Refund policy

Last updated: 7 September 2026

Company: Kook Entertainment
Website: www.kook.ae
Email: info@kook.ae
WhatsApp: +971 56 105 0859

This policy explains Kook Entertainment's rules for rental cancellations, rental refunds, purchase returns, damaged or defective Items, and refund processing.

This policy should be read together with our Terms of Service and Shipping, Delivery & Pickup Policy.

1. Rental Cancellations

1.1 Cancellation deadline

To receive a full refund of your rental charges, you must cancel your rental by 9:00 PM Dubai time on the day before your rental start date.

1.2 Late cancellations

Cancellations made after the cancellation deadline will be charged 100% of the rental booking price.

The refundable rental Deposit will be refunded, subject to any outstanding amounts lawfully due to Kook.

1.3 How to cancel

To cancel a rental Order, contact Kook on WhatsApp at +971 56 105 0859.

2. Rental Rescheduling

You may request to reschedule a rental only if your request is made before the cancellation deadline of 9:00 PM Dubai time on the day before your rental start date.

Same-day rescheduling is not permitted.

Rescheduling is subject to Item availability, delivery or pickup capacity, and confirmation by Kook.

If your requested new date or time cannot be accommodated, the applicable cancellation rules will apply.

3. Early Rental Returns

You may return rental Items before the scheduled end of your Rental Period.

However, no refund or credit will be provided for unused rental time.

4. Rental Deposit Refunds

A refundable rental Deposit is required for every rental Order. The amount is calculated based on the Order value and shown at checkout.

After the rented Items have been returned, Kook will inspect and clear the rental Order.

We aim to process eligible Deposit refunds on the same day or the following day after the Items have been checked and cleared.

Once Kook processes the refund, your bank or payment provider may take approximately 5–15 business days to reflect the amount in your account.

These external processing times are controlled by the relevant bank or payment provider and are outside Kook's control.

Where valid Additional Fees apply, including late, cleaning, damage, missing-item, replacement, or recovery charges, Kook may deduct those amounts from the Deposit in accordance with our Terms of Service.

5. Rental Gear — Damage or Faults at Pickup or Delivery

5.1 Inspection

Please inspect your rental Items as soon as reasonably possible after pickup or delivery.

Any existing damage, fault, missing component, or material issue must be reported to Kook within 6 hours of pickup or delivery.

5.2 How to report an issue

Contact Kook through either:

Please include a brief explanation and photographs or video where reasonably possible.

5.3 Pickup and delivery have the same reporting window

The 6-hour reporting window applies whether the rental Item was delivered by Kook or collected by the customer.

Leaving the pickup location does not automatically remove your right to report an existing issue within the 6-hour period.

If an issue is not reported within the 6-hour period, the rental Item may be treated as having been received in satisfactory condition, except for faults or defects that could not reasonably have been discovered during ordinary inspection.

5.4 Remedy for an existing rental issue

Where Kook confirms that a rental Item had an existing material fault, damage, or missing component before or at the start of the Rental Period, Kook may, depending on the circumstances and availability:

  • provide assistance or replacement parts;
  • replace the affected Item;
  • offer an appropriate alternative; or
  • refund the applicable rental charge for the affected Item.

6. Purchase Returns — Change of Mind

6.1 Standard purchases

Eligible purchased Items may be returned within 7 days of delivery or collection.

6.2 Sale or promotional purchases

Eligible Items purchased during a sale or promotion may be returned within 5 days of delivery or collection, unless a longer period is required by applicable law or expressly stated by Kook.

6.3 Return conditions

To qualify for a change-of-mind return, the Item must normally be:

  • unused;
  • undamaged;
  • complete;
  • in its original packaging; and
  • returned with proof of purchase.

Where an Item was supplied with accessories, components, manuals, promotional Items, or other included parts, these must also be returned where reasonably applicable.

6.4 Incorrect product, size, style or choice

Ordering the wrong product, size, style, or option does not automatically prevent a change-of-mind return.

The Item may still be eligible for return if the applicable return period and return conditions in this policy are satisfied.

6.5 Return assessment

Kook may refuse a change-of-mind return where the Item has been used, damaged after receipt, materially altered, is incomplete, or otherwise does not satisfy the applicable return conditions, subject to applicable law.

7. Damaged, Defective or Incorrect Purchased Items

If a purchased Item is delivered or collected damaged, defective, incomplete, or materially different from your confirmed Order, please contact Kook as soon as reasonably possible.

Kook may request photographs, video, packaging information, or other reasonable information to help assess the issue.

Where the issue is confirmed, Kook will provide an appropriate remedy in accordance with the circumstances and applicable law. This may include:

  • repair;
  • replacement; or
  • refund.

Rights relating to defective or incorrectly supplied Items are separate from Kook's change-of-mind return conditions.

8. Returning Purchased Items

8.1 Change-of-mind return costs

For an accepted change-of-mind return, the customer is generally responsible for returning the Item to Kook and for any related return delivery or courier cost.

8.2 Defective or incorrect Items

Where Kook confirms that an Item was defective, damaged before receipt, or incorrectly supplied, Kook will determine an appropriate return, collection, replacement, or other arrangement.

Customers will not normally be required to bear reasonable return costs arising solely from a confirmed Kook fulfilment error or confirmed product defect, subject to applicable law.

9. Delivery & Shipping Charges

Delivery and shipping charges are generally non-refundable once the applicable delivery service has been successfully provided.

This does not affect any refund or remedy that may apply where:

  • Kook cancels the Order;
  • the paid delivery service was not provided;
  • Kook supplied the wrong Item or otherwise made a confirmed fulfilment error; or
  • a refund is otherwise required by applicable law.

10. Customer Information & Delivery Errors

Customers are responsible for providing accurate contact, delivery, and Order information at checkout.

If incorrect or incomplete information supplied by the customer results in a failed delivery, additional delivery attempt, redirection, or other reasonable additional cost, the customer may be responsible for those additional costs where applicable.

A spelling error, incorrect address, or other checkout mistake does not by itself remove any return or consumer rights that otherwise apply to an eligible Item.

11. Product Images & Colour Differences

Kook aims to present product images and descriptions as accurately as reasonably possible.

Minor differences in colour or appearance may occur because of lighting, photography, manufacturing variations, or differences between device displays.

Minor display-related colour differences alone will not necessarily mean that an Item is defective or incorrectly supplied.

However, an eligible unused Item may still qualify for a change-of-mind return where the requirements of Section 6 are met.

12. Refund Method & Processing Time

Approved refunds will normally be processed to the original payment method used for the Order.

Kook will initiate approved refunds as soon as reasonably practicable after the refund has been confirmed.

Once processed by Kook, the relevant bank or payment provider may take approximately 5–15 business days to reflect the refund in your account.

13. Contact Kook

For a rental cancellation, return request, refund question, or damaged or defective Item:

WhatsApp: +971 56 105 0859
Email: info@kook.ae
Contact page: Contact Kook