法律文本

中华人民共和国消费者权益保护法（2013修正）

Law of the People's Republic of China on the Protection of Consumer Rights and Interests (Revision 2013)

（1993年10月31日第八届全国人民代表大会常务委员会第四次会议通过 根据2009年8月27日第十一届全国人民代表大会常务委员会第十次会议《关于修改部分法律的决定》第一次修正 根据2013年10月25日第十二届全国人民代表大会常务委员会第五次会议《关于修改＜中华人民共和国消费者权益保护法＞的决定》第二次修正）

(Adopted at the 4th Meeting of the Standing Committee of the 8th National People's Congress on October 31, 1993; amended for the first time according to the Decision on Amending Certain Laws passed at the 10th Meeting of the Standing Committee of the 11th National People's Congress on August 27, 2009; and amended for the second time according to the Decision on Revising the Law of the People's Republic of China on the Protection of Consumer Rights and Interests passed at the 5th Meeting of the Standing Committee of the 12th National People's Congress on October 25, 2013)

目 录

Contents

  第一章 总 则

Chapter 1 General Provisions

  第二章 消费者的权利

Chapter 2 Rights of Consumers

  第三章 经营者的义务

Chapter 3 Obligations of Business Operators

  第四章 国家对消费者合法权益的保护

Chapter 4 Protection of the Legitimate Rights and Interests of Consumers by the State

  第五章 消费者组织

Chapter 5 Consumer Organizations

  第六章 争议的解决

Chapter 6: Settlement of Disputes

  第七章 法律责任

Chapter 7 Legal Liabilities

  第八章 附 则

Chapter 8 Supplementary Provisions

第一章 总 则

Chapter 1 General Provisions

第一条   为保护消费者的合法权益，维护社会经济秩序，促进社会主义市场经济健康发展，制定本法。

Article 1 This Law is formulated for the purposes of protecting the legitimate rights and interests of consumers, safeguarding social and economic order, and promoting healthy development of socialist market economy.

第二条   消费者为生活消费需要购买、使用商品或者接受服务，其权益受本法保护；本法未作规定的，受其他有关法律、法规保护。

Article 2 The rights and interests of consumers to purchase or use goods or receive services for living consumption shall be protected by the Law. Any matters uncovered herein shall be protected by other relevant laws and regulations.

第三条   经营者为消费者提供其生产、销售的商品或者提供服务，应当遵守本法；本法未作规定的，应当遵守其他有关法律、法规。

Article 3 Business operators providing goods manufactured or sold by them to consumers or providing services shall comply with this Law; for matters not stipulated in this Law, other relevant laws and regulations shall be complied with.

第四条   经营者与消费者进行交易，应当遵循自愿、平等、公平、诚实信用的原则。

Article 4 Transactions between business operators and consumers shall adhere to the principles of voluntary participation, equality, fairness, honesty and trustworthiness.

第五条   国家保护消费者的合法权益不受侵害。

Article 5 The State shall protect the legitimate rights and interests of consumers from infringement.

国家采取措施，保障消费者依法行使权利，维护消费者的合法权益。

The State shall adopt measures to ensure that consumers exercise their rights in accordance with the law and safeguard the legitimate rights and interests of consumers.

国家倡导文明、健康、节约资源和保护环境的消费方式，反对浪费。

The State advocates civilized, healthy consumption patterns that conserve resources and protect the environment, and opposes waste.

第六条   保护消费者的合法权益是全社会的共同责任。

Article 6 Protection of legitimate consumer rights and interests is the common responsibility of the entire society.

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。

The State shall encourage and support social supervision by all organisations and individuals over infringement of legitimate consumer rights and interests.

大众传播媒介应当做好维护消费者合法权益的宣传，对损害消费者合法权益的行为进行舆论监督。

The mass media shall carry out proper propaganda for protection of legitimate consumer rights and interests, and conduct public opinion supervision for acts which harm the legitimate consumer rights and interests.

第二章 消费者的权利

Chapter 2 Rights of Consumers

第七条   消费者在购买、使用商品和接受服务时享有人身、财产安全不受损害的权利。

Article 7 Consumers shall be entitled to the protection of their personal safety and property security at the time of purchase and use of goods and receipt of services.

消费者有权要求经营者提供的商品和服务，符合保障人身、财产安全的要求。

Consumers shall have the right to require that goods and services provided by business operators satisfy the requirements for protection of personal safety and property security.

第八条   消费者享有知悉其购买、使用的商品或者接受的服务的真实情况的权利。

Article 8 A consumer shall be entitled to knowledge of the true information of the goods he purchases or uses or the services he receives.

消费者有权根据商品或者服务的不同情况，要求经营者提供商品的价格、产地、生产者、用途、性能、规格、等级、主要成份、生产日期、有效期限、检验合格证明、使用方法说明书、售后服务，或者服务的内容、规格、费用等有关情况。

Consumers shall have the right to require business operators to provide, based on different situations of the goods or services, the relevant information on price, place of origin, manufacturer, purpose, function, specifications, grade, main ingredients, date of manufacturing, shelf life, certificate of inspection, user manual, after-sale services of goods or contents, specifications and fees of services, etc.

第九条   消费者享有自主选择商品或者服务的权利。

Article 9 Consumers shall be entitled to autonomous selection of goods or services.

消费者有权自主选择提供商品或者服务的经营者，自主选择商品品种或者服务方式，自主决定购买或者不购买任何一种商品、接受或者不接受任何一项服务。

Consumers shall be entitled to autonomous selection of business operators which provide goods or services, types of goods or service methods, and autonomous decision of purchasing or not purchasing any particular type of goods and accepting or not accepting any particular type of services.

消费者在自主选择商品或者服务时，有权进行比较、鉴别和挑选。

Consumers shall, in the exercise of autonomous selection of goods or services, have the right to make comparison, identification and selection.

第十条   消费者享有公平交易的权利。

Article 10 Consumers shall be entitled to fair trading.

消费者在购买商品或者接受服务时，有权获得质量保障、价格合理、计量正确等公平交易条件，有权拒绝经营者的强制交易行为。

Consumers shall, at the time of purchase of goods or receipt of services rendered, have the right to fair trading conditions such as quality assurance, reasonable prices, correct measurement, etc, and shall have the right to refuse compulsory transactions of business operators.

第十一条   消费者因购买、使用商品或者接受服务受到人身、财产损害的，享有依法获得赔偿的权利。

Article 11 Consumers whose personal safety or property is harmed as a result of purchase or use of goods or receipt of services rendered shall be entitled to receive compensation pursuant to the law.

第十二条   消费者享有依法成立维护自身合法权益的社会组织的权利。

Article 12 Consumers shall have the right to form social organisations pursuant to the law to protect their legitimate rights and interests.

第十三条   消费者享有获得有关消费和消费者权益保护方面的知识的权利。

Article 13 Consumers shall have the right to obtain information pertaining to consumption and protection of consumer rights and interests.

消费者应当努力掌握所需商品或者服务的知识和使用技能，正确使用商品，提高自我保护意识。

Consumers shall strive to master knowledge and skills for use of goods or services they require, use goods properly, and raise self-protection awareness.

第十四条   消费者在购买、使用商品和接受服务时，享有人格尊严、民族风俗习惯得到尊重的权利，享有个人信息依法得到保护的权利。

Article 14 Consumers shall, at the time of purchase and use of goods and receipt of services rendered, be entitled to respect for dignity and ethnic customs, and protection of personal information pursuant to the law.

第十五条   消费者享有对商品和服务以及保护消费者权益工作进行监督的权利。

Article 15 Consumers shall have the right to supervise goods and services and protection of consumer rights and interests.

消费者有权检举、控告侵害消费者权益的行为和国家机关及其工作人员在保护消费者权益工作中的违法失职行为，有权对保护消费者权益工作提出批评、建议。

Consumers shall have the right to report and file a lawsuit against any act of infringement of consumer rights and interests and illegal act or dereliction of duty committed by the State agencies and their personnel in relation to protection of consumer rights and interests, and shall have the right to raise criticism and recommendation for protection of consumer rights and interests.

第三章 经营者的义务

Chapter 3 Obligations of Business Operators

第十六条   经营者向消费者提供商品或者服务，应当依照本法和其他有关法律、法规的规定履行义务。

Article 16 Business operators engaging in provision of goods or services to consumers shall perform obligations pursuant to the provisions of this Law and other related laws and regulations.

经营者和消费者有约定的，应当按照约定履行义务，但双方的约定不得违背法律、法规的规定。

Where there is an agreement between a business operator and a consumer, obligations shall be performed pursuant to the agreement, provided that the agreement between both parties shall not violate the provisions of laws and regulations.

经营者向消费者提供商品或者服务，应当恪守社会公德，诚信经营，保障消费者的合法权益；不得设定不公平、不合理的交易条件，不得强制交易。

Business operators engaging in provision of goods or services to consumers shall abide by social morality, operate with integrity, protect the legitimate rights and interests of consumers; and shall not set unfair and unreasonable trading conditions and shall not compel transactions.

第十七条   经营者应当听取消费者对其提供的商品或者服务的意见，接受消费者的监督。

Article 17 Business operators shall listen to the consumers' opinions on the goods or services they provide and accept their supervision.

第十八条   经营者应当保证其提供的商品或者服务符合保障人身、财产安全的要求。对可能危及人身、财产安全的商品和服务，应当向消费者作出真实的说明和明确的警示，并说明和标明正确使用商品或者接受服务的方法以及防止危害发生的方法。

Article 18 Business operators shall ensure that their goods or services provided comply with the requirements for protection of personal safety or property security. For goods and services that may endanger personal or property safety, consumers shall be given truthful explanations and clear warnings as well as the right way to use the goods or receive the services as well as the way to prevent the occurance of damage.

宾馆、商场、餐馆、银行、机场、车站、港口、影剧院等经营场所的经营者，应当对消费者尽到安全保障义务。

Business operators of business premises such as hotels, malls, restaurants, banks, airports, stations, ports, theatres, etc shall perform safety protection obligations towards consumers.

第十九条   经营者发现其提供的商品或者服务存在缺陷，有危及人身、财产安全危险的，应当立即向有关行政部门报告和告知消费者，并采取停止销售、警示、召回、无害化处理、销毁、停止生产或者服务等措施。采取召回措施的，经营者应当承担消费者因商品被召回支出的必要费用。

Article 19 Where a business operator realises that its goods or services are defective and may harm personal safety or property security, it shall forthwith report to the relevant administrative authorities and notify consumers, and adopt measures such as suspension of selling, warning, recall, decontamination, destruction, suspension of manufacturing or services. Where recall measures are adopted, the business operator shall bear the requisite expenses incurred by consumers as a result of recall of goods.

第二十条   经营者向消费者提供有关商品或者服务的质量、性能、用途、有效期限等信息，应当真实、全面，不得作虚假或者引人误解的宣传。

Article 20 A business operator shall provide consumers with authentic and comprehensive information on the quality, performance, purpose, term of validity and other matters concerning its goods or services, and shall not make any false or misleading publicity.

经营者对消费者就其提供的商品或者服务的质量和使用方法等问题提出的询问，应当作出真实、明确的答复。

A business operator shall provide true and clear answers to questions raised by consumers concerning the quality and use of commodities or services provided by it.

经营者提供商品或者服务应当明码标价。

Business operators engaging in provision of goods or services shall label prices clearly.

第二十一条   经营者应当标明其真实名称和标记。

Article 21 Business operators shall label their name and logo truthfully.

租赁他人柜台或者场地的经营者，应当标明其真实名称和标记。

Business operators leasing counters or premises of others shall label their name and logo truthfully.

第二十二条   经营者提供商品或者服务，应当按照国家有关规定或者商业惯例向消费者出具发票等购货凭证或者服务单据；消费者索要发票等购货凭证或者服务单据的，经营者必须出具。

Article 22 Business operators providing goods or services shall issue proof of purchase of goods or services such as invoices to consumers pursuant to the relevant provisions of the State or commercial practice; where a consumer requests for a proof of purchase of goods or services, the business operator shall issue.

第二十三条   经营者应当保证在正常使用商品或者接受服务的情况下其提供的商品或者服务应当具有的质量、性能、用途和有效期限；但消费者在购买该商品或者接受该服务前已经知道其存在瑕疵，且存在该瑕疵不违反法律强制性规定的除外。

Article 23 Business operators shall ensure the requisite quality, functions, usage and shelf life of their goods or services under normal use of goods or receipt of services rendered, except where a consumer is aware of the defect before purchase of the goods or receipt of the services, and the defect does not violate the mandatory provisions of the law.

经营者以广告、产品说明、实物样品或者其他方式表明商品或者服务的质量状况的，应当保证其提供的商品或者服务的实际质量与表明的质量状况相符。

A business operator indicating the quality condition of a commodity or a service by way of advertisement, product description, physical sample or other means must ensure that the actual quality of the commodity or service provided by it is consistent with the indicated quality condition.

经营者提供的机动车、计算机、电视机、电冰箱、空调器、洗衣机等耐用商品或者装饰装修等服务，消费者自接受商品或者服务之日起六个月内发现瑕疵，发生争议的，由经营者承担有关瑕疵的举证责任。

For business operators providing durable goods such as motor vehicle, computer, television, refrigerator, air-conditioner, washing machine, etc or renovation services, where a consumer discovers a defect within six months from the date of receipt of the goods or services and there is a dispute, the business operator shall bear the burden of proof pertaining to the said defect.

第二十四条   经营者提供的商品或者服务不符合质量要求的，消费者可以依照国家规定、当事人约定退货，或者要求经营者履行更换、修理等义务。没有国家规定和当事人约定的，消费者可以自收到商品之日起七日内退货；七日后符合法定解除合同条件的，消费者可以及时退货，不符合法定解除合同条件的，可以要求经营者履行更换、修理等义务。

Article 24 Where the goods or services provided by a business operator do not satisfy quality requirements, the consumer may require the business operator to perform replacement or repair obligations, etc in accordance with the agreement on return of goods between the parties concerned or pursuant to the provisions of the State. In the absence of the relevant provisions of the State and the agreement between the parties concerned, the consumer may return the goods within seven days from receipt of the goods; where the criteria for statutory rescission of contract are satisfied after seven days, the consumer may promptly return the goods, where the criteria for statutory rescission of contract are not satisfied, the consumer may require the business operator to perform replacement or repair obligation etc.

依照前款规定进行退货、更换、修理的，经营者应当承担运输等必要费用。

Where the goods are returned, replaced or repaired pursuant to the provisions of the preceding paragraph, the business operator shall bear the requisite transportation expenses, etc.

第二十五条   经营者采用网络、电视、电话、邮购等方式销售商品，消费者有权自收到商品之日起七日内退货，且无需说明理由，但下列商品除外：

Article 25 Where a business operator sells goods via the Internet, television, telephone, mail order etc, the consumers shall have the right to return goods within seven days from receipt of the goods without specifying a reason, except for the following goods:

（一）消费者定作的；

1. services customized by consumers;

（二）鲜活易腐的；

2. fresh and perishable goods;

（三）在线下载或者消费者拆封的音像制品、计算机软件等数字化商品；

(III) audio-visual products, computer software and other digital products downloaded online or unsealed by consumers; and

（四）交付的报纸、期刊。

(IV) delivered newspapers and periodicals.

除前款所列商品外，其他根据商品性质并经消费者在购买时确认不宜退货的商品，不适用无理由退货。

Except for the goods mentioned in the preceding paragraph, return of goods without a reason does not apply for any other goods for which non-return of goods is confirmed by the consumer at the time of purchase in accordance with the nature of the goods.

消费者退货的商品应当完好。经营者应当自收到退回商品之日起七日内返还消费者支付的商品价款。退回商品的运费由消费者承担；经营者和消费者另有约定的，按照约定。

Goods returned by consumers must be in good condition. The business operator shall refund the price of the goods paid by the consumer within seven days from receipt of the returned goods. The shipping expenses for return of goods shall be borne by the consumer; where there is an agreement between the business operator and the consumer, such agreement shall prevail.

第二十六条   经营者在经营活动中使用格式条款的，应当以显著方式提请消费者注意商品或者服务的数量和质量、价款或者费用、履行期限和方式、安全注意事项和风险警示、售后服务、民事责任等与消费者有重大利害关系的内容，并按照消费者的要求予以说明。

Article 26 For business operators using standard clauses in their business activities, contents such as quantity and quality of goods or services, price or fees, performance period and method, safety precautions and risk warning, after-sale services, civil liability, etc which are significant to the consumer shall be highlighted to consumers in a prominent manner, and explained as requested by consumers.

经营者不得以格式条款、通知、声明、店堂告示等方式，作出排除或者限制消费者权利、减轻或者免除经营者责任、加重消费者责任等对消费者不公平、不合理的规定，不得利用格式条款并借助技术手段强制交易。

Business operators shall not impose unfair and unreasonable provisions on consumers such as elimination or restriction of consumer rights, mitigation or disclaimer of business operator's liability, aggravation of consumer liability, etc by way of standard clauses, notice, statement, shop notice, etc, and shall not make use of standard clauses and compel transactions by way of technical means.

格式条款、通知、声明、店堂告示等含有前款所列内容的，其内容无效。

Where the contents of standard clauses, notice, statement, shop notice, etc contain contents mentioned in the preceding paragraph, such contents shall be invalid.

第二十七条   经营者不得对消费者进行侮辱、诽谤，不得搜查消费者的身体及其携带的物品，不得侵犯消费者的人身自由。

Article 27 A business operator may not insult or slander any consumer, or search his body or the articles he carries with himself, or infringe upon his personal freedom.

第二十八条   采用网络、电视、电话、邮购等方式提供商品或者服务的经营者，以及提供证券、保险、银行等金融服务的经营者，应当向消费者提供经营地址、联系方式、商品或者服务的数量和质量、价款或者费用、履行期限和方式、安全注意事项和风险警示、售后服务、民事责任等信息。

Article 28 Business operators providing goods or services online or by way of television, telephone or mail order, etc, and business operators providing financial services such as securities, insurance, banking services, etc shall provide information such as business address, contact details, quantity and quality of goods or services, price or fees, performance period and method, safety precautions and risk warning, after-sale services, civil liability, etc to consumers.

第二十九条   经营者收集、使用消费者个人信息，应当遵循合法、正当、必要的原则，明示收集、使用信息的目的、方式和范围，并经消费者同意。经营者收集、使用消费者个人信息，应当公开其收集、使用规则，不得违反法律、法规的规定和双方的约定收集、使用信息。

Article 29 Business operators collecting and using personal information of consumers shall adhere to the principles of legitimacy, bona fide and necessity, state expressly the purpose, method and scope of collection and use of information, and shall obtain the consent of consumers. Business operators collecting and using personal information of consumers shall announce the rules for collection and use, and shall not violate the provisions of laws and regulations and the agreement between both parties in collection and use of information.

经营者及其工作人员对收集的消费者个人信息必须严格保密，不得泄露、出售或者非法向他人提供。经营者应当采取技术措施和其他必要措施，确保信息安全，防止消费者个人信息泄露、丢失。在发生或者可能发生信息泄露、丢失的情况时，应当立即采取补救措施。

Business operators and their staff shall keep strict confidentiality of personal information of consumers collected by them, shall not divulge, sell or provide such information to others illegally. Business operators shall adopt technical measures and other requisite measures, ensure information security, and prevent disclosure and loss of consumers' personal information. In the event of occurrence or possible occurrence of information leak or loss, remedial measures shall be forthwith adopted.

经营者未经消费者同意或者请求，或者消费者明确表示拒绝的，不得向其发送商业性信息。

Business operators shall not send commercial information to consumers without their consent or request or when a consumer has explicitly rejected.

第四章 国家对消费者合法权益的保护

Chapter 4 Protection of the Legitimate Rights and Interests of Consumers by the State

第三十条   国家制定有关消费者权益的法律、法规、规章和强制性标准，应当听取消费者和消费者协会等组织的意见。

Article 30 The State shall seek the opinions of consumers and consumer associations, etc when formulating laws, regulations and rules and mandatory standards relating to consumer rights and interests.

第三十一条   各级人民政府应当加强领导，组织、协调、督促有关行政部门做好保护消费者合法权益的工作，落实保护消费者合法权益的职责。

Article 31 All levels of People's Governments shall strengthen leadership, organisation, coordination and supervision of protection of legitimate consumer rights and interests by the relevant administrative authorities, and implement duties for protection of legitimate consumer rights and interests.

各级人民政府应当加强监督，预防危害消费者人身、财产安全行为的发生，及时制止危害消费者人身、财产安全的行为。

All levels of People's Governments shall strengthen supervision, prevent occurrence of acts which harm the personal safety and property security of consumers, promptly stop acts which harm the personal safety and property security of consumers.

第三十二条   各级人民政府工商行政管理部门和其他有关行政部门应当依照法律、法规的规定，在各自的职责范围内，采取措施，保护消费者的合法权益。

Article 32 The administration for industry and commerce of all levels of People's Governments and other relevant administrative authorities shall adopt measures pursuant to the provisions of laws and regulations and within their respective scope of duties to protect the legitimate rights and interests of consumers.

有关行政部门应当听取消费者和消费者协会等组织对经营者交易行为、商品和服务质量问题的意见，及时调查处理。

The relevant administrative authorities shall seek the opinions of consumers and consumer associations, etc on transactions, quality of goods and services, etc of business operators, and promptly investigate and handle such matters.

第三十三条   有关行政部门在各自的职责范围内，应当定期或者不定期对经营者提供的商品和服务进行抽查检验，并及时向社会公布抽查检验结果。

Article 33 The relevant administrative authorities shall, on a regular or ad hoc basis, conduct random sampling inspection of goods and services provided by business operators within their respective scope of duties, and promptly announce the random sampling inspection findings to the public.

有关行政部门发现并认定经营者提供的商品或者服务存在缺陷，有危及人身、财产安全危险的，应当立即责令经营者采取停止销售、警示、召回、无害化处理、销毁、停止生产或者服务等措施。

Where the relevant administrative authorities have discovered and identified defects in the goods or services provided by a business operator which may harm personal safety or property security, the business operator shall be forthwith ordered to adopt measures such as suspension of selling, warning, recall, decontamination, destruction, suspension of manufacturing or services, etc.

第三十四条   有关国家机关应当依照法律、法规的规定，惩处经营者在提供商品和服务中侵害消费者合法权益的违法犯罪行为。

Article 34 The relevant State agencies shall, pursuant to the provisions of laws and regulations, punish illegal acts and crimes committed by business operators in the provision of goods and services which harm the legitimate consumer rights and interests.

第三十五条   人民法院应当采取措施，方便消费者提起诉讼。对符合《中华人民共和国民事诉讼法》起诉条件的消费者权益争议，必须受理，及时审理。

Article 35 People's Courts shall adopt measures to facilitate filing of lawsuit by consumers. Disputes over the rights and interests of consumers that meet the conditions for instituting an action under the Civil Procedure Law of the People's Republic of China must be accepted and heard in a timely manner.

第五章 消费者组织

Chapter 5 Consumer Organizations

第三十六条   消费者协会和其他消费者组织是依法成立的对商品和服务进行社会监督的保护消费者合法权益的社会组织。

Article 36 Consumer associations and other consumer organisations are social organisations established pursuant to the law to conduct public supervision over goods and services and to protect legitimate consumer rights and interests.

第三十七条   消费者协会履行下列公益性职责：

Article 37 Consumers' associations shall perform the following responsibilities for the public good:

（一）向消费者提供消费信息和咨询服务，提高消费者维护自身合法权益的能力，引导文明、健康、节约资源和保护环境的消费方式；

1. Providing consumers with consumption information and consulting services, improving consumers' ability to protect their legitimate rights and interests, and guiding consumers in a civilized and healthy way to conserve resources and protect the environment;

（二）参与制定有关消费者权益的法律、法规、规章和强制性标准；

(II) To participate in the formulation of laws, regulations, rules and mandatory standards relating to consumer rights and interests;

（三）参与有关行政部门对商品和服务的监督、检查；

(III) participating in the supervision and inspection of goods and services by the relevant administrative departments; and

（四）就有关消费者合法权益的问题，向有关部门反映、查询，提出建议；

(IV) To report to relevant authorities, inquire and offer suggestions on issues concerning the legitimate rights and interests of consumers; and

（五）受理消费者的投诉，并对投诉事项进行调查、调解；

(V) to accept the complaints of consumers and investigate and mediate the matters complained about;

（六）投诉事项涉及商品和服务质量问题的，可以委托具备资格的鉴定人鉴定，鉴定人应当告知鉴定意见；

(VI) Where the matter complained about involves the quality of goods and services, a qualified expert may be entrusted to conduct authentication and the expert shall notify the expert opinion; and

（七）就损害消费者合法权益的行为，支持受损害的消费者提起诉讼或者依照本法提起诉讼；

(VII) to support consumers whose rights are infringed upon to bring lawsuits against activities detrimental to their legitimate rights and interests or bring lawsuits according to this Law;

（八）对损害消费者合法权益的行为，通过大众传播媒介予以揭露、批评。

(VIII) To expose and criticize through the mass media any infringement on the legitimate rights and interests of consumers.

各级人民政府对消费者协会履行职责应当予以必要的经费等支持。

All levels of People's Governments shall render support such as the requisite budget for performance of duties by consumer associations.

消费者协会应当认真履行保护消费者合法权益的职责，听取消费者的意见和建议，接受社会监督。

Consumer associations shall perform duties for protection of legitimate consumer rights and interests properly, seek opinions and recommendations of consumers, accept public supervision.

依法成立的其他消费者组织依照法律、法规及其章程的规定，开展保护消费者合法权益的活动。

Other consumer organisations established pursuant to the law shall carry out protection of legitimate consumer rights and interests pursuant to the provisions of laws and regulations and their articles of association.

第三十八条   消费者组织不得从事商品经营和营利性服务，不得以收取费用或者其他牟取利益的方式向消费者推荐商品和服务。

Article 38 Consumer organisations shall not engage in business activities for goods and profit-making services, and shall not recommend goods and services to consumers by way of collecting fees or seeking other gains.

第六章 争议的解决

Chapter 6: Settlement of Disputes

第三十九条   消费者和经营者发生消费者权益争议的，可以通过下列途径解决：

Article 39 If the consumers have disputes on their rights and interests with the operators, they may settle them through the following ways:

（一）与经营者协商和解；

1. to consult and reconcile with the operators;

（二）请求消费者协会或者依法成立的其他调解组织调解；

(II) Requesting mediation by consumer associations or other mediation organizations established in accordance with the law;

（三）向有关行政部门投诉；

(III) complain to the relevant administrative departments; and

（四）根据与经营者达成的仲裁协议提请仲裁机构仲裁；

(IV) to apply to arbitral agencies for arbitration according to the arbitral agreements concluded with the operators;

（五）向人民法院提起诉讼。

(V) Instituting a lawsuit in a people's court.

第四十条   消费者在购买、使用商品时，其合法权益受到损害的，可以向销售者要求赔偿。销售者赔偿后，属于生产者的责任或者属于向销售者提供商品的其他销售者的责任的，销售者有权向生产者或者其他销售者追偿。

Article 40 A consumer whose legitimate rights and interests are harmed in the purchase or use of goods may seek compensation from the seller. Upon compensation by the seller, where the liability falls on the manufacturer or any other seller which provides the goods to the seller, the seller shall have the right to recover the compensation from the manufacturer or the other seller.

消费者或者其他受害人因商品缺陷造成人身、财产损害的，可以向销售者要求赔偿，也可以向生产者要求赔偿。属于生产者责任的，销售者赔偿后，有权向生产者追偿。属于销售者责任的，生产者赔偿后，有权向销售者追偿。

A consumer or any other aggrieved party whose person or property is harmed due to a commodity defect may seek compensation from the seller or the manufacturer. Where the liability falls under manufacturer's liability, the seller shall, upon making compensation, have the right to seek recourse from the manufacturer. Where the liability falls on the seller, upon compensation by the manufacturer, the manufacturer shall have the right to recover the compensation from the seller.

消费者在接受服务时，其合法权益受到损害的，可以向服务者要求赔偿。

A consumer whose legitimate rights and interests are harmed in receipt of services rendered may seek compensation from the service provider.

第四十一条   消费者在购买、使用商品或者接受服务时，其合法权益受到损害，因原企业分立、合并的，可以向变更后承受其权利义务的企业要求赔偿。

Article 41 A consumer whose legitimate rights and interests are harmed in purchase and use of goods or receipt of services rendered may seek compensation from the enterprise which succeeds the rights and obligations of the former enterprise following the division or merger of the former enterprise.

第四十二条   使用他人营业执照的违法经营者提供商品或者服务，损害消费者合法权益的，消费者可以向其要求赔偿，也可以向营业执照的持有人要求赔偿。

Article 42 Where an illegal business operator harms the legitimate consumer rights and interests in the provision of goods or services using another's business licence, the consumer may seek compensation from such a business operator or may seek compensation from the holder of the business licence.

第四十三条   消费者在展销会、租赁柜台购买商品或者接受服务，其合法权益受到损害的，可以向销售者或者服务者要求赔偿。展销会结束或者柜台租赁期满后，也可以向展销会的举办者、柜台的出租者要求赔偿。展销会的举办者、柜台的出租者赔偿后，有权向销售者或者服务者追偿。

Article 43 A consumer whose legitimate rights and interests are harmed in the purchase of goods or receipt of services rendered from a trade fair or a leased counter may seek compensation from the seller or the service provider. Upon conclusion of the trade fair or expiry of the lease period of the counter, the consumer may seek compensation from the organiser of the trade fair or the lessor of the counter. Upon making compensation, the organiser of the trade fair or the lessor of the counter shall have the right to recover the compensation from the seller or the service provider.

第四十四条   消费者通过网络交易平台购买商品或者接受服务，其合法权益受到损害的，可以向销售者或者服务者要求赔偿。网络交易平台提供者不能提供销售者或者服务者的真实名称、地址和有效联系方式的，消费者也可以向网络交易平台提供者要求赔偿；网络交易平台提供者作出更有利于消费者的承诺的，应当履行承诺。网络交易平台提供者赔偿后，有权向销售者或者服务者追偿。

Article 44 Consumers whose legitimate rights and interests are harmed in the purchase of goods or receipt of services rendered through an online trading platform may seek compensation from the seller or the service provider. Where the online trading platform provider is unable to provide the true name, address and valid contact method of the seller or the service provider, the consumer may seek compensation from the online trading platform provider; where the online trading platform provider makes an undertaking which is more favourable to the consumer, the undertaking shall be performed. Upon making compensation, the online trading platform provider shall have the right to recover the compensation from the seller or the service provider.

网络交易平台提供者明知或者应知销售者或者服务者利用其平台侵害消费者合法权益，未采取必要措施的，依法与该销售者或者服务者承担连带责任。

Where the online trading platform provider is or should be aware that the seller or the service provider is using its platform to harm the legitimate consumer rights and interests but failed to adopt the requisite measures, it shall be liable jointly and severally with the seller or the service provider pursuant to the law.

第四十五条   消费者因经营者利用虚假广告或者其他虚假宣传方式提供商品或者服务，其合法权益受到损害的，可以向经营者要求赔偿。广告经营者、发布者发布虚假广告的，消费者可以请求行政主管部门予以惩处。广告经营者、发布者不能提供经营者的真实名称、地址和有效联系方式的，应当承担赔偿责任。

Article 45 A consumer whose legitimate rights and interests are harmed as a result of false advertisements or other false advertising methods by a business operator in the provision of goods or services may seek compensation from the business operator. Where the advertising agent or the advertiser has placed false advertisements, the consumer may request that the administrative authorities in charge punish the advertising agent or the advertiser. Where the advertising agent or the advertiser is unable to provide the true name, address and valid contact method of the business operator, the advertising agent or the advertiser shall bear compensation liability.

广告经营者、发布者设计、制作、发布关系消费者生命健康商品或者服务的虚假广告，造成消费者损害的，应当与提供该商品或者服务的经营者承担连带责任。

Where the advertising agent or the advertiser has designed, produced or placed false advertisements for goods and services which relate to the life and health of consumers and cause consumers to suffer damages, the advertising agent or the advertiser shall be liable jointly and severally with the business operator which provides such goods or services.

社会团体或者其他组织、个人在关系消费者生命健康商品或者服务的虚假广告或者其他虚假宣传中向消费者推荐商品或者服务，造成消费者损害的，应当与提供该商品或者服务的经营者承担连带责任。

Where a social body or any other organisation or individual promotes goods or services to consumers in false advertisements or other false publicity which relate to the life and health of consumers and cause consumers to suffer damages, the social body or such organisation or individual shall be liable jointly and severally with the business operator which provides such goods or services.

第四十六条   消费者向有关行政部门投诉的，该部门应当自收到投诉之日起七个工作日内，予以处理并告知消费者。

Article 46 Where a consumer has lodged a complaint with the relevant administrative authorities, the administrative authorities shall handle the matter and notify the consumer within seven working days from the date of receipt of the complaint.

第四十七条   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。

Article 47 For acts which harm the legitimate rights and interests of many consumers, the China Consumers' Association and consumer associations established at various provinces, autonomous regions and centrally-administered municipalities may file a lawsuit with a People's Court.

第七章 法律责任

Chapter 7 Legal Liabilities

第四十八条   经营者提供商品或者服务有下列情形之一的，除本法另有规定外，应当依照其他有关法律、法规的规定，承担民事责任：

Article 48 A business operator that provides goods or services in any of the following circumstances shall bear civil liability in accordance with the provisions of other relevant laws and regulations, unless otherwise provided for herein:

（一）商品或者服务存在缺陷的；

1. its goods or services are defective;

（二）不具备商品应当具备的使用性能而出售时未作说明的；

(II) The commodities have no performance for use which they ought to have and no specification is made at the time of sale;

（三）不符合在商品或者其包装上注明采用的商品标准的；

(III) the goods provided do not conform to the standards indicated on the goods or their packaging;

（四）不符合商品说明、实物样品等方式表明的质量状况的；

(IV) the goods provided do not conform to the quality indicated by the goods description or by physical samples; or

（五）生产国家明令淘汰的商品或者销售失效、变质的商品的；

(V) producing goods which have been formally declared by the State to be obsolete, or selling goods no longer effective or deteriorated;

（六）销售的商品数量不足的；

(VI) Selling insufficient quantity of commodities;

（七）服务的内容和费用违反约定的；

(VII) service contents and fees are in violation of a prior agreement;

（八）对消费者提出的修理、重作、更换、退货、补足商品数量、退还货款和服务费用或者赔偿损失的要求，故意拖延或者无理拒绝的；

(VIII) deliberately delaying or unreasonably refusing consumers' demand for the repair, remanufacturing, replacement, return of goods, make-up for the shortage, refund of payment for goods or services, or compensation for losses;

（九）法律、法规规定的其他损害消费者权益的情形。

(IX) other circumstances infringing consumer rights and interests as specified by laws and regulations.

经营者对消费者未尽到安全保障义务，造成消费者损害的，应当承担侵权责任。

A business operator which failed to perform safety protection obligations towards consumers and caused harm to consumers shall bear tort liability.

第四十九条   经营者提供商品或者服务，造成消费者或者其他受害人人身伤害的，应当赔偿医疗费、护理费、交通费等为治疗和康复支出的合理费用，以及因误工减少的收入。造成残疾的，还应当赔偿残疾生活辅助具费和残疾赔偿金。造成死亡的，还应当赔偿丧葬费和死亡赔偿金。

Article 49 A business operator providing goods or services which cause consumers or other aggrieved parties to suffer personal injury shall make compensation for reasonable expenses incurred for treatment and rehabilitation such as medical fees, nursing fees, transportation fees, etc, and decreased income due to loss of working time. In the event of disability, compensation for disability assisted living facilities and disability compensation shall be made. In the event of death, the business operator shall also make compensation for funeral expenses and death compensation.

第五十条   经营者侵害消费者的人格尊严、侵犯消费者人身自由或者侵害消费者个人信息依法得到保护的权利的，应当停止侵害、恢复名誉、消除影响、赔礼道歉，并赔偿损失。

Article 50 A business operator which infringes upon consumers' dignity, personal freedom or lawfully protected personal information of consumers shall stop infringement, reinstate reputation, eliminate impact, apologise and compensate losses.

第五十一条   经营者有侮辱诽谤、搜查身体、侵犯人身自由等侵害消费者或者其他受害人人身权益的行为，造成严重精神损害的，受害人可以要求精神损害赔偿。

Article 51 Where a business operator harms the personal rights and interests of consumers or other aggrieved parties through defamation, body search or infringement of personal freedom, etc and causes the aggrieved persons to suffer severe mental anguish, the aggrieved persons may seek compensation for mental anguish.

第五十二条   经营者提供商品或者服务，造成消费者财产损害的，应当依照法律规定或者当事人约定承担修理、重作、更换、退货、补足商品数量、退还货款和服务费用或者赔偿损失等民事责任。

Article 52 A business operator providing goods or services which cause consumers to suffer property damages shall bear civil liability such as repair, redo, replacement, return of goods, making up the quantity of goods, refund of payment for goods and services or compensation of losses, etc pursuant to the provisions of the law or the agreement between the parties concerned.

第五十三条   经营者以预收款方式提供商品或者服务的，应当按照约定提供。未按照约定提供的，应当按照消费者的要求履行约定或者退回预付款；并应当承担预付款的利息、消费者必须支付的合理费用。

Article 53 Business operators providing goods or services by way of advance payment shall provide goods or services pursuant to the agreement. Where the goods or services are not provided pursuant to the agreement, the business operator shall perform the agreement as required by the consumer or refund the advance payment and bear the interest on advance payment and reasonable expenses payable by the consumer.

第五十四条   依法经有关行政部门认定为不合格的商品，消费者要求退货的，经营者应当负责退货。

Article 54 Where a consumer requests for return of goods which are certified non-compliant pursuant to the law by the relevant administrative authorities, the business operator shall be responsible for return of goods.

第五十五条   经营者提供商品或者服务有欺诈行为的，应当按照消费者的要求增加赔偿其受到的损失，增加赔偿的金额为消费者购买商品的价款或者接受服务的费用的三倍；增加赔偿的金额不足五百元的，为五百元。法律另有规定的，依照其规定。

Article 55 Business operators providing goods or services which commit fraud shall increase compensation for losses incurred in accordance with the request of the consumer, the increased compensation amount shall be three times the price of the goods purchased by the consumer or the fee of the service received by the consumer; where the increased compensation amount is less than RMB500, the increased compensation amount shall be RMB500. Where the laws provide otherwise, such provisions shall prevail.

经营者明知商品或者服务存在缺陷，仍然向消费者提供，造成消费者或者其他受害人死亡或者健康严重损害的，受害人有权要求经营者依照本法第四十九条、第五十一条等法律规定赔偿损失，并有权要求所受损失二倍以下的惩罚性赔偿。

Where a business operator provides defective goods or services knowingly to consumers and causes death or serious health damages of consumers or other aggrieved parties, the aggrieved parties shall have the right to require the business operator to compensate losses pursuant to the provisions of Article 49 and Article 51 of this Law, etc, and shall have the right to demand punitive damages of not more than two times the amount of losses.

第五十六条   经营者有下列情形之一，除承担相应的民事责任外，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，由工商行政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、处以违法所得一倍以上十倍以下的罚款，没有违法所得的，处以五十万元以下的罚款；情节严重的，责令停业整顿、吊销营业执照：

Article 56 Under any of the following circumstances, apart from assuming corresponding civil liabilities, business operators shall be punished in accordance with the provisions of laws and regulations if any other relevant law or regulation contains provisions on the organs responsible for meting out punishments and the ways for meting out punishments. In the absence of any provisions in laws and regulations, the administration for industry and commerce or other relevant administrative departments shall order them to make corrections, and may, in light of the seriousness of the circumstances, give them a warning, confiscate their illegal gains or impose on them a fine of not less than one time but not more than ten times the illegal gains, or impose on them a fine of not more than 500,000 yuan if there are no illegal gains. In a serious case, they shall be ordered to suspend business for rectification and their business licenses shall be revoked:

（一）提供的商品或者服务不符合保障人身、财产安全要求的；

1. the goods or services provided do not meet the requirements for personal and property safety;

（二）在商品中掺杂、掺假，以假充真，以次充好，或者以不合格商品冒充合格商品的；

2. mixing impurities or imitations into their goods, or passing fake goods off as genuine ones, or passing defective goods off as good ones, or passing substandard goods off as standard ones;

（三）生产国家明令淘汰的商品或者销售失效、变质的商品的；

(III) producing goods which have been formally declared by the State to be obsolete, or selling goods no longer effective or deteriorated;

（四）伪造商品的产地，伪造或者冒用他人的厂名、厂址，篡改生产日期，伪造或者冒用认证标志等质量标志的；

(IV) where the business operator counterfeits the place of origin of goods, forges or fraudulently uses the factory names or addresses of others, tampers with the date of production, or forges or fraudulently uses certification marks and other quality marks;

（五）销售的商品应当检验、检疫而未检验、检疫或者伪造检验、检疫结果的；

(V) selling goods subject to inspection or quarantine that have not been inspected or quarantined, or forging the results of inspection or quarantine;

（六）对商品或者服务作虚假或者引人误解的宣传的；

(VI) making false or misleading publicity for goods or services;

（七）拒绝或者拖延有关行政部门责令对缺陷商品或者服务采取停止销售、警示、召回、无害化处理、销毁、停止生产或者服务等措施的；

(VII) refusing or delaying measures taken against the defective goods or services as ordered by the relevant administrative authorities, such as ceasing sales, issuing a warning, recalling, conducting harmless treatment, destroying, or ceasing production or services;

（八）对消费者提出的修理、重作、更换、退货、补足商品数量、退还货款和服务费用或者赔偿损失的要求，故意拖延或者无理拒绝的；

(VIII) deliberately delaying or unreasonably refusing consumers' demand for the repair, remanufacturing, replacement, return of goods, make-up for the shortage, refund of payment for goods or services, or compensation for losses;

（九）侵害消费者人格尊严、侵犯消费者人身自由或者侵害消费者个人信息依法得到保护的权利的；

(IX) infringing upon the human dignity, personal freedom or lawfully protected personal information of consumers;

（十）法律、法规规定的对损害消费者权益应当予以处罚的其他情形。

(X) Other circumstances where punishment shall be given for infringement upon rights and interests of consumers as stipulated by laws and regulations.

经营者有前款规定情形的，除依照法律、法规规定予以处罚外，处罚机关应当记入信用档案，向社会公布。

A business operator which commits any of the following acts stipulated in the preceding paragraph shall, in addition to being punished pursuant to the provisions of laws and regulations, be blacklisted in the creditworthiness files by the agencies imposing punishment and announced to the public.

第五十七条   经营者违反本法规定提供商品或者服务，侵害消费者合法权益，构成犯罪的，依法追究刑事责任。

Article 57 Where a business operator harms the legitimate consumer rights when it provides goods or services in violation of this Law, if the case constitutes a criminal offence, criminal liability shall be pursued in accordance with the law.

第五十八条   经营者违反本法规定，应当承担民事赔偿责任和缴纳罚款、罚金，其财产不足以同时支付的，先承担民事赔偿责任。

Article 58 Business operators which violate the provisions of this Law shall bear civil compensation liability and pay fines and penalties, where their properties are inadequate for both, civil compensation liability shall rank in priority.

第五十九条   经营者对行政处罚决定不服的，可以依法申请行政复议或者提起行政诉讼。

Article 59 A business operator which disagrees with an administrative punishment decision may apply for administrative review or file an administrative lawsuit pursuant to the law.

第六十条   以暴力、威胁等方法阻碍有关行政部门工作人员依法执行职务的，依法追究刑事责任；拒绝、阻碍有关行政部门工作人员依法执行职务，未使用暴力、威胁方法的，由公安机关依照《中华人民共和国治安管理处罚法》的规定处罚。

Article 60 Whoever by means of violence or threat, obstructs the functionaries of the relevant administrative departments from performing their duties according to law shall be investigated for criminal responsibility according to law; whoever refuses or obstructs the functionaries of the relevant administrative departments from performing their duties according to law without resorting to violence or threat shall be punished by the public security organ in accordance with the Law of the People's Republic of China on Penalties for the Violation of Public Security Administration.

第六十一条   国家机关工作人员玩忽职守或者包庇经营者侵害消费者合法权益的行为的，由其所在单位或者上级机关给予行政处分；情节严重，构成犯罪的，依法追究刑事责任。

Article 61 State agency personnel guilty of dereliction of duties or harbouring infringement of legitimate consumer rights and interests by business operators shall be subject to administrative punishment by their employer or the higher-level authorities; in serious cases which constitute a criminal offence, criminal liability shall be pursued in accordance with the law.

第八章 附 则

Chapter 8 Supplementary Provisions

第六十二条   农民购买、使用直接用于农业生产的生产资料，参照本法执行。

Article 62 Farmers' purchase and use of manufacturing materials used directly in agricultural production shall make reference to this Law.

第六十三条   本法自1994年1月1日起施行。

Article 63 This Law shall go into effect as of January 1, 1994.