The Consumer Protection Act, 2019, to promote, protect and enforce consumer rights has taken effect, and the Consumer Protection (E-Commerce) Rules, 2020, under the Act to make online retailers more accountable. Online retailers must facilitate easy returns, address customer complaints and avoid discriminating against merchants on their platforms, according to proposed rules for e-commerce companies under India’s new consumer protection law.

The e-commerce rules will apply to all electronic retailers offering goods and services to Indian consumers, whether registered in India or overseas, E-commerce entities that do not comply will face penal action.

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