Effective Date: 8 September 2026
Last Updated: 8 September 2026

This Refund Policy applies to eligible orders placed 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, Return and Replacement Policy, Shipping and Delivery Policy, Warranty Policy and Privacy Policy.

1. Refund Eligibility

A customer may be eligible for a full or partial refund in the circumstances described below.

1.1 Cancellation before dispatch

A refund may be issued when a prepaid order is successfully cancelled before dispatch according to our Cancellation Policy.

1.2 Cancellation by IOCT Store

A full refund will be issued when IOCT Store cancels a prepaid order because of:

• Product unavailability;

• Inability to fulfil the order;

• Product-quality or safety concerns;

• Incorrect pricing or product information;

• A non-serviceable delivery location identified after payment;

• A verified technical or operational error; or

• Another reason attributable to IOCT Store.

No cancellation charge will be imposed where IOCT Store cancels the order.

1.3 Approved product return

A refund may be issued after a returned product is received, inspected and approved under the Return and Replacement Policy.

A refund will generally be considered where:

• A replacement is unavailable;

• The product is damaged, defective or materially misdescribed;

• An incorrect product was delivered;

• The delivered product is missing essential parts and the issue cannot be corrected;

• Repair or replacement cannot be completed within a reasonable period; or

• A refund is otherwise required under applicable law.

1.4 Lost shipment

A refund may be issued when the courier partner confirms that a prepaid shipment has been lost before delivery and the customer does not choose or cannot receive a replacement.

1.5 Failed delivery attributable to IOCT Store

A refund may be issued when delivery cannot be completed because of an error attributable to IOCT Store, such as an incorrect shipment, fulfilment failure or unsupported serviceability confirmation.

1.6 Failed or duplicate payment

A refund may be issued where:

• Payment is debited but no valid order is created;

• The same order is charged more than once;

• The payment gateway confirms a failed transaction but funds were received by IOCT Store; or

• An amount collected exceeds the final payable order amount.

1.7 Pre-order cancellation

A refund may be issued for an eligible pre-order cancelled under the terms displayed at the time of purchase and our Cancellation Policy.

If IOCT Store cannot fulfil a pre-order or materially delays the estimated dispatch timeline, the customer may choose a full refund of the amount paid for the affected product.

2. Situations Not Eligible for Refund

A refund may be declined where:

• The request is made outside the applicable cancellation, return or warranty period;

• The product was delivered correctly and no qualifying defect or fulfilment error exists;

• The customer changed their mind after dispatch or delivery, unless a discretionary return is approved;

• The customer ordered an incorrect model, colour, quantity or variant;

• The product has been misused, neglected, modified or damaged after delivery;

• Operating, charging, installation, maintenance or safety instructions were not followed;

• The product was repaired or opened by an unauthorised person;

• The serial number, warranty label or security seal was altered or removed;

• Essential accessories, packaging, manuals, free gifts or supplied items are missing;

• The returned product is different from the product originally supplied;

• Inspection does not confirm the reported defect;

• The issue results from normal wear and tear;

• The product is customised, personalised or specially manufactured and is not defective;

• The product was clearly marked “Non-Returnable” before purchase, subject to applicable law;

• The reported issue is covered by repair or replacement under the applicable warranty and a refund is not otherwise required; or

• Fraudulent or abusive conduct is identified.

Nothing in this section limits a customer’s rights for a genuinely defective, unsafe, damaged, incorrectly supplied or materially misdescribed product under applicable law.

3. How to Request a Refund

Customers must first submit the applicable cancellation, return or delivery claim through:

• The customer account on IOCTstore.com, where available;

• Email to support@ioctstore.com; or

• Customer support at +91 8610977460.

The request should include:

• Order number;

• Customer’s full name;

• Registered mobile number or email address;

• Product name;

• Reason for the refund request;

• Payment transaction reference;

• Supporting photographs, videos or documents, where applicable; and

• Return or support-ticket number, if already issued.

A refund request is not approved merely because it has been submitted. Eligibility may depend on cancellation confirmation, shipment investigation, product return, inspection or payment reconciliation.

4. Refund Approval

We will notify the customer when the refund is:

• Approved;

• Rejected with the reason;

• Awaiting further information;

• Subject to product inspection; or

• Referred to the payment provider or courier partner for investigation.

Where a physical product must be returned, the refund will ordinarily be approved only after:

1. The product reaches IOCT Store or an authorised inspection location;

2. The product and serial number are verified;

3. All supplied accessories and items are checked;

4. The reported issue is inspected; and

5. Return eligibility is confirmed.

5. Refund-Processing Timeline

Once a refund is approved, IOCT Store will generally initiate it within 3 to 7 business days.

After initiation, the time required for the amount to appear in the customer’s account depends on the original payment provider:

• UPI: generally 2 to 7 business days;

• Credit or debit card: generally 5 to 10 business days;

• Net banking: generally 5 to 10 business days;

• Digital wallet: generally 2 to 7 business days; and

• Other payment methods: according to the relevant provider’s processing timeline.

These are estimated timelines. Delays caused by banks, card networks, UPI providers, payment gateways or financial institutions are outside IOCT Store’s direct control.

Business days exclude Sundays and public holidays.

6. Original Payment Method

Approved refunds will ordinarily be issued to the original payment method used for the order.

For example:

• Card payments will be refunded to the same card account;

• UPI payments will be refunded through the original UPI transaction route;

• Net-banking payments will be refunded to the originating bank account; and

• Wallet payments will be refunded to the same wallet, subject to provider rules.

For security and fraud-prevention reasons, IOCT Store will not ordinarily transfer a prepaid-order refund to an unrelated bank account, card, wallet or individual.

If the original payment method is closed, expired or unable to receive the refund, the customer must contact the relevant bank or payment provider. IOCT Store may request supporting documentation before approving an alternative refund method.

7. Cash-on-Delivery Refunds

Where Cash on Delivery is offered and a refund is approved, the customer may be asked to provide:

• Account-holder name;

• Bank-account number;

• IFSC code;

• Cancelled cheque or other verification document; or

• Verified UPI ID.

Cash-on-Delivery refunds will ordinarily be processed through bank transfer or UPI after verification.

Refunds will not normally be issued in cash.

Customers should provide payment details only through an authorised IOCT Store channel. IOCT Store will never request a banking password, card PIN, UPI PIN or payment OTP.

8. Shipping and Handling Deductions

8.1 No deduction

No forward-shipping, reverse-shipping or handling charge will be deducted where the refund arises from:

• A damaged product received by the customer;

• A verified manufacturing defect;

• An incorrect product being delivered;

• Missing essential parts or items;

• A product materially different from its description;

• A shipment confirmed as lost in transit;

• Cancellation by IOCT Store; or

• Another error attributable to IOCT Store.

8.2 Possible deduction

Where permitted by law and clearly communicated, reasonable charges may be deducted when:

• A discretionary change-of-mind return is approved;

• The customer ordered an incorrect product or variant;

• A shipment is returned because of an incorrect or incomplete customer-provided address;

• The customer refuses a correct and undamaged shipment after dispatch;

• Delivery repeatedly fails because the customer is unavailable;

• The returned package is missing accessories, manuals, packaging or free gifts;

• The product is damaged after delivery; or

• Inspection finds no reported defect.

Possible deductions may include:

• Forward-shipping charges;

• Return-to-origin or reverse-shipping charges;

• Non-recoverable payment-processing charges;

• Repair or restoration costs;

• Replacement cost of missing items; and

• Reduction in value caused by customer handling or damage.

Any deduction will be explained to the customer before the final refund is processed.

9. Refund Amount

The approved refund amount will be based on the amount actually paid for the eligible product after applying:

• Discounts;

• Coupons;

• Promotional offers;

• Store credits;

• Cashback adjustments;

• Shipping or handling deductions, where applicable; and

• Partial-order adjustments.

A customer cannot receive more than the net amount paid for the refunded product.

10. Partial Refunds

A partial refund may be issued where:

• Only part of a multi-product order is cancelled or returned;

• A missing accessory can be compensated without returning the complete product;

• The customer agrees to retain a product with a minor issue;

• A supplied item or promotional benefit is not returned;

• A reasonable shipping or handling deduction applies; or

• Another partial resolution is mutually agreed.

The customer will be informed of the proposed amount before a discretionary partial refund is finalised.

11. Promotional Discounts and Free Gifts

If a refund or partial cancellation causes an order to become ineligible for a discount, cashback, free gift or free-shipping offer, the refund may be recalculated according to the terms of that promotion.

Where a free gift was supplied with the order, it must ordinarily be returned unused and with its original packaging. If it is not returned, its disclosed or reasonable value may be deducted from the refund where permitted by law.

Cashback provided by a bank, card issuer, wallet or third party may be reversed separately according to that provider’s terms.

12. Failed Payments

A failed payment occurs when the customer’s account is debited but:

• The payment gateway displays the transaction as unsuccessful;

• IOCT Store does not receive payment confirmation;

• No order number is generated; or

• The order remains unpaid.

In many cases, the bank or payment provider automatically reverses the amount within 5 to 10 business days.

If the amount is not automatically reversed, the customer should contact us with:

• Payment date and amount;

• Transaction or UTR reference;

• Payment method;

• Screenshot or statement showing the debit; and

• Registered mobile number or email address.

IOCT Store will verify whether the amount was received. If received without a valid order, we will initiate a refund to the original payment method.

13. Duplicate Payments

If a customer is charged more than once for the same order, the additional verified amount will be refunded.

Customers should report duplicate charges with:

• Order number;

• Transaction references for each debit;

• Payment amount and date; and

• Supporting bank or payment-provider record.

The refund will be initiated after payment reconciliation, generally within 3 to 7 business days after the duplicate payment is confirmed.

14. Payment Reversal and Chargebacks

Customers should contact IOCT Store before initiating a payment dispute or chargeback so that we can investigate and attempt to resolve the issue.

Submitting a false or duplicate chargeback after receiving a refund or product may result in order suspension, account restriction or lawful recovery action.

Nothing in this section prevents customers from exercising legitimate rights available through their bank, payment provider or applicable law.

15. Refund Reference and Status

After a refund is initiated, we may provide:

• Refund amount;

• Refund-initiation date;

• Refund reference number;

• Payment method; and

• Estimated processing period.

If the refund is not credited within the expected period, the customer should first contact the bank or payment provider using the refund reference number.

The customer may then contact IOCT Store if further assistance is required.

16. Refunds to Closed or Inactive Accounts

If the original bank account, card, wallet or UPI service has been closed or deactivated, the customer should contact the relevant financial institution.

Where the payment provider returns the refund to IOCT Store, we may request identity, order and banking verification before using an alternative refund method.

Alternative account details must belong to the customer or verified purchaser unless another arrangement is legally authorised.

17. Processing Errors

If an incorrect refund amount is issued, the customer should notify IOCT Store promptly.

We may:

• Pay any verified shortfall;

• Correct an unsuccessful refund;

• Recover an accidental duplicate or excess refund; or

• Request additional information to reconcile the transaction.

18. Customer Support

For refund 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

When contacting us, provide the order number, registered contact details and refund or payment reference.

19. Grievance Escalation

If a refund complaint 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, refund reference, earlier support-ticket number and a description of the requested resolution.

Nothing in this Policy limits any non-excludable right or remedy available under applicable Indian consumer-protection law.

© 2026 BIOOCT Healthcare Technologies Private Limited. All rights reserved. IOCT Store is a BIOOCT product platform.