Know your rights in Dubai: Retail

Where you stand in Dubai with taxi, car insurance, exchanges and more

Area Guides

Returns and exchanges in shops
In order to avoid hours of wrangling at the customer service counter, it’s handy to know that according to the Department of Economic Development (DED) retailers are obliged to offer customers a refund (or a repair, replacement or a credit note) on returns if the item fits the following criteria:
• It has a fault that wouldn’t normally have been detected at the time of purchase (hidden fault).

• It is not the same as described by the salesperson, a label, sign or advertisement, or it does not match the sample a customer has been shown.

• It is not suitable for the customer’s intended use as described by the salesperson before it was purchased.

If you’ve changed your mind, the item is the wrong size or colour or it’s an unwanted gift, unfortunately you don’t have legal rights to a guaranteed refund. If you’re not happy with a retailer’s response to your complaint, get in touch with the DED by calling 600 545 555, or emailing

Shoppers should steer clear of unlicensed retailers, sellers or street vendors, as the DED cannot assist consumers if the product or service has been bought from an unlicensed shop, so always buy from credible retailers to avoid refund issues.

When visitors and tourists get into an RTA taxi, they are protected by a number of policies. It is the taxi driver’s duty to give you a receipt for the journey, and passengers are advised to take a receipt for every journey – this will be useful for filing any complaints or reporting lost items. Dubai Taxi Corporation cars can be reserved in advance and the minimum fare for an advanced booking is Dhs8, Saturday to Wednesday, Dhs9 Thursday to Sunday and Dhs12 during peak times (Sat-Wed 7am-10am and 4pm-8pm, Thu-Fri 4pm-midnight). Dubai Taxi Corporation charges Dhs1.71 per km at all times. There is a waiting fee of Dhs30 per hour, and taxis are only obliged to wait ten minutes for passengers. They must call the passenger before leaving, but they are within their rights to leave after waiting more than ten minutes. Taxi drivers are not able to refuse a fare and every journey should have the meter running.
If you have a complaint call 800 9090, or visit

Car insurance for all the emirates and Oman
If you’re planning a weekend getaway to Oman, don’t assume that your standard UAE insurance will get you across the border at Hatta or Al Ain. You must have additional Omani insurance and it will be requested by the border authorities. Getting this added onto existing insurance shouldn’t be a hassle. Axa Gulf offers Oman and GCC coverage in its Motor Executive package.

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