【中英文对照版】中华人民共和国消费者权益保护法实施条例（2024）.docx

中华人民共和国消费者权益保护法实施条例RegulationontheImplementationoftheLawofthePeople,sRepublicofChinaontheProtectionofConsumerRightsandInterests制定机关：国务院发文字号：中华人民共和国国务院令第778号公布日期：2024.03.15施行日期：2024.07.01效力位阶：行政法规法规类别：消费者权益保护IssuingAuthority：StateCouncilDocumentNumber：OrderNo.778oftheStateCouncilofthePeople'sRepublicofChinaDateIssued：03-15-2024EffectiveDate：07-01-20241.evelofAuthority：AdministrativeRegulationsAreaofLaw：ProtectionofConsumerRightsandInterests中华人民共和国国务院令（第778号）OrderoftheStateCouncilofthePeople'sRepublicofChina(No.778)中华人民共和国消费者权益保 护法实施条例已经2024年2 月23日国务院第26次常务会议 通过，现予公布，自2024年7 月1日起施行。总理李强2024年3月15日TheRegulationontheImplementationoftheLawofthePeopIe1SRepublicofChinaontheProtectionofConsumerRightsandInterests,asadoptedatthe26thexecutivemeetingoftheStateCouncilonFebruary23,2024,isherebyissuedandshallcomeintoforceonJuly1,2024.Premier:LiQiangMarch15,2024RegulationontheImplementationoftheLawofthePeople'sRepublicofChinaontheProtectionofConsumerRightsandInterestsChapterIGeneralProvisionsArticle1ThisRegulationisdevelopedinaccordancewiththeLawofthePeople'sRepublicofChinaontheProtectionofConsumerRightsandInterests(hereinafterreferredtoastheuLawontheProtectionofConsumerRightsandInterestsn)andotherlaws.Article2Intheprotectionofconsumerrightsandinterests,theleadershipoftheCommunistPartyofChinashallbeinsistedon,theprincipleofpeople-orientationshallbeinsistedon,andtheprinciplesoflegality,fairnessandefficiencyshallbefollowed.Article3Thestateshallstrengthentheprotectionofthelegitimaterightsandinterestsofconsumers,andestablishandimproveajointgovernancesystemfortheprotectionofconsumerrightsandinterestsinconsiderationoflawcompliancebyoperators,industrialselfregulation,participationbyconsumers,governmentsupervisionandsocialsupervision.Article4Thestateshallpromotetheconstructionoftheconsumptionenvironmentasawhole,createasafeandassuredconsumptionenvironment,andenhancethebasicroleofconsumptionineconomicdevelopment.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Article 5 Thestateshallstrengthentheconstructionofastandardsystemforconsumercommoditiesandservices,encourageoperatorstodevelopandimplemententerprisestandardsthatarestricterthannationalstandardsorindustrialstandards,andcontinuouslyimprovesthequalityofcommoditiesandservices.Article 6 Thestateshalladvocatecivilized,healthyandgreenconsumptionconceptsandmodes,andopposeextravaganceandwaste.ChapterIlConsumerRightsandObligationsofOperatorsArticle7Aconsumershall,inaccordancewiththelaw,enjoytherighttopersonalandpropertysafetyfromdamagewhenpurchasingcommodities,usingcommoditiesoracceptingservices.Whenprovidingcommoditiesorservices(includingfreeprovisionofcommoditiesorservicesforconsumersintheformofincentives,gifts,trial,etc.)forconsumers,anoperatorshallensurethatthecommoditiesorservicessatisfytherequirementsforprotectingpersonalandpropertysafety.Wherethecommoditiesorservicesprovidedfreeofchargearedefectivebutdonotviolatethemandatoryprovisionsofthelawanddonotaffectthenormalperformanceofuse,theoperatorshalltruthfullynotifytheconsumerbeforeprovidingcommoditiesorservices.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Anoperatorshallensurethattheirbusinesspremisesandfacilitiessatisfytherequirementsfortheprotectionofpersonalandpropertysafety,takenecessarysafetyprotectionmeasures,andsetupcorrespondingwarningsigns.Whenaconsumerencountersdangerorisinfringeduponatthebusinesspremises,theoperatorshallprovidetimelyandnecessaryassistance.Article8Whereaconsumerdeemsthatcommoditiesorservicesprovidedbyanoperatormaybedefectiveandendangerthepersonalorpropertysafety,itmayreportthesituationorputforwardsuggestionstotheoperatorortherelevantadministrativedepartment.Whereanoperatorfindsthatcommoditiesorservicesprovidedbyitmaybedefectiveandendangerthepersonalorpropertysafety,itshalltakerelevantmeasuresinatimelymannerinaccordancewiththeprovisionsofArticle19oftheLawontheProtectionofConsumerRightsandInterests.Whererecallmeasuresaretaken,anoperatorproducingorimportingcommoditiesshalldeveloparecallplan,publishtherecallinformation,clearlynotifyconsumersoftheirrelevantrights,keepcompleterecallrecords,andassumenecessaryexpensesincurredbyconsumersduetotherecallofcommodities.Commoditysales,leasing,repair,partsproductionandsupply,commissionedproductionandotherrelevantoperatorsshallperformtherelevantassistanceandcooperationobligationsforrecallinaccordancewiththelaw.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。Article9Anoperatorshallprovideconsumerswithauthenticandcomprehensiveinformationrelatedtocommoditiesorservicesinaneasy-to-Understandmanner,andshallnotcarryoutfalseormisleadingpublicitybyfabricatingthecompetence,qualificationsorhonorsobtainedbytheoperator,fabricatingthetransactioninformationandbusinessdataofcommoditiesorservices,falsifying,fabricatingorconcealingusers*evaluations,etc.,todeceiveandmisleadconsumers.Anoperatorshallnot,withouttheknowledgeofconsumers,setdifferentpricesorfeeratesforthesamecommodityorserviceunderthesametradingconditions.Article10Anoperatorshall,inaccordancewiththerelevantrulesofthestate,conspicuouslyindicatethenameofthecommodity,thepriceandthechargeunitortheitem,content,priceandvaluationmethodoftheservice,sothatthepricetagiscomplete,thecontentisauthenticandaccurate,andthelogoisclearandeyecatching.Whereanoperatorprovidesservicesbymeansofautomaticextensionorautomaticrenewal,itshall,inaconspicuousmanner,drawtheattentionofconsumersbeforetheyaccepttheservicesandbeforethedateofautomaticextensionorautomaticrenewal.Article11Aconsumershallhavetherighttoindependentlychoosecommoditiesorservices.Anoperatorshallnot,bymeansofviolence,coercion,restrictionofpersonalfreedomoruseoftechnicalmeans,compel,directlyorinadisguisedmanner,consumerstopurchasecommoditiesorreceiveservices,orexcludeorrestrictconsumersfromchoosingcommoditiesorservicesprovidedbyotheroperators.Whereanoperatorprovidescommoditiesorservicesbymeansofcollocationorcombination,itshalldrawattentionofconsumersinaconspicuousmanner.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Article 12 Whereanoperatorprovidescommoditiesorservicesintheformofcommercialpublicity,productrecommendation,physicaldisplayornotice,declaration,shopnotice,etc.,andmakesacommitmenttothequantity,quality,price,after-salesserviceandliabilityassumptionofcommoditiesorservices,itshallfulfillitscommitmentstoconsumerswhopurchasecommoditiesorreceiveservices.Article 13 Anoperatorshallindicateitsrealnameandmarkinaprominentplaceofitsbusinesspremise.WhereanoperatorprovidesacommodityorservicethroughtheInternet,television,telephone,mailorder,etc.,itshallindicateorexplainitsrealnameandmarkinaconspicuouswayonitshomepage,videoscreen,voice,commoditycatalogue,etc.Whereotheroperatorsactuallyprovidecommoditiesorservices,theyshallalsoprovideconsumerswiththenames,businessaddresses,contactinformationandotherinformationoftheoperators.Whereanoperatorleasesotherpeople'scountersorvenuestoprovidecommoditiesorservices,orprovidescommoditiesorservicesbypublicity,lottery,centralizedexperience,andothermeans,itshallclearlyindicateitsrealnameandmark.Thelessorofcountersandvenuesshallestablishamanagementsystemforon-siteoperation,andverify,updateandpublicizetherelevantinformationonoperatorsforconsumers*inquiry.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。Article14Anoperatorprovidingcommoditiesorservicesbynetworkbroadcastandothermeansshallfulfilltheobligationsrelatedtotheprotectionofconsumerrightsandinterestsinaccordancewiththelaw.Alivebroadcastmarketingplatformoperatorshallestablishasoundsystemfortheprotectionofconsumerrightsandinterests,andspecifythemechanismforresolutionofconsumerdisputes.Intheeventofaconsumptiondispute,anoperatorofalivebroadcastmarketingplatformshall,accordingtotherequirementsofconsumers,providetherelevantinformationontheoperatorofthelivebroadcastroom,thelivebroadcastmarketingpersonnel,therelevantbusinessactivityrecordsandothernecessaryinformation.Wherethelivebroadcastcontentpublishedbyanoperatorofadirectbroadcastroomoralivebroadcastmarketerconstitutesacommercialadvertisement,theobligationsoftheadvertisingpublisher,advertisingagentoradvertisingspokespersonshallbefulfilledinaccordancewiththerelevantprovisionsoftheAdvertisingLawofthePeople'sRepublicofChina.Article15Anoperatorshallnot,throughfalseormisleadingpublicity,fabricateorexaggeratethetherapeutic,healthcare,healthpreservationandothereffectsofcommoditiesorservices,andinduceconsumerssuchastheelderlytobuycommoditiesorservicesthatobviouslydonotmeettheiractualneeds.Article16Anoperatorprovidingonlinegameservicesshallcomplywiththeprovisionsandstandardsofthestateregardingthetimeperiod,duration,functionandcontentofonlinegameservices,setupcorrespondingtimemanagement,authoritymanagement,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。consumptionmanagementandotherfunctionsforminors,strictlycarryoutuserverificationinregistration,loginandotherlinks,andprotectthephysicalandmentalhealthofminorsaccordingtothelaw.Article17AnoperatorusingstandardtermsshallcomplywiththeprovisionsofArticle26oftheLawontheProtectionofConsumerRightsandInterests.Anoperatorshallnotusethestandardtermstounreasonablyexemptorreduceitsliability,increasetheliabilityofconsumers,orrestricttherightsofconsumerstomodifyorterminatecontractsaccordingtothelaw,chooselitigationorarbitrationtoresolveconsumerdisputes,orchooseotheroperators,commoditiesorservices.Article18Thevalidityperiodthatoperatorsandconsumersagreetoundertakereturn,replacement,repairandotherobligationsshallnotbelessthantherequirementsoftherelevantprovisionsofthestate.Thevalidityperiodshallbecalculatedfromthedateonwhichanoperatorcompletesthedeliveryofcommoditiestoortheprovisionofservicesforaconsumer.Forcommoditieswhichneedtobeinstalledbyanoperatorseparately,thevalidityperiodshallbecalculatedfromthedateonwhichtheinstallationofthecommoditiesiscompleted.Afteranoperatorhasfulfilledtheobligationofreplacementtoaconsumer,thevalidityperiodforassumingtheobligationofreplacementorrepairshallberecalculatedfromthedateofcompletionofthereplacement.Therepairtimeofanoperatorshallnotbeincludedintheaforesaidvalidityperiod.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Whereanoperatorperformstheobligationofsalesreturninaccordancewiththerelevantrulesofthestateortheagreementwithaconsumer,itshallreturntherelevantfundsinalumpsumaccordingtothepriceshownonthepurchasevouchersuchastheinvoiceortheservicevoucher.Whereanoperatorisabletoprovethatthepriceactuallypaidbyaconsumerisinconsistentwiththepriceshownontheinvoiceandotherpurchasevouchersorservicedocuments,therelevantamountshallberefundedaccordingtothepriceactuallypaidbyaconsumer.Article19AnoperatorsellingcommoditiesbyInternet,television,telephone,mailorderandothermeansshallcomplywiththeprovisionsofArticle25oftheLawontheProtectionofConsumerRightsandInterests,andshallnotarbitrarilyexpandthescopeofcommoditiesthatarenotapplicabletono-hasslereturn.Anoperatorshallmarkinaconspicuouswaythecommoditiesthatarenotapplicabletono-hasslereturn,andremindaconsumerofconductingconfirmationatthetimeofpurchase,andshallnottakeinapplicabilityofno-hasslereturnasthedefaultconsentoptionofconsumers.Withoutconfirmationofaconsumer,anoperatorshallnotrejectno-hasslereturn.Commoditiesreturnedbyconsumersshallbeingoodcondition.Whereaconsumeropensthepackageofacommodityforinspection,ormakesareasonableadjustmenttoconfirmthequalityandfunctionofthecommoditywithoutaffectingtheoriginalquality,functionandappearanceofthecommodity,theoperatorshallacceptreturnofthecommodity.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赛 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 赛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。Aconsumerapplyingno-hasslereturnshallfollowtheprincipleofgoodfaith,andshallnotutilizetherulesonno-hasslereturntodamagethelegitimaterightsandinterestsofoperatorsandotherconsumers.Article20Whereanoperatorcollectsdepositwhenprovidingcommoditiesorservices,itshallagreewithaconsumerinadvanceonthemethod,procedureandtimelimitforreturningthedeposit,andshallnotsetunreasonableconditionsforreturningthedeposit.Whereaconsumerrequestsrefundofadepositandmeetstheconditionsforrefundofthedeposit,anoperatorshallrefundthedepositinatimelymanner.Article21Whereanoperatordecidestoclosedownorrelocateaservicesite,itshallannouncetheoperatorseffectivecontactinformationandotherinformationinaprominentpositiononitsbusinesssite,website,andhomepageofitsonlineshop30daysinadvance.Article22Whereanoperatorprovidescommoditiesorservicesintheformof