Consumer protection law UAE rules govern supplier information, invoices, warranties, safety, and remedies. Consumers may complain to the Ministry of Economy or the competent local authority.
The framework includes Federal Law No. 15 of 2020, as amended by Federal Decree-Law No. 5 of 2023. Cabinet Decision No. 66 of 2023 contains its executive regulation.
Consumer Protection Law UAE
Three instruments make up the framework.
- Federal Law No. 15 of 2020: The main consumer protection law, with consumer rights, supplier duties and penalties.
- Federal Decree-Law No. 5 of 2023: Amended Articles 5, 16, 22 and 35, including the Supreme Committee for Consumer Protection and the competent authority’s role.
- Cabinet Decision No. 66 of 2023: The executive regulation, in force from 14 October 2023, with rules on defects, returns, warranties and complaints.
- Administrative fines: A list of 46 violations, with fines from AED 100,000 to AED 1,000,000.
Local complaint and remedy issues are discussed in customer rights in Dubai.
What Suppliers Must Do
The Law gives the consumer rights by placing duties on suppliers.
- Give an invoice in Arabic. Published guidance states failing to do so can lead to a fine of AED 100,000 (Article 8(4)).
- Give the consumer the warranty document. Published guidance states failing to do so can lead to a fine of AED 100,000 (Article 11).
- Warn the authority and consumers of a potential harm and the protective measures. Published guidance states failing to do so can lead to a fine of AED 500,000 (Article 20).
- Refund the price of a commodity in the cases the executive regulation sets, including where it is defective or does not match the description.
Different conduct may also engage commercial fraud under Dubai law.
Discuss Your Consumer Rights And Records
Share the invoice, warranty, and supplier’s response with Leaders Advocates to discuss your consumer dispute and the appropriate next step.
Penalties
Breaches carry criminal and administrative penalties.
- Specified breaches carry imprisonment of up to two years and a fine of up to AED 2,000,000, or either penalty. These concern Articles 7, 10, 11, 12, 15, 16, 17, and 21, and clauses 1 to 3 of Article 8.
- The Ministry or the competent authority can impose administrative sanctions, including fines, license revocation and, for commercial agents, removal from the register.
- The penalties in the Law do not affect any more severe penalty in another law.
If the product is counterfeit, read about counterfeit goods and UAE law.
How A Consumer Can Complain
Complain in five steps.
- Keep the invoice, the warranty, the product and messages with the supplier.
- Ask the supplier in writing for a repair, replacement or refund.
- If it refuses, file a complaint with the Ministry of Economy or the competent local authority. In Dubai, published guides name the Department of Economy and Tourism.
- For a larger loss, consider a civil claim for compensation under the Civil Transactions Law.
- Keep records of the complaint’s progress.
Frequently Asked Questions
Discuss Your Consumer Complaint
To discuss a consumer dispute, send the invoice, warranty, and supplier correspondence on WhatsApp.
