Refund policy

RETURN AND REFUND POLICY

Last updated: 22 October 2026

This Return and Refund Policy applies to products, including smart locks and garage remotes, purchased directly from KOK Smart Locks through koksmartlocks.com and delivered within the United Arab Emirates.

Please read this policy before placing an order.

1. CHANGE-OF-MIND RETURNS

KOK Smart Locks accepts eligible change-of-mind return requests made within seven (7) calendar days from the confirmed delivery date.

This applies when there is nothing wrong with the product and the customer has changed their mind, ordered the wrong item or no longer requires it.

Change-of-mind return requests submitted more than seven (7) calendar days after delivery will not be accepted.

To qualify, the product must be:

  • Completely unopened.

  • Unused and untested.

  • Uninstalled, including no partial or attempted installation.

  • Unprogrammed, unpaired, uncloned, unregistered and not activated.

  • Inside its original packaging with all manufacturer, factory and security seals intact.

  • In completely new and resaleable condition.

  • Returned with all accessories, manuals, cards, keys, cables, batteries, screws, mounting equipment, packaging materials and complimentary items.

  • Free from scratches, marks, damage, writing, stickers or labels added by the customer.

  • Accompanied by valid proof of purchase.

Opening the product packaging, breaking or removing a security seal, removing protective films, inserting batteries, testing, installing, programming, pairing, cloning, registering or activating the product makes it ineligible for a change-of-mind return.

An AED 20 restocking fee applies to each approved change-of-mind return. The customer pays return shipping, and the original delivery charge is non-refundable.

The seven-day deadline and unopened-product requirement apply to change-of-mind returns. They do not restrict mandatory rights concerning faulty, damaged, incomplete or incorrectly supplied products. These claims are handled separately under Section 4.

2. NON-RETURNABLE CHANGE-OF-MIND ITEMS

The following cannot be returned because of a change of mind:

  • Any opened product.

  • Any product with a broken, damaged, removed or altered manufacturer or security seal.

  • Smart locks that have been installed, partially installed, tested or connected to a door.

  • Garage, gate or parking remotes that have been programmed, paired, cloned or tested.

  • Access cards, key fobs, tags or electronic credentials that have been programmed, registered or activated.

  • Products that have been specially ordered, configured, programmed or customised for the customer.

  • Products damaged while in the customer’s possession.

  • Products missing packaging, accessories, components, manuals, cards, keys or complimentary items.

  • Batteries, consumable products or sealed accessories after their packaging has been opened.

  • Installation, programming, configuration, pairing, cloning, inspection, delivery or call-out services that have already been properly performed.

These exclusions do not remove applicable rights where a product is defective, damaged, incomplete, incorrectly supplied or materially different from its advertised description.

3. PRODUCT COMPATIBILITY AND CUSTOMER RESPONSIBILITY

Customers are responsible for checking product compatibility before ordering.

This includes, where applicable:

  • Door measurements and thickness.

  • Existing lock dimensions.

  • Door material and construction.

  • Door opening direction.

  • Backset and mortise measurements.

  • Garage motor brand and model.

  • Existing remote model.

  • Remote frequency and chip type.

  • Receiver compatibility.

  • Electrical and power requirements.

  • Mobile application and network requirements.

  • Access-control system compatibility.

Any photographs, measurements, model numbers, technical information or descriptions supplied by the customer must be complete and accurate.

A product will not be considered defective solely because it is incompatible due to:

  • Incorrect measurements supplied by the customer.

  • Incorrect product or motor details supplied by the customer.

  • Incomplete or misleading information supplied by the customer.

  • Failure to review the product specifications before ordering.

  • Incompatibility with third-party equipment where compatibility was not advertised or confirmed by KOK.

  • A change to the customer’s requirements after purchase.

Customers should contact KOK Smart Locks for assistance before opening, installing, programming or activating a product when compatibility remains uncertain.

If the customer orders the wrong model, the product may be returned under the seven-day change-of-mind policy only if it remains unopened and meets all other return conditions.

Nothing in this section limits the customer’s rights where KOK Smart Locks supplied the wrong product, advertised incorrect compatibility information or provided an incorrect written compatibility confirmation based on complete and accurate information supplied by the customer.

4. DEFECTIVE, DAMAGED, INCOMPLETE OR INCORRECT PRODUCTS

Customers should inspect their order as soon as reasonably possible after delivery.

A product may be defective or non-conforming when it:

  • Arrives physically damaged.

  • Is incomplete or missing essential components.

  • Does not operate because of an inherent product fault.

  • Is not the product ordered.

  • Is materially different from the description advertised by KOK Smart Locks.

  • Arrives in a condition contrary to the agreed order terms.

  • Otherwise qualifies for a remedy under applicable UAE law.

A product is not automatically considered defective because:

  • It is incompatible with the customer’s door, motor, receiver or equipment.

  • The customer ordered the wrong product.

  • It was installed incorrectly.

  • It was programmed, paired or configured incorrectly.

  • The customer does not understand how to operate it.

  • Its batteries are depleted or incorrectly inserted.

  • It has been damaged, modified, dismantled or misused after delivery.

  • The customer has changed their mind.

We will first assess the reported problem to understand its cause. To help us assess the claim, please provide:

  • The order number and valid proof of purchase.

  • A clear explanation of the problem.

  • Clear photographs and, when reasonably required, video evidence.

  • Photographs of the product packaging, where available.

  • The product model and serial number, where applicable.

  • Details of any installation, testing or programming attempted.

  • Any other information reasonably needed to assess the issue.

Please retain the product, accessories, components and any available original packaging while the claim is being investigated. Missing packaging does not, by itself, remove mandatory rights concerning a defective product.

KOK Smart Locks may require the product to be returned for inspection and testing.

Based on the assessment, the customer’s applicable rights and UAE law, the resolution may include:

  • A return and refund.

  • Replacement of the product.

  • Repair of the product.

  • Re-performance of the relevant service.

  • Another remedy required by applicable law.

Where a return and refund is appropriate following confirmation of a qualifying fault, shipping damage, missing essential components or an incorrectly supplied product, KOK Smart Locks will cover the return shipping and issue the applicable refund without an AED 20 restocking fee.

KOK Smart Locks may reject a defect claim where inspection reasonably establishes that the problem resulted from customer damage, incorrect installation or programming by the customer or a third party, misuse, negligence, unauthorised repair, modification or another cause for which KOK is not responsible.

The seven-day change-of-mind deadline and unopened-only condition do not limit mandatory rights relating to defective or non-conforming products.

5. RETURN AUTHORISATION

Please contact KOK Smart Locks through WhatsApp or email before sending a return:

Email: koksmartlocks@gmail.com
Telephone/WhatsApp: +971 55 351 5200

Provide your order number, reason for return and any supporting information needed to assess the request.

Customers must not send, courier or deliver a product to KOK Smart Locks before receiving written return approval and return instructions.

We will confirm the return address and shipping instructions when handling the request.

KOK Smart Locks may refuse unauthorised change-of-mind returns or require the customer to pay the cost of sending an unauthorised return back to them, where permitted by law.

Return authorisation allows the customer to send the product for inspection. Final acceptance depends on the product meeting the applicable return conditions, without affecting mandatory consumer rights.

6. RETURN SHIPPING

For an approved non-defective change-of-mind return:

  • The customer is responsible for arranging and paying for return shipping.

  • The original delivery charge is non-refundable.

  • The product must be securely packed inside suitable protective outer packaging.

  • The customer remains responsible for the product until it is received by KOK Smart Locks.

To the extent permitted by law, KOK Smart Locks is not responsible for products lost, damaged, opened, altered or substituted while being returned through a courier arranged by the customer.

For a confirmed qualifying defective, damaged, incomplete or incorrectly supplied product, KOK Smart Locks will arrange return shipping or cover reasonable return shipping costs agreed in advance.

Please contact us before booking a return courier so that we can confirm the appropriate arrangements.

7. RESTOCKING FEE

A fixed AED 20 restocking fee applies to each approved change-of-mind return and will be deducted from the refund.

This fee is separate from the customer-paid return shipping cost. The original delivery charge is also non-refundable for change-of-mind returns.

The AED 20 restocking fee does not apply to confirmed qualifying defective, damaged, incomplete or incorrectly supplied products.

No restocking fee, return shipping deduction or original delivery deduction will be applied where prohibited by applicable law.

8. RETURN INSPECTION

Receiving a returned product does not automatically mean that the return has been accepted.

KOK Smart Locks will inspect the returned product to confirm:

  • The identity of the returned product.

  • Whether its serial number matches the product originally supplied.

  • The condition of the product and packaging.

  • Whether manufacturer and security seals remain intact.

  • Whether the product has been opened, tested, installed, programmed or used.

  • Whether all accessories and components have been returned.

  • Whether the product has been damaged or altered.

  • Whether a reported defect can be reproduced.

For a change-of-mind return, KOK Smart Locks may refuse the return if the product does not meet the eligibility requirements in this policy.

For a defective-product claim, KOK Smart Locks will assess the reported issue and the available evidence. A claim may be refused where inspection reasonably establishes that the issue resulted from customer misuse, damage, incorrect installation or programming, incompatible equipment, modification or unauthorised repair for which KOK is not responsible.

Where a return is refused, the customer may be required to pay the delivery cost for the product to be sent back to them, where permitted by law.

9. REFUNDS

For an approved unopened change-of-mind return, the refund will include the amount actually paid for the returned products, less the AED 20 restocking fee.

The following amounts are not refundable for a change-of-mind return:

  • Original delivery charges.

  • Return shipping charges.

  • Properly completed installation charges.

  • Properly completed programming, pairing or cloning charges.

  • Properly completed inspection or call-out charges.

  • Other services already properly performed at the customer’s request.

These deductions do not apply where prohibited by law or where the relevant product or service is confirmed to be defective, incorrectly supplied or improperly performed and the customer is entitled to reimbursement.

KOK Smart Locks will issue an approved refund within fourteen (14) calendar days after the returned product has been received, inspected and approved.

The refund method will be confirmed with the customer when handling the return request, subject to applicable payment-provider requirements and UAE law.

The customer’s bank, card issuer or payment provider may require additional time to display the refund after KOK Smart Locks has issued it.

10. ORDER CANCELLATIONS

A standard product order may be cancelled before dispatch by contacting KOK Smart Locks immediately.

Cancellation may no longer be possible once an order has entered processing.

An order cannot normally be cancelled after:

  • The product has been dispatched.

  • The product has been programmed, configured, paired or cloned for the customer.

  • Installation or service work has started.

  • A special-order item has been ordered from a supplier.

  • Customisation requested by the customer has started.

An order cancelled after dispatch will be handled under the applicable change-of-mind return conditions, including the seven-day request deadline, unopened-product requirement, AED 20 restocking fee and delivery-cost provisions.

Any mandatory cancellation rights provided by applicable UAE law remain unaffected.

11. REFUSED, FAILED OR UNCLAIMED DELIVERIES

A customer’s refusal to accept delivery does not automatically cancel the order or create an entitlement to a full refund.

Where delivery fails because the customer:

  • Supplied an incomplete or incorrect address.

  • Was unavailable.

  • Failed to answer the courier.

  • Refused the shipment without an approved reason.

  • Failed to collect the shipment.

Any approved refund may exclude the original delivery cost and return delivery cost, to the extent permitted by law.

If the return is accepted as a change-of-mind return, the AED 20 restocking fee also applies.

The product must be returned to and inspected by KOK Smart Locks before a refund is approved.

These deductions do not apply where the delivery failure or return results from an error attributable to KOK Smart Locks or where prohibited by law.

12. EXCHANGES

KOK Smart Locks does not provide direct change-of-mind exchanges.

A customer who wants another model must return the original product under this policy and place a separate new order.

The original product must remain unopened, and the return request must be submitted within seven (7) calendar days of delivery. The change-of-mind return costs and AED 20 restocking fee apply.

This does not prevent KOK Smart Locks from supplying a replacement as a remedy for a confirmed defective, damaged, incomplete or incorrectly supplied product.

13. INSTALLATION, PROGRAMMING AND OTHER SERVICES

Installation, programming, pairing, cloning, configuration, inspection and call-out fees are non-refundable after the relevant service has been properly performed.

The customer is responsible for:

  • Obtaining permission from the property owner, landlord, building management or relevant authority.

  • Confirming that installation or modification is permitted.

  • Providing safe access to the property.

  • Disclosing known defects or damage affecting the door, lock, motor, receiver, wiring or surrounding structure.

  • Providing complete and accurate instructions.

To the extent permitted by law, KOK Smart Locks is not responsible for problems caused by circumstances outside its responsibility, including:

  • Pre-existing damage or defects.

  • Weak, damaged, misaligned or unsuitable doors.

  • Defective third-party motors, receivers or equipment.

  • Hidden wiring, pipework or structural problems.

  • Incorrect information supplied by the customer.

  • Work performed by another installer.

  • Unauthorised modification after installation.

  • Failure to follow operating and maintenance instructions.

Where a service is confirmed to have been performed incorrectly by KOK Smart Locks, KOK Smart Locks will provide the appropriate remedy under applicable UAE law, which may include re-performing the service or providing an applicable refund.

14. NO ADDITIONAL KOK SMART LOCKS COMMERCIAL WARRANTY

KOK Smart Locks does not provide an additional voluntary or commercial product warranty unless a specific warranty is expressly stated in writing on the relevant product page, invoice or accompanying documentation.

Where a manufacturer or authorised commercial agent provides a warranty with a product, that warranty will be subject to its stated duration, conditions and exclusions, without limiting mandatory consumer rights.

The absence of an additional KOK Smart Locks commercial warranty does not remove or restrict any mandatory consumer rights or remedies under UAE law.

A product without an additional voluntary warranty may still qualify for a remedy for a defect or other non-conformity under applicable law.

To the extent permitted by law, KOK Smart Locks is not responsible for faults or damage caused by:

  • Incorrect or unauthorised installation by the customer or a third party.

  • Incorrect programming, pairing, cloning or configuration by the customer or a third party.

  • Misuse, negligence or accidental damage.

  • Impact, dropping or excessive force.

  • Water, moisture, excessive heat, corrosion, fire or electrical damage outside the product’s stated operating conditions.

  • Use with incompatible equipment, doors, motors, receivers, batteries or power supplies.

  • Modification, dismantling or unauthorised repair.

  • Failure to follow the manufacturer’s instructions.

  • Normal wear and tear.

  • Depleted batteries or consumable components.

  • Incorrect measurements or information supplied by the customer.

  • Removal, alteration or mismatch of a product serial number where this prevents verification of the claim.

These exclusions do not apply where the issue results from a product defect, incorrect product information or work for which KOK Smart Locks is responsible.

15. LIMITATION OF RESPONSIBILITY

To the maximum extent permitted by applicable law, KOK Smart Locks will not be responsible for indirect, incidental or consequential losses resulting from:

  • Customer misuse.

  • Incorrect or unauthorised installation by the customer or a third party.

  • Incompatible third-party equipment.

  • Loss of access caused by depleted batteries.

  • Loss or disclosure of passwords, PIN codes, access cards, keys or mobile credentials.

  • Internet, Wi-Fi, Bluetooth, mobile application or third-party service interruptions outside KOK’s control.

  • Garage motor or receiver faults for which KOK is not responsible.

  • Unauthorised programming or duplication of remotes.

  • Failure by the customer to maintain an alternative method of access.

  • Events outside the reasonable control of KOK Smart Locks.

Customers are responsible for protecting passwords, PIN codes, administrator accounts, physical keys, cards, remotes and other access credentials.

Customers should maintain an appropriate backup or emergency access method.

Nothing in this policy excludes or restricts liability where it cannot legally be excluded, including mandatory consumer rights and liability for personal or material damage where applicable under UAE law.

16. RETURN FRAUD AND POLICY ABUSE

KOK Smart Locks may refuse a return reasonably believed to involve:

  • Product substitution.

  • Serial-number mismatch.

  • Deliberately missing parts or accessories.

  • Deliberate damage.

  • False or misleading claims.

  • Returning a different product.

  • Unauthorised modification.

  • Tampering with packaging or security seals.

  • Fraudulent chargeback activity.

  • Other fraudulent activity.

KOK Smart Locks may photograph or record the condition, packaging, components and serial number of products during dispatch, delivery, return inspection and testing.

Relevant order, delivery, communication and inspection records may be supplied to payment providers, banks, consumer authorities or courts when responding to a payment dispute, chargeback, fraud investigation or legal claim, in accordance with applicable law.

Nothing in this section prevents a customer from exercising a genuine right under applicable law.

17. GOVERNING LAW AND MANDATORY RIGHTS

This policy and purchases made through koksmartlocks.com are governed by the applicable laws of the United Arab Emirates.

Any dispute will be handled through the competent consumer-protection authority, dispute-resolution body or court in the United Arab Emirates, subject to any mandatory jurisdictional rights provided by law.

If any part of this policy conflicts with a mandatory legal requirement, that requirement will apply, and the remaining parts of this policy will continue to operate.

18. CHANGES TO THIS POLICY

KOK Smart Locks may update this policy when necessary.

The policy ordinarily applicable to an order will be the version published on koksmartlocks.com at the time the order was placed, unless a later change is required by law or provides additional rights to the customer.

19. CONTACT INFORMATION

For questions, return requests or product claims, contact:

KOK Smart Locks
Website: https://koksmartlocks.com
Email: koksmartlocks@gmail.com
Telephone/WhatsApp: +971 55 351 5200

Please include your order number and a description of your request. We will provide the applicable return instructions and confirm the refund method when handling your request.