Ensuring Consumer Rights in the UAE
What Happens When a Faulty Product Isn't Replaced? UAE Consumer Protection Rights
In the United Arab Emirates, strict regulations are in place to protect consumers, ensuring that buyers' rights are not violated. If a product repeatedly fails and the retailer only offers repairs instead of a replacement, the consumer protection law allows buyers to seek remedies.
How does the warranty work in the UAE?
Under UAE consumer protection laws, every seller is required to issue an invoice that includes:
a, the seller's contact information,
b, the date of purchase,
c, details of the goods or services,
d, quantity and price,
e, and warranty terms.
These provisions are regulated by the Executive Regulation of Federal Law No. 15 of 2020 on Consumer Protection and the associated Cabinet Resolution No. 66 of 2023. If a warranty accompanies a product, the seller must indicate it in a separate document or on the invoice.
When is a consumer entitled to a replacement?
When a product fails, the seller has three options:
1. Provide repairs: The seller is obliged to repair the faulty product free of charge during the warranty period.
2. Provide a replacement: If a product fails multiple times after repairs and it becomes clear that the issue cannot be resolved, the consumer may be entitled to a replacement.
3. Provide a refund: In certain cases, when the defect is significant, or the seller is unable to fulfill the repair or replacement obligation, the consumer may request a refund.
What can a consumer do if the seller refuses to replace?
1. Contact the consumer protection authority: In the UAE, the Ministry of Economy has a Consumer Protection Department that customers can approach with a complaint. Complaints can be submitted through their online platform or via local economic departments.
2. File an official complaint: The consumer should collect all related documents - such as receipts, warranty, and repair reports - and attach them to the complaint.
3. Enforce legal rights: According to Article 6 of Cabinet Resolution No. 66 of 2023, the seller is obliged to replace faulty products if they repeatedly fail and do not meet the requirements for intended use.
Useful tips for consumers in the UAE
a, Keep the receipt: The receipt is the most crucial evidence for validating a warranty claim.
b, Know the warranty details: Always be informed about the warranty terms and duration before purchasing.
c, Communicate with the seller: The first step is always to try to resolve the issue directly with the seller.
d, Use official channels: If the seller refuses to cooperate, the Consumer Protection Authority offers a quick and effective solution.
Conclusion
UAE consumer protection laws strongly safeguard all customers, ensuring they do not endure unfair treatment. If issues arise regarding a faulty product and the seller is unwilling to provide a suitable solution, mechanisms are available for buyers to enforce their rights.
