UAE consumer protection law grants specific rights to online shoppers. Here is what every Dubai e-commerce store needs to include in its returns and refunds policy.
UAE Federal Law No. 15/2020 on Consumer Protection and its executive regulations establish clear rights for online shoppers in the UAE. Every Dubai e-commerce store must comply — ignorance of the law is not a defence when the Ministry of Economy investigates a consumer complaint. **UAE consumer protection rights for online purchases:** 1. **Right of return within 14 days** for most categories of goods if the product is defective or does not match its description 2. **Right to a refund** within 14 days of the return request being accepted 3. **Right to accurate product information** — products must match their online descriptions, images, and specifications 4. **Right to price transparency** — all prices must include VAT; no hidden fees at checkout 5. **Right to a receipt/invoice** — a VAT-compliant invoice must be provided for every purchase **Product categories with different rules:** - Perishable food and beverage: returns typically not accepted - Digital downloads: generally not returnable once downloaded - Custom/personalised products: generally not returnable - Underwear and swimwear: hygiene restrictions apply **Your returns policy page — what to include:** - Returns window (at minimum 14 days for eligible products) - Condition of accepted returns (unopened, original packaging) - Who pays return shipping - Refund method (original payment method, store credit, or exchange) - Processing time for refunds - Contact details for return requests (WhatsApp link recommended) - Exclusions list (non-returnable categories) **Writing returns policy in Arabic:** Your returns policy must be in both Arabic and English. Arabic-speaking customers are significantly more likely to read the Arabic version — so your Arabic policy must be human-translated, accurate, and legally compliant (not machine-translated). Smart Screen Technology includes bilingual, legally compliant returns policies in all e-commerce stores we build for UAE clients.
This comprehensive article covers best practices, real-world examples, and actionable insights to help you succeed in your digital projects. Whether you're just starting or looking to improve your existing strategy, you'll find valuable information throughout.
Key Takeaways
- Always prioritize user experience in your decision-making
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Conclusion
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