Consumer Protection (E-Commerce) Rules, 2020

  • The Consumer Protection (E-commerce) Rules, 2020 are mandatory and are not advisories.
  • Apply to all e-commerce retailers, whether registered in India or abroad, offering goods and services to Indian consumers.
  • E-commerce entities need to appoint a nodal person, resident in India to ensure compliance with the provisions of the act or rules.
  • The sellers through the e-commerce entities will have to display the total price of goods and services offered for sale along with the break-up of other charges.
  • Expiry date of the good needs to be separately displayed.
  • All relevant details about the goods and services offered for sale by the Seller including country of origin and in case of imported goods the name and details of the importer, and guarantees related to the authenticity or genuineness of the imported products need to be provided to enable the consumer to make an informed decision at the pre-purchase stage.
  • Marketplaces, as well as sellers, need to appoint a grievance officer.
  • Marketplace Model of E-commerce: It means providing an information technology platform by an e-commerce entity on a digital and electronic network to act as a facilitator between buyer and seller.
  • No e-commerce entity shall manipulate the price of goods or services to gain unreasonable profit or discriminate between consumers of the same class or make any arbitrary classification of consumers affecting their rights.
  • No seller or inventory e-commerce entity shall falsely represent itself as a consumer and post reviews about goods or services or misrepresent the quality or the features of any goods or services.
  • No e-commerce entity shall impose cancellation charges on consumers.
  • Sellers should not refuse to take back goods, or withdraw or discontinue services if such goods and services are defective, deficient or spurious.
  • E-commerce entities need to maintain a record of information for the identification of all sellers who have repeatedly offered goods or services that have previously been removed or restricted under the Copyright Act, 1957, the Trade Marks Act, 1999 or the Information Technology Act, 2000.
  • The violation of the rules will attract penal action under the Consumer Protection Act, 2019.

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