Defective product and consumer claim in the UAE

Article 7 of the Modern Technology-Based Trade Decree-Law gives consumers return or replacement rights in specified cases, including goods received defective, damaged, incomplete or contrary to the trader’s description. Keep the listing, invoice and delivery-condition evidence. The statutory grounds and exclusions must be checked; this is not an unrestricted change-of-mind return policy or an automatic refund for every online order.

• Modern Technology-Based Trade Decree-Law, Article 7

Article 13 addresses the same defect occurring three times in the first year after receipt and fundamentally affecting the product’s functioning. It requires replacement with a new product of the same type and specifications without cost, or taking it back and refunding its value, under the executive rules. Preserve each repair and recurrence date; unrelated faults or later years need separate assessment.

• Consumer Protection Law, Article 13

Executive Article 27 gives that choice where the defect is attributable to the provider, including storage or installation: refund, replacement or free repair. It also requires a free substitute pending repair or replacement. Establish the cause; this is not a change-of-mind rule.

• Consumer Protection Executive Regulations, Articles 27–28

Executive Article 28(3) provides for deducting consumption where the consumer partly benefited and repairs failed three times or more. Keep repair and use records; no fixed depreciation percentage is stated in that clause. This differs from assuming every repeat defect produces a full cash refund.

• Consumer Protection Executive Regulations, Articles 27–28

Article 24 allows claims for personal or material damage caused by using the goods or service and invalidates agreements excluding that right. Damage from misuse or use contrary to instructions is excluded. Article 23 permits authority testing where needed; the provider bears testing cost if the goods are found invalid.

• Consumer Protection Law, Articles 23–24

Start with the competent consumer-protection authority for the trader’s licence and activity. Dubai DET’s published channel requires a Dubai licence, the affected consumer or authorised representative, and purchase evidence; some cases need an authorised technical report. It excludes tourism, property, banking, insurance and construction. Other emirates and regulated sectors use their relevant authority.

• Dubai DET — consumer complaint eligibility
• UAE Government — consumer protection authorities

Executive Article 28 addresses recurring or multiple defects unrelated to consumer use during warranty. The defect must impair use, value or safety. Its repair condition covers two failed attempts, three for vehicles, or repeated attempts exceeding 15 days each including parts. Keep dates and findings; these conditions differ from the Law’s first-year recurrence rule.

• Consumer Protection Executive Regulations, Articles 27–28

Preserve receipt and warranty, product description, defect photographs, inspection or repair records and seller correspondence, prepare a dated chronology and identify any notice or deadline. Send those materials to CounselO for an initial assessment of the facts, forum and options in the UAE.

For this problem, start with receipt and warranty, product description, defect photographs, inspection or repair records and seller correspondence. Add a short dated summary and identify any notice or deadline. The final list depends on the facts.

Yes. The initial assessment and document review can begin through WhatsApp, email or the consultation form in Arabic or English. Formal filing, attendance and reserved representation work are scoped separately where required in the UAE.

The review addresses this question: What defect appeared and what remedy was requested from the seller? CounselO examines receipt and warranty, product description, defect photographs, inspection or repair records and seller correspondence, checks the applicable framework and authority, and explains the supported options and remaining uncertainties within the agreed scope.

CounselO targets a professional response within 24 hours, subject to the matter’s scope, urgency, intake completeness and service availability. The target is not a guaranteed legal outcome or filing deadline.