Returns and exchanges for UAE boutiques

UAE consumer law focuses on faulty goods, clear information and fair terms. A boutique must deal with a dress that turns out to be defective, cannot rely on a blanket "no returns, no exchanges" sign, and, if it sells online, must show the return and exchange conditions for each product. The executive regulation does not set out a general right to return a dress because the buyer changed her mind, and many shops use exchange-only terms for those cases, but how far such terms can go is a legal question to check before you rely on them. The main rules are in Federal Law No. 15 of 2020 on Consumer Protection and its executive regulation, Cabinet Resolution No. 66 of 2023, with online selling also covered by Federal Decree-Law No. 14 of 2023. This guide explains them in plain language. It is our plain reading of the texts, not legal advice, and the rules change, so confirm your policy with the Ministry of Economy and Tourism, your emirate's economic department or a lawyer.

Does UAE law require a boutique to accept returns?

For faulty goods, yes. For a customer who simply changes her mind about a dress in perfect condition, the executive regulation does not set out a general right of return, but it does make some terms void.

Article 34 of the executive regulation, Cabinet Resolution No. 66 of 2023, which the Ministry of Economy and Tourism publishes with the law, says any term that would relieve the supplier of its responsibility or obligations under the law is void. Two of the examples it lists matter most for boutiques:

• the wording "goods sold are not returned or exchanged", except in the cases set out below;
• a term that the consumer will not recover the price of the goods.

The regulation does not say in so many words whether an exchange-only policy for change-of-mind returns is allowed. What is clear is that such a policy cannot stop a customer recovering the price where the law gives her that right, for example for a defect the supplier is responsible for. Because "no refund" wording sits on the void list, have your exact wording checked by the Ministry of Economy and Tourism or a lawyer.

When can a boutique refuse a return or exchange?

The regulation allows the "no return, no exchange" wording only in specific situations. Paraphrased, they are:

• The customer knew about the defect when she bought the item and accepted it, and this is recorded on the invoice.
• The goods have changed in nature, characteristics or packaging, or cannot be returned to the condition they were in at purchase, so they cannot be resold. This exception does not apply where the reason for the return is a manufacturing defect, a breach of standards, or a difference from what was agreed.
• The goods are quickly perishable consumables, goods made to the consumer's own specifications, or books, newspapers and magazines.

The regulation does not mention clothing by name. An altered or worn dress may fall under the second case if it can no longer be resold in the condition it was bought, and the third case names goods made to the consumer's own specifications. Many boutiques exclude altered pieces from exchanges for this reason. Write any exclusions into your policy rather than relying on a sign, and check them with the ministry or a lawyer.

What must you do if a dress turns out to be faulty?

The government summary on u.ae says suppliers must repair or replace defective products free of charge. The executive regulation goes into more detail in Articles 25 and 27:

• For goods sold without a warranty, the supplier must take them back and refund the price if a defect, visible or hidden, is discovered within 30 days of it appearing.
• Where a defect results from how the goods were kept, stored or handled, or another cause the supplier is responsible for, the consumer may choose between returning the item with a refund, a replacement, or a free repair.

For a beaded gown, typical faults are a broken zip, loose or missing beading, a seam opening, a stain or a tear present on arrival, or a size or colour different from what was ordered. Treat a wrong item as a fault too: the regulation's exceptions do not protect goods that differ from what was agreed.

Keep the conversation practical. Ask for photos straight away, check the item when it comes back, and record what you agreed. If you offer a replacement and the customer is happy with it, write that down. If she prefers a refund for a genuine fault, the regulation's remedies are hers to choose, whatever your exchange policy says.

How should you display your returns policy?

Clearly, before the sale, and in Arabic as well as any other language you use.

• Online: the executive regulation requires anyone selling through e-commerce to show the key details of each product, including the terms and conditions for returning or exchanging it, along with the country of origin and a description in Arabic as well as the original language. Put a short version on each product page and link to the full policy.
• In the shop: display the policy where customers pay, and print it on the receipt or a card in the bag.
• On the invoice: consumer protection rules require a dated invoice in Arabic, which may also carry other languages. Showing the condition of the goods and the delivery date helps if a dispute arises later.

Discounts deserve a line too. Article 31 of the regulation requires a prior permit from the competent authority for sales and promotions. It also says that if a discount starts within a week of a customer's purchase and you did not tell her about it, she may reclaim the price difference within 30 days of the purchase. Tell customers about planned sales at the till.

What does the UAE e-commerce law add?

Federal Decree-Law No. 14 of 2023 on Modern Technology-Based Trade covers buying and selling goods and services through websites, apps, social media platforms and digital marketplaces, according to u.ae's e-commerce guidance. That includes a boutique taking orders through Instagram or WhatsApp.

The same guidance lists what online traders must do, including:

• hold the required licences;
• give accurate information and avoid misleading or deceptive practices;
• follow the rules on data privacy, marketing and promotions;
• provide a digital invoice for every transaction.

The Ministry of Economy and Tourism also publishes Cabinet Resolution No. 200 of 2025, which sets the administrative violations and penalties under this decree-law. If most of your sales come through social media, treat your Instagram highlights or WhatsApp catalogue as a shop window: the price, the main details and the returns terms should be visible there, not only explained after payment. Our guide to selling evening dresses on Instagram and WhatsApp covers the selling side.

What does a clear change-of-mind policy look like?

Lianora's change-of-mind terms are one worked example for evening wear, set out on its delivery and returns page:

• Time limit: within a week.
• Condition: unworn and in the original packaging.
• Remedy: exchange, not refund, when the customer changes her mind.
• Exclusions: altered pieces and special-offer pieces cannot be exchanged.
• Before dispatch: orders can be cancelled or changed free of charge within 24 hours.

This example covers change-of-mind returns only. It is not a model for faulty or wrong items, where the customer's rights under the regulation apply whatever a shop's policy says.

Whatever terms you choose, each one should answer a question a customer will ask: how long she has, what condition the dress must be in, what she gets instead, what is excluded and why, and what happens if something is wrong with it. Keep the wording consistent across your website, social media, receipts and the card in the box.

Checklist: writing your boutique's returns policy

Before you publish, check your policy against this list.

• It names a time limit, counted from delivery or purchase.
• It states the condition required: unworn, tags attached, original packaging.
• It says what the customer gets for a change-of-mind return: exchange, store credit or refund.
• It lists exclusions, such as altered pieces or made-to-measure orders, and explains them.
• It explains separately what happens with faulty or wrong items, without removing the customer's legal rights.
• It explains who pays to send items back, and how.
• It is in Arabic and English, shown before the sale and repeated on the receipt.
• It matches what your staff actually say at the till and on WhatsApp.

If a customer complains, she can go to the Ministry of Economy and Tourism, which lists 800 1222 for consumer complaints on u.ae, or to the economic department of the emirate concerned, such as Dubai's DET. A clear policy, photos and records make those conversations short.

This guide is general information, not legal advice. Before you publish your policy, confirm it with the Ministry of Economy and Tourism or a lawyer.