FAQs

1. How can DED help me as a consumer?

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, facilitates this process between retailers and consumers. In the event that you have an issue and you fail to reach an amicable solution with a retailer, DED can assist you.
2. When do I have the right to complain?

If you purchase a product or service and are not happy with that product or service, for example, it may be faulty, may not be what the box stated it was, or was not delivered as per the agreed contract of sale, and if you have attempted to resolve this with the retailer or service provider involved and no amicable solution has been reached, then you can complain to DED to assist with providing a remedy.
3. How do I lodge a complaint?

You can lodge a complaint by:
Phone - Call Ahlan Dubai on 600 54 5555
Fax - Fax Ahlan Dubai on 04 2020707
Email - consumerrights@dubaided.gov.ae
4. Who is covered by the consumer code of rights?

All consumers in the UAE or outsiders are covered by the Consumer Code of Rights however the Dubai DED will only deal with complaints related to retailers in Dubai.
5. Is there a specified time period during which I have to return my goods?

Legally speaking, a consumer has the right to resort to the retailer at any time a defect appears within the warranty period, however each store may have their own exchange/refund policy. This is allowed as long as the refund policy is clearly marked on the receipt of purchase or at the point of sale counter.
6. How do the consumer code of rights relate to the provision of services?

Whether you purchase a good or service, the consumer law will protect you. In this case, if a service is not carried out as agreed, in writing, you have the right to a remedy from the service provider. They should either agree to provide the service again or to provide a refund if this is not carried out satisfactorily.
7. What are my rights if the price on the product tag is lower than the price at the checkout?

Legally, the displayed price is the price that the retailer must sell the item at even. If the displayed price is less than the cashier price, you pay displayed price only.
8. What if my goods are damaged during delivery?

When a retailer arranges delivery of goods for a customer, whether for a fee or not, it is their responsibility to deliver the items in good order. We recommend that as a consumer, you do not sign the delivery note without prior thoroughly checking the items.
9. What are my rights if there is a recurring fault in a product that I purchased which the retailer has continued to have repaired?

If a retailer has attempted to repair a faulty product on more than one occasion and the product is still faulty then we recommend that you request a replacement provided this is within a suitable time period. Legally, a product is supposed to serve the purpose for which you have purchased it. Keep in mind that retailers will aim to satisfy customers to maintain goodwill.
10. Does the consumer law protect me if I purchase fake consumer goods?

The sale of fake goods in Dubai is illegal. If the DED is notified of such retailers, we will send an inspection team to investigate and generally, all the fake items will be confiscated and the retailer will be fined. In case of a repeat offence, the store will be temporarily closed.
In most cases, a receipt will not be provided as proof of purchase of fake consumer goods. We ask all consumers to request a receipt of purchase for all goods and services bought and keep it so that in the event of a dispute, we have relevant documentation to assist with the resolution process.
11. How do I know if sales and promotions are genuine?

All stores holding sales or promotions must apply for a permit through the DED. If a permit is granted then you can be certain that the sale or promotion is genuine.
DEDâ€™s has a team of inspectors who regularly monitor the sales and promotions environment in Dubai so consumers can shop with confidence during various shopping festivals and events.
12. Am I protected by the Consumer Code of Rights if I purchase from an online trading website

The internet marketplace is borderless. For you, this means shopping in another country is as easy as clicking a mouse. If you have a problem with something you buy online, your options to resolve the problem will depend on whether the business is based and licensed in Dubai or based overseas. For all online shopping we recommend that you investigate the validity of the site and goods it sells prior to making a purchase.