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New Delhi: The Department of Consumer Affairs has amended the Consumer Protection (E-Commerce) Rules, 2020, introducing measures to strengthen consumer protection and improve transparency in the digital marketplace.
Under the Consumer Protection (E-Commerce) (Amendment) Rules, 2026, every e-commerce entity will be required to become a partner in the convergence process of the National Consumer Helpline (NCH).
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The move assumes significance as the NCH received 17,71,622 grievances in 2025, of which 5,11,196, or around 29 percent, were related to the e-commerce sector.
The amended rules require e-commerce entities to provide complainants with a copy of complaints recorded by their grievance officers and prohibit manipulation of search results that misleads users. Sponsored listings will also have to carry clear and prominent disclosures.
For price reductions, platforms will be required to display both the reduced and prior prices, with the latter defined as the lowest price offered during the preceding 30 days.
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The rules also mandate annual self-audits and prominent compliance certification for adherence to the 2023 guidelines on dark patterns. Marketplace platforms will have to provide key product and seller information, including return, refund, warranty, delivery, payment and best-before details.
Other provisions cover express consent for specified use of consumer information, restrictions on bundled fees for unrelated services, and disclosure of importer details and country of origin for imported goods.
The Consumer Protection (E-Commerce) (Amendment) Rules, 2026 will come into force from January 1, 2027.
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