If a Dubai retailer or service provider has sold you a faulty product, refused a fair refund, or used a misleading price, you are protected by Federal Decree-Law No. 5 of 2023 on Consumer Protection and enforced locally by Dubai Economy & Tourism (DET). This guide explains your rights in Dubai and exactly how to complain.
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Who protects consumers in Dubai
Consumer protection in Dubai is enforced by the Department of Consumer Protection at Dubai Economy & Tourism (DET). DET handles complaints against shops, malls, online stores, and service providers licensed in Dubai, and can mediate disputes, order refunds or replacements, and fine traders that breach the law.
The national portal consumerrights.ae and the DET consumer hotline 600 545 555 are the main entry points. The Ahlan Dubai / Dubai Consumer app also accepts complaints.
Your core rights as a Dubai consumer
- Accurate pricing: the displayed price in AED is what you pay — undisclosed fees, fake “sale” discounts, and bait pricing are prohibited.
- Quality and safety: goods must match their description and meet UAE (ESMA) standards.
- Warranty: a minimum 2-year warranty applies to most manufactured goods (see the warranty guide).
- Redress: repair, replacement, or refund for defective goods, and the right to complain to DET.
How to file a consumer complaint in Dubai
Follow this escalation path:
- Step 1 — Complain to the trader. Raise the issue in writing and keep the receipt, order confirmation, and any chat or email.
- Step 2 — File with DET. Submit online at consumerrights.ae, via the Dubai Consumer app, or call 600 545 555. Attach proof of purchase and a short description.
- Step 3 — Mediation. DET contacts the trader and mediates; most complaints are resolved within a few weeks.
- Step 4 — Dubai Courts. If mediation fails, file a civil claim (see below).
Refunds, returns and e-commerce in Dubai
UAE law does not give a general “change of mind” refund right — that depends on the retailer’s policy, which must be displayed. However, you are entitled to a remedy when goods are defective, not as described, or not delivered on time. For online and distance purchases, you can usually cancel before dispatch, and goods that do not match the website can be returned at the seller’s expense.
Escalating to Dubai Courts
If your claim is not resolved through DET, you can file a civil claim in the Dubai Courts. Smaller claims benefit from simplified, lower-cost procedures, and you generally do not need a lawyer for modest amounts — though advice is sensible once the value or complexity rises. Keep all receipts, photos of defects, and your correspondence as evidence.
Frequently Asked Questions
How do I file a consumer complaint in Dubai?
File with Dubai Economy & Tourism (DET) at consumerrights.ae, through the Dubai Consumer app, or by calling 600 545 555. Try to resolve with the trader first and keep your receipt and correspondence; DET will then mediate, and you can escalate to Dubai Courts if unresolved.
Can I get a refund in Dubai if I change my mind?
Not automatically. UAE law does not mandate a change-of-mind refund — it depends on the retailer's displayed return policy. You do have a right to repair, replacement, or refund if the goods are defective or not as described, and online orders can usually be cancelled before dispatch.
What is the DET consumer protection hotline in Dubai?
Dubai Economy & Tourism's consumer hotline is 600 545 555, and complaints can also be filed online at consumerrights.ae or via the Dubai Consumer app.
Which court handles consumer disputes in Dubai?
Unresolved consumer disputes are filed as civil claims in the Dubai Courts. Lower-value claims use a simplified, lower-cost track; larger or more complex matters follow standard civil procedure and benefit from legal representation.
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Published 2026-06-28. General information only — not legal advice. Contact us for matter-specific advice.