The Union Consumer Affairs Department has issued new rules that will apply to e‑commerce platforms from January 1, 2027. The Consumer Protection (E‑Commerce) (Amendment) Rules, 2026 aim to protect buyers in digital marketplaces and tackle emerging concerns such as dark patterns and bundled fees.
Under the new rules, each platform must disclose the legal name, principal geographic address of its headquarters and all branches, and the name and details of its website. Importers of goods sold in India must also provide the importer’s name and the country of origin for every imported item.
The rules require e‑commerce entities to supply customer‑care contact details, including e‑mail address, landline and mobile numbers, as well as the name and contact information of a grievance officer. The officer must acknowledge receipt of any consumer complaint within 48 hours and resolve it within one month.
The new regulation also mandates that sponsored listings be clearly identified and that any price reduction be accompanied by the original price. In addition, every e‑commerce platform must follow the Guidelines for Prevention and Regulation of Dark Patterns, 2023, conduct an annual self‑audit to ensure the absence of dark patterns, and display a certificate of compliance prominently on its site.
Marketplace e‑commerce entities are also prohibited from collecting bundled fees for services unrelated to the platform, except for loyalty or membership programmes where the exception applies.
