Consumer Protection Act Compliance for E-commerce Businesses in India
E-commerce businesses selling in India must comply with the Consumer Protection (E-Commerce) Rules, 2020 — displaying full seller details, country of origin for every product, a named grievance officer with contact details, and a clear cancellation/returns/refund policy on the platform. Non-compliance attracts penalties under the Consumer Protection Act.
Mandatory disclosures on every e-commerce platform
- Legal name, address and contact details of the business/entity operating the platform
- Country of origin of goods (mandatory since 2020, especially relevant for imported products)
- Total price, including all mandatory charges, displayed clearly — no hidden fees at checkout
- Expiry date and best-before information for applicable products
- Terms of usage, cancellation, refund, exchange and warranty policies
Grievance officer requirement
Every e-commerce entity must appoint a grievance officer and publish their name and contact details, with complaints to be acknowledged within 48 hours and resolved within 1 month.
Rules specific to marketplace e-commerce (not just inventory-based)
Marketplace platforms must ensure sellers on the platform comply with these same disclosure rules, cannot manipulate search results to unfairly favour their own related sellers over others, and cannot engage in practices that limit consumer choice unfairly.
Flash sales and "false urgency"
The rules restrict deceptive "flash sale" practices designed to artificially limit stock or create false urgency without disclosing the actual terms, and prohibit misleading advertisements.
Penalties for non-compliance
Violations can lead to penalties under the Consumer Protection Act — fines that scale with the severity and repetition of the violation, plus potential product recall orders and reputational damage from Central Consumer Protection Authority (CCPA) action.
Running an online store? Our e-commerce team ensures your storefront meets consumer-protection disclosure requirements.