Q: Dear Sir/ Maam, The issue is that we purchased a10-year travel plan worth 34000 AED with an agency and became a platinum member. However, up until now we have not received our loyalty kit (our log-in to the system) in order for us to use the product and services. According to the contract signed 19th of May, this should be given withing 2 weeks. We were very unsatisfied with their services and since they haven't given any product or we haven't used any of it yet, we opt to have the amount refunded and waived off the 2 nights stay in Bangkok which was given regardless of we join or not. However, in their contract that we signed, it is non-refundable. Could they really do this? Or is there still any way that we can have that 34k refunded?

Q: I bought some equipment online and made the payment online as well, however, the quality of the shipment is not as per the standard and is very poor. I have been sending them several emails with no reply. How can I get my money back or how can I pursue them?

Q: Is there a law regarding a "cooling period" on an item purchased? We had a problem with a company distributing vacuum cleaners in Sharjah, we have returned the item to them as we felt like being pressured to buy without giving us time to think before buying, and their contract states that I have to pay 4,000 Dirhams as a cancellation if I return the item within 3 days. Is it legal? Where is the 3 day cooling period?

Q: Sir, I booked a room in Hotel Armani through Agoda.com. They offered 2 adults and two children 0-11, but the hotel did not allow my children who are 7 & 11 years old. I want refund, please advise.

Q: A company (cafe/restaurant) that I have ordered from via a delivery app on occasions, just created a Whatsapp group including 200+ of its customers' private telephone numbers including mine. I left the group quickly but my number can still be viewed by all those people. One even tried sending me a message before I blocked them. They should not have shared my telephone number with all those people I do not know!

Q: Hello madam, A sales agent recently came into our house (around 8 pm) to do a demonstration of an expensive vacuum cleaner. After the demo, my wife and I decided to take 1 unit because they have offered an installment payment scheme for 12 months. The following day, we talked to the agent that we will not proceed with the purchase and he just said that we will go to jail because of the law and there is no way to return the item because the sales contract includes that a customer will not be able to return the item once it is received. As of now, we haven't paid anything to them as they first require us to pay by cheque. but then he requires us to pay cash in the first month.

س: السلام عليكم، أريد التقدم بشكوى ضد صالة أفراح اتفقنا معهم على نوعية وكمية أكل معينة ولم يتم الالتزام بها نهائيًا؛ إضافة إلى عدم وجود خدمات نهائيًا من ماء أو تبريد أو نظافة، رغم إيداع المبلغ كاملاً سلفًا في حسابهم قبل موعد الفرح بيوم. سؤالي: ما عنوان الشكوى؟ وما العقوبة المترتبة عليهم؟ وما التوابع والمتعلقات؟ إضافة إلى أنهم تسببوا في ضرر نفسي لنا بسبب الخجل من المدعوين لما قدموه من طعام سيء وخدمة سيئة فيها.

Q: Hello, I want to know if it's illegal to bring pork to Dubai airport.

Q: Dear Sir/Madam, In December, I purchased an item from a website based in Dubai that claimed to sell authentic products. However, upon receiving the item, I noticed that the packaging was strange and the material felt stiff. Upon investigation, I discovered that the item was actually fake. I contacted the website, but they refused to provide a refund and that I can report them to the authorities if I wished to do so. Later on, I decided to purchase two more items from the same brand, but this time through the official website. I sent them pictures and additional comparisons to the first website, seeking clarification and a refund. However, they ignored my queries and insisted that their products were authentic. They even warned me against reporting them to the consumer department, claiming that I could potentially lose a lot of money due to damaging their e-commerce website's reputation. I am wondering if I could face legal action or intimidation if I report that the item is fraudulent. It's worth noting that I possess an email from the official brand confirming that the item in question is not authentic.

The Law sets up the legal framework for the protection of consumer rights in the UAE. The Law establishes the Higher Committee for Consumer Protection and the Consumer Protection Department, and sets up the fines for breach of its provisions.

The provisions of this Federal Law, known as the "New Consumer Protection Law", govern Consumer Protection regulations in the United Arab Emirates. The New Consumer Protection Law repeals the previous UAE Consumer Protection Law (Federal Law No. (24) of 2006 on Consumer Protection).

The provisions of this Cabinet Resolution No (12) of 2007 Concerning the Executive Regulations of Federal Law No (24) of 2006 on Consumer Protection.