Complaints related to online shopping and e-commerce companies are continuously increasing. According to government data, in the year 2025, the National Consumer Helpline number received a total of 17,71,622 complaints, out of which about 29% i.e. 5,11,196 complaints were related to the e-commerce sector alone. Now the central government has made a major change in the rules for e-commerce companies. The new rules will come into effect from January 1, 2027.
The purpose of the change in rules is to reduce fraud or irregularities in online shopping and to protect their rights. The responsibilities of e-commerce companies will also be made clear in the new rules. Along with this, all the businesses doing online business will get equal opportunity.
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What changed in the earlier and now rules?
The Consumer Affairs Department of the Government of India has made changes in the Consumer Protection (E-Commerce) Rules 2020. For this, the government has introduced the Consumer Protection (E-Commerce) Rules Amendment 2026 on September 10, which will come into effect from January 1, 2027. Its purpose is to protect the rights of customers in online shopping and to bring more transparency in the functioning of companies. Simply put, now companies on e-commerce platforms will have to provide better and clearer information about prices, discounts and product related information to their customers while purchasing goods.
Under the new rules, earlier companies could mislead customers by changing search results, this will now stop. While showing discount, the lowest price in the last 30 days has to be mentioned. Now all this information will have to be given before purchase. In this way many important rules have been made for many customers.
What will change, know the rules?
- Consumer Complaints: Every e-commerce company will give the customer a copy of his complaint.
- Search Result: Companies will not be able to make such changes in the search result that the customer is misled or does not get the correct information he needs.
- Sponsored Listing: Paid items displayed above must be clearly stated as sponsored.
- Price Reduction: If the price of an item is reduced then the old price will have to be shown along with the new price. The old price will be the lowest price of that item in the last 30 days.
- Dark Patterns: Methods that mislead customers will not be used. Companies will have to check it every year and also show proof of following the rules.
- Seller and goods information: Companies will have to provide necessary information about the goods. This will include information on damage date, return and refund terms, warranty, delivery and payment information.
- Customer Information: Companies will not be able to use a customer's personal information for specific purposes without his/her express consent.
- Bundle Fees: E-commerce companies will not be able to charge fees simultaneously for other services not linked to their platform. However, there will be some relaxation in loyalty or membership programs.
- Imported goods: On goods coming from abroad, it will be necessary to provide information about the businessman who brought them to India and the country to which the goods belong.
E-commerce rules will become stronger
The purpose of these rules is to protect online shopping customers from unfair trade and fraud. The new rules have kept in mind the changing online business and customer needs. With this, companies will be clearly aware of their responsibilities. Apart from this, customers will be able to get accurate information and better security while purchasing goods.
The government says that along with the progress of the e-commerce sector, customer safety, clear information and fair business are also important. The new rules try to strike a balance between the interests of customers and e-commerce companies. The new Consumer Protection E-Commerce – Amendment Rules, 2026 will come into effect from January 1, 2027.