No clear refund policies across the UAE for Christmas consumers

Shoppers are finding there are almost as many return policies as there are stores in the mall this season.

Different shops have different rules, varying from refunds within 48 hours to 14 days. Paulo Vecina / The National

DUBAI // People will have to move fast if they want refunds on unwanted Christmas gifts, with almost as many return policies as there are shops.

Consumers are calling for a single set of rules that apply to all retailers.

Different shops have different rules, varying from refunds within 48 hours to 14 days.

“You really have to be careful where you buy gifts from because some of the shops offer only a very small period in which you can make returns,” said Katie Bowen, from the UK.

The issue is of particular concern for people buying presents for Christmas.

“Dubai Government should step in and order all the shops to follow one specific rule,” said Farouq Youhana, from India. “I don’t see any reason as to why you can’t have one rule.

“That way we all know where we stand because at the moment different companies have different policies and it makes it more complicated for people.”

For Christine Perkins, from the UK, the lack of a clear policy affects where she shops.

“It gets to the stage where you end up shopping at the places that give you more leeway for returns,” she said. “You don’t want to get presents for someone who then can’t get a refund if they don’t like them.

“It’s really frustrating because then you can’t always get what you want. I don’t see why it would be so difficult to have the same rules for everyone.”

Ashish Panjabi, chief operating officer for Jacky’s Electronics, said the company was aware some customers may want to return unwanted good.

“We appreciate that sometimes people get gifts, particularly during Christmas, that perhaps they don’t want and we are happy to refund or exchange their purchase,” he said. “Our policy is in line with the regulations from Dubai Economic Department, and we follow their guidelines.”

The retailer offers a full refund and exchange within seven days provided the customer has the original invoice and the product is in good condition.

Elsewhere, policies vary considerably.

Receipts from Gap, an American clothing retailer, state: “Kindly retain your receipt in case of an exchange within 30 days or a refund within 14 days.”

A member of staff at an Italian luxury goods store, Fendi, in Mall of the Emirates, said: “We offer a refund as long as it’s returned within a month along with the receipt. However, there are no refunds on items bought at discount.”

The refund period is much shorter at a video-game retailer, Geekay.

“We offer full refunds within 48 hours and the product must be in the original packaging or in good condition,” said a member of staff at the Mall of the Emirates outlet.

“Customers can also exchange items within three to four days as long as they have the original receipt and the product is in good condition.”

No one from the Consumer Rights’ Section of Dubai’s Department of Economic Development was available for comment.

However, the department’s website said shoppers were entitled to refunds and exchanges.

Customers can return goods for refund, repair, replacement or credit note, the website said.

Additionally, the consumer is entitled to the return if the purchase “has a fault that wouldn’t normally have been detected at the time they bought it, is not the same as described by the sales person, or on a label or sign, or in an advertisement, or does not match the sample they were shown”.

All consumer rights legislation in the country comes under the Ministry of Economy.

The law says: “Consumers shall have the right to select the manner of remedying any defective goods, either by way of replacement, repair, or refund of the price.”

Consumers in Abu Dhabi can email complaints to [e-mail] or call the free hotline number on 8008811.

To make a complaint in Sharjah visit the emirate's Department of Economic Development website at www.sedd.ae.