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Guide
# Online return and refund rights in the six Gulf countries

Written by [Noura Alshammari](https://ahlacode.com/en/editors/noura/) · updated 17 Oct 2026

Saudi Arabia is the only Gulf state where we found an explicit statutory right to cancel an online purchase without a defect: 7 days from receipt if you have not used the product, with you bearing return costs unless agreed otherwise. In the UAE, Oman, Qatar, Bahrain and Kuwait the laws focus on defective or non-conforming goods, giving you replacement or refund rights, and Oman sets a 15-day window. Outside Saudi Arabia, returning an item because you changed your mind usually depends on the store's policy.

## 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

| Country | Main law | Return without defect | Defective goods |
| --- | --- | --- | --- |

| Saudi Arabia | E-Commerce Law | 7 days from receipt if unused (with exceptions) | Covered by statutory and contractual warranty |

| UAE | Federal Law No. 15 of 2020, as amended | No general right; depends on store policy | Repair, replacement or refund |

| Oman | Royal Decree 66/2014 and Regulations 77/2017 | No general right found; online stores must publish a clear policy | Replacement or refund within 15 days of receipt |

| Qatar | Law No. 8 of 2008, as amended | Could not confirm a general right | Return and refund, or replacement |

| Bahrain | Law No. 35 of 2012 and its regulations | Could not confirm a general right | Could not confirm the period from an official text |

| Kuwait | Consumer Protection Law No. 39 of 2014 | Could not confirm a general right | Could not confirm the period from an official text |

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

Saudi Arabia's [E-Commerce Law](https://laws.boe.gov.sa/BoeLaws/Laws/LawDetails/360de590-0286-4fa5-a243-aa9100c31979/1) 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](https://www.moec.gov.ae/en/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)](https://cpa.gov.om/Documents/%D9%82%D8%A7%D9%86%D9%88%D9%86%20%D8%AD%D9%85%D8%A7%D9%8A%D8%A9%20%D8%A7%D9%84%D9%85%D8%B3%D8%AA%D9%87%D9%84%D9%83%20%D9%88%D8%A7%D9%84%D9%84%D8%A2%D8%A6%D8%AD%D8%A9%20E2.pdf) 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:

| Country | Authority | Channels we confirmed |
| --- | --- | --- |

| Saudi Arabia | Ministry of Commerce | Complaint channels on the ministry website and app |

| UAE | Ministry of Economy, or the economic departments of Abu Dhabi, Dubai and Ajman | Call centre 8001222 and the "Resolve consumer complaints" e-service for other emirates; consumerrights.ae in Dubai |

| Qatar | Ministry of Commerce and Industry | Call centre 16001 |

| Bahrain | Consumer Protection Directorate, Ministry of Industry and Commerce | 24/7 call centre 17007003, the Tawasul system, in-person visits booked via Mawaeed, and consumer_protection@moic.gov.bh |

| Oman | Consumer Protection Authority | We could not confirm the contact number on the authority's site |

| Kuwait | Ministry of Commerce and Industry | We could not confirm current channels on an official site |

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

- 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.

- Photograph the parcel and item on receipt, especially electronics, perfumes and cosmetics.

- Keep the invoice; in Oman, Qatar and Kuwait the invoice or proof of purchase is the basis of any claim.

- In Saudi Arabia, request cancellation in writing within 7 days of receipt; in Oman, within 15 days for defective goods.

- For a foreign store, contact the store first, then ask your card-issuing bank about its dispute process.

- 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.

## Questions shoppers ask

**Can I return an online purchase in Saudi Arabia because I did not like it?**

Yes, within 7 days of receipt if unused, bearing return costs unless the store agrees otherwise, and excluding cases such as made-to-order items.

**Is "goods sold are not returnable" legal?**

In Oman the regulations make it void, in Bahrain the ministry lists it as grounds for complaint, and in the UAE the law voids any clause exempting the supplier from its obligations.

**What if a Saudi store delivers late?**

If the delay exceeds 15 days from the contract or agreed date, you may cancel and get a refund, unless it is due to force majeure.

**Does UAE law protect me when buying from a foreign store?**

The law does not apply to dealings with e-commerce businesses registered outside the UAE, so you rely on the store's policy and your payment method.

**How long do I have to return a defective item in Oman?**

15 days from receipt at no extra cost, with proof of purchase, excluding perishable goods.

## Sources

- [laws.boe.gov.sa](https://laws.boe.gov.sa/BoeLaws/Laws/LawDetails/360de590-0286-4fa5-a243-aa9100c31979/1)
- [mc.gov.sa](https://mc.gov.sa/ar/guides/CustomerGuide/Pages/ch4.aspx)
- [mc.gov.sa](https://mc.gov.sa/ar/mediacenter/News/Pages/15-08-19-01.aspx)
- [mc.gov.sa](https://mc.gov.sa/ar/mediacenter/News/Pages/19-08-21-01.aspx)
- [mc.gov.sa](https://mc.gov.sa/ar/mediacenter/News/Pages/24-10-21-01.aspx)
- [u.ae](https://u.ae/en/information-and-services/justice-safety-and-the-law/consumer-protection)
- [moec.gov.ae](https://www.moec.gov.ae/en/federal-law-no-15-of-2020-on-consumer-protection)
- [consumerrights.ae](https://consumerrights.ae/en/Lists/DEDDownloadCenter/Attachments/2/BlueBook_E.pdf)
- [moet.gov.ae](https://www.moet.gov.ae/en/consumer-complaints1)
- [cpa.gov.om](https://cpa.gov.om/Documents/%D9%82%D8%A7%D9%86%D9%88%D9%86%20%D8%AD%D9%85%D8%A7%D9%8A%D8%A9%20%D8%A7%D9%84%D9%85%D8%B3%D8%AA%D9%87%D9%84%D9%83%20%D9%88%D8%A7%D9%84%D9%84%D8%A2%D8%A6%D8%AD%D8%A9%20E2.pdf)
- [moci.gov.qa](https://www.moci.gov.qa/?p=1560)
- [moci.gov.qa](https://www.moci.gov.qa/en/moci-news/single-news/?id=297)
- [moci.gov.qa](https://www.moci.gov.qa/en/mec_news/ministry-of-commerce-and-industry-cracks-down-on-163-violations-during-march-2022/)
- [moic.gov.bh](https://www.moic.gov.bh/sites/default/files/2025-09/Service%20Catalogue%20Template_V3%20-%20%28Aug%202025%29-%D8%A7%D8%AA%D9%81%D8%A7%D9%82%D9%8A%D8%A9%20%D9%85%D8%B3%D8%AA%D9%88%D9%89%20%D8%AE%D8%AF%D9%85%D8%A9%20%D8%AD%D9%85%D8%A7%D9%8A%D8%A9%20%D8%A7%D9%84%D9%85%D8%B3%D8%AA%D9%87%D9%84%D9%83.pdf)
- [moic.gov.bh](https://www.moic.gov.bh/sites/default/files/2025-08/Consumer%20protection%20center%20-%20Guidelines%20for%20consumers%20filing%20complaints.pdf)
- [moic.gov.bh](https://moic.gov.bh/sites/default/files/2021-09/Law%20no.%2035%20of%202012%20With%20Respect%20To%20Consumer%20Protection_0.pdf)
- [moic.gov.bh](https://moic.gov.bh/sites/default/files/2021-09/Know%20your%20right.pdf)

Noura Alshammari
Covers fashion, beauty and kids’ stores across the Gulf, and tries codes in a real basket before reporting the result. [Profile](https://ahlacode.com/en/editors/noura/) · [How we confirm codes](https://ahlacode.com/en/method/)

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Source: https://ahlacode.com/en/guides/returns-rights-gulf/