Refund policy

SugarTrack Exchange & Replacement Policy

At SugarTrack, we provide medical-grade diagnostic tools designed for precision and health monitoring. Because our products are medical devices, we maintain a strict hygiene and safety protocol.

 

1. No-Return / No-Refund Policy

Due to the sterile nature of blood glucose test strips and meters, we do not offer returns or refunds for change-of-mind, "unwanted" items, or items where the medical seal has been broken. This policy ensures that every customer receives a brand-new, uncontaminated device.

2. 20-Day Exchange Window

We provide a 20-day replacement guarantee from the date of delivery specifically for the following issues:

  • Manufacturing Defects: If the SugarTrack TD-4267 fails to provide a reading or shows persistent error codes as per technical specs.
  • Logistical Damage: If the product arrives with broken seals or damaged individual foil packs.
  • Incorrect Items: If you received a different model or quantity than what was ordered.

3. Eligibility for Exchange

To be eligible for a replacement, your request must meet these criteria:

  • The claim is made within 20 days of receiving the order.

  • The item is in its original packaging (except in cases of manufacturing defects found during initial setup).

  • You provide a receipt or proof of purchase from www.sugartrack.in.

4. Non-Exchangeable Situations

We cannot offer replacements for:

  • Used test strips where the individual foil or vial seal has been breached.

  • Damage caused by dropping the meter, water immersion, or improper storage.

  • Claims made after the 20-day window has expired.

Technical Claims & Support Process

How to Initiate a Technical Claim

If your device is not performing according to the ISO 15197:2013 standards, please follow our professional support protocol.

Step 1: Contact Technical Support

Do not ship items back without prior authorization. Contact our team at:

  • Official Email: support@sugartrack.in

  • Support Helpline: 07709764894

Step 2: Evidence Submission

For "Defective" claims, our team requires:

  • A clear photo of the device screen showing the error.
  • The Batch Number (LOT) and Expiry Date found on the strip packaging.

  • A description of the testing environment (e.g., if the HCT range was within 30%-55%).

Step 3: Verification & Shipping

Once your claim is validated by our technical team, we will provide a Return Merchandise Authorization (RMA).

  • Shipping Costs: SugarTrack will cover shipping for confirmed manufacturing defects.

  • Processing Time: Replacements are typically dispatched within 7 business days of receiving the defective unit.