In the UAE, if a product or service turns out to be defective, the supplier must repair it, replace it, refund it or perform the service again, under Federal Law No. 15 of 2020 on Consumer Protection and its executive regulation, Cabinet Resolution No. 66 of 2023. A blanket "goods sold are not returnable or exchangeable" sign is void, except in three narrow cases. Online purchases carry their own return rights under Federal Decree-Law No. 14 of 2023. The law does not set a general "change of mind" period for shop purchases, so for goods that are not faulty, the shop's written policy matters.
Who this guide is for
This guide is for shoppers who bought a faulty item, had a poor repair or service, saw a price drop right after buying, or received the wrong thing online. It explains what you are entitled to and how to ask for it.
It does not repeat where to complain in each emirate; see UAE consumer complaints: where to complain. Banking, insurance, telecom and property disputes have their own regulators.
What are my rights if a product is faulty?
The law says the supplier must repair, replace or take back the item and refund the price, or perform a service again free of charge, as the regulation sets out (Article 12). The regulation fills in the detail:
| Situation | Your right | Source |
|---|---|---|
| Fault caused by storage, handling, installation or another cause the supplier is responsible for | You choose: return and refund, replacement, or free repair. The supplier must lend you a substitute item free of charge until then | Regulation, Article 27 |
| Goods with no product warranty, or no agent's or distributor's warranty | The supplier must take the goods back and refund the price if the fault, visible or hidden, is discovered within 30 days of it appearing | Regulation, Article 25 |
| The same fault keeps coming back | A new item of the same kind, or a refund, if the same fault occurs three times in the first year and seriously affects performance | Law, Article 13 |
| Repairs keep failing under warranty | Where the repeated fault affects use, value or safety: a new item of the same class, or its value at purchase, after two failed repair attempts (three for vehicles), or if each attempt takes more than 15 days | Regulation, Article 28 |
| Warranty repair takes more than 7 days | A similar substitute item to use free of charge, or another agreed way of compensating you | Regulation, Article 17 |
| Repair work itself | The repair and replaced parts must be guaranteed for at least 15 days from handover | Regulation, Article 26 |
Warranty time is extended. The warranty period is extended by the time you could not use the item because of covered repairs or the supplier's delay (Regulation, Article 19). The supplier must also state clearly, before you buy, what voids the warranty.
Services. If a service was not performed or was done badly, you may choose a full refund, a partial refund, or having it done again properly (Regulation, Article 13). If the supplier refuses or fails to redo it, you can recover the full price (Regulation, Article 29).
Compensation. You may claim compensation for personal or property damage caused by a product or service, except damage from misuse (Law, Article 24).
Are "no refund, no exchange" signs legal?
Not as a blanket rule. The regulation lists terms that are void, including a "goods sold are not returnable or exchangeable" statement, except where (Regulation, Article 34(10)):
- you knew about the defect when buying, accepted it, and this is recorded on the invoice;
- the item's nature or packaging means it cannot be returned to the condition it was sold in, unless the reason is a manufacturing defect, a breach of standards or a mismatch with the agreed specifications; or
- the item is a fast-perishing consumable (unless spoiled or expired at purchase), made to your specifications, or a book, newspaper or magazine.
Any term that stops you getting your money back, or waives your legal rights, is also void (Regulation, Article 34; Law, Article 21). The law does not give a fixed number of days to return a non-faulty item you no longer want. For that, read the shop's written policy and ask the consumer office if the shop refuses.
Prices, invoices and discounts
- Clear prices. Prices must be shown on the item or on a card where it is displayed (Law, Article 8; Regulation, Article 5).
- No card surcharge. A supplier may not add extra charges for paying by credit card (Regulation, Article 5).
- Invoice. You are entitled to a dated invoice in Arabic showing the price, the warranty period and the delivery date (Law, Article 8; Regulation, Article 6).
- Price drop after you buy. If the supplier starts a sale within a week of your purchase without telling you, you can claim the price difference within 30 days of purchase (Regulation, Article 31).
- Used or refurbished goods. Their condition must be shown clearly on the item, in the shop and on the invoice (Regulation, Article 7).
What about online purchases?
Federal Decree-Law No. 14 of 2023 on trade through modern technology gives a right to return or exchange online purchases where goods break UAE rules, arrive defective, incomplete, damaged or not as described, arrive too late to be useful, or do not match the digital contract or the seller's stated terms (Article 7(1)).
That right is lost if you used the item other than to check for faults, if the set return period has passed, for food or consumables that expire within three weeks, and for books, films or software that can be used in one go (Article 7(2)).
Online sellers must show their return and exchange conditions, and a platform is responsible for defects in goods sold by third parties through it (Regulation, Article 40). The consumer law covers online sales only where the supplier is registered in the UAE (Law, Article 3), and the authorities are not responsible for sales by unlicensed suppliers (Law, Article 25). A digital contract worth less than AED 50,000 may not include an arbitration clause (Federal Decree-Law No. 14 of 2023, Article 9).
Step by step
- Stop using a faulty item if it is unsafe, and keep it as it is.
- Find the invoice and warranty. Note the purchase date and when the fault appeared.
- Match your case to a right. Use the table above to choose refund, replacement or repair.
- Write to the supplier. State what you bought, the fault, the article you rely on, what you want and a deadline.
- Get a repair receipt. If you hand the item in, ask for a written record of its condition and the repair time.
- Keep everything in writing. The evidence checklist builder can help.
- Complain if it fails. Take the trader's reply to the consumer office where the business is licensed.
- Track dates. Put the 30-day and repair deadlines in the legal deadline organiser.
Documents checklist
- Invoice or e-receipt
- Warranty card or warranty terms
- Payment proof, such as a card slip or bank statement
- Photos or videos of the fault
- Repair job cards and receipts
- Screenshots of the online listing and the seller's return policy
- Your written demand and the trader's reply
Common mistakes
- Accepting store credit when you wanted a refund. Where the regulation gives you the choice, say which remedy you want in writing.
- Waiting too long. The 30-day rule for goods without a manufacturer's warranty runs from when the fault appeared.
- Using an item you want to return online. Use beyond checking for faults can end the online return right.
- Throwing away the packaging or invoice. These prove what you bought and when.
- Buying from unregistered foreign sites. UAE consumer offices may not be able to help.
When to speak to a licensed lawyer
Most refund disputes end with a clear written demand or a consumer office complaint. Advice is useful if a product caused injury or property damage, if a large sum such as a car is involved, or if the trader refuses any settlement and you are considering court. The free case check can help you set out the facts first, and CaseDaleel can introduce an independent licensed professional only if you choose.
Frequently asked questions
Can I return a product in the UAE if I change my mind?
The law sets no general change-of-mind return period for shop purchases, so it depends on the shop's written policy, unless the item is faulty or not as agreed.
Is a "no refund, no exchange" sign legal in the UAE?
Article 34(10) of Cabinet Resolution No. 66 of 2023 treats it as void, except for accepted known defects, certain non-returnable goods, perishables, custom-made items and books, newspapers or magazines.
What can I do if my product is defective?
Ask the supplier in writing to repair, replace or refund it under Article 12 of Federal Law No. 15 of 2020 and Article 27 of the regulation.
How many times must I accept a repair?
Article 28 of the regulation gives a right to a new item or its value after two failed attempts, three for vehicles, or if each attempt takes over 15 days.
Can I return items bought online in the UAE?
Yes, if they arrive defective, damaged, late, not as described or in breach of the seller's terms, under Article 7 of Federal Decree-Law No. 14 of 2023.
The price dropped after I bought it. Can I get the difference?
If the sale started within a week of your purchase without notice, you can claim the difference within 30 days under Article 31 of the regulation.
Official sources
- UAE Legislation — Federal Law No. 15 of 2020 on Consumer Protection (Arabic)
- UAE Legislation — Cabinet Resolution No. 66 of 2023, executive regulation of the Consumer Protection Law (Arabic)
- UAE Legislation — Federal Decree-Law No. 14 of 2023 on trade through modern technology (Arabic)
- Ministry of Economy & Tourism — Resolve consumer complaints
- Consumer Rights Dubai (DET) — Consumer complaints
General information, not legal advice. CaseDaleel is not a law firm.