UAE consumer protection law : rights, duties and penalties

Federal Decree Law No. 5 of 2023 amending Federal Law No. 15 of 2020 strengthens consumer rights over goods and services in the UAE. It applies to transactions in mainland, free zones and e-commerce operated from the UAE. Foreign online platforms not established locally are generally out of scope.

Consumer rights

• Appropriate and safe environment when buying/receiving services.
• Access to correct information on goods/services (features, price, terms).
• Information on rights and obligations.
• Right to choose the most suitable product/service.
• Right to fair compensation if defective goods or inadequate services cause loss.

Supplier obligations

• Protect privacy and data; no marketing use without a lawful basis.
• Respect religious values, customs and traditions.
• Resolve disputes promptly.
• Issue a dated invoice (in Arabic at a minimum; other languages optional) stating trade name, address, goods/services, price and quantity.

UAE e commerce businesses must disclose the licensing authority, Arabic product/service information, specifications, contract terms, payment, warranty, etc., to consumers and authorities.

Prohibitions and nullity

Contract terms that harm the consumer are prohibited and void. Any clause that exempts the supplier from legal obligations (information, guarantee, repair/replacement) is also null.

Penalties

Non compliance can lead to imprisonment (up to 2 years) and fines (up to AED 2 million), especially for failure to provide clear labelling, misleading pricing, false advertising, or refusal to repair/replace a defective product free of charge.

Telemarketing rules (2024)

Cabinet Resolution No. 56 of 2024 regulates telemarketing (channels, times, privacy). Cabinet Resolution No. 57 of 2024 sets administrative penalties for breaches.

Operator checklist

• Map B2C flows (on/offline); check local licensing for online shops.
• Provide complete Arabic information; update policies (returns/warranty/after‑sales).
• Ensure compliant pricing/labelling; avoid misleading claims.
• Set up complaints handling and robust traceability.

The UAE framework strengthens transparency (information, Arabic invoices), safety (compliant products/services) and redress (compensation, replacement). Businesses should align customer journeys, documents and processes, particularly in e-commerce, to reduce penalties and improve consumer trust.

Our lawyers, who are experts in business law, are available to answer all your questions and provide advice. We offer face-to-face meetings or videoconferencing. You can make an appointment directly online at https://www.agn-avocats.fr/.

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