India Consumer Protection (E-Commerce) Rules, 2020

The Consumer Protection (E-Commerce) Rules, 2020 (the “Rules”) are intended to prevent unfair trade practices in e-commerce for consumers in India. These rules apply to e-commerce entities that offer goods or services to consumers in India, including marketplaces like Etsy.

Jump to a section:

What is Etsy?

Etsy is the global marketplace for unique and creative goods. Etsy is made up of individual third­-party sellers who run their own shops, create their own policies, and are responsible for their inventory, deliveries, and complying with the law. We provide a venue, but Etsy does not manufacture goods, hold physical inventory, or deliver items on behalf of our third-party sellers. The content uploaded on Etsy's marketplace is generated by independent sellers, who are not employees, agents, or representatives of Etsy.

How do the Rules impact Indian consumers?

Buyers located in India are welcome to use our existing channels to contact us about any concerns they have through Etsy’s Help Centre, which will allow Etsy to most efficiently address any issues. 

India buyers may also use the Contact support button at the bottom of this page to reach out to Etsy’s appointed Grievance Officer for India consumer outreach. Buyers based in India (along with any other members who live outside of North and South America) contract with Etsy Ireland UC, a subsidiary of Etsy, Inc. when using Etsy. The contact information for Etsy Ireland UC can be found on Etsy’s Legal Imprint

India consumers with questions about a seller’s listing content or shop practices may feel free to directly contact the seller through Etsy Messages. Consumers in India may also choose to contact the India National Consumer Helpline

How does Etsy comply with the Rules?

Etsy complies with the Rules through its existing policies and procedures, as summarised below:

  • Sellers on Etsy must accurately represent their items in listings and listing photos, respect the intellectual property of others, and may not coordinate pricing with other sellers.
  • By listing a product for sale on Etsy, sellers agree that they are responsible for complying with all applicable laws and regulations, including requirements regarding labelling, disclosures, and fair pricing. 
  • Etsy’s Anti-Discrimination and Hate Speech Policy prohibits the use of our Services to engage in discrimination.
  • Sellers may not engage in shilling (falsely inflating their review scores), or otherwise undermine the integrity of Etsy’s reviews system.
  • If a seller is unable to complete an order, they must notify the buyer and cancel the order.
  • Buyers can request that a seller provide a return or exchange or can choose to open a case against a seller.
  • Sellers must disclose their geolocation, such as the location of their shop or the country they deliver from. 

To contact the Grievance Officer’s team for additional help, click Contact support below. 

Did this help?
Why didn’t this article help you? (select all that apply, required question)

Thanks for your feedback!

Still have questions?

Contact support