In today’s digital age, online shopping has become an integral part of our daily lives, offering convenience and accessibility like never before. With India emerging as the world’s second-largest internet market, boasting over 800 million users and a significant surge in UPI transactions, the landscape of e-commerce continues to evolve rapidly. However, amidst the convenience and abundance of choices, ensuring consumer rights and legal protections for online shoppers is of paramount importance.
India’s e-commerce ecosystem has witnessed exponential growth, permeating even the remotest corners of the country. Tier-two cities and smaller towns contribute to over 60% of transactions, highlighting the widespread adoption of online shopping. However, with this surge in online activity comes the inevitable rise in fraudulent activities, with over 95,000 UPI fraud cases reported in 2022 alone.
Now, the biggest concern is ‘how you can stay safe while shopping online?’ or what are the legal backings you receive while shopping via online? So to begin with, let’s know about Consumer Protection Act.
The cornerstone of safeguarding consumer rights in India lies in the Consumer Protection Act of 1986. Enacted to address customer grievances promptly and effectively, this legislation empowers consumers to voice their concerns regarding product or service deficiencies. The Act covers a broad spectrum of goods and services across private, public, and cooperative sectors, providing consumers with a platform to seek redressal for their grievances.
Key Rights for Online Shoppers
Consumers are usually entitled to various rights under the Consumer Protection Act, including the Right to Information, Right to Choose, and Right to Redressal. But let’s talk about what happens if we shopped online and had some issue with the purchase. In the event of encountering issues with a purchase, consumers have the option to file an e-commerce complaint, seeking resolution for their grievances. In addition to the Consumer Protection Act, the E-Commerce Guidelines for Consumer Protection, 2020, offer further protection for online shoppers. These guidelines mandate transparency in seller details, return policies, and contract terms, ensuring that consumers make informed purchasing decisions.
E-commerce transactions encompass a wide range of activities, including the buying and selling of goods and services over digital networks. Online shopping platforms such as Flipkart and Amazon are considered service providers, obligated to uphold consumer rights and address any violations. The Consumer Protection Act of 2019 introduces specific rules governing e-commerce entities, ensuring accountability and transparency in their operations.
E-commerce entities are required to respond promptly to consumer complaints, typically within 48 hours. Consumers have the flexibility to file complaints regardless of where the purchase was made, ensuring accessibility to legal recourse.
E-commerce entities are now required to:
(i) Display the details of the sellers, such as their legal name, geographic address, contact details, etc.
(ii) These entities must not directly or indirectly manipulate the goods’ prices, and must not adopt any unfair or deceptive methods of sale.
(iii) They are prohibited from exaggerating the quality of a product, and posting fake reviews.
(iv) The law mandates the protection of consumers’ personal information so that personal details are kept confidential and the privacy of consumers is protected.
While online shopping offers unparalleled convenience and choice, it is essential for consumers to be aware of their rights and legal safeguards. By understanding consumer protection laws and exercising vigilance while making online purchases, consumers can navigate the digital marketplace with confidence and peace of mind.
