Refund policy

Return, Refund, and Cancellation Policy — Kook Entertainment

Last Updated: 31 Dec 2025
Website: https://www.kook.ae
Email: info@kook.ae
WhatsApp: +971 56 105 0859

We aim to provide quality products and services. If you wish to cancel a rental, request a refund (where applicable), or return a purchase, this policy explains the rules and timelines. This policy should be read together with our Terms of Service.

1) Rentals — Cancellations and Refunds

1.1 Cancellation for a full refund (rental charges). To receive a full refund of rental charges, reservations must be cancelled by 9:00 PM (GMT+4, Dubai time) on the day before the scheduled reservation date.

1.2 Late cancellations. Cancellations made after the cutoff time may be charged 100% of the rental booking price. In such cases, the rental deposit (if applicable) will be refunded, subject to any outstanding balances lawfully due (including any unpaid additional fees or amounts owed to Kook).

1.3 How to cancel. To cancel a rental reservation, customers must contact Kook via WhatsApp: +971 56 105 0859.

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

2) Purchases — Returns and Refunds

2.1 Change-of-mind returns. If you are unsatisfied with a purchased item and wish to return it:

You have 7 days from the purchase date to request a return; and
For items purchased during a sale/promotion period, you have 5 days from the purchase date to request a return.

2.2 Return conditions (to be accepted). To be eligible for return, the item must be:

in good condition,
unused,
undamaged (except where it was already damaged on delivery),
in the original packaging, and
returned with proof of purchase (invoice/receipt) and any paperwork reasonably needed to confirm the purchase.

2.3 Accessories and bundles. If an item was purchased with accessories or additional parts, all accessories/parts must be returned together with the item.

2.4 Refused returns. We reserve the right to refuse a return (and send the item back to the customer) if we reasonably believe the item was used, damaged due to the customer’s fault/negligence, or otherwise does not meet the return conditions above.

2.5 Damaged/faulty items. If we accept a return due to a confirmed defect or damage not caused by the customer, we will provide a replacement or issue a refund, as appropriate.

3) Purchases and Rentals — Damage/Fault Reporting on Delivery or Pickup

3.1 If delivered by our driver/courier. If, upon delivery, you discover damage or a fault, you must contact us immediately. It is your responsibility to provide evidence showing the damage/fault was not due to your mistake or negligence and occurred prior to or on delivery.

Reporting window: You have 6 hours after delivery to report any incident of damage/fault.

Contact us via WhatsApp: +971 56 105 0859 or email: info@kook.ae with a brief explanation and photo evidence (evidence should be sent to info@kook.ae).

If possible, we advise you to inspect the equipment with the delivery driver present. If you observe damage at delivery, you may refuse delivery.

3.2 If you picked up/collected the item. If you opt for collection or pickup, it is your responsibility to inspect the item at pickup and ensure it is not damaged or faulty. Once you accept the item as good and leave the pickup location, you waive any right to claim the item was damaged/faulty later, except where the issue could not reasonably have been discovered on inspection.

4) Return Shipping/Delivery Costs and What Is Refunded

4.1 Return costs. The customer is liable for the cost of returning items to us (unless we agree otherwise in writing).

4.2 Delivery fees. Outbound delivery charges (if any) are not refunded.

4.3 Refund method and timing. Approved refunds are processed to the original payment method used. Depending on the bank/payment provider, please allow 5–15 business days for the refund to reflect.

5) Exclusions — No Refund/Return for Customer Errors

The right to return or get a refund does not extend to the following cases:

typos or misspellings when filling out your information at checkout,
product selection mistakes (e.g., ordering the wrong product, size, style, or choice), and
color differences between your device display and the product appearance.

You are responsible for such errors and will be held liable for the consequences of such negligence or omission.

6) Contact Us

If you have questions or want to request a cancellation/return:

WhatsApp: +971 56 105 0859
Email: info@kook.ae
Contact page: https://www.kook.ae/pages/contact-kook