Refund policy
RETURN AND REFUND POLICY
Effective date: 10 July 2026
This Return and Refund Policy applies to products purchased directly from KOK Smart Locks through koksmartlocks.com and delivered within the United Arab Emirates.
By placing an order through koksmartlocks.com, the customer confirms that they have read and accepted this policy.
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.
The seven-day period applies only when there is nothing wrong with the product and the customer has changed their mind, ordered the wrong item or no longer requires it.
To qualify for a change-of-mind return, 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; and
• 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.
The unopened-product requirement does not apply in the same manner when a customer is reporting a genuine product defect that could only reasonably be discovered after opening or testing the product. Defective-product claims are handled separately under Section 4.
The seven-day change-of-mind period does not limit any mandatory rights available under applicable UAE law.
2. NON-RETURNABLE CHANGE-OF-MIND ITEMS
The following products 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; and
• Installation, programming, configuration, pairing, cloning, inspection, delivery or call-out services that have already been properly performed.
These exclusions do not apply where a product is confirmed to have been defective, damaged, incomplete, incorrectly supplied or materially different from its advertised description at the time of delivery.
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; and
• 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; or
• A change to the customer’s requirements after purchase.
Customers must not open, install, program or activate a product when compatibility remains uncertain. Customers should contact KOK Smart Locks for assistance before opening the packaging.
Nothing in this section limits the customer’s rights where KOK Smart Locks supplied the wrong product 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 considered 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 by the customer;
• Is materially different from the description advertised by KOK Smart Locks;
• Arrives in a condition contrary to the agreed order terms; or
• 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; or
• The customer has changed their mind.
To report a possible defect, the customer must contact KOK Smart Locks as soon as reasonably possible and provide:
• The order number;
• Valid proof of purchase;
• A clear explanation of the alleged problem;
• Clear photographs and, when reasonably required, video evidence;
• Photographs of the product packaging;
• The product model and serial number, where applicable;
• Details of any installation, testing or programming attempted; and
• Any other information reasonably required to assess the claim.
Customers must retain the product, original packaging, accessories and components while the claim is being investigated.
KOK Smart Locks may require the product to be returned for inspection and testing before confirming that it is defective.
Depending on the inspection results and applicable UAE law, KOK Smart Locks may:
• Repair the product;
• Replace the product;
• Re-perform the relevant service;
• Provide an appropriate refund; or
• Provide another remedy required by applicable law.
Where the product is confirmed to have been defective, damaged, incomplete or incorrectly supplied for reasons attributable to KOK Smart Locks, the customer will not be charged return shipping or other return fees.
KOK Smart Locks may reject a defect claim where inspection reasonably shows that the problem resulted from customer damage, incorrect installation, incorrect programming, misuse, negligence, unauthorised repair, modification, incompatible equipment or another cause occurring after delivery.
5. RETURN AUTHORISATION
All returns require prior written approval from KOK Smart Locks.
Customers must contact:
KOK Smart Locks
Website: koksmartlocks.com
Email: koksmartlocks@gmail.com
Telephone/WhatsApp: +971 55 351 5200
The customer must provide their order number, reason for return and any requested supporting evidence.
Customers must not send, courier or deliver a product to KOK Smart Locks before receiving written return approval and return instructions.
KOK Smart Locks may refuse unauthorised returns or require the customer to pay the cost of sending an unauthorised return back to them.
Return approval only authorises the customer to send the product for inspection. It does not guarantee that the return or refund will be accepted.
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.
KOK Smart Locks is not responsible for products lost, damaged, opened, altered or substituted while being returned by the customer or the customer’s courier.
For a product confirmed to be defective, damaged, incomplete or incorrectly supplied for reasons attributable to KOK Smart Locks, KOK Smart Locks will cover reasonable return shipping costs approved in advance.
Customers must not arrange an unusually expensive return service without prior written approval.
7. NO RESTOCKING FEE
KOK Smart Locks does not charge a restocking fee for an approved return.
For a non-defective change-of-mind return, the customer remains responsible for the return shipping cost, and the original delivery charge is non-refundable.
No return shipping deduction or delivery deduction will be applied where prohibited by law or where the return results from a confirmed defect, shipping damage or an incorrect product supplied by KOK Smart Locks.
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; and
• Whether an alleged defect can be reproduced.
For a change-of-mind return, KOK Smart Locks may refuse the return if the product does not meet all eligibility requirements in this policy.
For a defective-product claim, KOK Smart Locks may refuse the claim where inspection shows that no inherent defect exists or that the problem was caused after delivery by misuse, customer damage, incorrect installation, incorrect programming, incompatible equipment, modification or unauthorised repair.
Where a return is refused, the customer may be required to pay the delivery cost for the product to be sent back to them.
9. REFUNDS
Approved refunds will be issued to the original payment method.
For an approved unopened change-of-mind return, the refund will include the product price paid by the customer.
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; and
• Other services already properly performed at the customer’s request.
These deductions do not apply where the product or service is confirmed to be defective, incorrectly supplied or improperly performed, or where a refund is otherwise required by applicable law.
KOK Smart Locks will process an approved refund within seven (7) business days after the returned product has been received, inspected and approved.
The customer’s bank, card issuer or payment provider may require additional time to display the refund after KOK Smart Locks has processed it.
Cash refunds will not be provided for orders originally paid by card, bank transfer, online payment or another non-cash payment method.
10. ORDER CANCELLATIONS
A standard product order may be cancelled before dispatch by contacting KOK Smart Locks immediately.
Cancellation is not guaranteed after 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; or
• Customisation requested by the customer has started.
An order cancelled after dispatch will be handled under the change-of-mind return conditions in this policy.
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; or
• Failed to collect the shipment,
any approved refund may exclude the original delivery cost and return delivery cost, to the extent permitted by law.
The product must be returned to and inspected by KOK Smart Locks before any refund is approved.
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.
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; and
• Providing complete and accurate instructions.
KOK Smart Locks is not responsible for problems caused by:
• 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; or
• Failure to follow operating and maintenance instructions.
Where a service is confirmed to have been performed incorrectly by KOK Smart Locks, KOK Smart Locks may re-perform the service or provide another remedy required under applicable UAE law.
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 the manufacturer’s or commercial agent’s stated duration, conditions and exclusions.
The absence of an additional KOK Smart Locks commercial warranty does not remove or restrict any mandatory consumer rights or remedies that cannot legally be excluded under UAE law.
A product without an additional voluntary warranty may still qualify for a remedy where it is confirmed to have been defective, damaged, incomplete, incorrectly supplied or materially non-conforming when delivered.
To the extent permitted by law, KOK Smart Locks is not responsible for faults or damage resulting from:
• Incorrect or unauthorised installation;
• Incorrect programming, pairing, cloning or configuration;
• Misuse, negligence or accidental damage;
• Impact, dropping or excessive force;
• Water, moisture, excessive heat, corrosion, fire or electrical damage;
• 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; or
• Removal, alteration or mismatch of a product serial number.
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;
• 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;
• Garage motor or receiver faults;
• Unauthorised programming or duplication of remotes;
• Failure by the customer to maintain an alternative method of access; or
• 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 always maintain an appropriate backup or emergency access method.
Nothing in this policy excludes or restricts liability where such liability 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;
• Missing parts or accessories;
• Deliberate damage;
• False or misleading claims;
• Returning a different product;
• Unauthorised modification;
• Tampering with packaging or security seals;
• Chargeback abuse; or
• 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.
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 requirement of applicable law, that mandatory legal 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
Questions, return requests and product claims should be sent to:
KOK Smart Locks
Website: koksmartlocks.com
Email: koksmartlocks@gmail.com
Telephone/WhatsApp: +971 55 351 5200