Oman's Consumer Protection Law was issued by Royal Decree 66/2014 on 30 November 2014, published in Official Gazette issue 1081 on 7 December 2014, and came into force three months after publication, replacing the earlier law of 2002 (Royal Decree 81/2002). Its executive regulation is Decision 77/2017, amended in 2022 and 2023, and it is enforced by the Consumer Protection Authority (CPA). Penalties reach 3 years in prison and fines of up to OMR 50,000, while commercial fraud under the GCC unified law (Royal Decree 54/2021) carries fines of up to OMR 100,000.
You can read the full text of the Oman Consumer Protection Law on our website. Below is a practical summary of rights, duties, penalties, complaints and challenges.
The legal framework at a glance
- Consumer Protection Law (Royal Decree 66/2014): 49 articles in six chapters, from consumer rights and supplier duties to enforcement and penalties.
- Executive Regulation (Decision 77/2017), amended by Decisions 1/2022 and 1/2023. The 2022 amendment rewrote the rules on complaints, returns, void terms and fines, and added online-selling rules.
- GCC Unified Anti-Commercial Fraud Law, applied in Oman by Royal Decree 54/2021, with its executive regulation (Decision 2/2021). The CPA is the competent authority.
The authority's former name, "Public Authority for Consumer Protection", was changed to "Consumer Protection Authority" by Royal Decree 77/2020. The authoritative text of the law is the Arabic text published in the Official Gazette; English versions are translations.
Consumer rights under Royal Decree 66/2014
Article 14 guarantees, in particular, the right to accurate information, free choice, quality goods and services at the advertised price, health and safety, and fair compensation for harm. Under Article 2, any agreement that reduces these rights is void.
Exchange or refund within 15 days
Under Article 16, a consumer may exchange or return goods and recover the price at no extra cost within 15 days of receipt if the goods are defective or do not conform to the standard specifications or the agreed purpose. The consumer must show proof of purchase, and the defect must not result from misuse. Rapidly perishable consumer goods are excluded.
Warranty and repairs
- For goods listed in Annex 2 of the regulation (such as vehicles, appliances, furniture and jewellery), the consumer may ask for repair during the warranty, and the supplier must lend a substitute meanwhile. If the same defect cannot be fixed after three attempts, the consumer may choose a replacement or a refund, less a deduction for use (Regulation, Article 15 as amended).
- Services listed in Annex 3, such as vehicle and appliance maintenance, carry a warranty of at least three months (Regulation, Article 27).
- A commercial agent must provide spare parts and repair workshops, and must lend the consumer a similar item free of charge if warranty work takes longer than 15 days (Law, Article 33).
Pricing, invoices and advertising
- A supplier may not charge more than the advertised price, or force the consumer to buy a set quantity or another product (Article 28).
- The consumer is entitled to an invoice in Arabic showing the essential details of the purchase (Articles 15 and 24).
- Suppliers and advertisers must avoid false or misleading advertising (Article 20).
- Terms such as "goods sold are not returnable or exchangeable" are void, as is any return period shorter than the legal one (Regulation, Article 20 as amended).
What counts as commercial fraud?
The regulation treats goods as adulterated if their quantity, weight, composition, origin, expiry date or labelling has been altered, if they have been repacked, or if they are promoted in a way that misrepresents them. Goods are spoiled if expired or unfit for use, and counterfeit if they imitate genuine goods, are of lower quality and mislead the consumer about their source. The unified law adds that describing or advertising goods with false or misleading information is fraud, and it presumes that the supplier knew.
Penalties
Under the Consumer Protection Law
- Article 40: 3 months to 3 years' imprisonment and/or a fine of OMR 2,000 to 50,000 for breaching Articles 7, 8, 20, 25, 27, 28 or 32. These cover trading in adulterated goods, misleading advertising, refusing to repair or refund defective goods, and charging above the advertised price. If the offence causes a death, imprisonment is at least 5 years.
- Article 39: 10 days to 1 year and/or OMR 100 to 2,000 for breaching Articles 3, 5, 19, 21, 22, 23, 29 or 30 (for example, missing Arabic labelling or safety warnings, or failing to disclose that goods are used).
- Article 41: a fine of OMR 100 to 5,000 for breaching Articles 4, 6, 24, 26 or 31 (for example, no Arabic invoice, or running sales without approval).
- Courts may also order confiscation, closure and publication of the judgment, and managers who knew of the breach are liable (Articles 42 to 44).
- Administrative fines: up to OMR 1,000, doubled for a repeat offence. A continuing breach attracts up to OMR 50 a day, capped at OMR 2,000 (Law, Article 46; Regulation, Article 43 as amended).
Under the Unified Anti-Commercial Fraud Law
- Up to 2 years' imprisonment and/or a fine of OMR 500 to 100,000 for dealing in adulterated or spoiled goods, or failing to withdraw them or refund buyers (Article 11).
- Up to 3 years and/or OMR 10,000 to 100,000 where false scales or seals are used or the goods are harmful to human or animal health (Article 12).
- Penalties are doubled for a repeat offence within 5 years of a final conviction, with closure of the premises for up to a year (Article 15).
How to file a consumer complaint in Oman
- Gather evidence: invoice, warranty card, photos and messages with the seller.
- Submit the complaint through the CPA e-portal (cpa.gov.om). The form has four stages: complaint details, consumer details, business details and attachments. The CPA call centre numbers are 80077997 and 80079009. Citizens, residents and visitors may all complain.
- Decision: the CPA must decide within 30 days of receiving a complete complaint. It may appoint an expert; the consumer pays the fee but can recover it if a final judgment is issued in their favour (Regulation, Article 9 as amended).
- Follow up: a complaint may be closed if the complainant does not follow it up within 30 days without an acceptable excuse.
- Outcome: a warning, an administrative fine, referral to the Public Prosecution, or closure of the file, including after an amicable settlement (Regulation, Article 41).
Compensation is set by agreement, through the CPA, or by the competent court (Regulation, Article 17). If the complaint stalls or the loss is significant, a consumer protection lawyer in Muscat can pursue a compensation claim. If the problem is a fake online shop or a card payment, see our fund recovery and online fraud service.
Compliance checklist for businesses
- Issue Arabic invoices showing the commercial registration number, price, tax and warranty period.
- Display prices clearly on goods, and a price list in restaurants, cafés and hotels.
- Label goods in Arabic, and give Arabic and English warnings for goods that are dangerous if misused.
- Obtain approval before running promotions or discount sales.
- Disclose used or defective goods and record this on the invoice.
- On discovering a dangerous defect, stop sales, notify the CPA and customers, and recall the product.
- For online sales, obtain the required approval, show products as they really are, state delivery terms and publish a clear exchange and return policy (Regulation, Article 33 bis).
For wider regulatory and contractual matters, see our corporate legal services.
How a business can contest a violation
- Check the inspection report: it must record the date, place, type of violation and sampling method, and the supplier must receive a copy (Regulation, Article 40).
- Seized goods: under the unified law they are released if no court order upholds the seizure within 45 days, and laboratory tests should normally be completed within 15 days.
- Closure orders: a temporary closure ordered by the Public Prosecution can be challenged before the Misdemeanour Court of Appeal in chambers (Article 37). An urgent closure under the unified law must be put before a court within 10 working days or it lapses.
- Administrative fines: file a grievance with the issuing authority within 60 days of notification. Silence for 30 days counts as rejection, after which a case may be filed with the Administrative Court within 60 days.
- Criminal referral: the business can defend itself before the Public Prosecution and court.
Frequently asked questions
Is there an official English version of Royal Decree 66/2014?
The binding text is the Arabic one in the Official Gazette; English versions are translations for guidance.
Is a "no refund, no exchange" sign legal in Oman?
No. The regulation treats this term as void wherever it appears, including on invoices, shop fronts and advertisements.
Can I return an item just because I changed my mind?
The 15-day right in the law applies to defective or non-conforming goods. Returns for a change of mind generally depend on the store's published policy.
Can I complain about a foreign online store?
The CPA handles complaints about dealings within Oman, and the online-selling rules apply to suppliers in Oman or those with a representative or agent there.
Speak to our team
Dr. Abdullah Al Rashdi Office, Advocates and Legal Consultants, in Al Khuwair, Muscat, advises consumers and businesses on consumer protection and commercial fraud disputes. Message us on WhatsApp or call +968 92000841.
This article is general legal information, not legal advice on a specific case, and outcomes depend on the facts of each matter. Please consult the office before taking action.