There should be uniform guidelines for online marketplaces for the return and replacement of goods and for a refund of money for goods bought from them, Ahmeda-bad-based consumer rights body Consumer Education and Research Centre (CERC) wrote to Ministry Of Consumer Affairs (MoCA).
At present online marketplaces have their own guidelines but these are not uniform. CERC has also sent the ministry some suggestions that need to be incorporated in the proposed guidelines.
The suggestion has come at a time when online shopping is growing exponentially in the country and so there is a need to ensure a uniform and a fair process, a consumer can pursue to get his grievance redressed.
“The presence of a regulatory framework will instil confidence and trust in consumers and encourage them to buy online. It will also prevent e-commerce companies from getting away with unfair practices. Regulations will ensure that the consumers’ right to safe and quality goods and right to redress are protected,” said Pritee Shah, chief general manager of CERC.
In a series of recommendations to the ministry, CERC suggested that it should be mandatory for e-commerce companies should bear the cost of collection of goods from customers. There should also be proper linkage with the manufacturer to honour the terms of the warranty for products that carry a warranty. It also demanded that if goods are required to be serviced, the portal should shoulder the responsibility to ensure that the consumer does not have to face inconvenience. In case of refund of money, the customer should be asked about his or her preference for mode of payment. CERC demanded that the mechanism for the redressal of the grievance of the customer should be accessible, responsive and efficient.
