UAE consumer protection law requires suppliers to provide a written warranty and to honour it. If a product is faulty, you can ask for a repair, replacement or refund depending on the circumstances. Apple's warranty adds to these rights, it doesn't replace them.
The UAE updated its consumer protection framework with Federal Law No. 15 of 2020 and its Executive Regulations (Cabinet Decision No. 66 of 2023), which came into force in October 2023. This is a plain-language overview, not legal advice.
The key points for phone buyers
- Suppliers must give you a warranty document for products that need one, such as phones.
- Warranties must last for a period appropriate to the nature of the product.
- If a supplier doesn't honour its warranty, the regulations give the consumer remedies such as repair, replacement or a refund.
- The Ministry of Economy can impose penalties on suppliers that break the law.
Retailer warranty vs Apple warranty
| Retailer | Apple | |
|---|---|---|
| Who you contact | The shop that sold the phone | Apple Store or authorised provider |
| Basis | Consumer protection law and the invoice terms | Apple's one-year limited warranty |
| Covers | Faults at sale and agreed warranty period | Defects in materials and workmanship |
| Used & refurbished | Yes, per the seller's terms | Only the remaining original warranty, if any |
How to resolve a dispute
- Go back to the seller with your invoice and a clear, written description of the fault.
- Ask for the outcome — repair, replacement or refund — in writing.
- If it isn't resolved, file a complaint with the Ministry of Economy or your emirate's consumer protection department (for example, Dubai Economy and Tourism in Dubai).
- Keep every receipt, message and job sheet.
What helps your case
- An invoice with the serial number or IMEI.
- Photos or video of the fault.
- A diagnostic report from Apple or an authorised provider.
- Evidence the phone wasn't dropped or opened by a third party.
Frequently asked questions
Can I get a refund on a faulty iPhone in the UAE?
It depends on the fault, timing and the seller's terms. If a warranty isn't honoured, UAE regulations give consumers remedies that can include a refund.
Where do I complain about a phone shop in Dubai?
Contact Dubai Economy and Tourism's consumer protection service, or the federal Ministry of Economy.
Sources
- Baker McKenzie: The UAE's latest consumer protection regulations
- Clyde & Co: Changes to the UAE Consumer Protection Law
- Apple: One (1) Year Limited Warranty (EMEA)
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