Defective Products or Unfair Charges? Your Guide to Consumer Rights in Dubai

Dubai doesn’t mess around when it comes to consumer rights. The rules are tighter than in many parts of the world, and that’s not just for show; it’s a way to make life easier, fairer and more predictable for everyone who lives and shops here. In a city that thrives on retail, tourism and a fast-paced lifestyle, things need to run smoothly. If you’ve spent any time in Dubai, you’ve probably noticed how seriously the government takes things like product quality, pricing transparency and fair treatment. There’s a clear system in place, backed by law, to protect you as a consumer.

From luxury goods to groceries, electronics to used cars, every transaction is expected to meet certain standards. If something doesn’t live up to those standards, there are proper channels to raise a complaint; and most of the time, you’ll get a quick resolution. That’s because Dubai’s authorities don’t just set the rules, they actively enforce them. Businesses know the consequences of breaking them and consumers know where to go when something feels off.

Whether you’re a resident or just here for a short stay, these protections apply to you. So if you’ve ever been unsure about your rights when returning an item, getting a refund or reporting a faulty product, this guide breaks it all down. It covers everything from how to file a complaint to what you’re entitled to when shopping online or in-store.

Who Sets the Rules?

Consumer rights in Dubai are backed by Federal Decree Law No. 5 of 2023, which updates the broader Federal Law No. 15 of 2020. This law applies across all of the UAE, covering goods and services sold in both the mainland and free zones, including those offered by local eCommerce platforms. The goal is simple: make sure consumers get fair treatment, safe products, clear information and honest service.

It covers everything from your right to a safe shopping environment to your right to fair compensation if something goes wrong. You also have a right to privacy: businesses aren’t allowed to use your personal data for marketing without consent. Suppliers are expected to respect local customs, give you proper invoices in Arabic, settle disputes quickly and provide honest, transparent product details.

Enforcement is handled by several government bodies. The Ministry of Economy’s Consumer Protection Department oversees the law nationwide, working with each emirate’s Department of Economic Development (DED) to track prices, handle complaints and run awareness campaigns. In Dubai, that’s the Dubai Department of Economy and Tourism (DET).

If you ever run into a problem, these departments make it easy to raise a complaint and get help. They’re not just reactive either; they regularly publish product recalls, monitor market activity and work to stop shady practices before they reach consumers.

So the next time you shop in Dubai, know that there’s a full system in place making sure your rights are protected from start to finish.

UAE Consumer Protection Law

The UAE’s Consumer Protection Law is designed to make sure every shopper, customer or client gets fair treatment, honest information and safe products or services, whether in-store or online.

Scope of the Law

Applies to all goods and services offered by suppliers, advertisers and agents across the UAE, including mainland and free zones.
Covers products and services sold via UAE-registered eCommerce platforms.
Does not apply to online transactions between UAE consumers and foreign-based eCommerce businesses.

Key Consumer Rights

Consumers in the UAE are legally entitled to:

A safe and appropriate environment when buying goods or using services.
Accurate, clear information about the products or services they purchase.
Transparency about their rights and responsibilities.
The freedom to choose the most suitable product or service in the market.
Fair compensation if they’re harmed by defective products or poor-quality services.

Supplier Responsibilities

By law, suppliers must:

Protect consumer privacy and avoid using personal data for marketing without permission.
Respect local customs, values and religious sensitivities in their offerings.
Resolve consumer disputes efficiently.
Provide clear, dated invoices in Arabic (additional languages allowed).
Ensure online listings include licensing info, product specs, contract terms, warranties and other key details.

Additional Protections

Any contract clause that harms the consumer or releases the supplier from their legal obligations is automatically void.
Suppliers who mislead consumers, hide crucial info or refuse free repairs or replacements for defective products can face up to 2 years in jail and fines of up to AED 2 million.

Consumer Rights in Dubai

Dubai’s consumer protection laws and initiatives are designed to build a fair, transparent and trustworthy marketplace: for both consumers and businesses.

For Consumers

Access to Information: Clear guidance on consumer rights, responsibilities and how to resolve disputes.
Fair Treatment: Protection from unfair practices like false advertising, overpricing and poor service.
Support Channels: Easy access to support through complaint portals and dedicated departments.
Confidence in the Market: Rules that ensure products and services are safe, clearly described and priced honestly.
Data Privacy: Protection against misuse of personal data for marketing purposes.

For Businesses

Regulatory Clarity: Clear policies that help businesses understand their responsibilities.
Ethical Guidance: Resources and standards that promote fair treatment of customers.
Trust Building: Support to implement fair trade practices that boost long-term customer relationships.
Dispute Resolution: Frameworks for efficiently handling consumer issues while protecting business interests.

The overall goal of Dubai’s consumer protection framework is to create a transparent, balanced and trustworthy marketplace. It aims to ensure that everyone understands the rules and can rely on a fair system, while protecting consumers and supporting ethical business practices.

By promoting accountability and enforcing clear standards, the framework encourages fair play across sectors. It also supports economic growth by building a sustainable and competitive environment where both consumers and businesses can thrive. This approach, led by the Dubai Department of Economy and Tourism (DET) and the Dubai Corporation for Consumer Protection and Fair Trade (DCCPFT), empowers all market participants and strengthens Dubai’s reputation as a reliable place to shop, trade and invest.

How to File a Consumer Complaint in Dubai

Dubai’s consumer protection rules are solid, but they only work if people use them. If you’ve bought something that didn’t live up to what was promised or had a service go sideways, knowing how to file a complaint can help you get things back on track and hold businesses accountable.

1. Submit your complaint

Use one of these channels:

DET’s website
The Dubai Consumer app
Call 600 545555

Attach any documents that support your case.

2. Verification call

You’ll get a call from DET within two working days. They might ask for more details or documents, which you’ll need to provide within two days.

3. Jurisdiction check

Your case is reviewed to see if it falls under DET’s responsibility. If it doesn’t, they’ll let you know.

4. Contacting the business

DET reaches out to the business (the “defendant”) and starts a settlement discussion.

5. Settlement negotiation

A DET officer helps mediate between you and the business to find a fair solution.

6. Settlement confirmation

Once both sides agree, the terms are documented. You’ll get an update by SMS and email.

7. Implementation review

On the date agreed, DET checks if the business followed through. If not, they follow up with the business directly.

8. Final follow-up

If there are delays or the issue isn’t resolved, DET steps in to take further action and keeps you updated.

What You’ll Need to File a Consumer Complaint in Dubai

Before you file, get your documents ready:

Receipt or invoice.
Warranty or contract (if applicable).
Screenshots, photos or voice recordings that support your claim.

These help prove what was promised vs what was delivered.

When Should You File a Complaint?

You should file a complaint when:

The product is defective or unsafe.
Key information like expiry dates or ingredients is missing or wrong.
You were overcharged or misled by a promotion.
A refund, exchange or warranty was denied unfairly.
A service wasn't delivered as agreed.
The business acted unfairly or refused to resolve the issue.

Try sorting it out directly with the seller first. If that doesn’t work, move to the formal complaint process.

Who Can File a Complaint?

Anyone can file a complaint: residents, tourists and anyone who’s made a purchase from a licensed business in Dubai. The business must be registered with the Dubai Department of Economy and Tourism (DET).

What is the Eligibility Criteria for a Complaint?

Your complaint needs to fall within DET’s jurisdiction. That includes:

Faulty products
Service delays or incomplete work
Unfair pricing or hidden charges
Disputes over refunds, warranties or exchanges
Poor customer treatment by licensed businesses

DET doesn’t deal with:

Purchases made in other emirates
Real estate, telecoms, banking, or insurance issues
Cybercrime, fraud, or complaints about unlicensed sellers
Technical issues that need expert input
Spoiled food or counterfeit cosmetics

If your issue falls outside DET’s scope, you’ll need to contact the relevant authority like Dubai Police, RERA, or the TRA.

The laws are clear, enforcement is strong, and the authorities are responsive. The best thing you can do? Stay informed, ask questions before you buy, keep your receipts and don’t be afraid to speak up if something feels off.