Consumer Rights in India's E-Commerce: The Need for Transparency
The Challenge of Accountability in E-Commerce
The rapid growth of India's e-commerce and quick commerce sectors has raised concerns about accountability and consumer trust. To address these issues, a campaign has been launched to advocate for consumer rights, emphasizing that transparency should be a fundamental right rather than a luxury. While consumers enjoy swift deliveries of everything from groceries to electronics, the accountability of these services often lags behind.
Data from the National Consumer Helpline (NCH) reveals that e-commerce is one of the most frequently complained-about sectors, with issues ranging from damaged goods to delayed refunds. E-commerce complaints make up over a third of all grievances reported to the NCH, with nearly 58% related to refunds, according to 2025 statistics. Recent complaints highlight not only the inconvenience caused to consumers but also potential risks to their health and finances.
Many consumers have expressed alarm over the quality of products received, particularly fresh produce, which they describe as consistently subpar. When they seek assistance, they often find the process cumbersome, as support teams typically direct them to email for resolution.
In instances where consumers report that items are unsafe to eat, they often encounter unhelpful responses from complaint agents, leaving them to navigate the issues alone rather than receiving support from the platforms.
A quick-commerce user shared that the lack of visible manufacturing and expiry dates on product listings often goes unnoticed during the ordering process. However, they recalled several occasions where items delivered were nearing their expiration dates. For example, after ordering discounted packs of pulses, they found that the products were set to expire within a month, which would have influenced their purchasing decision had the expiry date been clearly indicated.
Similar experiences have been reported with skincare products, where customers discover that heavily discounted creams and moisturizers are close to expiration. This issue is exacerbated by the fact that many personal care items cannot be returned or exchanged.
Some consumers have taken to social media to express their frustrations, reporting that when they receive damaged or low-quality products, the support team often cites 'technical issues' as a reason for their inability to assist.
The essence of consumer rights, including the right to be informed and the protection of public health, is intrinsically linked to the accurate disclosure of manufacturing and expiry dates. Understanding when a product was made, its ingredients, and safety warnings is a basic consumer right. Thus, the consumer-awareness campaign aims to enhance accountability and transparency in a rapidly expanding market. While the convenience of quick delivery is appealing, it must be balanced with trust and reliability.