Consumer protection in the UAE is not theoretical — it is a well-defined legal framework designed to protect people across all types of purchases. Whether you are buying from a physical store or a mobile app, the law is designed to ensure that consumers are treated fairly and have recourse when they are not.

This framework is primarily governed by Federal Law No. 15 of 2020, amended by Federal Decree-Law No. 5 of 2023, and its Executive Regulation issued under Cabinet Resolution No. 66 of 2023. For digital transactions, protections are also provided under Federal Decree-Law No. 14 of 2023 on E-Commerce.

Product Defects Are Legal Violations

In the UAE, if a product is defective — due to poor design, faulty manufacturing, or supply issues — the law holds the provider (retailer, manufacturer, or dealer) responsible. Common examples include appliances that fail on first use, electronics with damaged components, or new vehicles that stall within days of purchase.

If a defect is identified, the provider must immediately halt sales, notify authorities, and offer the consumer a refund, replacement, or repair. If the same issue appears three times within the first year, a full refund or replacement becomes mandatory. Repairs taking longer than seven days also require the business to provide a temporary substitute at no cost.

Warranties Must Be Honored — Without Exceptions

Warranties in the UAE are legally required for both goods and services. Whether written or implied, a warranty guarantees that the product or service is free from defects and compliant with applicable standards.

If it fails, the provider must repair, replace, or re-provide it at no cost. The warranty must specify the coverage duration, what is included or excluded, and the consumer’s rights. Delays in repair entitle the consumer to refunds or replacements, and if the consumer is unable to return the product, the provider must arrange collection or send a technician.

Maintenance Services Are a Legal Right

For any product under warranty, maintenance is not a favor — it is required by law. This includes appliances, vehicles, electronics, and more. Businesses must act promptly, repair defects free of charge, and provide temporary replacements if repairs exceed seven days.

Consumers are also entitled to pickup or technician visits at no extra cost. If service is denied or delayed unreasonably, the consumer may request a refund, replacement, or compensation.

Unfair Contract Clauses Are Invalid

Even if a consumer signs an agreement, certain terms are unenforceable if they attempt to override the law. This includes “no return or exchange” policies (except for custom or perishable goods), subjective quality disclaimers, and clauses waiving liability for defective services.

For example, if a seller defines what is “acceptable quality” after delivering a damaged item — that defense has no legal standing unless you expressly agreed to the defect. Likewise, requiring repairs at specific locations far from the consumer is unlawful if no accessible alternative exists.

Promotions Must Be Honest and Pre-Approved

Sales promotions in the UAE — including discounts, prizes, and competitions — are legally regulated. Providers must obtain prior approval, state all terms clearly, and honor the promotion throughout its advertised period.

Offers must reflect genuine pricing, and any consumer who made a qualifying purchase up to one week before the start of a campaign is entitled to the same benefits. Non-compliance allows the consumer to request a refund within 30 days and may result in penalties or cancellation of the promotion.

Extra Fees for Credit Card Payments Are Illegal

Retailers and service providers are prohibited from charging consumers extra for paying by credit card. This applies to both physical and online purchases. As per Article 5 of the Executive Regulation, the price displayed must be the final price — regardless of how the consumer pays.

Monopolistic Practices Are Strictly Prohibited

To protect fair market access and pricing, the UAE prohibits any conduct that restricts competition. This includes price-fixing, dividing markets among competitors, refusing to sell, or requiring bulk purchases. It also covers selling below cost to eliminate competitors or limiting supply to control availability.

Such conduct is illegal even if it is informal or verbal, and it applies to companies in free zones and e-commerce platforms if UAE consumers are impacted. Violators may face imprisonment, fines of up to AED 200,000, cancellation of agreements, and consumer compensation.

Where to File a Complaint

Consumers in the UAE have several official channels for filing complaints:

• Ministry of Economy – Consumer Protection Department: Handles general complaints nationwide such as unfair pricing, defective goods, or misleading advertisements. Submissions can be made online or via the Smart App.
• Telecommunications and Digital Government Regulatory Authority (TDRA): For issues related to e-signatures, digital fraud, and platform violations.
• Dubai Economy & Tourism (DET): For complaints involving Dubai-licensed businesses. Complaints may be filed via their Consumer App, website, or hotline.
• Economic departments of other emirates: Each emirate has its own complaint platform for locally licensed businesses.
• UAE police e-crime unit: For cybercrime-related cases including identity theft, phishing, and online fraud.
• Emirates Society for Consumer Protection (ESCP): A civil organization that offers mediation and education, and assists consumers in resolving disputes in coordination with official bodies.

Conclusion

The UAE’s consumer protection system is both comprehensive and enforceable. From defective goods to misleading promotions, the law clearly defines the rights of consumers and the responsibilities of businesses. These are not suggestions — they are obligations, backed by legislation, regulatory oversight, and real consequences.

Consumers are encouraged to stay informed, assert their rights, and report violations through the appropriate channels. The law is not only written for you — it is there to be used by you.