Federal Law Directives for resolving consumer complaints
- If a remedy cannot be agreed between a seller and the consumer, the responsible government body will decide what is reasonable under the circumstances in accordance with the UAE laws.
- If the Consumer Code of Rights is breached, goods must be repaired or replaced as a first instance.
- Seller has to inform the consumer of the duration of repairs, and provide a replacement product depending on the type and price of the product and nature of defect.
- Consumers are entitled to full refund if the repair or replacement does not meet consumer requirements. The consumer must have:
- Returned the good to the seller within a reasonable timeframe.
- Taken good care of the product and used it in a way that it was meant to be used.
- Consumers are entitled to a full refund if the product they bought is an imitation of a trademarked product or fraudulent.
- Consumers should not expect refunds or replacement, if they:
- Change their mind, or find no use for the good
- Find the same good for a cheaper price elsewhere
- Have been notified of defects or faults at time of purchase (marked as used, or faulty)
- Damaged the goods by using them in wrong ways
- Service providers cannot be held responsible of poor outcomes if the:
- Consumer did not make their expectations clear.
- Consumer insisted on a service being provided in a particular way but does not like the result.
