Dubai: Not everything you buy can be returned or replaced in Dubai, especially if you just “changed your mind.”
While it is the responsibility of merchants to ensure their goods are in good condition before selling them, customers have responsibilities, too, like making sure the clothes they’re buying fit them before heading to the cash counter.
The Consumer Protection Division of the Dubai Economy (formerly Department of Economic Development) has laid down all the rules to promote consumer protection and fair-trading in Dubai. These rules are included in the Blue Book it earlier issued available in 10 languages.
To better understand consumer rights and how to fight for it or when not to, Gulf News sat down with Ahmad Al Zaabi, Senior Manager Consumer Awareness at Dubai Economy.
Al Zaabi said consumer rights are protected in the UAE but there are limits.
“Change of mind is not considered as an accepted reason for refund/exchange unless the retailer policy provisions a return or refund for such cases,” Al Zaabi said.
This means customers should be aware of the retailer’s exchange policy when shopping and requesting for refunds as not all accept “change of mind” as a reason for refund or exchange of products.
Other reasons for non-entitlement to refund or exchange of items are if there is nothing wrong with the item, meaning there are no defects, and if the item was available elsewhere at a lower price.
Al Zaabi said there is no specific product classified as “not to be considered for refund or replacement”.
However, most retails have a no-return policy for products relating to hygiene such as lingerie, cosmetics, and other personal items, unless the retailer has a different policy for it or there is a manufacturing defect.
So what can be refunded, exchanged or returned?
Al Zaabi said the general rule is if there is a breach in agreement or if product is defective and is beyond repair.
“In case of manufacture defect, dealers are obliged to repair the damage (depending of the nature of product) but if repairs cannot be done, the dealer should offer a replacement or refund.”
Items that are not the same as described by the salesperson, or on a label or sign, or in an advertisement, or does not match the sample they were shown may be returned for refund. The same goes for items that are not suitable for the customer’s intended use as described by the salesperson before the customer bought it.
In 2016, Dubai Economy received 27,027 consumer complaints, up by 23 per cent during the previous year. Its Ahlan Dubai call centre received on average 2,252 complaints monthly.
Non-compliance to warranty terms made up the bulk of the complaints at 39 per cent, followed by requests for refunds at 17 per cent. Complaint of damaged goods at 13 per cent came third on the list while ‘lack of safety systems’ came last at 5 per cent.
Four out of 10 complaints in Dubai was about services, followed by electronics, automobiles, textiles, and furniture.
When customers buy clothes or dresses, they should ensure the product matches their needs, including its fit.
“For example, a consumer buys a T-shirt from a shop that has a fitting room but the consumer chose not to go for a trial; if the retailer’s return policy do not offer a refund or exchange then the consumer is not entitled for the same even if he claims later that the T-shirt doesn’t fit,” Al Zaabi explained.
If the consumer is entitled to a refund or exchange as per the consumer protection laws and regulations, then they can raise a consumer complaint by calling the Ahlan Dubai number 600 54 5555.
Dubai Economy resolves consumer complaints within the framework of the UAE Federal Law (24) of 2006 on Consumer Protection. The process ensures settling complaints in a conflict-free way.
“Retailers that do not cooperate with the instructions of Dubai Economy on amicably settling consumer complaints risk facing sanctions, including penalties,” Al Zaabi said.
For the part of the customers, Al Zaabi said they should carefully read terms and conditions, contracts, and ensure that details are illustrated in the invoice (warranty, product type, details of service etc) before closing any deal.
He also urged them to “raise a complaint when you notice a negative practice, even if you didn’t make a purchase; it helps eliminate unhealthy practices.”
