Know your rights as a shopper
A faulty phone, a price that jumps at the till, a parcel that never comes. Most of us just shrug and pay. UAE law says more than you might think. Guess first, then play the cards.
What the law actually says
From UAE Federal Law No. 15 of 2020 on Consumer Protection, which applies across the country. Its executive regulations add the details.
If a product has a defect, the supplier must repair it, replace it, or take it back and refund the price (Article 12).
If the same fault happens three times in the first year and affects how the product works, the supplier must replace it free or refund it (Article 13).
Any term in a contract, invoice or elsewhere that frees the supplier from its duties under the law is void (Article 21).
The price must be clearly shown on goods for sale, and the invoice must be in Arabic, with other languages allowed too (Article 8).
Suppliers must honour all warranties and provide spare parts and maintenance (Article 10).
E-commerce providers registered in the UAE must give you their details and the product, payment and warranty terms in Arabic (Article 25).
Where to complain
Start with the shop, in writing. If that fails, go to consumer protection in the emirate where you bought, or to the Ministry of Economy.
Ministry of Economy consumer line: 800 1222 (also on WhatsApp, per the ministry's website).
The Dubai Consumer app, consumerrights.ae, or 600 54 5555.
Through TAMM, or call 800555.
The Sharjah Economic Development Department's consumer protection service, on sedd.ae or the SEDD app.
Each emirate's Department of Economic Development takes consumer complaints. The UAE government portal u.ae lists them.
Sources: UAE Federal Law No. 15 of 2020 on Consumer Protection (Articles 8, 10, 12, 13, 21, 25), from the UAE legislation portal uaelegislation.gov.ae; Cabinet Resolution No. 66 of 2023 on its executive regulations (penalty schedule, including charging more than the announced price); the consumer protection pages of u.ae, the official UAE government portal (Ministry of Economy line 800 1222, emirate complaint websites); the Ministry of Economy website moet.gov.ae (800 1222 and WhatsApp); the Government of Dubai Media Office (Dubai Consumer app, consumerrights.ae, 600 54 5555); the Abu Dhabi Media Office (TAMM or 800555); the Sharjah Economic Development Department's consumer protection complaints page. Chargebacks are a bank process, not a consumer protection law: ask your card issuer about its rules and time limits. Rules can differ by emirate and can change. This is general information, not legal advice.