How do I file a consumer protection complaint in Dubai?

You can file a consumer complaint in Dubai through the Dubai Consumer app, by calling the Department of Economy and Tourism (DET) hotline at 600 545 555, or via the national portal at consumerrights.ae. You must provide a copy of your receipt/tax invoice.

Are stores allowed to charge extra fees for credit card payments in the UAE?

No. Under Ministry of Economy directives, retailers in the UAE are strictly prohibited from adding extra surcharges or processing fees for credit or debit card payments. The advertised price must be the final price paid.

Home/Uae/Consumer Protection Rights Laws Guide

Federal Law No. 15 of 2020 & Cabinet Decision 66/2023

UAE Consumer Rights & Protection Laws

Q: What are my refund and replacement rights for defective goods in the UAE?

Under UAE Federal Law No. 15 of 2020 on Consumer Protection, if a purchased product is defective or faulty, you are legally entitled to a free repair, replacement, or full refund. Store policies stating 'No Refund' or 'No Exchange' are illegal and void when a product has a manufacturing defect.

Your statutory rights under UAE law — mandatory refunds for defective items, 6-month defect presumption, warranty protection, price display rules, and complaint filing portals.

UAE Consumer Protection Law Framework

Consumer rights in the UAE are protected under Federal Law No. 15 of 2020 on Consumer Protection, enforced alongside its executive regulations under Cabinet Decision No. 66 of 2023.

The law applies to all goods and services purchased within the UAE (including brick-and-mortar stores, e-commerce platforms, and digital service providers).

Statutory Consumer Rights under UAE Law

Consumer Right	Legal Provision	Enforcement Details
Defective Product Repair / Replacement / Refund	Article 12	Store "No Refund" policies are void for defective items. Consumer can demand repair, replacement, or cash refund
6-Month Defect Presumption	Cabinet Dec. 66/2023	Defects appearing within 6 months of purchase are legally presumed to have existed at sale
Price Display & Transparency	Article 8	All prices must be displayed clearly in AED including VAT. Surcharges for credit card payment are illegal
Arabic Data & Manuals	Article 17	Invoices, warranties, user manuals, and safety warnings must be provided in Arabic alongside English
Anti-Monopoly & Price Control	Article 14	Strict prohibition on artificial price inflation, hoarding, or misleading discounts
E-Commerce Consumer Rights	Executive Regs	Online retailers registered in UAE must comply with same warranty, return, and privacy rules as physical stores

How to File a Consumer Complaint

Dubai (DET / Consumer Protection)

Department of Economy and Tourism (DET) handles retail, e-commerce, and service consumer complaints in Dubai.

Hotline Phone600 545 555

Official AppDubai Consumer App (DET)

Online Portalconsumerrights.ae

Frequently Asked Questions

Under UAE Federal Law No. 15 of 2020, if a product is defective, you are legally entitled to a free repair, replacement, or full refund. "No Refund" store policies are illegal for faulty items.

File via the Dubai Consumer app, call DET at 600 545 555, or log onto consumerrights.ae with your receipt and invoice.

No. Retailers are strictly prohibited from imposing surcharges for card payments under Ministry of Economy rules.

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Ministry of Economy

• UAE National Consumer Rights Portal: consumerrights.ae
• Ministry of Economy Helpline: 800 1222