5. Customer service
Even after the purchase, a company has obligations towards the consumer. The product or service delivered must match what was promised. If it does not, the company must resolve the problem.
- Warranty
The company must deliver a product that matches what was promised. If the product has a defect, the consumer has the right to a repair, replacement, or a refund.
- Right to a cooling-off period (in distance sales)
The consumer has a 7‑day cooling‑off period to cancel the purchase without giving a reason. If required information is missing, this period may be extended to up to three months.
- Exchanges and returns
The company is not legally obliged to allow exchanges or returns. However, a clear exchange and return policy is customer‑friendly and helps prevent misunderstandings.
- Cancellation, termination, interim price increase
Be clear about how consumers can cancel or terminate and when price increases are permitted. This must be done fairly and in accordance with the law.
- Gift cards or gift vouchers
Clearly state the terms and conditions and the validity period of gift vouchers; without an expiry date, a voucher is in principle valid indefinitely.
- For consumers
The AFTA provides consumers with information through a dedicated website: Consuloket.aw
- Publications
Here you will find an overview of decisions, opinions, consultations, correspondence, and investigations.
- Overview of laws and regulations
Here you will find an overview of the most important laws, rules, and legal documents.
