Been given the most hideous jumper for Christmas? Or how about a great skirt but in the wrong size? Then you need to know the returns policy law in Abu Dhabi.
With the silly season upon us, the retail world braces itself for an onslaught of returns, exchanges and abuse. The art of gift-giving is never precise. Of course things are going to need to be returned, but to what extent? Aunt Mary isn’t going to think you want to return the beautiful plastic-flower sandals she so lovingly purchased for you, so of course she wouldn’t pass on the receipt. This can lead to annoyance and waste, so it’s best to know your rights for returns, particularly at this time of year. This will save frustration on both the consumer and the vendor’s part.
The law
The Consumer Protection Department oversees retail law and consumer acts. The UAE law number 24 of 2006, on Customer Protection, stipulates (as per www.consumerrights.ae) that every customer has:
•The right to safety – ‘To be protected from products that may cause harm to a consumer’s health and safety.’
• The right to information – ‘To know accurate information concerning goods and services.’
• The right to choose – ‘The right to have multiple options of good quality items and services with competitive prices.’
The laws have been implemented to protect both retailers and consumers through health, safety and fair pricing. The Abu Dhabi government has a Consumer Protection division in the Department of Economic Development, to oversee this legislation and ensure retailers adhere to it.
Basically, if the product is damaged or does not do what it was advertised to do, you are entitled to a repair or a refund. If you simply change your mind it’s at the retailer’s discretion whether you receive a refund or credit. You are not legally entitled to a refund if you don’t want a gift that you have received. These laws are similar to laws in other countries, where consumers are protected from faulty goods. It’s best to clarify with retailers at the time of purchase as to what you can return and how.
www.abudhabi.ae.
The big brands
Alshaya
This mammoth company manages around 55 brands, including H&M, Next, Payless Shoes, Topshop, Footlocker, Debenhams, The Body Shop – the list goes on. Their policy is company-wide meaning all UAE Alshaya-managed brands adhere to the same returns policy. Alshaya does not do refunds based on change of mind. This is completely legal. They do offer credit for items returned, which can be used at any Alshaya store.
www.alshaya.com
Landmark
Splash, Max, Lipsy, Iconic and more are all managed by Landmark. Landmark has its returns policy published for all to see and consult with on their website. Landmark offers refunds on goods within 30
days of purchase, provided that you have the receipt, and that goods are in their original condition. This excludes some clothing items such as underwear and socks.
www.landmarkshops.com
Ikea
Managed by the Al-Futtaim group, Ikea has its own returns policy. Provided items are unopened, consumers are entitled to a refund or exchange within 30 days of purchase, and this return can be made to any UAE Ikea. Customers who have bought faulty items are entitled to a refund or to have their goods exchanged.
www.ikea.com/ae
Tips for buying gifts
• Always keep the receipt. You may need it in case of a fault even if it’s the perfect gift for the person you are buying it for.
• Clarify the returns policy with staff at the time of purchase. This could save confusion and frustration at a later date.
• Leave the tags on products being given as gifts.
• Be reasonable, remember the staff don’t write the policy, they just adhere to it.
Having problems?
You can contact the Department for Consumer Protection, Abu Dhabi for any disputes or complaints. They will work to rectify your problem.
consumer@adeconomy.ae (800 8811).
