary variation occurring during startup or normal operating cycles; or
Failure to independently verify the suitability of the product for a specific medicine or item.
Customers should discontinue use and contact support if the product displays abnormal operation, physical damage, overheating or another potential safety concern.
If a product arrives physically damaged, the customer should contact IOCT Store within 48 hours of delivery.
The request should include:
Order number;
Customer name and registered contact details;
Clear description of the damage;
Photographs of the outer courier package;
Photographs of the inner product packaging;
Photographs showing the damaged area;
Photograph of the shipping label;
Product serial number, where applicable; and
An unboxing video, if available.
An unboxing video is strongly recommended because it may assist with verification and the courier claim.
However, the absence of an unboxing video will not automatically invalidate a genuine claim.
Customers should retain the product, packaging, invoice, accessories and shipping label until the claim is resolved.
If a product has a functional or manufacturing defect, the customer should submit a request within 7 calendar days of delivery.
We may initially provide troubleshooting assistance to determine whether the issue can be resolved through:
Correct product setup;
Charging or power-source verification;
Operating guidance;
Resetting or configuration;
Environmental adjustments; or
Another reasonable technical step.
Providing troubleshooting assistance does not remove the customer’s right to an appropriate remedy where the product is verified as defective.
If the reported issue cannot be resolved remotely, we may arrange collection or ask the customer to send the product to an authorised service or inspection location.
If a customer receives a product different from the item ordered, the customer should:
Report the issue within 48 hours of delivery;
Avoid using, installing or damaging the product;
Retain all packaging, labels and accessories; and
Submit photographs of the product, model details and shipping label.
After verification, IOCT Store will arrange collection and provide the correct product, subject to availability, without additional shipping charges.
If the correct product is unavailable, the customer may choose an appropriate alternative or receive a full refund for the incorrectly delivered product.
If an order is delivered with a product, essential component or listed accessory missing, the customer should report it within 48 hours.
IOCT Store may review:
Warehouse packing records;
Product and shipment weight;
Packaging records;
Serial-number information;
Courier records; and
Photographs or videos submitted by the customer.
After verification, we may provide the missing item, replace the complete product or offer another appropriate remedy.
Customers may submit a request through the customer account, if available, or contact:
Email: support@ioctstore.com
Customer Support: +91 8610977460
The request should include:
Order number;
Customer’s full name;
Registered mobile number or email address;
Product name and serial number;
Reason for the request;
Description of the problem;
Supporting photographs or video; and
Preferred resolution, where applicable.
The request should be submitted using the registered contact details associated with the order.
After receiving the request, IOCT Store will conduct an initial review of the information provided.
We may:
Ask for additional photographs, videos or documents;
Request basic troubleshooting;
Confirm product and serial-number information;
Arrange a remote video inspection;
Schedule a reverse pickup; or
Direct the customer to an authorised service or inspection centre.
We aim to communicate the initial decision or next step within 2 to 5 business days after receiving all required information.
Where a return is approved and pickup service is available, IOCT Store or its logistics partner will arrange collection from the original delivery address.
The customer must:
Include the product and all supplied accessories;
Use the original packaging where reasonably available;
Pack the product securely;
Remove any personal items stored inside the product;
Keep the product ready on the scheduled pickup date; and
Obtain or retain the pickup receipt or tracking details.
Pickup timing depends on courier availability and serviceability.
If reverse pickup is unavailable at the customer’s location, we may ask the customer to ship the product to an authorised address. Shipping instructions must be obtained from IOCT Store before sending the product.
Customers should not return a product without an approved return request or valid return-authorisation reference.
IOCT Store will bear reasonable reverse-shipping costs where the return is approved because:
The product was damaged during delivery;
The product has a verified manufacturing defect;
An incorrect product was delivered;
An essential item or accessory was missing;
The product was materially misdescribed; or
The return resulted from an error attributable to IOCT Store.
The customer may be responsible for reverse-shipping costs where:
A discretionary change-of-mind return is approved;
The customer ordered an incorrect model, quantity or variant;
The delivery address or information provided was incorrect;
No defect or fulfilment error is found after inspection; or
The product is returned for a reason not attributable to IOCT Store.
Any customer-paid shipping arrangement must use a trackable and suitably insured delivery service.
Approved reasonable shipping charges may be reimbursed where the claim is subsequently verified as eligible.
All returned products may undergo inspection after reaching IOCT Store or an authorised service location.
Inspection may include:
Serial-number and purchase verification;
Physical-condition assessment;
Accessory and packaging verification;
Functional testing;
Power and charging tests;
Temperature-performance testing, where applicable;
Examination for misuse, impact, liquid exposure or unauthorised repair; and
Verification of the reported issue.
Inspection generally requires 3 to 7 business days after the returned product is received. Complex technical issues may require additional time.
The customer will be informed if additional testing is required.
If the product is found eligible, IOCT Store may approve replacement with:
The same model and variant;
An equivalent product with the customer’s consent; or
Another appropriate remedy where the original product is unavailable.
A replacement is generally dispatched within 3 to 7 business days after inspection approval and subject to stock availability.
Replacement products are delivered according to the Shipping and Delivery Policy.
The replacement product’s warranty will continue for the remaining original warranty period or any minimum period required by applicable law, unless a different written warranty is provided.
For minor, repairable or service-related issues, particularly those reported after the 7-day return period, the product may be handled under the Warranty Policy.
A repair may be offered instead of replacement where:
The return period has expired;
The issue can be fully corrected through repair;
Replacement stock is temporarily unavailable;
The warranty terms provide for repair; or
Repair is an appropriate remedy under applicable law.
The customer will be informed before the product is moved into a chargeable out-of-warranty repair process.
If an approved replacement cannot be provided because the product is discontinued or unavailable, the customer may be offered:
An equivalent product;
Store credit, with the customer’s agreement; or
A refund to the original payment method.
A customer will not be required to accept store credit instead of a legally due refund.
If inspection determines that the product is not eligible for return or replacement, we will communicate the reason to the customer.
The original product may be shipped back to the customer. The customer may be responsible for return-delivery and inspection charges where:
No defect is found;
The damage resulted from misuse;
Items or accessories are missing;
The returned product does not match the original order; or
The claim is found to be fraudulent.
Any applicable charge will be communicated before redispatch.
Before returning a product, customers must remove all medicines, insulin pens, breast milk, skincare products, food, beverages and other personal items.
IOCT Store is not responsible for personal items sent inside a returned product.
Where a product has digital or connected features, customers should remove personal data, disconnect linked accounts and restore factory settings where possible before return.
Where a refund is approved instead of replacement, it will be processed according to the IOCT Store Refund Policy. Refunds will ordinarily be issued to the original payment method. Payment-provider and banking processing timelines may apply.
After the return and replacement period has expired, eligible manufacturing defects may be covered under the applicable product warranty. This Policy does not replace or reduce the warranty supplied with the product. Nothing in this Policy restricts any non-excludable consumer right or remedy available under applicable Indian law.
For return or replacement assistance, contact:
BIOOCT Healthcare Technologies Private Limited
305, Covai Tech Park
Nehru Nagar West
Coimbatore – 641014
Tamil Nadu, India
Website: www.ioctstore.com
Email: support@ioctstore.com
Customer Support: +91 8610977460
Support Hours: Monday to Saturday, 9:30 a.m. to 6:00 p.m. IST, excluding public holidays
If a return or replacement request is not resolved through customer support, contact:
Name: Full Name of Grievance Officer
Designation: Grievance Officer – IOCT Store
Email: support@ioctstore.com
Telephone: +91 8610977460
Address: 305, Covai Tech Park, Nehru Nagar West, Coimbatore – 641014, Tamil Nadu, India
Please include the order number, return-request number, earlier support-ticket details and the resolution requested.
© 2026 BIOOCT Healthcare Technologies Private Limited. All rights reserved. IOCT Store is a BIOOCT product platform.
