March 19, 2024 19:01 Xinhua News Agency
Xinhua News Agency, Beijing, March 19th - Implementation Regulations of the Consumer Rights Protection Law of the People's Republic of China
Chapter 1 General Provisions
Article 1: This regulation is formulated in accordance with the Consumer Rights Protection Law of the People's Republic of China (hereinafter referred to as the Consumer Rights Protection Law) and other laws.
Article 2 The protection of consumers' rights and interests shall adhere to the leadership of the CPC, the people as the center, and the principles of legality, fairness and efficiency.
Article 3: The state shall increase efforts to protect the legitimate rights and interests of consumers, establish and improve a joint governance system for protecting consumer rights and interests that combines business operators' compliance with the law, industry self-discipline, consumer participation, government supervision, and social supervision.
Article 4: The state shall coordinate and promote the construction of a consumption environment, create a safe and trustworthy consumption environment, and enhance the fundamental role of consumption in economic development.
Article 5: The state strengthens the construction of the standard system for consumer goods and services, encourages operators to formulate and implement enterprise standards that are stricter than national or industry standards, and continuously improves the quality of goods and services.
Article 6: The state advocates civilized, healthy, and green consumption concepts and methods, and opposes extravagance and waste.
Chapter 2 Rights of Consumers and Obligations of Operators
Article 7: Consumers have the right to personal and property safety without harm in accordance with the law when purchasing goods, using goods, or receiving services.
Business operators who provide goods or services to consumers (including providing goods or services to consumers for free in the form of rewards, gifts, trials, etc.) shall ensure that the goods or services meet the requirements for safeguarding personal and property safety. If the free provided goods or services have defects but do not violate mandatory legal provisions and do not affect normal usage performance, the operator shall truthfully inform the consumer before providing the goods or services.
Operators shall ensure that their business premises and facilities meet the requirements for ensuring personal and property safety, take necessary safety protection measures, and set up corresponding warning signs. When consumers encounter danger or are infringed upon in their business premises, operators should provide timely and necessary assistance.
Article 8: If consumers believe that the goods or services provided by operators may have defects and pose a risk to personal or property safety, they may report the situation or make suggestions to the operators or relevant administrative departments.
If an operator discovers that the goods or services they provide may have defects and pose a danger to personal and property safety, they shall take relevant measures in a timely manner in accordance with Article 19 of the Consumer Rights Protection Law. If a recall measure is taken, the operator of the production or import of goods shall formulate a recall plan, release recall information, clearly inform consumers of the relevant rights they enjoy, keep complete recall records, and bear the necessary expenses incurred by consumers due to the recall of the goods. Operators related to the sale, leasing, repair, production and supply of parts, and commissioned production of goods shall fulfill their obligations of assistance and cooperation in recall in accordance with the law.
Article 9: Business operators shall provide consumers with information related to goods or services in a simple and understandable manner, truthfully and comprehensively. They shall not engage in false or misleading propaganda, deceive or mislead consumers, by fabricating the qualifications, qualifications or honors of business operators, fabricating transaction information or business data of goods or services, tampering with, fabricating, or concealing user evaluations.
Operators shall not set different prices or charging standards for the same product or service under the same transaction conditions without the knowledge of consumers.
Article 10: Business operators shall, in accordance with relevant national regulations, prominently indicate the product name, price, pricing unit or service item, content, price, and pricing method of the goods or services, ensuring that the price list on the price tag is complete, the content is true and accurate, and the labeling is clear and eye-catching.
If a business operator provides services through automatic extension, automatic renewal, or other means, it shall prominently draw the attention of consumers before they accept the service and before the automatic extension, automatic renewal, or other dates.
Article 11 Consumers have the right to independently choose goods or services. Operators shall not use violence, coercion, restriction of personal freedom, or technical means to force or indirectly force consumers to purchase goods or receive services, or exclude or restrict consumers from choosing goods or services provided by other operators. If a business operator provides goods or services through pairing, combination, or other means, it shall prominently draw the attention of consumers.
Article 12: If a business operator provides goods or services through commercial promotion, product recommendation, physical display or notification, declaration, store notice, etc., and makes a commitment to the quantity, quality, price, after-sales service, responsibility, etc. of the goods or services, it shall fulfill its commitment to the consumers who purchase the goods or receive the services.
Article 13: Business operators shall indicate their true name and markings in a prominent position on their business premises.
Business operators who provide goods or services through the internet, television, telephone, mail order, etc. shall prominently indicate or explain their true name and markings on their homepage, video images, voice, product catalog, etc. If other operators actually provide goods or services, they should also provide consumers with the name, business address, contact information, and other information of the operator.
If an operator rents another person's counter or venue to provide goods or services, or provides goods or services through preaching, lottery, centralized experience, etc., their true name and mark shall be prominently indicated. The lessor of counters and venues shall establish an on-site business management system, verify, update, and publicize the relevant information of operators for consumers to inquire about.
Article 14: If an operator provides goods or services through online live streaming or other means, it shall fulfill the relevant obligations of protecting consumer rights and interests in accordance with the law.
Live streaming marketing platform operators should establish and improve consumer rights protection systems, and clarify consumer dispute resolution mechanisms. In the event of a consumer dispute, the operator of the live streaming marketing platform shall provide necessary information such as the live streaming room operator, live streaming marketing personnel, and relevant business activity records in accordance with consumer requirements.
If the live broadcast content published by live broadcast room operators or live broadcast marketing personnel constitutes commercial advertisements, they shall fulfill the obligations of advertising publishers, advertising operators, or advertising spokespersons in accordance with the relevant provisions of the Advertising Law of the People's Republic of China.
Article 15: Business operators shall not use false or misleading propaganda, fabricate or exaggerate the therapeutic, health, and wellness benefits of goods or services, to induce elderly consumers and other consumers to purchase goods or services that clearly do not meet their actual needs.
Article 16: Business operators providing online game services shall comply with the regulations and standards of the state on the relevant time periods, duration, functions, and content of online game services. Corresponding functions such as time management, permission management, and consumption management shall be set up for minors, and user verification shall be strictly carried out in registration, login, and other links to protect the physical and mental health of minors in accordance with the law.
Article 17: Business operators who use standard terms shall comply with the provisions of Article 26 of the Consumer Rights Protection Law. Business operators shall not use standard terms to unreasonably exempt or reduce their liability, increase consumer liability, restrict consumer rights to change or terminate contracts in accordance with the law, choose litigation or arbitration to resolve consumer disputes, or choose goods or services from other business operators.
Article 18: The validity period for the obligations of return, replacement, repair, etc. agreed upon between the operator and the consumer shall not be lower than the requirements of relevant national regulations. The validity period shall be calculated from the date on which the operator delivers the goods or provides services to the consumer. For goods that require the operator to install separately, the validity period shall be calculated from the date on which the goods are installed. After the operator fulfills the obligation of replacement to the consumer, the validity period of the obligation to replace, repair, etc. shall be recalculated from the date of completion of the replacement. The repair time of the operator is not included in the validity period mentioned above.
If the operator fulfills the return obligation in accordance with relevant national regulations or agreements with consumers, they shall refund the relevant amount in a lump sum according to the price displayed on the purchase vouchers or service documents such as invoices. If the operator can prove that the actual price paid by the consumer is inconsistent with the price displayed on purchase vouchers or service documents such as invoices, the relevant payment shall be refunded based on the actual price paid by the consumer.
Article 19: If an operator sells goods through the internet, television, telephone, mail order, etc., they shall comply with the provisions of Article 25 of the Consumer Rights Protection Law and shall not expand the scope of goods that are not eligible for unreasonable returns without authorization.
Business operators shall prominently label products that are not eligible for unreasonable returns, remind consumers to confirm their purchase, and shall not use unreasonable returns as an option that consumers agree to by default. Without consumer confirmation, operators are not allowed to refuse returns without reason.
The goods returned by consumers should be in good condition. If consumers need to open the packaging of the goods for inspection, or make reasonable adjustments to confirm the quality and function of the goods without affecting the original quality, function, and appearance of the goods, the operator shall return them.
Consumers who return goods without reason shall follow the principle of good faith and shall not use the rules of return without reason to harm the legitimate rights and interests of operators and other consumers.
Article 20: If a business operator collects a deposit when providing goods or services, they shall agree with consumers in advance on the method, procedure, and time limit for refunding the deposit, and shall not set unreasonable conditions for refunding the deposit.
If a consumer requests a refund of the deposit and meets the conditions for deposit refund, the operator shall promptly refund it.
Article 21: If an operator decides to suspend business or relocate a service location, they shall announce their effective contact information and other information in a prominent position on their business premises, website, online store homepage, etc. 30 days in advance.
Article 22: If an operator provides goods or services by collecting advance payment, it shall enter into a written contract with the consumer, specifying the specific content, price or fees of the goods or services, the method of refund of advance payment, and the liability for breach of contract.
After receiving the advance payment, the operator shall provide goods or services in accordance with the agreement with the consumer, and shall not reduce the quality of the goods or services, nor arbitrarily increase the price. If the operator fails to provide goods or services as agreed, they shall fulfill the agreement or refund the advance payment as requested by the consumer.
If there is a significant business risk that may affect the normal provision of goods or services by the operator in accordance with the contract or trading habits, the prepayment shall be stopped. If a business operator decides to suspend business or relocate a service location, it shall inform consumers in advance and fulfill the obligations stipulated in Article 21 of this Regulation. Consumers have the right to demand that operators continue to fulfill their obligations to provide goods or services in accordance with relevant national regulations or contractual agreements, or to request a refund of the balance of the advance payment that has not been consumed.
Article 23: Business operators shall protect the personal information of consumers in accordance with the law. When providing goods or services, operators shall not excessively collect consumer personal information, and shall not use methods such as one-time general authorization or default authorization to force or indirectly force consumers to agree to collect and use personal information that is not directly related to business activities.
Operators handling sensitive personal information such as consumer biometric, religious beliefs, specific identities, medical and health, financial accounts, and travel trajectories, as well as personal information of minors under the age of fourteen, shall comply with relevant laws and administrative regulations.
Article 24: Without the consent of consumers, operators shall not send commercial information or make commercial phone calls to consumers. If consumers agree to receive commercial information or commercial phone calls, operators should provide clear and convenient cancellation methods. If consumers choose to cancel, operators should immediately stop sending commercial information or making commercial phone calls.
Chapter 3 State Protection of the Legitimate Rights and Interests of Consumers
Article 25: People's governments at all levels shall strengthen guidance on the protection of consumer rights and interests, organize, coordinate, and supervise relevant administrative departments to implement their responsibilities in protecting consumer rights and interests, and improve the level of legal protection of consumer rights and interests.
Article 26: If there is a consumer rights dispute between consumers and business operators, they may file a complaint with the market supervision and management department or other relevant administrative departments.
Natural persons, legal persons, or other organizations may report to the market supervision and management department or other relevant administrative departments, reflecting clues that the operator is suspected of violating the law.
Article 27: Market supervision and management departments or other relevant administrative departments shall smooth and standardize channels for consumer complaints and reports, improve the process of handling complaints and reports, timely accept and handle complaints and reports in accordance with the law, strengthen the analysis and application of complaint and report information, and carry out consumer warning and risk warning.
Complaints and reports shall comply with laws, regulations and relevant provisions, and shall not be used to seek undue benefits, infringe upon the legitimate rights and interests of operators, or disrupt the order of the market economy.
Article 28: The market supervision and administration department and other relevant administrative departments shall strengthen the coordination and information sharing of consumer rights protection work, implement supervision measures such as spot checks and inspections on the goods and services provided by operators within their respective responsibilities in accordance with the provisions of laws and regulations, and promptly investigate and punish acts that infringe on the legitimate rights and interests of consumers.
Article 29: Market supervision and management departments and other relevant administrative departments shall strengthen the construction of the credit system in the consumer sector, publicly disclose relevant information on administrative licenses, administrative penalties, spot checks and inspection results, consumer complaints, etc. in accordance with the law, and impose punishment on illegal and dishonest operators in accordance with the law.
Article 30: Relevant administrative departments shall strengthen the promotion and popularization of consumer knowledge, advocate civilized, healthy, and green consumption, and enhance consumers' awareness and ability to protect their rights in accordance with the law and reason; Strengthen legal publicity, administrative guidance, and compliance guidance for operators, and enhance their awareness of operating in accordance with the law.
Article 31: The state shall improve the standards, certification, and information disclosure system for green consumption, encourage operators to disclose or make commitments regarding green consumption of goods and services, and investigate and deal with false information disclosure and commitments in accordance with the law.
Article 32 Industry associations, chambers of commerce, and other organizations shall strengthen industry self-discipline, guide and supervise operators to operate in compliance with the law and with integrity. The industry rules, self-discipline rules, demonstration contracts, and related standards formulated shall be conducive to protecting the legitimate rights and interests of consumers.
Article 33: The state encourages and supports all organizations and individuals to conduct social supervision on behaviors that harm the legitimate rights and interests of consumers.
The mass media should truthfully, objectively, and fairly report on matters related to consumer rights, strengthen the promotion and popularization of consumer rights related knowledge, and conduct public opinion supervision on behaviors that harm the legitimate rights and interests of consumers.
Chapter 4 Consumer Organizations
Article 34 Consumer associations and other legally established consumer organizations shall perform their duties in accordance with the provisions of the Consumer Rights and Interests Protection Law.
Article 35: People's governments at all levels shall strengthen the organizational construction of consumer associations and provide necessary financial and other support to consumer associations in fulfilling their duties.
Article 36: Relevant administrative departments shall carefully listen to the opinions and suggestions of consumer associations. For issues reported by consumer associations to relevant administrative departments that infringe on the legitimate rights and interests of consumers, the relevant administrative departments shall promptly investigate and handle them and respond accordingly; For cases filed for investigation, the relevant administrative department shall inform the consumer association of the handling results.
Article 37: Consumer associations shall strengthen the promotion of consumer legal education and consumer guidance, provide consumer rights protection services and support, and improve the ability of consumers to protect their legitimate rights and interests.
Consumer associations should timely summarize and promote typical cases and experience practices that protect the legitimate rights and interests of consumers, and guide and support operators to carry out business activities in accordance with the law and regulations.
Article 38: Consumer associations may organize comparative experiments, consumer surveys, consumer evaluations, disclosure of complaint information, application for appraisal of complained goods, issuance of consumer reminders and warnings, etc., to reflect the status of goods and services, consumer opinions, and consumer rights protection.
Article 39: Consumer associations may propose improvement suggestions or conduct guidance talks to relevant business operators and industry organizations on matters related to consumer rights protection, strengthen organizational coordination among consumers, business operators, industry organizations, professional institutions, relevant administrative departments and other relevant parties, and promote the resolution of important issues related to the protection of consumer legitimate rights and interests.
Article 40: Consumer associations may conduct investigations into consumer complaints that harm the legitimate rights and interests of consumers, verify the situation with relevant operators, invite relevant operators to present their factual opinions, provide evidence and materials, etc.
Article 41: For acts that infringe upon the legitimate rights and interests of numerous consumers, the China Consumers Association and consumer associations established in provinces, autonomous regions, and municipalities directly under the Central Government may bring a lawsuit to the people's court.
Chapter 5 Dispute Resolution
Article 42 Consumers shall consume in a civilized and rational manner, enhance their self-protection awareness, safeguard their legitimate rights and interests in accordance with the law, and protect their rights in case of consumption disputes in accordance with the law.
Article 43: Market supervision and management departments and other relevant administrative departments of the people's governments at all levels shall promote and improve diversified mechanisms for resolving consumer disputes, guide consumers to protect their legitimate rights and interests through consultation, mediation, complaints, arbitration, litigation and other means in accordance with the law.
Article 44: Business operators shall establish a convenient and efficient complaint handling mechanism to promptly resolve consumer disputes.
Encourage and guide operators to establish and improve systems such as first inquiry responsibility, advance compensation, and online dispute resolution, in order to timely prevent and resolve consumer disputes.
Article 45: If a consumer and a business operator have a consumer dispute and request mediation from a consumer association or other legally established mediation organization, the relevant organization shall handle it in a timely manner.
Article 46: If consumers and business operators file a consumer dispute with the market supervision and management department or other relevant administrative departments, they shall provide true identity information, clear respondent, specific complaint request, and factual basis.
The relevant administrative department shall handle the complaint and inform the consumer within 7 working days from the date of receipt. If a complaint decision that does not comply with regulations is not accepted, consumers should be informed of the reasons for rejection and other ways to resolve the dispute.
If consumers and operators agree to mediate after receiving complaints from relevant administrative departments, the relevant administrative departments shall mediate in a timely manner according to their responsibilities and complete the mediation within 60 days from the date of acceptance; If mediation fails, mediation should be terminated. If appraisal and testing are required during the mediation process, the appraisal and testing time shall not be counted within 60 days.
Administrative departments may, with the consent of consumers and business operators, entrust complaints to consumer associations or other mediation organizations established in accordance with the law for mediation.
Article 47: If there is a need for appraisal or testing of the quality of goods or services due to consumer disputes, consumers and operators may negotiate to determine the appraisal or testing institution. If consensus cannot be reached through consultation, the market supervision and management department or other relevant administrative departments that accept consumer complaints may designate appraisal and testing institutions.
For significant, complex, and consumer disputes involving the legitimate rights and interests of numerous consumers, the market supervision and management department or other relevant administrative departments can be included in the sampling inspection procedure, and entrust qualified institutions to conduct appraisal and testing.
Chapter 6 Legal Liability
Article 48: If a business operator provides goods or services that violate the relevant provisions of the Consumer Rights Protection Law and this Regulation, and infringe upon the legitimate rights and interests of consumers, they shall bear civil liability in accordance with the law.
Article 49: If a business operator engages in fraudulent behavior in providing goods or services, consumers have the right to demand compensation from the business operator in accordance with the provisions of Article 55, Paragraph 1 of the Consumer Rights Protection Law. However, except for defects in the labeling, instructions, promotional materials, etc. of goods or services that do not affect the quality of the goods or services and will not mislead consumers.
If compensation is obtained from operators or extortion is carried out through means such as carrying, swapping, falsifying, tampering with the production date of goods, fabricating facts, etc., the provisions of Article 55 (1) of the Consumer Rights Protection Law shall not apply, and relevant laws and regulations such as the Law of the People's Republic of China on Public Security Administration Punishments shall be applied; If a crime is constituted, criminal responsibility shall be pursued in accordance with the law.
Article 50: If a business operator violates the provisions of Articles 10 to 14, 16, 17, 19 to 21 of these Regulations, and other relevant laws and regulations have provisions on the punishment authority and punishment methods, the provisions of the laws and regulations shall prevail; If there are no provisions in laws and regulations, the market supervision and management department or other relevant administrative departments shall order correction. Depending on the circumstances, a single or multiple warning, confiscation of illegal gains, and a fine of 1 to 5 times the illegal gains may be imposed. If there are no illegal gains, a fine of no more than 300000 yuan shall be imposed; Those with serious circumstances shall be ordered to suspend business for rectification and have their business license revoked.
If an operator violates the provisions of Article 22 of these Regulations, the relevant administrative department shall order it to make corrections. Depending on the circumstances, it may impose a single or multiple warnings, confiscate illegal gains, or impose a fine of 1 to 10 times the illegal gains. If there are no illegal gains, a fine of less than 500000 yuan shall be imposed; Those with serious circumstances shall be ordered to suspend business for rectification and have their business license revoked.
If an operator violates other provisions of this Regulation, they shall be punished in accordance with Article 56 of the Consumer Rights Protection Law.
Article 51: If a business operator voluntarily eliminates or mitigates the harmful consequences of an illegal act, if the illegal act is minor and timely corrected without causing harmful consequences, or if the illegal act is committed for the first time and the harmful consequences are minor and timely corrected, it shall be punished in accordance with the provisions of the Administrative Penalty Law of the People's Republic of China.
Article 52: If staff members of relevant administrative departments fail to fulfill their duties in protecting consumer rights and interests in accordance with the provisions of this Regulation, neglect their duties, or shield business operators from infringing on the legitimate rights and interests of consumers, they shall be punished in accordance with the law; If a crime is constituted, criminal responsibility shall be pursued in accordance with the law.
Chapter 7 Supplementary Provisions
Article 53: These regulations shall come into effect on July 1, 2024. (End)
新华社北京3月19日电 中华人民共和国消费者权益保护法实施条例
第一章 总则
第一条 根据《中华人民共和国消费者权益保护法》（以下简称消费者权益保护法）等法律，制定本条例。
第二条 消费者权益保护工作坚持中国共产党的领导，坚持以人民为中心，遵循合法、公平、高效的原则。
第三条 国家加大消费者合法权益保护力度，建立和完善经营者守法、行业自律、消费者参与、政府监管和社会监督相结合的消费者权益保护共同治理体系。
第四条 国家统筹推进消费环境建设，营造安全放心的消费环境，增强消费对经济发展的基础性作用。
第五条 国家加强消费商品和服务的标准体系建设，鼓励经营者制定实施严于国家标准或者行业标准的企业标准，不断提升商品和服务质量。
第六条 国家倡导文明、健康、绿色的消费理念和消费方式，反对奢侈浪费。
第二章 消费者的权利和经营者的义务
第七条 消费者在购买商品、使用商品或者接受服务时，依法享有人身和财产安全不受损害的权利。
经营者向消费者提供商品或者服务（包括以奖励、赠送、试用等形式向消费者免费提供商品或者服务），应当保证商品或者服务符合保障人身、财产安全的要求。免费提供的商品或者服务存在瑕疵但不违反法律强制性规定且不影响正常使用性能的，经营者应当在提供商品或者服务前如实告知消费者。
经营者应当保证其经营场所及设施符合保障人身、财产安全的要求，采取必要的安全防护措施，并设置相应的警示标识。消费者在经营场所遇到危险或者受到侵害时，经营者应当给予及时、必要的救助。
第八条 消费者认为经营者提供的商品或者服务可能存在缺陷，有危及人身、财产安全危险的，可以向经营者或者有关行政部门反映情况或者提出建议。
经营者发现其提供的商品或者服务可能存在缺陷，有危及人身、财产安全危险的，应当依照消费者权益保护法第十九条的规定及时采取相关措施。采取召回措施的，生产或者进口商品的经营者应当制定召回计划，发布召回信息，明确告知消费者享有的相关权利，保存完整的召回记录，并承担消费者因商品被召回所支出的必要费用。商品销售、租赁、修理、零部件生产供应、受委托生产等相关经营者应当依法履行召回相关协助和配合义务。
第九条 经营者应当采用通俗易懂的方式，真实、全面地向消费者提供商品或者服务相关信息，不得通过虚构经营者资质、资格或者所获荣誉，虚构商品或者服务交易信息、经营数据，篡改、编造、隐匿用户评价等方式，进行虚假或者引人误解的宣传，欺骗、误导消费者。
经营者不得在消费者不知情的情况下，对同一商品或者服务在同等交易条件下设置不同的价格或者收费标准。
第十条 经营者应当按照国家有关规定，以显著方式标明商品的品名、价格和计价单位或者服务的项目、内容、价格和计价方法等信息，做到价签价目齐全、内容真实准确、标识清晰醒目。
经营者采取自动展期、自动续费等方式提供服务的，应当在消费者接受服务前和自动展期、自动续费等日期前，以显著方式提请消费者注意。
第十一条 消费者享有自主选择商品或者服务的权利。经营者不得以暴力、胁迫、限制人身自由等方式或者利用技术手段，强制或者变相强制消费者购买商品或者接受服务，或者排除、限制消费者选择其他经营者提供的商品或者服务。经营者通过搭配、组合等方式提供商品或者服务的，应当以显著方式提请消费者注意。
第十二条 经营者以商业宣传、产品推荐、实物展示或者通知、声明、店堂告示等方式提供商品或者服务，对商品或者服务的数量、质量、价格、售后服务、责任承担等作出承诺的，应当向购买商品或者接受服务的消费者履行其所承诺的内容。
第十三条 经营者应当在其经营场所的显著位置标明其真实名称和标记。
经营者通过网络、电视、电话、邮购等方式提供商品或者服务的，应当在其首页、视频画面、语音、商品目录等处以显著方式标明或者说明其真实名称和标记。由其他经营者实际提供商品或者服务的，还应当向消费者提供该经营者的名称、经营地址、联系方式等信息。
经营者租赁他人柜台或者场地提供商品或者服务，或者通过宣讲、抽奖、集中式体验等方式提供商品或者服务的，应当以显著方式标明其真实名称和标记。柜台、场地的出租者应当建立场内经营管理制度，核验、更新、公示经营者的相关信息，供消费者查询。
第十四条 经营者通过网络直播等方式提供商品或者服务的，应当依法履行消费者权益保护相关义务。
直播营销平台经营者应当建立健全消费者权益保护制度，明确消费争议解决机制。发生消费争议的，直播营销平台经营者应当根据消费者的要求提供直播间运营者、直播营销人员相关信息以及相关经营活动记录等必要信息。
直播间运营者、直播营销人员发布的直播内容构成商业广告的，应当依照《中华人民共和国广告法》的有关规定履行广告发布者、广告经营者或者广告代言人的义务。
第十五条 经营者不得通过虚假或者引人误解的宣传，虚构或者夸大商品或者服务的治疗、保健、养生等功效，诱导老年人等消费者购买明显不符合其实际需求的商品或者服务。
第十六条 经营者提供网络游戏服务的，应当符合国家关于网络游戏服务相关时段、时长、功能和内容等方面的规定和标准，针对未成年人设置相应的时间管理、权限管理、消费管理等功能，在注册、登录等环节严格进行用户核验，依法保护未成年人身心健康。
第十七条 经营者使用格式条款的，应当遵守消费者权益保护法第二十六条的规定。经营者不得利用格式条款不合理地免除或者减轻其责任、加重消费者的责任或者限制消费者依法变更或者解除合同、选择诉讼或者仲裁解决消费争议、选择其他经营者的商品或者服务等权利。
第十八条 经营者与消费者约定承担退货、更换、修理等义务的有效期限不得低于国家有关规定的要求。有效期限自经营者向消费者交付商品或者提供服务完结之日起计算，需要经营者另行安装的商品，有效期限自商品安装完成之日起计算。经营者向消费者履行更换义务后，承担更换、修理等义务的有效期限自更换完成之日起重新计算。经营者修理的时间不计入上述有效期限。
经营者依照国家有关规定或者与消费者约定履行退货义务的，应当按照发票等购货凭证或者服务单据上显示的价格一次性退清相关款项。经营者能够证明消费者实际支付的价格与发票等购货凭证或者服务单据上显示的价格不一致的，按照消费者实际支付的价格退清相关款项。
第十九条 经营者通过网络、电视、电话、邮购等方式销售商品的，应当遵守消费者权益保护法第二十五条规定，不得擅自扩大不适用无理由退货的商品范围。
经营者应当以显著方式对不适用无理由退货的商品进行标注，提示消费者在购买时进行确认，不得将不适用无理由退货作为消费者默认同意的选项。未经消费者确认，经营者不得拒绝无理由退货。
消费者退货的商品应当完好。消费者基于查验需要打开商品包装，或者为确认商品的品质和功能进行合理调试而不影响商品原有品质、功能和外观的，经营者应当予以退货。
消费者无理由退货应当遵循诚实信用原则，不得利用无理由退货规则损害经营者和其他消费者的合法权益。
第二十条 经营者提供商品或者服务时收取押金的，应当事先与消费者约定退还押金的方式、程序和时限，不得对退还押金设置不合理条件。
消费者要求退还押金，符合押金退还条件的，经营者应当及时退还。
第二十一条 经营者决定停业或者迁移服务场所的，应当提前30日在其经营场所、网站、网店首页等的醒目位置公告经营者的有效联系方式等信息。
第二十二条 经营者以收取预付款方式提供商品或者服务的，应当与消费者订立书面合同，约定商品或者服务的具体内容、价款或者费用、预付款退还方式、违约责任等事项。
经营者收取预付款后，应当按照与消费者的约定提供商品或者服务，不得降低商品或者服务质量，不得任意加价。经营者未按照约定提供商品或者服务的，应当按照消费者的要求履行约定或者退还预付款。
经营者出现重大经营风险，有可能影响经营者按照合同约定或者交易习惯正常提供商品或者服务的，应当停止收取预付款。经营者决定停业或者迁移服务场所的，应当提前告知消费者，并履行本条例第二十一条规定的义务。消费者依照国家有关规定或者合同约定，有权要求经营者继续履行提供商品或者服务的义务，或者要求退还未消费的预付款余额。
第二十三条 经营者应当依法保护消费者的个人信息。经营者在提供商品或者服务时，不得过度收集消费者个人信息，不得采用一次概括授权、默认授权等方式，强制或者变相强制消费者同意收集、使用与经营活动无直接关系的个人信息。
经营者处理包含消费者的生物识别、宗教信仰、特定身份、医疗健康、金融账户、行踪轨迹等信息以及不满十四周岁未成年人的个人信息等敏感个人信息的，应当符合有关法律、行政法规的规定。
第二十四条 未经消费者同意，经营者不得向消费者发送商业性信息或者拨打商业性电话。消费者同意接收商业性信息或者商业性电话的，经营者应当提供明确、便捷的取消方式。消费者选择取消的，经营者应当立即停止发送商业性信息或者拨打商业性电话。
第三章 国家对消费者合法权益的保护
第二十五条 各级人民政府应当加强对消费者权益保护工作的指导，组织、协调、督促有关行政部门落实消费者权益保护工作职责，提升消费者权益保护工作的法治化水平。
第二十六条 消费者与经营者发生消费者权益争议的，可以向市场监督管理部门或者其他有关行政部门投诉。
自然人、法人或者其他组织可以向市场监督管理部门或者其他有关行政部门举报，反映经营者涉嫌违法的线索。
第二十七条 市场监督管理部门或者其他有关行政部门应当畅通和规范消费者投诉、举报渠道，完善投诉、举报处理流程，依法及时受理和处理投诉、举报，加强对投诉、举报信息的分析应用，开展消费预警和风险提示。
投诉、举报应当遵守法律、法规和有关规定，不得利用投诉、举报牟取不正当利益，侵害经营者的合法权益，扰乱市场经济秩序。
第二十八条 市场监督管理部门和其他有关行政部门应当加强消费者权益保护工作的协同配合和信息共享，依照法律、法规的规定，在各自的职责范围内，对经营者提供的商品和服务实施抽查检验等监管措施，及时查处侵害消费者合法权益的行为。
第二十九条 市场监督管理部门和其他有关行政部门应当加强消费领域信用体系建设，依法公示有关行政许可、行政处罚、抽查检验结果、消费投诉等信息，依法对违法失信经营者实施惩戒。
第三十条 有关行政部门应当加强消费知识的宣传普及，倡导文明、健康、绿色消费，提高消费者依法、理性维权的意识和能力；加强对经营者的普法宣传、行政指导和合规指引，提高经营者依法经营的意识。
第三十一条 国家完善绿色消费的标准、认证和信息披露体系，鼓励经营者对商品和服务作出绿色消费方面的信息披露或者承诺，依法查处虚假信息披露和承诺的行为。
第三十二条 行业协会商会等组织应当加强行业自律，引导、督促经营者守法诚信经营，制定的行业规则、自律规则、示范合同和相关标准等应当有利于保护消费者合法权益。
第三十三条 国家鼓励、支持一切组织和个人对损害消费者合法权益的行为进行社会监督。
大众传播媒介应当真实、客观、公正地报道涉及消费者权益的相关事项，加强消费者维权相关知识的宣传普及，对损害消费者合法权益的行为进行舆论监督。
第四章 消费者组织
第三十四条 消费者协会和其他依法成立的消费者组织应当按照消费者权益保护法的规定履行职责。
第三十五条 各级人民政府应当加强消费者协会组织建设，对消费者协会履行职责予以必要的经费等支持。
第三十六条 有关行政部门应当认真听取消费者协会的意见和建议。对于消费者协会向有关行政部门反映的侵害消费者合法权益的问题，有关行政部门应当及时调查处理并予以回复；对于立案查处的案件，有关行政部门应当将处理结果告知消费者协会。
第三十七条 消费者协会应当加强消费普法宣传和消费引导，向消费者提供消费维权服务与支持，提高消费者维护自身合法权益的能力。
消费者协会应当及时总结、推广保护消费者合法权益的典型案例和经验做法，引导、支持经营者依法合规开展经营活动。
第三十八条 消费者协会可以组织开展比较试验、消费调查、消费评议、投诉信息公示、对投诉商品提请鉴定、发布消费提示警示等，反映商品和服务状况、消费者意见和消费维权情况。
第三十九条 消费者协会可以就消费者权益保护事项向有关经营者、行业组织提出改进意见或者进行指导谈话，加强消费者、经营者、行业组织、专业机构、有关行政部门等各相关方的组织协调，推动解决涉及消费者合法权益保护的重要问题。
第四十条 消费者协会可以就消费者投诉的损害消费者合法权益的行为开展调查，与有关经营者核实情况，约请有关经营者到场陈述事实意见、提供证据资料等。
第四十一条 对侵害众多消费者合法权益的行为，中国消费者协会以及在省、自治区、直辖市设立的消费者协会，可以向人民法院提起诉讼。
第五章 争议的解决
第四十二条 消费者应当文明、理性消费，提高自我保护意识，依法维护自身合法权益，在发生消费争议时依法维权。
第四十三条 各级人民政府市场监督管理部门和其他有关行政部门应当推动、健全消费争议多元化解决机制，引导消费者依法通过协商、调解、投诉、仲裁、诉讼等方式维护自身合法权益。
第四十四条 经营者应当建立便捷、高效的投诉处理机制，及时解决消费争议。
鼓励和引导经营者建立健全首问负责、先行赔付、在线争议解决等制度，及时预防和解决消费争议。
第四十五条 消费者和经营者发生消费争议，请求消费者协会或者依法成立的其他调解组织进行调解的，相关组织应当及时处理。
第四十六条 消费者和经营者发生消费争议向市场监督管理部门或者其他有关行政部门投诉的，应当提供真实身份信息，有明确的被投诉人、具体的投诉请求和事实依据。
有关行政部门应当自收到投诉之日起7个工作日内，予以处理并告知消费者。对不符合规定的投诉决定不予受理的，应当告知消费者不予受理的理由和其他解决争议的途径。
有关行政部门受理投诉后，消费者和经营者同意调解的，有关行政部门应当依据职责及时调解，并在受理之日起60日内调解完毕；调解不成的应当终止调解。调解过程中需要鉴定、检测的，鉴定、检测时间不计算在60日内。
有关行政部门经消费者和经营者同意，可以依法将投诉委托消费者协会或者依法成立的其他调解组织调解。
第四十七条 因消费争议需要对商品或者服务质量进行鉴定、检测的，消费者和经营者可以协商确定鉴定、检测机构。无法协商一致的，受理消费者投诉的市场监督管理部门或者其他有关行政部门可以指定鉴定、检测机构。
对于重大、复杂、涉及众多消费者合法权益的消费争议，可以由市场监督管理部门或者其他有关行政部门纳入抽查检验程序，委托具备相应资质的机构进行鉴定、检测。
第六章 法律责任
第四十八条 经营者提供商品或者服务，违反消费者权益保护法和本条例有关规定，侵害消费者合法权益的，依法承担民事责任。
第四十九条 经营者提供商品或者服务有欺诈行为的，消费者有权根据消费者权益保护法第五十五条第一款的规定要求经营者予以赔偿。但是，商品或者服务的标签标识、说明书、宣传材料等存在不影响商品或者服务质量且不会对消费者造成误导的瑕疵的除外。
通过夹带、掉包、造假、篡改商品生产日期、捏造事实等方式骗取经营者的赔偿或者对经营者进行敲诈勒索的，不适用消费者权益保护法第五十五条第一款的规定，依照《中华人民共和国治安管理处罚法》等有关法律、法规处理；构成犯罪的，依法追究刑事责任。
第五十条 经营者违反本条例第十条至第十四条、第十六条、第十七条、第十九条至第二十一条规定，其他有关法律、法规对处罚机关和处罚方式有规定的，依照法律、法规的规定执行；法律、法规未作规定的，由市场监督管理部门或者其他有关行政部门责令改正，可以根据情节单处或者并处警告、没收违法所得、处以违法所得1倍以上5倍以下的罚款，没有违法所得的，处以30万元以下的罚款；情节严重的，责令停业整顿、吊销营业执照。
经营者违反本条例第二十二条规定的，由有关行政部门责令改正，可以根据情节单处或者并处警告、没收违法所得、处以违法所得1倍以上10倍以下的罚款，没有违法所得的，处以50万元以下的罚款；情节严重的，责令停业整顿、吊销营业执照。
经营者违反本条例其他规定的，依照消费者权益保护法第五十六条的规定予以处罚。
第五十一条 经营者主动消除或者减轻违法行为危害后果的，违法行为轻微并及时改正且没有造成危害后果的，或者初次违法且危害后果轻微并及时改正的，依照《中华人民共和国行政处罚法》的规定从轻、减轻或者不予处罚。
第五十二条 有关行政部门工作人员未按照本条例规定履行消费者权益保护职责，玩忽职守或者包庇经营者侵害消费者合法权益的行为的，依法给予处分；构成犯罪的，依法追究刑事责任。
第七章 附则
第五十三条 本条例自2024年7月1日起施行。（完）