oklok.kg

Cancellation and refunds

Published: 28 October 2026.

1. Order cancellation

1.1. An unpaid order can be cancelled on the order page. If an order is not paid within 30 minutes, it is cancelled automatically.

1.2. To cancel a paid order before receiving the goods, please contact us:

E-mail: [email protected]
Phone: +996 500 528 372

Please include the order number, the payment date and your contact details.

2. Refunds

2.1. Refunds are made in the cases and in the manner provided by the laws of the Kyrgyz Republic and this Policy.

2.2. If a paid order is cancelled before the goods are handed over, the full order amount is refunded.

2.3. Goods of proper quality may be returned after receipt in the manner provided by the Law of the Kyrgyz Republic "On Consumer Protection". The goods must show no signs of use and be complete, with the packaging, tags, documents and warranty card retained.

2.4. If a defect is found, the Seller accepts the goods and, if necessary, sends them for inspection to an authorised service centre. If the defect is confirmed, the Buyer may request a replacement, repair or refund in accordance with the law.

2.5. Refunds are made to the same payment instrument used for payment, where technically possible and permitted by the payment system rules.

2.6. The time it takes for the money to reach your account depends on the card issuer and the payment system and may differ from the date the Seller processes the refund.

3. Card payment security

3.1. The website uses the internet acquiring of a partner bank.

3.2. Online payments are protected by 3D-Secure technology, which adds an extra check of the cardholder's identity and reduces the risk of fraud.

3.3. When paying, the Buyer enters card details on a secure payment page.

3.4. Depending on the card issuer's requirements, the payment may need to be confirmed with 3D-Secure, a one-time code sent to the Buyer's phone.

3.5. The Seller never asks the Buyer to tell company staff:

  • your card PIN;
  • the CVV/CVC code by phone or messenger;
  • the one-time 3D-Secure password;
  • your online banking password;
  • confirmation codes for banking operations.

Never share one-time payment confirmation codes with anyone.

4. If a payment fails

If a payment is declined, we recommend that you:

  • check that the details you entered are correct;
  • make sure there are sufficient funds on the card;
  • check that the card allows online payments;
  • contact the bank that issued the card if necessary;
  • contact our support team.

Support: [email protected], +996 500 528 372

5. Payment confirmation

After a successful payment, the order and its payment status are shown on the website and sent to the e-mail address provided when placing the order.

6. Important

We never ask Buyers to give company staff their banking app password, PIN or one-time confirmation code.

If you receive a suspicious message in our name, do not follow any links and contact us through the official contacts listed on the website.

Last updated: 28 October 2026.