法律文本

中華人民共和國消費者權益保護法（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日第八屆全國人民代表大會常務委員會第四次會議通過 根據2009年8月27日第十一屆全國人民代表大會常務委員會第十次會議《關於修改部分法律的決定》第一次修正 根據2013年10月25日第十二屆全國人民代表大會常務委員會第五次會議《關於修改＜中華人民共和國消費者權益保護法＞的決定》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 錄

Contents

  第一章 總 則

Chapter 1 General Provisions

  第二章 消費者的權利

Chapter 2 Rights of Consumers

  第三章 經營者的義務

Chapter 3 Obligations of Business Operators

  第四章 國家對消費者合法權益的保護

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

  第五章 消費者組織

Chapter 5 Consumer Organizations

  第六章 爭議的解決

Chapter 6: Settlement of Disputes

  第七章 法律責任

Chapter 7 Legal Liabilities

  第八章 附 則

Chapter 8 Supplementary Provisions

第一章 總 則

Chapter 1 General Provisions

第一條   為保護消費者的合法權益，維護社會經濟秩序，促進社會主義市場經濟健康發展，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.

第二條   消費者為生活消費需要購買、使用商品或者接受服務，其權益受本法保護；本法未作規定的，受其他有關法律、法規保護。

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.

第三條   經營者為消費者提供其生產、銷售的商品或者提供服務，應當遵守本法；本法未作規定的，應當遵守其他有關法律、法規。

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.

第四條   經營者與消費者進行交易，應當遵循自願、平等、公平、誠實信用的原則。

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

第五條   國家保護消費者的合法權益不受侵害。

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

國家采取措施，保障消費者依法行使權利，維護消費者的合法權益。

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.

國家倡導文明、健康、節約資源和保護環境的消費方式，反對浪費。

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

第六條   保護消費者的合法權益是全社會的共同責任。

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

國家鼓勵、支持一切組織和個人對損害消費者合法權益的行為進行社會監督。

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

大眾傳播媒介應當做好維護消費者合法權益的宣傳，對損害消費者合法權益的行為進行輿論監督。

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 消費者的權利

Chapter 2 Rights of Consumers

第七條   消費者在購買、使用商品和接受服務時享有人身、財產安全不受損害的權利。

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.

消費者有權要求經營者提供的商品和服務，符合保障人身、財產安全的要求。

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.

第八條   消費者享有知悉其購買、使用的商品或者接受的服務的真實情況的權利。

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.

消費者有權根據商品或者服務的不同情況，要求經營者提供商品的價格、產地、生產者、用途、性能、規格、等級、主要成份、生產日期、有效期限、檢驗合格證明、使用方法說明書、售後服務，或者服務的內容、規格、費用等有關情況。

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.

第九條   消費者享有自主選擇商品或者服務的權利。

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

消費者有權自主選擇提供商品或者服務的經營者，自主選擇商品品種或者服務方式，自主決定購買或者不購買任何一種商品、接受或者不接受任何一項服務。

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.

消費者在自主選擇商品或者服務時，有權進行比較、鑒別和挑選。

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

第十條   消費者享有公平交易的權利。

Article 10 Consumers shall be entitled to fair trading.

消費者在購買商品或者接受服務時，有權獲得質量保障、價格合理、計量正確等公平交易條件，有權拒絕經營者的強制交易行為。

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.

第十一條   消費者因購買、使用商品或者接受服務受到人身、財產損害的，享有依法獲得賠償的權利。

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.

第十二條   消費者享有依法成立維護自身合法權益的社會組織的權利。

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

第十三條   消費者享有獲得有關消費和消費者權益保護方面的知識的權利。

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

消費者應當努力掌握所需商品或者服務的知識和使用技能，正確使用商品，提高自我保護意識。

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

第十四條   消費者在購買、使用商品和接受服務時，享有人格尊嚴、民族風俗習慣得到尊重的權利，享有個人信息依法得到保護的權利。

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.

第十五條   消費者享有對商品和服務以及保護消費者權益工作進行監督的權利。

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

消費者有權檢舉、控告侵害消費者權益的行為和國家機關及其工作人員在保護消費者權益工作中的違法失職行為，有權對保護消費者權益工作提出批評、建議。

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 經營者的義務

Chapter 3 Obligations of Business Operators

第十六條   經營者向消費者提供商品或者服務，應當依照本法和其他有關法律、法規的規定履行義務。

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.

經營者和消費者有約定的，應當按照約定履行義務，但雙方的約定不得違背法律、法規的規定。

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.

經營者向消費者提供商品或者服務，應當恪守社會公德，誠信經營，保障消費者的合法權益；不得設定不公平、不合理的交易條件，不得強制交易。

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.

第十七條   經營者應當聽取消費者對其提供的商品或者服務的意見，接受消費者的監督。

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

第十八條   經營者應當保證其提供的商品或者服務符合保障人身、財產安全的要求。對可能危及人身、財產安全的商品和服務，應當向消費者作出真實的說明和明確的警示，並說明和標明正確使用商品或者接受服務的方法以及防止危害發生的方法。

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.

賓館、商場、餐館、銀行、機場、車站、港口、影劇院等經營場所的經營者，應當對消費者盡到安全保障義務。

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

第十九條   經營者發現其提供的商品或者服務存在缺陷，有危及人身、財產安全危險的，應當立即向有關行政部門報告和告知消費者，並采取停止銷售、警示、召回、無害化處理、銷毀、停止生產或者服務等措施。采取召回措施的，經營者應當承擔消費者因商品被召回支出的必要費用。

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.

第二十條   經營者向消費者提供有關商品或者服務的質量、性能、用途、有效期限等信息，應當真實、全面，不得作虛假或者引人誤解的宣傳。

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.

經營者對消費者就其提供的商品或者服務的質量和使用方法等問題提出的詢問，應當作出真實、明確的答複。

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.

經營者提供商品或者服務應當明碼標價。

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

第二十一條   經營者應當標明其真實名稱和標記。

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

租賃他人櫃臺或者場地的經營者，應當標明其真實名稱和標記。

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

第二十二條   經營者提供商品或者服務，應當按照國家有關規定或者商業慣例向消費者出具發票等購貨憑證或者服務單據；消費者索要發票等購貨憑證或者服務單據的，經營者必須出具。

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.

第二十三條   經營者應當保證在正常使用商品或者接受服務的情況下其提供的商品或者服務應當具有的質量、性能、用途和有效期限；但消費者在購買該商品或者接受該服務前已經知道其存在瑕疵，且存在該瑕疵不違反法律強制性規定的除外。

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.

經營者以廣告、產品說明、實物樣品或者其他方式表明商品或者服務的質量狀況的，應當保證其提供的商品或者服務的實際質量與表明的質量狀況相符。

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.

經營者提供的機動車、計算機、電視機、電冰箱、空調器、洗衣機等耐用商品或者裝飾裝修等服務，消費者自接受商品或者服務之日起六個月內發現瑕疵，發生爭議的，由經營者承擔有關瑕疵的舉證責任。

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.

第二十四條   經營者提供的商品或者服務不符合質量要求的，消費者可以依照國家規定、當事人約定退貨，或者要求經營者履行更換、修理等義務。沒有國家規定和當事人約定的，消費者可以自收到商品之日起七日內退貨；七日後符合法定解除合同條件的，消費者可以及時退貨，不符合法定解除合同條件的，可以要求經營者履行更換、修理等義務。

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.

依照前款規定進行退貨、更換、修理的，經營者應當承擔運輸等必要費用。

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.

第二十五條   經營者采用網絡、電視、電話、郵購等方式銷售商品，消費者有權自收到商品之日起七日內退貨，且無需說明理由，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）消費者定作的；

1. services customized by consumers;

（二）鮮活易腐的；

2. fresh and perishable goods;

（三）在線下載或者消費者拆封的音像制品、計算機軟件等數字化商品；

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

（四）交付的報紙、期刊。

(IV) delivered newspapers and periodicals.

除前款所列商品外，其他根據商品性質並經消費者在購買時確認不宜退貨的商品，不適用無理由退貨。

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.

消費者退貨的商品應當完好。經營者應當自收到退回商品之日起七日內返還消費者支付的商品價款。退回商品的運費由消費者承擔；經營者和消費者另有約定的，按照約定。

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.

第二十六條   經營者在經營活動中使用格式條款的，應當以顯著方式提請消費者注意商品或者服務的數量和質量、價款或者費用、履行期限和方式、安全注意事項和風險警示、售後服務、民事責任等與消費者有重大利害關系的內容，並按照消費者的要求予以說明。

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.

經營者不得以格式條款、通知、聲明、店堂告示等方式，作出排除或者限制消費者權利、減輕或者免除經營者責任、加重消費者責任等對消費者不公平、不合理的規定，不得利用格式條款並借助技術手段強制交易。

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.

格式條款、通知、聲明、店堂告示等含有前款所列內容的，其內容無效。

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

第二十七條   經營者不得對消費者進行侮辱、誹謗，不得搜查消費者的身體及其攜帶的物品，不得侵犯消費者的人身自由。

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.

第二十八條   采用網絡、電視、電話、郵購等方式提供商品或者服務的經營者，以及提供證券、保險、銀行等金融服務的經營者，應當向消費者提供經營地址、聯系方式、商品或者服務的數量和質量、價款或者費用、履行期限和方式、安全注意事項和風險警示、售後服務、民事責任等信息。

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.

第二十九條   經營者收集、使用消費者個人信息，應當遵循合法、正當、必要的原則，明示收集、使用信息的目的、方式和範圍，並經消費者同意。經營者收集、使用消費者個人信息，應當公開其收集、使用規則，不得違反法律、法規的規定和雙方的約定收集、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.

經營者及其工作人員對收集的消費者個人信息必須嚴格保密，不得泄露、出售或者非法向他人提供。經營者應當采取技術措施和其他必要措施，確保信息安全，防止消費者個人信息泄露、丟失。在發生或者可能發生信息泄露、丟失的情況時，應當立即采取補救措施。

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.

經營者未經消費者同意或者請求，或者消費者明確表示拒絕的，不得向其發送商業性信息。

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

第四章 國家對消費者合法權益的保護

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

第三十條   國家制定有關消費者權益的法律、法規、規章和強制性標準，應當聽取消費者和消費者協會等組織的意見。

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.

第三十一條   各級人民政府應當加強領導，組織、協調、督促有關行政部門做好保護消費者合法權益的工作，落實保護消費者合法權益的職責。

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.

各級人民政府應當加強監督，預防危害消費者人身、財產安全行為的發生，及時制止危害消費者人身、財產安全的行為。

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.

第三十二條   各級人民政府工商行政管理部門和其他有關行政部門應當依照法律、法規的規定，在各自的職責範圍內，采取措施，保護消費者的合法權益。

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.

有關行政部門應當聽取消費者和消費者協會等組織對經營者交易行為、商品和服務質量問題的意見，及時調查處理。

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.

第三十三條   有關行政部門在各自的職責範圍內，應當定期或者不定期對經營者提供的商品和服務進行抽查檢驗，並及時向社會公布抽查檢驗結果。

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.

有關行政部門發現並認定經營者提供的商品或者服務存在缺陷，有危及人身、財產安全危險的，應當立即責令經營者采取停止銷售、警示、召回、無害化處理、銷毀、停止生產或者服務等措施。

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.

第三十四條   有關國家機關應當依照法律、法規的規定，懲處經營者在提供商品和服務中侵害消費者合法權益的違法犯罪行為。

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.

第三十五條   人民法院應當采取措施，方便消費者提起訴訟。對符合《中華人民共和國民事訴訟法》起訴條件的消費者權益爭議，必須受理，及時審理。

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 消費者組織

Chapter 5 Consumer Organizations

第三十六條   消費者協會和其他消費者組織是依法成立的對商品和服務進行社會監督的保護消費者合法權益的社會組織。

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.

第三十七條   消費者協會履行下列公益性職責：

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

（一）向消費者提供消費信息和諮詢服務，提高消費者維護自身合法權益的能力，引導文明、健康、節約資源和保護環境的消費方式；

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）參與制定有關消費者權益的法律、法規、規章和強制性標準；

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

（三）參與有關行政部門對商品和服務的監督、檢查；

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

（四）就有關消費者合法權益的問題，向有關部門反映、查詢，提出建議；

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

（五）受理消費者的投訴，並對投訴事項進行調查、調解；

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

（六）投訴事項涉及商品和服務質量問題的，可以委托具備資格的鑒定人鑒定，鑒定人應當告知鑒定意見；

(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）就損害消費者合法權益的行為，支持受損害的消費者提起訴訟或者依照本法提起訴訟；

(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）對損害消費者合法權益的行為，通過大眾傳播媒介予以揭露、批評。

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

各級人民政府對消費者協會履行職責應當予以必要的經費等支持。

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

消費者協會應當認真履行保護消費者合法權益的職責，聽取消費者的意見和建議，接受社會監督。

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

依法成立的其他消費者組織依照法律、法規及其章程的規定，開展保護消費者合法權益的活動。

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.

第三十八條   消費者組織不得從事商品經營和營利性服務，不得以收取費用或者其他牟取利益的方式向消費者推薦商品和服務。

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 爭議的解決

Chapter 6: Settlement of Disputes

第三十九條   消費者和經營者發生消費者權益爭議的，可以通過下列途徑解決：

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

（一）與經營者協商和解；

1. to consult and reconcile with the operators;

（二）請求消費者協會或者依法成立的其他調解組織調解；

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

（三）向有關行政部門投訴；

(III) complain to the relevant administrative departments; and

（四）根據與經營者達成的仲裁協議提請仲裁機構仲裁；

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

（五）向人民法院提起訴訟。

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

第四十條   消費者在購買、使用商品時，其合法權益受到損害的，可以向銷售者要求賠償。銷售者賠償後，屬於生產者的責任或者屬於向銷售者提供商品的其他銷售者的責任的，銷售者有權向生產者或者其他銷售者追償。

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.

消費者或者其他受害人因商品缺陷造成人身、財產損害的，可以向銷售者要求賠償，也可以向生產者要求賠償。屬於生產者責任的，銷售者賠償後，有權向生產者追償。屬於銷售者責任的，生產者賠償後，有權向銷售者追償。

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.

消費者在接受服務時，其合法權益受到損害的，可以向服務者要求賠償。

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

第四十一條   消費者在購買、使用商品或者接受服務時，其合法權益受到損害，因原企業分立、合並的，可以向變更後承受其權利義務的企業要求賠償。

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.

第四十二條   使用他人營業執照的違法經營者提供商品或者服務，損害消費者合法權益的，消費者可以向其要求賠償，也可以向營業執照的持有人要求賠償。

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.

第四十三條   消費者在展銷會、租賃櫃臺購買商品或者接受服務，其合法權益受到損害的，可以向銷售者或者服務者要求賠償。展銷會結束或者櫃臺租賃期滿後，也可以向展銷會的舉辦者、櫃臺的出租者要求賠償。展銷會的舉辦者、櫃臺的出租者賠償後，有權向銷售者或者服務者追償。

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.

第四十四條   消費者通過網絡交易平臺購買商品或者接受服務，其合法權益受到損害的，可以向銷售者或者服務者要求賠償。網絡交易平臺提供者不能提供銷售者或者服務者的真實名稱、地址和有效聯系方式的，消費者也可以向網絡交易平臺提供者要求賠償；網絡交易平臺提供者作出更有利於消費者的承諾的，應當履行承諾。網絡交易平臺提供者賠償後，有權向銷售者或者服務者追償。

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.

網絡交易平臺提供者明知或者應知銷售者或者服務者利用其平臺侵害消費者合法權益，未采取必要措施的，依法與該銷售者或者服務者承擔連帶責任。

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.

第四十五條   消費者因經營者利用虛假廣告或者其他虛假宣傳方式提供商品或者服務，其合法權益受到損害的，可以向經營者要求賠償。廣告經營者、發布者發布虛假廣告的，消費者可以請求行政主管部門予以懲處。廣告經營者、發布者不能提供經營者的真實名稱、地址和有效聯系方式的，應當承擔賠償責任。

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.

廣告經營者、發布者設計、制作、發布關系消費者生命健康商品或者服務的虛假廣告，造成消費者損害的，應當與提供該商品或者服務的經營者承擔連帶責任。

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.

社會團體或者其他組織、個人在關系消費者生命健康商品或者服務的虛假廣告或者其他虛假宣傳中向消費者推薦商品或者服務，造成消費者損害的，應當與提供該商品或者服務的經營者承擔連帶責任。

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.

第四十六條   消費者向有關行政部門投訴的，該部門應當自收到投訴之日起七個工作日內，予以處理並告知消費者。

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.

第四十七條   對侵害眾多消費者合法權益的行為，中國消費者協會以及在省、自治區、直轄市設立的消費者協會，可以向人民法院提起訴訟。

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 法律責任

Chapter 7 Legal Liabilities

第四十八條   經營者提供商品或者服務有下列情形之一的，除本法另有規定外，應當依照其他有關法律、法規的規定，承擔民事責任：

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）商品或者服務存在缺陷的；

1. its goods or services are defective;

（二）不具備商品應當具備的使用性能而出售時未作說明的；

(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裝上注明采用的商品標準的；

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

（四）不符合商品說明、實物樣品等方式表明的質量狀況的；

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

（五）生產國家明令淘汰的商品或者銷售失效、變質的商品的；

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

（六）銷售的商品數量不足的；

(VI) Selling insufficient quantity of commodities;

（七）服務的內容和費用違反約定的；

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

（八）對消費者提出的修理、重作、更換、退貨、補足商品數量、退還貨款和服務費用或者賠償損失的要求，故意拖延或者無理拒絕的；

(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、法規規定的其他損害消費者權益的情形。

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

經營者對消費者未盡到安全保障義務，造成消費者損害的，應當承擔侵權責任。

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

第四十九條   經營者提供商品或者服務，造成消費者或者其他受害人人身傷害的，應當賠償醫療費、護理費、交通費等為治療和康複支出的合理費用，以及因誤工減少的收入。造成殘疾的，還應當賠償殘疾生活輔助具費和殘疾賠償金。造成死亡的，還應當賠償喪葬費和死亡賠償金。

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.

第五十條   經營者侵害消費者的人格尊嚴、侵犯消費者人身自由或者侵害消費者個人信息依法得到保護的權利的，應當停止侵害、恢複名譽、消除影響、賠禮道歉，並賠償損失。

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.

第五十一條   經營者有侮辱誹謗、搜查身體、侵犯人身自由等侵害消費者或者其他受害人人身權益的行為，造成嚴重精神損害的，受害人可以要求精神損害賠償。

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.

第五十二條   經營者提供商品或者服務，造成消費者財產損害的，應當依照法律規定或者當事人約定承擔修理、重作、更換、退貨、補足商品數量、退還貨款和服務費用或者賠償損失等民事責任。

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.

第五十三條   經營者以預收款方式提供商品或者服務的，應當按照約定提供。未按照約定提供的，應當按照消費者的要求履行約定或者退回預付款；並應當承擔預付款的利息、消費者必須支付的合理費用。

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.

第五十四條   依法經有關行政部門認定為不合格的商品，消費者要求退貨的，經營者應當負責退貨。

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.

第五十五條   經營者提供商品或者服務有欺詐行為的，應當按照消費者的要求增加賠償其受到的損失，增加賠償的金額為消費者購買商品的價款或者接受服務的費用的三倍；增加賠償的金額不足五百元的，為五百元。法律另有規定的，依照其規定。

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.

經營者明知商品或者服務存在缺陷，仍然向消費者提供，造成消費者或者其他受害人死亡或者健康嚴重損害的，受害人有權要求經營者依照本法第四十九條、第五十一條等法律規定賠償損失，並有權要求所受損失二倍以下的懲罰性賠償。

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.

第五十六條   經營者有下列情形之一，除承擔相應的民事責任外，其他有關法律、法規對處罰機關和處罰方式有規定的，依照法律、法規的規定執行；法律、法規未作規定的，由工商行政管理部門或者其他有關行政部門責令改正，可以根據情節單處或者並處警告、沒收違法所得、處以違法所得一倍以上十倍以下的罰款，沒有違法所得的，處以五十萬元以下的罰款；情節嚴重的，責令停業整頓、吊銷營業執照：

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）提供的商品或者服務不符合保障人身、財產安全要求的；

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

（二）在商品中摻雜、摻假，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）生產國家明令淘汰的商品或者銷售失效、變質的商品的；

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

（四）偽造商品的產地，偽造或者冒用他人的廠名、廠址，篡改生產日期，偽造或者冒用認證標志等質量標志的；

(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）銷售的商品應當檢驗、檢疫而未檢驗、檢疫或者偽造檢驗、檢疫結果的；

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

（六）對商品或者服務作虛假或者引人誤解的宣傳的；

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

（七）拒絕或者拖延有關行政部門責令對缺陷商品或者服務采取停止銷售、警示、召回、無害化處理、銷毀、停止生產或者服務等措施的；

(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）對消費者提出的修理、重作、更換、退貨、補足商品數量、退還貨款和服務費用或者賠償損失的要求，故意拖延或者無理拒絕的；

(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）侵害消費者人格尊嚴、侵犯消費者人身自由或者侵害消費者個人信息依法得到保護的權利的；

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

（十）法律、法規規定的對損害消費者權益應當予以處罰的其他情形。

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

經營者有前款規定情形的，除依照法律、法規規定予以處罰外，處罰機關應當記入信用檔案，向社會公布。

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.

第五十七條   經營者違反本法規定提供商品或者服務，侵害消費者合法權益，構成犯罪的，依法追究刑事責任。

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.

第五十八條   經營者違反本法規定，應當承擔民事賠償責任和繳納罰款、罰金，其財產不足以同時支付的，先承擔民事賠償責任。

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.

第五十九條   經營者對行政處罰決定不服的，可以依法申請行政複議或者提起行政訴訟。

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.

第六十條   以暴力、威脅等方法阻礙有關行政部門工作人員依法執行職務的，依法追究刑事責任；拒絕、阻礙有關行政部門工作人員依法執行職務，未使用暴力、威脅方法的，由公安機關依照《中華人民共和國治安管理處罰法》的規定處罰。

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.

第六十一條   國家機關工作人員玩忽職守或者包庇經營者侵害消費者合法權益的行為的，由其所在單位或者上級機關給予行政處分；情節嚴重，構成犯罪的，依法追究刑事責任。

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 則

Chapter 8 Supplementary Provisions

第六十二條   農民購買、使用直接用於農業生產的生產資料，參照本法執行。

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

第六十三條   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.