Frequently Asked Questions
Gear Rental Policies & Fees
Rental Policy
Renter should be 18 years of age or represented by an adult. A valid ID is required for scanning, renters Emirates ID or passport. A refundable rental deposit is to be paid at the start of each rental. This amount will be refunded once the rented items are returned to Kook. Gear is not allowed to be used for re-renting purposes.
Gear should be returned undamaged, clean and packed as supplied.
In case of any additional fees apply, it will be deducted from the refundable deposit with exceeding remaining to be paid by customer.
Cancellation Policy
To receive a full refund, reservations must be canceled by 9 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 rental deposit refunded. To cancel a reservation, customers must contact Kook on WhatsApp: +971 56 1050859.
Early Returns
Rentals returned earlier than the due date/time will not receive refunds for any unused days/time.
Late fees
Rentals returned more than an hour late will incur daily rental charges for each additional night they are kept.
Cleaning fees
For items returned excessively wet or dirty, a cleaning fee could be assessed. The cleaning fee is either AED 50 or the first night rental rate, whichever is less per 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 price, including the rental fees already paid. Should you inspect the damage before using the rented gear at the start of your rental you should inform Kook immediately to enable us to assist you either by replacing the gear or refunding the rental for that gear.
Lost equipment
For any items that are not returned, Kook reserves the right to charge up to the full retail value, including the rental fees already paid.
Gear Renting
Is there a minimum order?
We don’t have a minimum order, your rental order can include 1 item or more.
How does the rental duration work?
Kook rental model is based on 24 hrs (1 night) rental period which allows you to enjoy the gear for a longer duration. Bookings made for 1 night with start date/time 1st Jan at 3pm, return date/time will be 2nd Jan 3pm.
Is the gear sanitized?
Absolutely!
What do you rent?
Visit Kook to see the categories it offers. We offer online reservation, so you’ll be able to see specific items for rent.
What comes in a kit?
You can see the contents of each gear kit by reviewing the gear description.
Is there a ½ day rental option?
No, a one-night (24 hrs) rental is our minimum rental period. That includes the time for pickup and time to drop-off.
How do I use my rental gear?
All gear pages include a how to video. But, we highly encourage you to connect with a Kook employee while picking up your gear. If you don’t have time to connect with a Kook employee, there’s a lot of great guidance in our gear page online. You can always connect on WhatsApp: +971 56 1050859.
Can I swap out gear during my rental period if I want to try something different?
Possibly! Contact Kook on WhatsApp: +971 56 1050859 to check on availability. Additional rental rates may apply.
Gear Rates & Payment
Can I pay in cash?
All orders and payments are made online via a secure payment gateway service.
What are your bundle rental rates?
Please feel free to contact Kook to tailor make a rental bundle that best suits your adventure needs via contact page or via WhatsApp: +971 56 1050859.
Do I have to pay a deposit to rent?
Yes, you will need to pay a refundable deposit. In the eventuality of a refund, we will process such refund to the original payment method provided used in making the purchase or rental. Depending on the bank used, we urge customers to give 5-15 business days for the payment to reflect in their bank account or other means of payment used.
Can I use gift cards to pay for my rental?
Yes!
Do you offer group discounts?
Yes! Subscribe today and avail 10% for your first rental. You can also contact Kook via contact page or via WhatsApp: +971 56 10508 to check on any ongoing promotions.
Are there any additional discounts?
You can contact Kook via contact page or via WhatsApp: +971 56 10508 to check on any ongoing promotions.
Can I purchase damage coverage or rental insurance?
Not currently.
If I like the item I rent, can I purchase it at a discount?
Not at this time, but Kook is working on it.
Gear Pickup, Drop-Off, Delivery and Setup
Do you deliver gear?
Yes, currently only in Dubai!
What time is the Kook store open?
Rentals are currently available online. Store hours are 10:00 AM to 08:00 PM 7 days a week. Days & time may vary & change due to holidays & occasions. Please note that rental is available 24/7 online to enable you to book at your convenience.
Can I request contact-free pickup & drop-off?
Sure! Request it in the order notes at cart checkout or via WhatsApp: +971 56 1050859.
Can I drop-off or pickup gear after hours?
Not currently.
I have to pickup and drop-off my items on the same day?
Yes, during your rental period selected. The minimum rental period is one night (24 hrs), so you can drop them off the next day within your rental duration.
What do I need to bring when I pickup my equipment?
The confirmation email, and a valid photo ID (i.e. Emirates ID, Passport).
Will I need to sign a liability waiver?
Yes, all customers will have to agree to terms of service at cart checkout or manually prior to rentals that includes a liability waiver.
Can I extend my rental reservation?
You can contact Kook via WhatsApp: +971 56 1050859 to check availability. If the gear is available and your rental due date has not passed, you can extend your rental for as long as you like. Additional nightly rates apply separately.
Do you provide gear setup and camp organizing?
Sure! You can request setup in the order notes at cart checkout or via WhatsApp: +971 56 1050859. We will add the setup charge once confirmed.