Terms of service
TERMS OF SERVICE
Effective date: 10 July 2026
These Terms of Service govern the use of koksmartlocks.com and all purchases of products or services from KOK Smart Locks.
Throughout these Terms, “KOK Smart Locks,” “we,” “us” and “our” refer to KOK Smart Locks. “Customer,” “you” and “your” refer to the person accessing the website, placing an order or requesting a service.
By accessing koksmartlocks.com, creating an order, purchasing a product, booking a service or otherwise using the website, you confirm that you have read, understood and agreed to these Terms of Service, together with our Return and Refund Policy, Privacy Policy and Shipping Policy.
If you do not agree to these Terms, you must not use the website or place an order.
1. ELIGIBILITY AND AUTHORITY
You must be legally capable of entering into a binding agreement under applicable law to place an order.
Where you place an order on behalf of a company, property owner, tenant, landlord, building management company or another person, you confirm that you have authority to act for that person or organisation and to accept these Terms on their behalf.
You are responsible for ensuring that all information submitted through the website is accurate, complete and current.
2. ONLINE STORE
KOK Smart Locks sells products that may include:
• Smart locks;
• Digital door locks;
• Garage remotes;
• Gate remotes;
• Parking remotes;
• Access cards;
• Key fobs;
• Access-control accessories;
• Batteries and related accessories; and
• Other security and access products displayed on the website.
We may also offer installation, programming, pairing, cloning, configuration, inspection, delivery and call-out services.
We reserve the right to add, remove, limit or discontinue any product or service at any time.
3. PRODUCT INFORMATION
We make reasonable efforts to display product descriptions, specifications, photographs, measurements, colours, features and compatibility information accurately.
However:
• Product colours may appear differently depending on the customer’s screen;
• Photographs may include accessories or surrounding items that are not included;
• Packaging may differ from photographs;
• Manufacturers may change packaging, applications, components or minor product details;
• Measurements may be approximate unless expressly stated otherwise; and
• Product descriptions may contain minor typographical or technical errors.
The contents of the package and essential product specifications will be determined by the information stated on the relevant product page at the time of purchase.
Where an obvious pricing, description or specification error appears on the website, KOK Smart Locks may correct the error and cancel or reject any affected order. Where payment has already been collected for a cancelled order, the amount collected for that order will be refunded.
4. PRODUCT COMPATIBILITY
Customers are responsible for confirming that a product is compatible with their requirements before ordering, opening, installing, programming or activating it.
Compatibility may depend on matters including:
• Door type, material and thickness;
• Lock and mortise dimensions;
• Backset measurements;
• Door opening direction;
• Existing holes and fittings;
• Garage or gate motor brand and model;
• Remote model, frequency, chip and coding type;
• Receiver specifications;
• Access-control system requirements;
• Electrical voltage and power requirements;
• Mobile telephone compatibility;
• Application availability;
• Bluetooth, Wi-Fi or internet requirements; and
• Third-party hardware or software.
Any photographs, measurements, model numbers, videos or technical information provided by the customer must be complete and accurate.
Assistance or a product suggestion provided by KOK Smart Locks will be based on the information supplied by the customer. KOK Smart Locks is not responsible for an incorrect recommendation resulting from incomplete, inaccurate or misleading customer information.
Unless KOK Smart Locks expressly guarantees compatibility in writing based on complete and correct information, the customer remains responsible for the final compatibility decision.
Customers must contact KOK Smart Locks before opening the product where compatibility remains uncertain.
5. GARAGE, GATE AND PARKING REMOTES
A remote that looks physically similar to another remote is not necessarily compatible.
Compatibility may depend on:
• Frequency;
• Fixed-code or rolling-code technology;
• Chip type;
• Receiver model;
• Motor model;
• Programming method;
• Regional specifications; and
• Access restrictions imposed by building management or the system administrator.
The customer is responsible for obtaining any required authorisation, master remote, receiver access, programming code or permission from the property owner, system owner or building management.
KOK Smart Locks does not guarantee that every remote can be copied, cloned, paired or programmed.
Where a remote cannot be programmed because of an incompatible system, restricted receiver, unavailable master remote, incorrect customer information or building-management restrictions, this does not automatically mean that the remote is defective.
6. SMART-LOCK REQUIREMENTS
Before ordering a smart lock, the customer must check the door’s suitability, measurements, construction, opening direction and existing locking system.
Some installations may require drilling, cutting, modification, additional components, electrical work or permanent changes to the door.
The customer accepts that:
• Not every lock is suitable for every door;
• Existing holes or damage may remain visible after installation;
• Additional door work may be required;
• Mobile applications may be operated by third parties;
• Internet-connected features depend on the customer’s internet and network equipment;
• Batteries require monitoring and replacement; and
• An alternative or emergency method of access should always be maintained.
A smart lock is one component of a property’s security arrangements. No lock can guarantee that unauthorised access, burglary, damage or loss will never occur.
7. PRICES AND TAXES
Prices are displayed in the currency shown on the website.
The final checkout page will show the product price and any applicable delivery charges, taxes or additional charges known at the time of purchase.
Unless stated otherwise, installation, programming, modification, call-out services and additional components are not included in the product price.
We may change prices at any time. A price change will not normally affect an order already accepted by KOK Smart Locks, except where there is an obvious pricing error or another lawful reason to correct the order.
Discount codes:
• Must be used before checkout;
• Cannot normally be applied retrospectively;
• May be subject to expiry dates or product restrictions;
• Cannot be exchanged for cash; and
• May not be combined unless expressly permitted.
8. ORDERS AND CONTRACT FORMATION
Submitting an order does not automatically mean that KOK Smart Locks has accepted it.
An order is accepted when we:
• Send an express order confirmation;
• Dispatch the product;
• Begin an authorised customisation or programming service; or
• Otherwise confirm acceptance in writing.
We may reject or cancel an order where:
• The product is unavailable;
• Payment cannot be authorised;
• The customer’s information cannot be verified;
• The delivery address is outside the service area;
• There is an obvious pricing or product-information error;
• We reasonably suspect fraud, unauthorised payment or unlawful activity;
• The order violates these Terms;
• The quantity ordered appears intended for unauthorised resale;
• Delivery or service would create a safety or legal concern; or
• Another legitimate operational reason prevents fulfilment.
Where we cancel an order after receiving payment, we will refund the amount collected for the cancelled part of the order.
9. ORDER INFORMATION
The customer must provide accurate:
• Name;
• Telephone number;
• Email address;
• Delivery address;
• Billing information;
• Product requirements; and
• Any requested technical or compatibility information.
KOK Smart Locks is not responsible for delay, failed delivery, additional expense or incompatibility caused by incorrect or incomplete information supplied by the customer.
The customer must notify us immediately after discovering an error in their order information. We cannot guarantee that an order can be changed after processing or dispatch has begun.
10. PAYMENT
Payment must be made using an available payment method shown at checkout or otherwise agreed with KOK Smart Locks.
The customer confirms that:
• They are authorised to use the payment method;
• The payment information supplied is accurate;
• The transaction is lawful; and
• Sufficient funds or credit are available.
Orders may be withheld or cancelled until full payment and any required verification have been completed.
Any bank, foreign-exchange, card-provider or payment-processing charges imposed directly on the customer by a third party remain the customer’s responsibility.
11. FRAUD AND PAYMENT DISPUTES
KOK Smart Locks may use reasonable fraud-prevention and verification measures.
We may request identification, payment confirmation, address confirmation or other evidence where reasonably necessary to verify an order.
Customers must contact KOK Smart Locks first where they believe a payment or order is incorrect so that the issue can be investigated.
Fraudulent chargebacks, false non-delivery claims, product substitution and knowingly misleading payment disputes may be contested using available order, payment, delivery, communication, product and inspection evidence.
Nothing in this section prevents a customer from raising a legitimate payment dispute or exercising a right available under applicable law.
12. DELIVERY
Delivery dates and times are estimates unless KOK Smart Locks expressly agrees to a guaranteed delivery date in writing.
Delivery may be affected by:
• Courier delays;
• Traffic;
• Weather;
• Customs or import processes;
• Public holidays;
• Product availability;
• Incorrect customer information;
• Access restrictions;
• Events outside our reasonable control; or
• Failed delivery attempts.
The customer must provide a complete and accessible delivery address and remain available to receive the order.
Delivery may be completed by handing the package to:
• The customer;
• A person apparently authorised at the delivery address;
• Building reception;
• Security personnel;
• A concierge;
• A person nominated by the customer; or
• Another safe recipient expressly approved by the customer.
The customer is responsible for any delivery instruction authorising the courier to leave the package unattended or with another person.
13. OWNERSHIP AND RISK
Risk of accidental loss or damage passes to the customer when the order is delivered to the customer or an authorised recipient, except where applicable law requires otherwise.
Ownership of a product remains with KOK Smart Locks until full cleared payment has been received.
The customer must inspect the order after delivery and report visible damage, missing items or an incorrect product as soon as reasonably possible.
14. FAILED, REFUSED OR UNCLAIMED DELIVERY
Where delivery fails because the customer:
• Provided an incorrect or incomplete address;
• Was unavailable;
• Failed to respond to the courier;
• Refused the shipment without an approved reason;
• Did not provide required access; or
• Failed to collect the shipment,
the customer may be responsible for reasonable redelivery, storage and return-delivery costs, to the extent permitted by applicable law.
Refusing delivery does not automatically cancel the order or create an automatic right to a full refund.
Any return will be assessed under the Return and Refund Policy.
15. ORDER CANCELLATIONS
Customers should contact KOK Smart Locks immediately to request cancellation.
Cancellation is not guaranteed after an order has entered processing.
An order may no longer be cancellable after:
• Dispatch;
• Customisation;
• Special ordering;
• Programming;
• Pairing;
• Cloning;
• Configuration;
• Installation work beginning; or
• Another requested service beginning.
A dispatched standard product will be handled in accordance with the Return and Refund Policy.
16. RETURNS AND REFUNDS
All returns, refunds and exchanges are governed by the KOK Smart Locks Return and Refund Policy published on koksmartlocks.com.
For non-defective change-of-mind returns:
• The return request must be made within seven (7) calendar days after confirmed delivery;
• The product must remain completely unopened;
• All original factory and security seals must remain intact;
• The product must be unused, untested, uninstalled, unprogrammed and unactivated;
• The customer is responsible for approved return shipping;
• Original delivery charges are non-refundable; and
• No restocking fee is charged.
Opened, installed, programmed, paired, cloned, activated or used products cannot be returned because of a change of mind.
Claims involving genuinely defective, damaged, incomplete or incorrectly supplied products will be assessed separately under the Return and Refund Policy and applicable UAE law.
17. INSTALLATION, PROGRAMMING AND SERVICES
Installation, programming, cloning, pairing, configuration, inspection and call-out services may be charged separately.
Before work begins, the customer must:
• Confirm that they are authorised to request the work;
• Obtain landlord, owner or building-management permission where required;
• Provide safe and reasonable access;
• Disclose known damage or defects;
• Provide accurate product and property information; and
• Remove valuables and obstructions from the work area.
Service quotations are based on the information available when the quotation is provided.
Additional charges may apply where:
• The door or equipment differs from the description supplied;
• Additional components are required;
• Unexpected modification or repair is necessary;
• The existing system is damaged;
• Additional visits are requested;
• Access is delayed;
• Parking or access charges apply; or
• The customer requests work outside the original agreed scope.
No additional paid work will be performed without the customer’s approval, except where immediately necessary to prevent a safety risk or property damage and obtaining approval is not reasonably possible.
18. CUSTOMER AUTHORITY AND PROPERTY ACCESS
The customer confirms that they have lawful authority to request access, programming, duplication, installation, unlocking or modification involving the relevant property, door, lock, remote, garage, gate or access system.
KOK Smart Locks may request identification, proof of occupancy, proof of ownership, building-management approval or other evidence of authority.
We may refuse or stop work where:
• Ownership or authority cannot reasonably be confirmed;
• The request appears unlawful;
• The circumstances appear suspicious;
• There is a safety concern;
• The customer requests bypassing a lawful access restriction; or
• Continuing the work may expose KOK Smart Locks or another person to legal or physical risk.
The customer is responsible for claims or losses caused by knowingly providing false authority or requesting unauthorised work.
19. PRE-EXISTING CONDITIONS
KOK Smart Locks is not responsible for pre-existing damage, weakness, misalignment or defects affecting a door, frame, lock, motor, receiver, wiring, wall or surrounding structure.
Where possible, relevant visible conditions may be recorded before work begins.
Installation may expose concealed or pre-existing issues that were not reasonably discoverable beforehand.
If additional work is required because of a pre-existing condition, the customer will be informed before that additional work proceeds where reasonably possible.
20. NO ADDITIONAL 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 supplies a warranty, it is governed by that party’s stated terms, duration and exclusions.
The absence of an additional KOK Smart Locks commercial warranty does not remove mandatory rights or remedies that cannot legally be excluded under applicable UAE law.
A product may still qualify for an applicable remedy where it is confirmed to have been defective, damaged, incomplete, incorrectly supplied or materially non-conforming when delivered.
21. EXCLUDED PRODUCT PROBLEMS
To the extent permitted by law, a product issue will not be treated as an inherent product defect where it results from:
• Incorrect installation;
• Installation by an unauthorised or unqualified person;
• Incorrect programming, pairing, cloning or configuration;
• Customer misuse or negligence;
• Accidental or deliberate damage;
• Impact, dropping or excessive force;
• Water, moisture, excessive heat, corrosion or fire;
• Power surge, incorrect voltage or electrical damage;
• Incompatible doors, motors, receivers, batteries or equipment;
• Modification, dismantling or unauthorised repair;
• Failure to follow instructions;
• Normal wear and tear;
• Depleted batteries or consumable components;
• Incorrect measurements or customer information;
• Third-party software, applications or services;
• Removal or alteration of a serial number; or
• Damage occurring after delivery.
22. SMART-LOCK SECURITY AND BACKUP ACCESS
Customers are responsible for:
• Protecting administrator accounts;
• Using strong PIN codes and passwords;
• Controlling physical keys;
• Removing former users;
• Managing fingerprints, cards and mobile credentials;
• Replacing depleted batteries promptly;
• Installing application and firmware updates where appropriate;
• Securing their Wi-Fi and mobile devices; and
• Maintaining an alternative emergency access method.
KOK Smart Locks is not responsible for unauthorised access resulting from credentials, keys, cards, remotes, passwords or mobile devices being shared, lost, stolen or inadequately protected by the customer.
The customer should change default codes immediately after installation where applicable.
23. THIRD-PARTY APPLICATIONS AND CONNECTIVITY
Some products may rely on services operated by manufacturers or other third parties, including:
• Mobile applications;
• Cloud servers;
• Bluetooth;
• Wi-Fi;
• Voice assistants;
• SMS services;
• Internet providers; and
• External access-control platforms.
KOK Smart Locks does not control these third-party services and cannot guarantee that they will remain uninterrupted, compatible, available or unchanged.
Application updates, operating-system changes, internet outages, server interruptions or third-party decisions may affect certain product features.
The customer may be required to accept separate third-party terms and privacy policies.
24. ACCEPTABLE USE
Customers must not use the website, products or services:
• For unlawful access;
• To violate another person’s property or privacy rights;
• To duplicate or program access credentials without authority;
• To commit fraud;
• To submit false information;
• To distribute malware;
• To interfere with website security;
• To scrape or copy website content without permission;
• To impersonate another person;
• To attempt unauthorised access to systems or accounts; or
• For any activity prohibited by applicable law.
We may restrict access, cancel orders or report suspected unlawful activity to the appropriate authority where reasonably necessary.
25. WEBSITE AVAILABILITY
We aim to keep the website available and accurate but do not guarantee uninterrupted or error-free access.
The website may be unavailable because of:
• Maintenance;
• Technical failure;
• Security incidents;
• Hosting or network outages;
• Updates;
• Events outside our control; or
• Suspension or termination of third-party services.
We may modify, suspend or discontinue any website function without prior notice where reasonably necessary.
26. INTELLECTUAL PROPERTY
All content on koksmartlocks.com, including text, logos, graphics, layouts, photographs, videos, product descriptions and website design, is owned by or licensed to KOK Smart Locks unless otherwise stated.
Customers may use the website for personal purchasing and informational purposes only.
Without written permission, customers must not:
• Reproduce substantial website content;
• Republish product photographs or descriptions;
• Use KOK Smart Locks branding;
• Create misleading associations with KOK Smart Locks;
• Sell or commercially exploit website content;
• Remove copyright or ownership notices; or
• Use automated methods to extract website information.
Third-party trademarks and product names remain the property of their respective owners.
27. CUSTOMER REVIEWS AND SUBMISSIONS
Where a customer submits a review, photograph, comment or other content, the customer confirms that:
• The content is truthful;
• They have the right to submit it;
• It does not violate another person’s rights;
• It is not unlawful or misleading;
• It does not contain malware; and
• It does not disclose another person’s private information without permission.
The customer grants KOK Smart Locks a non-exclusive, worldwide and royalty-free right to display, reproduce and use voluntarily submitted review content for operating and promoting the business, unless prohibited by law or the customer and KOK Smart Locks agree otherwise in writing.
We may remove content that is unlawful, abusive, irrelevant, fraudulent or in violation of these Terms.
28. THIRD-PARTY LINKS
The website may contain links to third-party websites or services.
KOK Smart Locks does not control and is not responsible for third-party content, availability, security, products, services, terms or privacy practices.
Accessing a third-party website is at the customer’s discretion and subject to that third party’s own terms.
29. LIMITATION OF RESPONSIBILITY
To the maximum extent permitted by applicable law, KOK Smart Locks will not be responsible for indirect, incidental, special or consequential loss arising from:
• Customer misuse;
• Incorrect or unauthorised installation;
• Incompatible third-party equipment;
• Depleted batteries;
• Loss of keys, cards, remotes, passwords or mobile credentials;
• Failure to maintain backup access;
• Internet or application interruption;
• Third-party software or service failure;
• Customer-provided incorrect information;
• Unauthorised modifications;
• Building-management restrictions;
• Garage motor or receiver failure; or
• Events outside our reasonable control.
Where KOK Smart Locks is legally liable and the law permits liability to be limited, its total liability concerning a particular product or service will not exceed the amount paid to KOK Smart Locks for that affected product or service.
Nothing in these Terms excludes or limits:
• Mandatory consumer rights;
• Liability that cannot lawfully be excluded;
• Liability for fraud or deliberate misconduct; or
• Any other liability that applicable law requires KOK Smart Locks to retain.
30. CUSTOMER RESPONSIBILITY FOR LOSS
To the extent permitted by law, the customer is responsible for reasonably foreseeable loss, expense or claims caused by:
• Deliberate misuse of a product;
• False authority to access or modify property;
• Unlawful duplication of access credentials;
• Materially false information supplied to KOK Smart Locks;
• Damage caused by the customer or their contractor;
• Violation of these Terms; or
• Violation of another person’s rights.
This section does not make the customer responsible for loss caused by KOK Smart Locks or for liability that cannot legally be transferred.
31. EVENTS OUTSIDE OUR CONTROL
KOK Smart Locks will not be responsible for delay or failure caused by events beyond its reasonable control, including:
• Natural disasters;
• Extreme weather;
• Fire;
• Flood;
• War;
• Civil disturbance;
• Government restrictions;
• Import or customs delays;
• Transport interruption;
• Courier failure;
• Supplier shortages;
• Labour disruption;
• Telecommunications failure;
• Internet outage;
• Cyberattack;
• Epidemic or public-health measures; or
• Utility interruption.
We will make reasonable efforts to minimise the effect and resume performance when reasonably possible.
32. PERSONAL INFORMATION
Personal information is handled in accordance with the KOK Smart Locks Privacy Policy published on koksmartlocks.com.
Customers are responsible for ensuring that personal information supplied to KOK Smart Locks is accurate and that they have authority to provide information relating to another person.
Payment-card information may be processed directly by authorised payment providers and may not be stored directly by KOK Smart Locks.
33. ELECTRONIC COMMUNICATIONS
The customer agrees that order confirmations, invoices, notices, approvals and other communications may be provided electronically by email, website notification, SMS or WhatsApp using the contact details supplied by the customer.
Electronic records and communications may be retained as evidence of orders, approvals, delivery instructions and agreements, subject to applicable law.
The customer is responsible for keeping their contact details current and checking relevant messages.
34. CHANGES TO THESE TERMS
KOK Smart Locks may update these Terms when necessary because of changes in:
• Law;
• Business practices;
• Products;
• Payment methods;
• Delivery arrangements;
• Technology; or
• Website functionality.
The Terms applicable to an order will ordinarily be those published when the order was placed, unless a later change is required by law or gives the customer additional rights.
Continued use of the website after updated Terms are published constitutes acceptance of the revised Terms for future use and future orders.
35. SEVERABILITY
If any provision of these Terms is found to be unlawful, invalid or unenforceable, it will be limited or removed only to the minimum extent necessary.
The remaining provisions will continue to apply.
36. NO WAIVER
Failure by KOK Smart Locks to enforce a provision immediately does not waive its right to enforce that provision later.
A waiver is effective only where expressly provided in writing.
37. TRANSFER OF RIGHTS
The customer may not transfer an order, service booking or rights under these Terms without written approval from KOK Smart Locks.
KOK Smart Locks may transfer its rights or obligations as part of a lawful business transfer, restructuring, service-provider arrangement or sale, provided that mandatory customer rights are not reduced.
38. ENTIRE AGREEMENT
These Terms, together with the relevant order confirmation, product page, Return and Refund Policy, Privacy Policy and Shipping Policy, form the agreement between KOK Smart Locks and the customer concerning the order.
Where an order confirmation expressly conflicts with a general provision of these Terms, the specific written order confirmation will apply to that issue.
39. GOVERNING LAW AND DISPUTES
These Terms, website use and purchases from koksmartlocks.com are governed by the applicable laws of the United Arab Emirates.
The parties should first attempt to resolve any complaint directly and reasonably.
Where no resolution is reached, the dispute may be referred to the competent UAE consumer-protection authority, dispute-resolution body or court with jurisdiction.
Nothing in these Terms removes any mandatory jurisdictional or consumer right provided by applicable law.
40. CONTACT INFORMATION
Questions about these Terms, orders or services should be directed to:
KOK Smart Locks
Website: koksmartlocks.com
Email: koksmartlocks@gmail.com
Telephone/WhatsApp: +971 55 351 5200