FAQ

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Gear Rental Policies & Fees

Rental Policy

• Eligibility: Renter must be 18+ or represented by an adult.
• ID required: A valid Emirates ID or passport (and visa where applicable) is required for verification. We may keep a copy for the duration of the rental and any dispute window.
• Refundable deposit: A refundable rental deposit is required for each rental order. The deposit amount is calculated per order (based on cart value) and shown at checkout.
• No re-renting: Gear is not allowed to be used for re-renting or third-party rental purposes.
• Return condition: Gear must be returned on time, undamaged, clean, and packed as supplied.
• Additional fees: If additional fees apply, they will be deducted from the deposit. If fees exceed the deposit, the remaining balance must be paid by the customer.

Cancellation Policy (Rentals)

To receive a full refund of rental charges, reservations must be canceled by 9:00 PM (Dubai time) on the day before the reservation start date.

Cancellations made later than that will be charged 100% of the rental booking price, with the rental deposit refunded (if applicable), subject to any outstanding balances lawfully due.

To cancel: Contact Kook on WhatsApp: +971 56 105 0859.

Rescheduling (Rentals)

You may request to reschedule a rental only if the request is made before the cancellation cutoff (9:00 PM Dubai time, the day before the reservation start date). Same-day rescheduling is not permitted. Rescheduling is subject to availability and confirmation by Kook.

Early Returns

Rentals returned earlier than the due date/time will not receive refunds for any unused days/time.

Late Fees

Gear returned more than 1–2 hours after the scheduled end time will incur daily rental charges for each additional night the gear is kept.

Cleaning Fees

For gear returned excessively wet or dirty, a cleaning fee may be assessed. The cleaning fee is either AED 50 or the first-night rental rate (whichever is less) per gear item.

Damage Fees

If any part of the gear is damaged beyond normal wear and tear, we reserve the right to charge normal shop rates for repair. If gear is damaged beyond repair, the customer will be charged the full retail/replacement value, including the rental fees already paid.

If you inspect the gear before use and notice damage at the start of your rental, you must inform Kook immediately so we can assist by replacing the gear or refunding the rental for that gear (where applicable).

Lost / Unreturned Gear (Refusal to Return)

If any gear is not returned by the agreed return time, it will be treated as unreturned. Kook reserves the right to charge up to the full retail/replacement value (including rental fees already paid), apply ongoing late charges until returned/replaced (as applicable), and recover reasonable collection/recovery costs. We may also suspend accounts and refuse future orders until all amounts are settled.

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Gear Renting — FAQ

Is there a minimum order?

There is no minimum number of items. Your rental order can include 1 gear item or more.

How does the rental duration work?

Kook rentals are based on a 24-hour model from your selected start time. For example, if your rental starts on Jan 1 at 3:00 PM, it runs until Jan 2 at 3:00 PM. Returning early is allowed, but the price remains the same.

Is the gear sanitized?

Yes. Every gear item is cleaned and sanitized before each new order.

What do you rent?

Visit Kook to see available categories and gear. Reservations are online, and availability is shown on the site.

What comes in a kit?

You can see kit contents by reviewing the gear description on the product page.

Is there a ½ day rental option?

No. You can return gear early for your convenience, but the rental price remains the same.

How do I use my rental gear?

All gear pages include a how-to video. We also encourage you to connect with a Kook team member at pickup. You can always contact us on WhatsApp: +971 56 105 0859.

Can I swap out gear during my rental period?

Possibly. Contact Kook on WhatsApp: +971 56 105 0859 to check availability. Additional rental rates may apply.

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Gear Rates & Payment

Can I pay in cash?

No. All orders and payments are made online via secure payment gateways (e.g., Stripe and/or Tabby).

What are your bundle rental rates?

Contact Kook via WhatsApp: +971 56 105 0859 to suggest a rental bundle that best suits your needs.

Do I have to pay a deposit to rent?

Yes. A refundable deposit is required per rental order (calculated based on cart value and shown at checkout).

Deposit refunds: We aim to process deposit refunds the same day or next day after the gear is checked and cleared. Depending on your bank/payment provider, it may take 5–15 business days to appear in your account.

Can I use gift cards to pay for my rental?

Yes.

Do you offer group discounts?

Yes. Subscribe to receive 10% off your first rental. You can also contact us on WhatsApp: +971 56 105 0859 for ongoing promotions.

Are there any additional discounts?

Contact Kook on WhatsApp: +971 56 105 0859 to check ongoing promotions.

Can I purchase damage coverage or rental insurance?

Not currently.

If I like the gear I rent, can I purchase it at a discount?

Not at this time, but Kook is working on it.

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Gear Pickup, Drop-Off, Delivery and Setup

Do you deliver gear?

Yes. Delivery is available across Dubai only.

What time is the Kook store open?

Store hours are 9:00 AM to 9:00 PM, 7 days a week. Days and times may vary during holidays and occasions. Online booking is available 24/7.

Note: Hours may change during holidays or special occasions. Updated hours will be announced on the Site and/or by WhatsApp.

Can I drop-off or pickup gear after hours?

Not currently.

Do I have to pickup and drop-off my gear on the same day?

Pickup and drop-off must occur within your selected rental start and end period.

What do I need to bring when I pickup my gear?

Your confirmation email and a valid photo ID (Emirates ID or Passport). ICD Application is also accepted.

Will I need to sign a liability waiver?

Yes. All customers must agree to the Terms of Service at checkout (or manually prior to rentals where required).

Can I extend my rental reservation?

Yes. Contact Kook via WhatsApp: +971 56 105 0859 to check availability. If the gear is available and your rental due date has not passed, you can extend your rental. Additional nightly rates apply.

Do you provide gear setup and camp organizing?

Yes. You can request setup at checkout or via WhatsApp: +971 56 105 0859.