Before purchasing:

• Before considering to buy an item, customers should inspect the goods carefully at the retail outlet if they meet their needs. If this can’t be done, check the goods upon arriving home.

• Customers should make sure that the receipt contains the retailer details and a detailed description of the goods purchased, date and price. Keep those invoices, warranties, and receipts. You’ll never know when you’ll need them.

After sales:

Suppose the goods are damaged or not to your specification, then do not accept them. You also have the option to call or visit the retailer as soon as possible.

• Once there, try and explain the issue to the retailer and, where possible, explain the defect in detail and ensure that you take all documentation (original receipt and guarantees) with you. Take pictures of the actual defect for your own record. These photos may be useful later.

To be fair, allow the retailer the opportunity to resolve the issue. Give them a reasonable amount of time to do this. The customer is entitled to obligate the dealer or retailer to repair, replace, or return the item if it is faulty and proven to have a manufacturing defect.

If, for some reason, you are not satisfied with the retailer’s response, you may contact the Commercial Compliance and Consumer Protection division at Dubai Economy [Department of Economic Development in Dubai].

Here are the ways you can register a complaint with DED:

1) Call Ahlan Dubai +971 600 545555

2) Send an email to consumerrights@dubaided.gov.ae

3) Personal visit to DED Consumer Protection division.

The process is the same with any customer-service call or when you’re filing a complaint elsewhere. You will be required to give your name and contact details, full details of the retailer or service provider and a description of the case to be lodged.

Ensure that all supporting documents related to the case are with you at the time of lodging your complaint, this includes invoices, warranties, receipts and invoices, letters, emails, notes from phone conversations, supporting photos.

Take note of the unique case number that the Consumer Protection division will give you. Quote this number whenever inquiring about the progress of your case. The Consumer Protection division aims to resolve customer complaints within two working days.

For more information, visit www.consumerrights.ae and download the Blue Book to know the specific details