Refund & Return Policy
Koot is committed to providing you with the freshest and highest quality products. We have strict quality control procedures to inspect every item before shipping to ensure our high standards are met. However, if you receive an item that appears defective, we will work to promptly resolve the issue.
Return and Refund Review Timeline
To initiate a return or request a refund, please contact Koot's customer service team within 24 hours of delivery at info@koot.ae. Our team will evaluate your request and work to find a resolution as quickly as possible. Returns and refunds will not be accepted if more than 24 hours have passed since delivery of your order.
Return and Refund Qualification Standards
If for any reason you need to return an item, please review the following policies:
- Only unopened and unused dry grocery items in their original packaging are eligible for return.
- All returns must be accompanied by proof of purchase showing the order was placed through Koot. We recommend keeping your delivery receipt for this purpose.
- Items must be in their original condition and packaging to be accepted for return.
- Perishable goods, refrigerated and frozen items are not eligible for return or refund due to food safety regulations.
- Sale items are final purchase and cannot be returned or refunded unless defective.
Our team is committed to ensuring your satisfaction with your Koot orders. If you have any questions about our return and refund policies, please contact us at info@koot.ae. We will happily assist you.
Return Process
If you are unsatisfied with a product for any reason, please contact our customer service team within 24 hours of receiving your order. Once we receive your returned item, our warehouse team will inspect it within 1-2 business days. We will check for any damage, defects, or other issues. After inspection, we will notify you by email whether your return has been approved or rejected.
Refund Payment Process
If your refund request is approved, we will initiate the refund process and credit the amount back to your e-wallet. You will receive an email notification once the refund has been processed. Please note that the time it takes for the refund to be credited is typically 5-7 days, although it may vary depending on your bank's processing time.
Order Cancellation
We understand that unforeseen circumstances may arise that require you to cancel your order with us. However, cancellations can be disruptive to our operations, so we kindly ask that you only cancel orders when absolutely necessary.
If you need to cancel your order, please contact us as soon as possible. We will do our best to accommodate your request, but cannot guarantee approval of all cancellation requests. Approved cancellations will incur a cancellation fee to cover the costs we have already incurred to process your order. The cancellation fee will be determined on a case-by-case basis.
In the rare event that we must cancel your order due to unavailability of a product or other factors outside of our control, we will notify you promptly and issue a full refund. Your satisfaction is our top priority.
If you have any questions or concerns regarding our refund policy, please do not hesitate to reach out to our dedicated customer support team at info@koot.ae. They are available to assist you and provide any additional information you may require.
