The UAE's consumer protection framework includes Federal Law No. 15 of 2020, as amended by Federal Decree-Law No. 5 of 2023, and its Executive Regulation. It covers consumer protection matters including product quality, accurate information, declared prices, privacy, and fair remedies.
1. Our Commitment to Consumer Rights
BHK.ae is committed to treating customers fairly and providing clear information about our products, prices, payment methods, delivery arrangements, and applicable warranty conditions.
We aim to ensure that customers can make informed purchasing decisions and contact us when they have questions, concerns, or complaints about their purchases.
This policy is intended to explain our approach to consumer rights and does not replace any rights or remedies provided by applicable UAE law.
2. Right to Accurate Product Information
Customers have the right to receive accurate and understandable information about the products they purchase.
For mobile phones, tablets, laptops, accessories, and other electronic products, BHK.ae aims to provide relevant details such as:
- Brand, model, and product specifications.
- Product condition, including whether the item is new, used, refurbished, or pre-owned.
- Storage capacity, color, and other relevant features.
- Battery health or cosmetic condition where applicable and available.
- Included accessories and any known limitations.
- Applicable warranty coverage and conditions.
Customers are encouraged to read the product description carefully before placing an order. If important information is unclear, please contact us for clarification.
3. Right to Clear and Accurate Pricing
Customers are entitled to clear information about product prices and applicable charges before completing a purchase.
BHK.ae aims to display prices accurately and communicate applicable delivery fees or other charges before the order is finalized.
We do not intend to use misleading pricing information or hidden charges to influence purchasing decisions. Any pricing error will be addressed in accordance with applicable law and the circumstances of the order.
4. Right to Product Quality and Safety
Customers are entitled to the product quality, conformity, and safety protections provided under applicable UAE law.
BHK.ae aims to supply products that correspond to their descriptions and the agreed conditions of sale.
If a product is defective, damaged, unsafe, counterfeit, or materially different from what was agreed, customers should contact us promptly. We will assess the issue and provide the remedy required under applicable law and the relevant circumstances.
For used and refurbished electronic devices, the disclosed condition and specifications are important. However, describing an item as used or refurbished does not remove any mandatory consumer rights.
5. Right to Fair Warranty and After-Sales Service
BHK.ae aims to provide clear information about the warranty applicable to each product.
Warranty details may differ depending on the product, its condition, and the warranty offered for that particular purchase.
If a customer experiences a product fault, they may contact us with their order details and a description of the issue. We will review the claim and explain the applicable warranty process and available remedies.
Nothing in this policy limits mandatory warranty, repair, replacement, refund, or other rights that consumers may have under UAE law.
6. Right to Fair Returns and Refunds
Customers may request a return, exchange, or refund in accordance with the applicable law and our Return and Refund Policy.
If a product is defective, damaged, incorrect, or does not conform to the agreed description, please contact BHK.ae promptly.
We will review the circumstances and explain the appropriate next steps. Return eligibility, inspection requirements, and the available remedy will depend on the situation and applicable legal requirements.
Please read our Return and Refund Policy for further information.
7. Right to Clear Delivery Information
Before purchasing, customers should be able to understand the applicable delivery arrangements.
BHK.ae aims to communicate:
- Available delivery locations.
- Estimated delivery times.
- Applicable delivery charges.
- Relevant order confirmation and tracking information, where available.
- Procedures for reporting missing, damaged, or incorrect deliveries.
Customers should provide accurate contact details and a complete delivery address to help prevent delivery problems.
8. Right to Privacy and Data Protection
BHK.ae respects customer privacy and aims to protect personal information in accordance with applicable UAE data protection laws.
Customer information may be used when necessary to process orders, arrange deliveries, provide customer support, handle complaints, and meet legal obligations.
We do not claim the right to use customer information without appropriate legal grounds. Personal information will be handled in accordance with our Privacy Policy and applicable requirements.
9. Right to Make a Complaint
Customers have the right to raise concerns about products, services, payments, delivery, warranties, or other consumer-related matters.
If you have a complaint, please contact BHK.ae and provide the following information where available:
- Your name and contact details.
- Your order number or purchase reference.
- The product involved.
- A clear explanation of the problem.
- Relevant photographs, receipts, or other supporting information.
We will review the complaint and make reasonable efforts to respond and resolve the matter fairly.
10. Right to Seek Assistance from UAE Authorities
If a consumer complaint cannot be resolved directly with BHK.ae, customers may contact the appropriate UAE consumer protection authority.
For Dubai consumer complaints, visit the official Dubai Consumer Rights website:
Dubai Consumer Rights
Official consumer guidance and complaint resources from Dubai's Department of Economy and Tourism.
Visit consumerrights.gov.ae
For federal consumer protection information, visit the UAE Ministry of Economy and Tourism:
UAE Consumer Protection — Official Government Information
The appropriate authority and complaint procedure may depend on the nature of the complaint and the business involved.
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11. Customer Responsibilities
To help us provide effective service, customers are encouraged to:
- Review product specifications and condition before ordering.
- Provide accurate delivery and contact information.
- Keep order confirmations, receipts, and warranty documents.
- Follow reasonable product care and warranty claim procedures.
- Report product issues as soon as reasonably possible.
- Provide truthful and complete information when submitting a complaint.
These responsibilities do not remove any mandatory rights provided by UAE law.
12. Contact BHK.ae
For consumer rights questions, product concerns, or complaints, please contact us through the following channels.