Keep your receipt and contact the retailer first before escalating your complaint.
Dubai: Parents who discover defects in school bags, bottles, electronic devices or other back-to-school items should first contact the retailer to resolve the issue before escalating the matter through a formal consumer complaint.
Dubai Consumer Protection advises shoppers to first approach the store’s management or customer service team and give the retailer an opportunity to resolve the issue.
“There is always the first option that’s recommended by us: go to the store, speak to the management or customer service, and report your concern or complaint,” said Ahmad Ahli, Acting Director of the Consumer Protection Department at the Dubai Corporation for Consumer Protection and Fair Trade.
If the issue remains unresolved or consumers believe their rights have been violated, they can escalate the matter to Dubai Consumer Protection.
Check the policy before making a purchase
Shoppers are advised to review a retailer’s return, exchange and warranty policies before paying, especially when purchasing electronic devices or other products subject to specific after-sales terms.
“Make sure you’re aware of your rights before making the transaction. Make sure you’re aware of the return policy, the exchange policy and the warranty, if any.”
— Ahmad Ahli, Acting Director of the Consumer Protection Department at the Dubai Corporation for Consumer Protection and Fair Trade
A complaint can be filed when a product is defective, damaged or fails to perform as represented at the time of purchase.
“If the product has a defect or does not function as promised — for example, a water bottle is leaking, the straw is damaged, or the product has a scratch or tear — you can file a complaint, and Consumer Protection will take care of it,” he said.
Consumers who believe they have been treated unfairly can also raise a complaint, provided they are aware of the terms and conditions that applied to the original purchase.
Keep your receipt
A receipt is one of the key documents consumers should have when filing a complaint with Dubai Consumer Protection.
“We definitely need a receipt for a complaint, and as we always recommend consumers, especially for recent transactions, just snap a photo of the receipt and keep it just in case you need it,” Ahli said.
If the original receipt is unavailable, shoppers may need to provide other proof of purchase showing that the item was bought from the retailer in question.
Taking a photo of the receipt soon after a purchase can help protect consumers if the original paper copy is later lost or damaged.
Parents purchasing laptops, tablets or other electronic devices should also keep warranty documents with their receipts and familiarise themselves with the warranty terms and authorised service arrangements.
For online purchases, shoppers should retain digital receipts, invoices and order confirmations, as these can serve as proof of purchase if an issue arises later.
How to file a complaint
Consumers can contact Dubai Consumer Protection through its newly launched AI-supported WhatsApp channel on 600 545555.
A formal complaint can also be submitted through consumerrights.gov.ae if consumers believe their rights have been violated.
When filing a complaint, shoppers should have their receipt or other proof of purchase ready, along with details of the item purchased and the retailer involved.
Dubai Consumer Protection received nearly 65,000 consumer complaints across all categories during the first half of 2026.
No separate figures were available for complaints specifically related to this year’s back-to-school shopping season.
