Effective Date: 8 September 2026
Last Updated: 8 September 2026
This Grievance Redressal Policy describes how customer complaints and grievances relating to www.ioctstore.com are received, acknowledged, investigated and resolved.
IOCTstore.com is operated by BIOOCT Healthcare Technologies Private Limited (“IOCT Store”, “BIOOCT”, “we”, “us” or “our”).
We are committed to providing customers with a fair, transparent and accessible grievance-redressal process.
Customers may submit grievances concerning:
Product information or pricing;
Order processing or cancellation;
Payment failure or duplicate payment;
Shipping or delivery delay;
Lost, damaged or tampered shipments;
Incorrect or incomplete products;
Returns, replacements or refunds;
Product defects and warranty service;
Website access or account issues;
Privacy and personal-data concerns;
Promotional offers or advertisements;
Customer-service conduct; or
Any other transaction or service provided through IOCTstore.com.
Customers should first contact regular customer support for routine enquiries. Unresolved complaints may then be escalated to the Grievance Officer.
In accordance with applicable Indian consumer-protection, information-technology and data-protection requirements, IOCT Store has designated the following Grievance Officer:
Grievance Officer – IOCT Store
Company: BIOOCT Healthcare Technologies Private Limited
Email: support@ioctstore.com
Telephone: +91 8610977460
Postal Address:
BIOOCT Healthcare Technologies Private Limited
305, Covai Tech Park
Nehru Nagar West
Coimbatore – 641014
Tamil Nadu, India
Working Hours:
Monday to Saturday, 9:30 a.m. to 6:00 p.m. IST, excluding public holidays.
A grievance may be submitted through:
Email to support@ioctstore.com;
Telephone at +91 8610977460;
The Contact Us or grievance form on IOCTstore.com; or
Written correspondence sent to the Grievance Officer at the postal address above.
Email or website submission is recommended because it allows the complaint and supporting records to be tracked efficiently.
To help us investigate the grievance, customers should provide:
Full name;
Registered email address;
Registered mobile number;
Order or invoice number, where applicable;
Product name and serial number, where applicable;
Earlier customer-support ticket number;
Clear description of the complaint;
Relevant dates and transaction details;
Supporting photographs, videos, invoices or correspondence;
Steps already taken to resolve the matter; and
The resolution requested.
Customers should not provide passwords, card PINs, UPI PINs, banking passwords or payment OTPs.
We may request reasonable additional information where necessary to verify identity, locate the transaction or investigate the complaint.
IOCT Store will acknowledge a grievance within 48 hours of receiving it.
The acknowledgement may be provided through email, SMS, telephone, WhatsApp or the customer’s website account.
Where available, the acknowledgement will include:
Grievance or ticket number;
Date the grievance was received;
Name or department handling the complaint;
Summary of the complaint;
Additional information required, if any; and
Expected next step.
Complaints received outside business hours will be recorded when received and reviewed on the next working day.
After acknowledgement, the Grievance Officer or authorised team may:
Review the complaint and supporting records;
Verify the customer, order, payment or product details;
Review earlier customer-support communications;
Coordinate with internal departments;
Contact the payment gateway, bank, courier or service provider where necessary;
Request additional evidence or clarification;
Arrange product inspection or technical evaluation where applicable; and
Determine an appropriate resolution under the applicable IOCT Store policies and law.
Customers are expected to provide accurate information and reasonably cooperate with the investigation.
IOCT Store will endeavour to resolve each grievance as quickly as reasonably possible and within one month from the date of receipt, as required under applicable e-commerce requirements.
Straightforward complaints may be resolved earlier.
If the investigation depends on a bank, payment gateway, courier partner, technical inspection or information from the customer, we will provide reasonable status updates during the process.
A grievance may be closed if the customer does not provide information necessary for investigation after reasonable follow-up. It may be reopened when the required information is provided, subject to applicable timelines and policies.
Depending on the nature and outcome of the investigation, the resolution may include:
Providing information or clarification;
Correcting an account, invoice or order record;
Processing an eligible cancellation;
Arranging delivery or tracing a shipment;
Replacing an incorrect, damaged or defective product;
Supplying a missing item or accessory;
Providing warranty inspection or repair;
Initiating an eligible refund;
Correcting or deleting personal information where applicable;
Opting the customer out of marketing communications;
Providing an apology or service correction; or
Explaining why the requested remedy cannot be approved.
Any refund, replacement, repair or other remedy will be subject to the applicable website policy and the customer’s statutory rights.
Once the investigation is completed, IOCT Store will communicate the outcome through the customer’s registered email address or another appropriate channel.
The response will ordinarily include:
Summary of the complaint;
Findings of the investigation;
Decision and reason;
Approved action or remedy;
Expected implementation timeline; and
Available escalation option, where applicable.
The grievance will be treated as resolved when the approved remedy has been completed or an appropriate final response has been issued.
If a complaint was initially raised with customer support and remains unresolved, the customer may escalate it by emailing the Grievance Officer.
The escalation should include:
Original support-ticket number;
Order number;
Previous correspondence;
Reason the earlier response was unsatisfactory; and
Resolution requested.
The email subject may be written as:
“Grievance Escalation – Order No. Order Number”
If a customer disagrees with the resolution, the customer may request reconsideration within 15 calendar days of receiving the decision.
The request should identify:
The part of the decision being disputed;
Any relevant information that may have been overlooked;
New supporting evidence, if available; and
The resolution requested.
The Grievance Officer will review the reconsideration request and provide a final internal response within a reasonable period.
Privacy-related grievances may concern:
Access to personal information;
Correction or updating of information;
Erasure requests;
Withdrawal of consent;
Unauthorised use or disclosure;
Marketing communications;
Account security; or
Suspected personal-data breaches.
Privacy grievances will be handled according to our Privacy Policy and applicable data-protection law.
We may verify the requester’s identity before providing access to, correcting or deleting personal information.
Some grievances may involve payment gateways, banks, courier partners, service centres, communication providers or other third parties.
IOCT Store will coordinate with the relevant provider where reasonably necessary. Third-party investigation and processing timelines may affect the time required to implement a resolution.
IOCT Store will remain the customer’s point of contact for grievances relating to purchases made through IOCTstore.com, except where the matter must legally or operationally be handled directly by another provider.
Customers submitting a grievance must:
Provide truthful and complete information;
Use respectful and lawful communication;
Preserve relevant invoices, packaging and records;
Provide requested evidence within a reasonable time;
Avoid submitting knowingly false or duplicate complaints;
Not threaten, abuse or harass employees or service providers; and
Not misuse the grievance process to obtain an improper refund, replacement or benefit.
Legitimate complaints will not be rejected merely because they are critical of IOCT Store or BIOOCT.
IOCT Store may retain grievance records for as long as reasonably necessary to:
Investigate and resolve complaints;
Monitor service quality;
Prevent fraud and repeated misuse;
Meet legal and regulatory requirements; and
Establish, exercise or defend legal claims.
Personal information collected during grievance handling will be protected and processed according to our Privacy Policy.
Complaint details will be shared only with employees, advisers, service providers or authorities who reasonably require the information for resolution or legal compliance.
If a customer remains dissatisfied after completing the internal grievance process, the customer may pursue remedies available under applicable law, including approaching an appropriate Consumer Commission, regulatory authority or other competent forum.
Customers may also contact the National Consumer Helpline through its official channels.
Using IOCT Store’s internal grievance process does not prevent a customer from exercising any statutory right or remedy.
BIOOCT may update this Policy to reflect changes in our operations, customer-support process or legal requirements.
The updated Policy will be published on IOCTstore.com with a revised “Last Updated” date.
Customer Support
Email: support@ioctstore.com
Telephone: +91 8610977460
Grievance Officer
Name: Full Name of Grievance Officer
Designation: Grievance Officer – IOCT Store
Email: support@ioctstore.com
Telephone: +91 8610977460
Postal Address
BIOOCT Healthcare Technologies Private Limited
305, Covai Tech Park
Nehru Nagar West
Coimbatore – 641014
Tamil Nadu, India
© 2026 BIOOCT Healthcare Technologies Private Limited. All rights reserved. IOCT Store is a BIOOCT product platform.
