A plain-language summary of the rights UAE law gives you when you buy from any online seller — not only from us. We publish it because a customer who knows their rights is easier to deal with fairly, not harder.
1 · The laws that protect you
| Law | What it covers |
|---|---|
| Federal Law No. 15 of 2020 on Consumer Protection | Quality, price transparency, warranties, replacement and refund of defective goods, compensation for harm |
| Cabinet Decision No. 66 of 2023 | The executive regulations that put that law into practice |
| Federal Decree-Law No. 14 of 2023 on Trading by Modern Technological Means | Online and e-commerce selling, including the grounds on which you may return goods |
| Federal Decree-Law No. 45 of 2021 on Personal Data Protection | How your personal data must be handled |
2 · Your core rights
- Goods of a standard quality, matching the description and specification given.
- The declared price — you pay what was displayed, with no undisclosed additions.
- Clear information before you buy: what it is, what it contains, what it costs.
- Repair, replacement or refund of defective goods, at no charge to you.
- Fair compensation for harm caused by a defective good or an inadequate service.
- Return of goods bought online where they are defective, incomplete, damaged, not as described, delivered contrary to the agreed terms, or so late that they are no longer of use (Federal Decree-Law No. 14 of 2023, Article 7).
- Protection of your personal data, and the right to see, correct and erase it.
- To complain to the Ministry of Economy & Tourism.
3 · What the law does not give you
UAE law does not give an automatic right to return a sound, correctly described product simply because you changed your mind. Sellers may set their own policy on that, and must publish it clearly. Ours is in DUHA-POL-01, and for sealed fragrance the answer is no — on hygiene grounds.
4 · How to complain beyond the seller
- Ministry of Economy & Tourism consumer protection: 800 1222
- Through the Ministry's consumer complaint service and its app
- Your emirate's economic department — in Abu Dhabi, the Abu Dhabi Department of Economic Development
Penalties are real. Breaches of the Consumer Protection Law carry fines that
reach AED 2,000,000. That is worth knowing: it is why a legitimate seller takes your complaint seriously.
5 · A note on this summary
This is a plain-language guide, not legal advice, and it is not a substitute for the text of the law. Where this summary and the law differ, the law governs.
