Online return and refund rights in the six Gulf countries

Law versus store policy

When you buy from an online store, two layers govern the relationship:

• The legal minimum: what the law in your country requires, which a store cannot reduce. For example, the right to return defective goods, or the cancellation window in Saudi Arabia.
• Store policy: what the store adds voluntarily, such as free returns within 14 or 30 days for a change of mind. The store is bound by what it publishes, but it may set conditions like intact tags or excluding underwear and opened cosmetics.

The practical rule: if the store policy is better than the law, use it; if it is worse, the law prevails. In Oman and the UAE the texts state that clauses exempting the supplier from its legal obligations are void.

Important: consumer protection laws usually apply to stores operating or registered in your country. When buying from a foreign store shipping from abroad, local authorities may have no power to enforce against it, and you rely on its policy and your payment method.

Quick comparison of the six countries

Saudi Arabia: 7-day window and cancellation for late delivery

Saudi Arabia's E-Commerce Law governs purchases from online stores in the Kingdom. The key points:

• 7-day cancellation: the consumer may cancel within seven days of receiving the product, or of the contract date for a service, provided the product has not been used or the service benefited from. The consumer bears the cancellation costs unless agreed otherwise.
• Exceptions: the right does not apply in cases set by the law, notably products made to the consumer's specification, and accommodation, transport and catering services.
• Late delivery: the consumer may cancel and recover what was paid if the store is more than 15 days late from the contract date or agreed date, unless the delay is due to force majeure.
• Warranty: the cancellation right does not remove the statutory or contractual warranty for defective goods.

The Ministry of Commerce publishes decisions referring online stores to the law's violations committee for refusing to cancel orders or refund money, and in one case required a store to return about half a million riyals to consumers.

Tip: "unused" in practice means trying the item only as you would in a shop and keeping the packaging. Photograph the item on receipt and when returning it.

UAE: protection focuses on defects and the declared price

UAE purchases are governed by Federal Law No. 15 of 2020 on Consumer Protection, amended by Federal Decree-Law No. 5 of 2023. It covers goods sold through e-commerce platforms registered in the UAE, but not dealings between UAE consumers and e-commerce businesses registered abroad.

• Defective goods: when a defect is found, the supplier must repair, replace, or take back the item and refund it, or re-perform the service free, per the Ministry of Economy's summary of Article 12.
• Void exemption clauses: any contract clause exempting the supplier from its obligations under the law is void, so "no refunds" does not remove your rights on a defective item.
• Change of mind: Dubai DED's Blue Book, a somewhat older guidance document, says the consumer is not entitled to a refund or exchange for a change of mind where the item is free of defects. Change-of-mind returns therefore depend on the store's published policy.

Oman and Qatar

Oman: Article 16 of the Consumer Protection Law (Royal Decree 66/2014) gives the consumer the right to exchange or return goods and get a refund within 15 days of receipt at no extra cost, if the goods are defective, do not meet standards or do not serve their intended purpose, provided proof of purchase is shown and the defect was not caused by misuse. Perishable goods are excluded. The Executive Regulations make void phrases such as "goods sold are neither returnable nor exchangeable" and any return period shorter than the legal one. For remote contracts, the regulations require the supplier to show the item as it really is, state the place, date and method of delivery, and publish a clear exchange and return policy.

Qatar: Law No. 8 of 2008 on Consumer Protection, as amended, applies. The Ministry of Commerce and Industry published a circular setting out when goods must be taken back or exchanged, starting with goods that are defective or do not serve their purpose, and barring shops from posting no-return notices. We could not confirm a specific number of days for online purchases. The ministry also applies the law to platforms: in September 2025 it ordered a one-week administrative closure of Talabat's services for violating Articles 7 and 11, including misleading product descriptions.

Bahrain and Kuwait

Bahrain: the Ministry of Industry and Commerce works under Law No. 35 of 2012 on Consumer Protection and Ministerial Resolution No. 66 of 2014 issuing its regulations. Its guidance lists failure to honour a shop's published sales policy, and using the phrase "goods sold are not refundable or replaceable", as grounds for complaint. We could not confirm a specific return period in days from an official text.

Kuwait: Consumer Protection Law No. 39 of 2014 and its Executive Regulation apply, and the regulation brings online advertising and sale of products under the law. Local media report ministry statements on a period for returning or exchanging defective goods, but we could not confirm the period from a published official text. Keep your invoice; it is essential for any claim.

Where to file a complaint

Always start by contacting the store in writing through the app or email, and keep the order number and conversation. If that fails, these are the official channels:

In the UAE, the Ministry of Economy takes complaints from all emirates except Abu Dhabi, Dubai and Ajman, where they go to the local economic department; its average service time is 8 working days. In Bahrain the directorate writes to the business asking for a reply within 5 working days, and you are asked to attach the receipt, warranty and agreement documents.

Practical steps to protect your rights

1. Read the return policy before buying, especially in sales; some stores exclude discounted items from change-of-mind returns, but that does not remove your rights on defective goods.
2. Photograph the parcel and item on receipt, especially electronics, perfumes and cosmetics.
3. Keep the invoice; in Oman, Qatar and Kuwait the invoice or proof of purchase is the basis of any claim.
4. In Saudi Arabia, request cancellation in writing within 7 days of receipt; in Oman, within 15 days for defective goods.
5. For a foreign store, contact the store first, then ask your card-issuing bank about its dispute process.
6. If you used a discount code, refunds are usually for the amount you actually paid after the discount, and the code may not be reusable. Check the store's terms.