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Consumer Protection

Registration Authority

Consumer Protection

Empowering Consumers. Promoting Fairness.

The Consumer Protection Unit within ADGM is responsible for safeguarding consumer rights, ensuring fair practices, and promoting trust in the retail sector.

For Consumers

For Businesses

Filing a Complaint

Guidance & Resources

Your Rights as a Consumer

1 Consumers have the right to expect a safe and appropriate environment when purchasing goods or using services. Businesses must ensure that their offerings do not pose harm or risk to consumers.

2 Consumers are entitled to clear, truthful details about products and services. Misleading claims or false advertising are not allowed.

3 Consumers have the right to be informed and educated about your consumer rights and responsibilities, empowering you to make confident and informed choices.

4 Consumers have the right to freely choose among a variety of products and services without pressure or manipulation, ensuring fair competition and access.

5 Religious values, customs and traditions of consumers must be respected when buying goods or using services. Businesses should accommodate these values wherever possible.

6 Consumers have the right to have your complaints addressed fairly, promptly, and transparently. If unresolved, you may escalate the issue to ADGM’s Consumer Protection Unit.

7 If a product or service causes harm or damage, consumers are entitled to fair compensation in accordance with ADGM’s consumer protection rules.

Obligations for
Retailers (Providers)

1 Retailers must include a clear and visible label on the product packaging or in an easy-to-see location. Labels should provide installation and usage instructions that meet required standards. If the product could pose any risks, the retailer must clearly warn consumers about those risks.

2 Retailers must show the price of each product clearly and honestly at the point of sale, with no hidden fees or misleading information. All price-related advertising must be accurate and not deceptive. Retailers must also provide a detailed receipt in English (other languages optional) that includes the business name and address, product or service details, price, quantity, and any other required information.

3 Retailers must honour all warranties and ensure consumers have access to spare parts, repairs, and maintenance during the warranty period. Services must be of good quality and free from defects for a reasonable time. If a service is faulty, the retailer must refund the consumer (fully or partly) or redo the service correctly.

4 If a product or service is defective, the retailer must repair, replace, or refund it at no extra cost. If the same defect occurs three times within the first year and affects functionality, the retailer must replace the product for free or provide a full refund.

5 Retailers should address complaints quickly and take appropriate steps to resolve issues in line with consumer protection requirements. This includes repairing, replacing, or refunding defective products or services, and ensuring consumers receive fair treatment throughout the process.

Filing a Complaint

Complaints must relate to retail activities within ADGM (Al Maryah or Al Reem Island).

Gather proof of purchase (receipt, invoice, contract) and any communication with the business (emails, messages).

You can submit your complaint through: Online Complaint form.

The consumer protection unit will acknowledge the complaint, assess if the complaint falls under the Consumer Protection Regulations (Regulations) and contact the retailer for clarification or resolution.

If the complaint is valid and falls under the Regulations, the retailer may be directed to provide a refund, replacement, or repair of the product. In addition, the Registrar may take enforcement action where appropriate. You will receive a written outcome, if applicable.

Guidance & Resources

What are the Consumer Protection Regulations 2025?

Mandatory rules that set minimum standards for how retail products and services must be offered in the Abu Dhabi Global Market (ADGM), promoting fairness, transparency, and consumer protection.

Do the regulations apply to financial services or telecom providers?

Not directly. Matters like bank loans or mobile data plans are excluded. However, retail transactions (like purchasing an electronic device or accessories at a store) within ADGM may still be covered.

Who enforces the regulations?

The Registrar of the ADGM Registration Authority enforces the regulations. They can investigate complaints, inspect retailers, and impose penalties.

What happens if a retailer breaches the regulations?

The Registrar may issue determination notices, impose financial penalties, or apply to the ADGM Courts for enforcement. Each breach can result in a separate penalty.

Are these regulations mandatory?

Yes. All retailers offering retail goods or services within ADGM must comply, even if similar UAE federal laws apply elsewhere.

What types of purchases are covered by these regulations?

The Regulations apply to the sale of retail products and services within the ADGM.

What should I do if I receive a defective product?

If the product is defective, you have the right to request a repair, replacement, or refund from the store.

How do I file a complaint?

You can file a complaint here.

Is my personal data protected when I buy something?

Yes. Retailers must comply with the ADGM Data Protection Regulations 2021 when collecting or using your personal information.

Who must comply with these regulations?

Any business with a commercial licence or temporary commercial permit in ADGM that offers retail products or services to consumers.

Do I need to display prices in both English and Arabic?

Prices must be displayed clearly in English. You may include Arabic or other languages may be included in addition, but only English is mandatory.

What are my obligations in respect of accepting returns and refunds?

We recommend having a policy for exchange, returns and refunds the complies with the Regulations.

What happens if I receive a complaint?

You should attempt to resolve the complaint amicably. You are also required to cooperate with the Consumer Protection Unit, respond to any information requests, and take corrective action if directed by the Registrar.

Dos and Donts for Consumers

Guidance - Consumer Protection (For Retailers)

Guidance - Consumer Protection (For Consumers)

Consumer Protection Regulations 2025

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