Refund and exchange policy that must be displayed at the point of sale in Arabic and English under the Consumer Protection Law — a blanket "no refund / no exchange" notice is unlawful against defective or non-conforming goods.
⚠️ This is a blank template, not legal advice: check the wording with a lawyer and adapt it to your jurisdiction and your case.
This template has no optional clauses: the text is the same for everyone. Field placeholders are shown as labels — on the site the template is read-only, values are entered inside the system.
REFUND AND EXCHANGE POLICY
Business name (Trade Licence No. Trade licence number) Effective date: Effective date
This policy is displayed under Federal Law No. 15/2020 on Consumer Protection and Cabinet Decision No. 66/2023 ("Consumer Protection Law"): the return/exchange policy must be displayed at the point of sale in Arabic and English and visible on the website, and a blanket "no refund / no exchange" notice is unlawful for defective or non-conforming goods.
1. NON-DEFECTIVE RETURNS 1.1. Return window: Return window for non-defective goods (days) days. 1.2. Conditions: Conditions for non-defective returns. 1.3. Exclusions: Exclusions. 1.4. Form of refund: Form of refund.
2. DEFECTIVE OR NON-CONFORMING GOODS 2.1. Remedy for defective / non-conforming goods 2.2. These are minimum statutory obligations and cannot be waived by a "no refund" sign or clause.
3. COMPLAINTS 3.1. Contact for returns and complaints: Complaints contact. Unresolved complaints may be escalated to the consumer protection department of the relevant emirate (e.g. Dubai Economy and Tourism/DED) or the Ministry of Economy.
4. LANGUAGE 4.1. Arabic version
— — — ⚠️ This is a boilerplate template, not legal advice. It is written for UAE MAINLAND businesses under MOHRE (Federal Decree-Law No. 33/2021 and its executive regulations); free zones (DMCC, JAFZA, and others) have their own labour contract portals and forms, and DIFC/ADGM are separate common-law jurisdictions with their own employment law and data-protection law (DIFC Employment Law, DEWS instead of gratuity, and data-protection rules other than the PDPL) — confirm which regime applies before use. Emirate-level rules (Dubai DET/DM, Abu Dhabi ADDED/DCT/ADAFSA, Sharjah SEDD, and others) also diverge. Have this template reviewed by a UAE-qualified lawyer and verified against the current MOHRE, WPS, PDPL, and emirate-specific requirements before use.
Fields that belong to a switched-off clause are dimmed — they are not asked for.
e.g. receipt, tags attached, unused
e.g. underwear, opened cosmetics, personalised items
Minimum statutory seller obligations: repair, replace, or refund
Consumer Protection Law requires bilingual display at the point of sale
1 of 10 fields are taken from the company, employee or counterparty record, the questionnaire can be dictated to the AI, and the finished document comes with a number, a PDF and an acknowledgement record.