E-Commerce Returns Policy in UAE: Legal Requirements & Best Practices

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.