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Frequently Asked Questions

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Page 7 of 10

There would be a standard currency exchange rate that would be applied to convert funds into the cardholder’s currency (where currency is not AED).

There is no charge for a refund in cash. However, if a tourist wishes to exchange the refund from AED into another currency, the Cash Refund Agent’s advertised exchange rates would be applied.

The refund will be made by credit card, debit card or e-voucher where applicable.

Tourists are advised to track their refund by scanning the QR code on the Tax Free Tag using a smartphone, and that will take them to a unique tracking page to see further details. If further assistance is required, the tourist can contact the Planet Customer Services team.

Yes (e.g. smartphones) as long as they are accompanied by the original packaging when validating their export at the exit point. A perfume that has been opened however is not eligible for a refund.

Yes, the invoice should be issued on the date the goods are collected in person by the tourist at a physical store, and the Tax Free Tag issued and attached to it on the same day. If the tourist pays online, the invoice must clearly state that it is an advance / deposit / booking fee and when collecting the goods the actual sales invoice is issued on the day. Otherwise it is not possible to purchase online and claim tax free refunds.

The merchant support help line will be available 7 days a week from 10am to midnight (and 2am for holidays when extended store hours are in place). Emails can be sent at any time.

Yes, if a restaurant sells goods that are eligible under this scheme, they can register.

Yes, a Tax Free Tag must be attached to each invoice to obtain a tax refund.

The preference (for better customer & merchant experience) is that the tourist presents their original passport / GCC ID at point of purchase. However, a clear copy would suffice of the passport / GCC ID number and tourist details. For validation at the point of exit, the original passport or GCC ID must be presented.

All taxable goods are eligible except for:

Goods that have been consumed, in full or in part, in the UAE;
Goods that are not accompanied by the overseas tourist at the time of leaving the UAE;
Motor vehicles, boats and aircraft.

The rent or sale of a residential part of the building shall be treated as zero-rated or exempt, depending on whether this is a first supply or a subsequent supply.

The rent or sale of a commercial part of the building shall be treated as subject to VAT at 5%.

The tax incurred by the owner on the building needs to be apportioned where there is an exempt supply, and the portion related to the taxable supply (at 0% and 5%) may be recovered.
Tax is the means by which governments raise revenue to pay for public services. Government revenues from taxation are generally used to pay for things such public hospitals, schools and universities, defence and other important aspects of daily life.

A direct tax is collected by a government from the person on whom it is imposed (e.g., income tax, corporate tax).

An indirect tax is collected for a government by an intermediary (e.g. a retail store) from the person that ultimately pays the tax (e.g., VAT, Sales Tax).

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