Your Consumer Rights in Dubai

We often get asked queries on our busy forum about how to get refunds and exchanges in stores and what your consumer rights are in Dubai. Policies on returns seem to vary store by store from some having no returns whatsoever to very open return policies. Here we take a look at some advice from the Consumer Rights division of the DED- the Department of Economic Development in Dubai...

The Consumer Code of Rights was issued under UAE Federal Law (24) 2006 by the Ministry of Economy (MoE). In Dubai, the Department of Economic Development's (DED) Commercial Control and Consumer Protection Division has been charged with the responsibility to ensure that consumers and retailers alike comply with the Consumer Code of Rights, understand their responsibilities and, where resolution is sought, facilitate this process between retailers and consumers.

Consumer Code of Rights

1. Goods must meet a level of quality and performance that would be reasonable to expect, given their price and specifications.

2. Goods must be suitable for the purpose that the seller conveys to the consumer, and match the description given to the consumer

3. Services must be carried out with due care and skill

4. Materials used in connection with a service should meet customer requirements

5. Consumers have rights to remedies in the case that there are problems with goods or services provided:

• Repairs, replacements and refunds depending on the nature of goods
• Having services supplied again or refund its value if cannot be done again.

When customers want a refund stores should follow this:

Customers can return goods for a refund (or for a repair, replacement or a credit note) if the item:

• Has a fault that wouldn't normally have been detected at the time they bought it; (hidden fault)
• Is not the same as described by the salesperson, or on a label or sign, or in an advertisement, or does not match the sample they were shown;
• Is not suitable for the customer's intended use as described by the salesperson before they bought it.

What sort of remedy should stores be offering?

• Consumer Rights states that, if it is possible to have the item repaired to the customer's satisfaction, and then you should be given the opportunity to do that, providing the time to do it is not excessive.
• If it can't be repaired, or if it needed more repair, then you should offer a replacement, if this is not possible then a full refund should be offered. In such instances, you can offer a credit note.
• The goods do not have to be returned with the original packaging, but your customer must be able to show proof of purchase, such as a receipt. Price tags and credit card statements are not necessarily considered proof of purchase.
• Your customers have no legal right to a remedy if they have simply changed their mind, or the item is an unwanted gift, or the wrong size etc. However, under such circumstances, if the salesperson agreed at the point of sale to give a refund if the item proved not suitable, this may become a 'condition of sale' and they may insist on a refund.
• Some stores have a very flexible and customer-friendly policy of exchanging goods. They do this for good will, not because Federal law requires them to.

We've underlined the two important bits above- a refund for change of mind, wrong size or an unwanted gift is not guaranteed and depends upon the returns policy of the store. It's best to check this out before you purchase anything in case you are worried. Try things on if you can and if your buying gifts double check if they can be exchanged before you buy.

"No Refunds" signs

Certain store signs relating to refund practices are illegal.

Here are some examples of illegal signs:

"No refunds"
"No refunds on sale items"
"No exchanges"

Your Responsibilities as a Consumer

1. Understand product warrantees, guarantees, origin, storage, expiry and the method of use prior to making a purchase

2. Request a receipt from the seller and ensure that the details on the receipt are correct. Receipts should be kept for your records.

3. For products with an extended lifespan, ensure that you understand the details of the after-sale services and warrantees.

How to make a complaint to a retailer / service provider

Stay calm, even if you are angry
Talk to the retailer / seller. Assert your rights without being aggressive. Stay polite but be clear about what you want.
Keep records

Keep a copy of any:

Receipts
Letters
Emails
Warranties
Notes from phone conversations

Complain in person or on the phone

Remember the person you´re talking to may not be in a position to give you what you want. Stay polite and if necessary ask to discuss the matter with the person in charge.

Keep a record of:

Who you talk to
What you talked about
The date

Follow up with a letter.
Set a deadline

Explain:

What the problem is
What you want them to do about it
When you want it done by (give a reasonable amount of time)

Give your contact details

Give them a contact name and telephone number in case they need to contact you.

Steps to help you resolve your issue

Consumer Rights provides a service to help you to resolve your complaints with retailer / sellers or businesses in Dubai.

If we believe the retailer / seller has acted inappropriately, you can lodge a complaint with us and we will follow our normal complaint handling processes to try to resolve the complaint. It is in your interests to shop with retailers and service providers who display the ´we support consumer rights´ stickers as they are following the Federal Law and will be aware of their rights and responsibilities.

Consumer Complaint Checklist

You may find the Consumer Complaint Checklist useful for checking off what records you need to keep and for useful tips on getting you through each step. Please contact us if you just want to make an enquiry or you need any assistance.

These four steps may help you resolve your problem with a shop or business:

1, Know your rights and responsibilities Find out about your rights and responsibilities. Before you go back to the shop or business, it´s helpful to know where you stand legally. You may have more rights than you think or the shop or business may be within their rights. Knowing where you stand can help you argue your case.

2, Talk to the shop or business involved Sometimes a problem can be sorted out most effectively and efficiently just by sitting down together and talking things over. Keep a list of the phone calls you have made and the people you have spoken to.

3, Put it in writing If talking it over doesn´t work, put it in writing. This will be useful if you need to take further action.

4, Make a formal complaint if your problem still isn´t resolved after following steps 1,2 and 3, you can contact Consumer Rights to make a formal complaint.

For all the latest Consumer Rights In Dubai information visit the website www.consumerights.ae for some great advice, tips and steps to follow as well as how to make an official complaint.

---