Dubai: In a bid to change the retail culture, the Department of Economic Development (DED) said it is set to launch a campaign to encourage retailers to accept goods being returned by consumers.

Most retailers in the UAE do not accept goods being returned and others have their own policy in dealing with them.

"The new campaign highlights that the stance of some retailers that 'sold goods cannot be returned or exchanged' does not comply with Federal Law No 24 of 2006 in respect of protection of consumers, Article (5)," a statement said.

Mohammad Hilal Al Muroushedi, CEO, Commercial Compliance and Consumer Protection Division, DED, said: "Dubai has positioned itself as the shopping capital of the region and is recognised as the major shopping destination for high quality products and global brands. Hence, it is important to ensure that customers receive the best possible service in order to ensure satisfaction and loyalty. The DED is keen to support consumers' rights and make sure that stores are abiding by the rules and regulations in that matter."

Article 5 of Law No 24 of 2006 stipulates that the supplier is required to return or exchange the goods in the event of any defect discovered by the consumer. Such return or exchange shall be carried out in line with the rules decided in the implementing regulation of the law. Additionally, Article (12) of the same law stipulates that all suppliers are required to include in their contracts an obligation of repair or maintenance and to return the goods if a defect is discovered.

The phrase "Sold goods are not to be returned or exchanged" does not comply with the Executive Regulation Article (31) also, which stipulates that consumers shall have the right to obtain a date-bearing invoice, which will include the name and address of the provider, description of goods, sale unit, quantity or number of units sold and price of goods in the local currency.

Do you support this initiative? Should customers be able to return goods they purchased? Would you buy a product that has been returned by another customer?




Shaheen Shaik
Abu Dhabi,UAE
Posted: October 01, 2009, 17:29

Customers have a right to return unused faulty goods purchased from a retailer. There are certain ethics though which the consumers as well as the retailers must maintain. In case a person is buying a jacket and returning the same after a week, how does the retailer know that the person has not worn it more than once? The person might just say that it does not fit and would like to buy something else. In such cases if the retailer agrees for an exchange and keeps the jacket back for sale and another customer purchase it, then the second customer is buying a product which is used by someone. When electronic goods etc are returned for reasons of manufacturing defects, the retailer must accept the same and comply for a refund or exchange. This rule will increase consumer confidence as at times certain retailers can get quite irksome when the issue of exchange or refund comes up.
Naina Nair
Posted: October 01, 2009, 16:07

Its a good move and well appreciaited.
Sreeprakash Menon
Posted: October 01, 2009, 14:23

This movement would end the trading of defective and lifeless objects. several shopkeepers trade out fake goods, this movement would help prevent. Whereas this is a positive step from the consumers perspective.
Waqas Mushaf
Ras Al Khaimah,UAE
Posted: October 01, 2009, 14:21

A law is useful when practical. I am a retailer, i cannot take back opened products, music cd's or undergarments. I cannot take back a product that does not have the complete packaging or the packaging is damaged. If there is a issue with the product not working, we are happy to replace with a new product if bought to our notice in 48 hours, after that we can only cover under warranty as provided by the manufacturer. We are retailers, not manufacturers, and the consumer decided what he wants. He is protected by the law, not against retailers, but that the manufacturer of the product must provide warranty and service it. We do help and deal only with suppliers that will back up the customer. All sides need to be practical. Also, consumers are not always right, we have instances of people trying to return to us things purchased from another supplier, and when we prove we never sold it to them, they run away like embarrassed and discovered..
Posted: October 01, 2009, 13:45

I welcome this basic consumre right in practise internationally! Having lived in the US, I find it extremely restricting and violation of a basic consumer right to return or exchange a recently purchased item if the purchase does not work out for the consumer. Branded stores in the UAE clearly indicate on the sales receipt that purchases made from their discounted or 'sale' items selections cannot be returned nor exchanged. This is completely unfair and against consumer trade rights. In America, all purchases even from exclusive high-end department stores and items from their sales selections could be easily exchanged if not returned for either a store credit or for another item and if there happens to be a balance, the customer is usually refunded the balance. Whereas in Bur Juman I had recently purchased an expensive designer item that was on sale, the snooty sales clerk reminded me that there would be no refunds, returns or exchanges allowed once the item was sold because it was a 'sale item'. This is so unfair!
Masarrat Z. Shaikh
Abu Dhabi,UAE
Posted: October 01, 2009, 11:03

I had bad experince with a retail store in turkey. they have no return policy only exchange within 7 days. i found some of the toys to be defected when i tried to return or exchange they refused despite the fact they accepted that those are defected. i dont expect such behaviour in turkey or any good retail chains.
Posted: October 01, 2009, 09:58

I fully support this initiative. Customers have to make sure they collect the bill with serial number and name of the product, which they bought. This movement will increase the reliability of Dubai Market. Ultimately this law is not encouraging to sell the used products to customer, but to protect their rights.
Asokan P. P.
Posted: October 01, 2009, 09:56

Yes, I do support that customers should able to return goods they purchased, because they pay so much money, but they don't get good quality goods, twice i had experience with a shop in Bur Dubai. I bought shoes, which broke the very next day.
Posted: October 01, 2009, 09:44

This step will increase the confidence of consumers and it will definitely boost the retail sector. Moreover UAE is jumping into the modern shopping culture of the world. Salute the officials.
Suresh Theyyath
Posted: October 01, 2009, 09:43

Good move by the DED. How can you not give consumers a right to return / exchange defective goods? The retailers enjoy too much power. The DED should also open a complaint center / line for consumers to report retailers that do not comply with article 5 of Law No 24 (2006). A majority of shoppers do not know of this law nor do they know who to contact.
Posted: October 01, 2009, 09:21

About time. I truly think that they should enforce (already law) by any means possible. we also need address details of the (DED) and how we can put our complaints forwards.
Posted: October 01, 2009, 08:50

Of course customers should be able to return (for total refund a.d / or exchange) goods that they bought but later realised that they do not need or does not suit the purpose for which the purchase was intended. However, the retailers may stipulate that returns must be made within a stipulated period such as 2 or 3 weeks from date of purchase and that the return must be accompanied by the original invoice. This will increase customer confidence and boost sales for the retailer.
Najm Al Ehsan
Abu Dhabi,UAE
Posted: October 01, 2009, 08:39

it is a great job from the side of authorities as there are so many fake products in the markets.
Posted: October 01, 2009, 08:04

Yes, sure I will buy but the product, which is returned by others but it should not be tampered or used, which affects the hygiene and reputation of the product and the seller. So, the seller itself must make sure when the customer returns the sold goods.
V.S. Saravanakumar
Posted: October 01, 2009, 07:10

I appreciate this move against retailers. They are reluctant to take back any faulty goods and sometimes behave coarsely if asked to change and return back the purchased goods.
Arbab Ali Khokhar
Posted: October 01, 2009, 07:00

Your comments