- 12-Sep-2025
- Marriage and Divorce Laws
With the rise of e-commerce in India, it became essential to protect consumers from unfair trade practices and ensure their rights while shopping online. To address this need, the Consumer Protection (E-Commerce) Rules, 2020 were introduced. These rules regulate e-commerce businesses, setting guidelines for transparency, seller accountability, product safety, and grievance redressal. The aim is to provide consumers with a safer, fairer online shopping experience.
The rules apply to all e-commerce entities in India, including both Indian and foreign entities, whether operating in the marketplace or inventory-based model.
These rules cover platforms offering goods, services, or digital products through websites, apps, or other digital means.
E-commerce platforms must provide clear and accurate information about the goods and services, including the product description, price, return/refund policies, delivery timelines, and customer support contacts.
Platforms must disclose detailed information about third-party sellers, including name, address, and contact information. This helps consumers to identify who they are buying from and provides accountability.
E-commerce platforms must ensure that their advertising is honest and not misleading, particularly in terms of product features, discounts, and offers.
Consumers must have easy access to product details, including pricing, discounts, product specifications, and delivery timelines before making a purchase.
E-commerce platforms are mandated to have clear, customer-friendly return and refund policies, which must be disclosed at the time of purchase.
E-commerce platforms must establish a grievance redressal mechanism where consumers can file complaints about defective products, unsatisfactory services, or non-delivery of items. These complaints must be addressed within a specific timeline (usually 1 month).
Platforms are prohibited from publishing fake reviews or paid endorsements to mislead consumers. All customer feedback must be authentic, and businesses should not manipulate the review system.
In the case of a defective product or service, the e-commerce platform must facilitate a refund or replacement. If the product is found to be substandard or counterfeit, the platform will be responsible for rectifying the issue.
Platforms that fail to comply with these rules can face penalties, including fines and removal from the market, depending on the severity of the violation.
The rules reiterate that foreign e-commerce entities operating in India under the marketplace model can only act as intermediaries between buyers and third-party sellers. They cannot own the inventory or directly sell products. This regulation aims to ensure that foreign platforms do not dominate the retail market in India.
E-commerce entities are required to protect consumers' personal and financial data in compliance with Indian data privacy laws. Any data collected from consumers must be securely stored, and consumers should be informed about how their data will be used.
E-commerce platforms are prohibited from pre-selecting opt-ins for additional services or subscriptions at the time of checkout. This ensures that consumers are fully aware of what they are purchasing and are not tricked into unwanted services.
Every e-commerce entity must register with the Ministry of Consumer Affairs and be listed in the National Consumer Helpline. This registration enables consumers to report grievances and ensures greater accountability.
These rules aim to build consumer confidence in online shopping by ensuring transparency, accountability, and fair business practices. With a clear return/refund policy and reliable grievance redressal mechanisms, consumers feel safer making online purchases.
By mandating foreign e-commerce entities to follow the same rules as domestic platforms, the government ensures that both local and foreign companies operate under the same legal framework, promoting fair competition.
With the regulation of fake reviews, misleading ads, and hidden charges, the rules work towards eliminating fraudulent and deceptive practices in the e-commerce sector.
Consumers are now better informed and have more control over their shopping experience. With the right to redress complaints, timely refunds, and clear product information, consumers are empowered to make informed decisions.
Consumers who experience issues such as defective products, delayed deliveries, or wrong orders can file complaints directly with the platform. The platform is obliged to resolve the issue within 30 days. If not resolved, consumers can approach the National Consumer Helpline or file complaints with the Consumer Forum.
Consumers have the right to return defective products or cancel their orders under certain conditions. Platforms must clearly define the timelines for returns and ensure that a refund or replacement is provided if the product is not as described or damaged.
If the e-commerce platform fails to address consumer complaints or violates the rules, consumers can escalate their complaints to the Consumer Protection Authority or take legal action under the Consumer Protection Act, 2019.
Verify Seller Information: Always check the seller’s profile and ratings on the platform before making a purchase.
Read the Return/Refund Policies: Understand the return, refund, and exchange policies before purchasing items.
Monitor Transaction Alerts: Set up alerts to monitor any unauthorized transactions on your account.
Secure Payments: Use secure payment options like credit/debit cards or digital wallets with encryption for enhanced security.
File Complaints Timely: If you face issues, file complaints through the e-commerce platform’s grievance redressal system within the specified time frame.
The consumer should first reach out to the e-commerce platform's customer support to initiate a return or refund process. According to the Consumer Protection (E-Commerce) Rules, the platform must address the issue within 30 days.
If the platform does not respond satisfactorily, the consumer can escalate the matter by filing a complaint with the National Consumer Helpline or Consumer Forum.
If no resolution is reached, the consumer can pursue the matter under the Consumer Protection Act, 2019, for further redressal.
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