Kathmandu, Feb. 19
The government has
implemented a fresh directive to regulate the online trade (e-commerce) with
enhanced provisions for consumer rights protection.
The Electronic Trade (E-commerce) Directives, 2082 issued by the Ministry
of Industry, Commerce and Supplies (MoICS) on Tuesday has provisions for return
and exchange of goods purchased online, protection of consumer rights and data
privacy and confidentiality.
The Ministry has issued the new policy as
mandated by the Electronic Trade (E-commerce) Act, 2081.
It said that the Directives were
implemented to make trade conducted through electronic means transparent,
secure, reliable, and consumer-friendly.
According to the Directives, consumers have
the right to return or exchange goods if they are found to be defective,
damaged, or do not match the description provided on the platform. The
entrepreneur must facilitate the return or exchange process within the
timeframe specified in their policy, which must comply with consumer protection
laws.
Likewise, entrepreneurs are
prohibited from engaging in unfair trade practices, including misleading
advertisements or the sale of prohibited or counterfeit goods.
The Directives also has a provision that
the entrepreneurs must establish a dedicated grievance handling mechanism to
address consumer complaints effectively. Such complaints should be addressed
within the timeframe specified by the Department of Commerce, Supplies and
Consumer Protection.
Similarly, personal and financial
information of consumers collected during transactions must be kept
confidential and protected from unauthorised access. The Directives have
restricted the concerned companies from using consumer data except for the
purpose of completing the transaction or as permitted by the consumer. Selling
or sharing consumer data with third parties without explicit consent is
strictly prohibited.
This rule equally applies when accepting
electronic payments, and the company must ensure the security and
confidentiality of the consumer's financial data in accordance with prevailing
banking and cyber security laws.
According to the
Directives, the online traders must disclose the name and nature of goods,
services or information, total price including applicable taxes, quantity, date
of manufacturing and expiry, and name and address of manufacturer – or name of
distributor in case of imported goods. Shipping or delivery charges and
estimated timeframe for delivery and terms and conditions regarding the return,
exchange or refund of the goods and services should be clearly specified.
The price of goods or services listed on
the e-commerce platform must be clearly mentioned in Nepali rupees. If there
are any discounts, offers, or loyalty schemes, they must be explicitly stated
alongside the original price.
Similarly, the new policy has mandated that
the entrepreneur or the delivery service provider shall be responsible for the
safety of the goods until they are handed over to the consumer.
The Electronic Trade (E-commerce) Act, 2081
has also provisioned that if any purchased goods or services do not meet the
buyer’s requirements, the buyer is entitled to return them to the concerned
trader.
The trader is obliged to accept the
returned goods or services without any conditions. Upon returning the goods or
services, the buyer may, if they wish, obtain another item or service of
equivalent value in exchange.
Under the Act, traders, sellers,
intermediaries, and transporters would be punished, with imprisonment of 2-3
years or a fine between Rs. 300,00 to 500,000, if they violated the provisions
of the Act.
The Act also prohibits traders from
publishing advertisements for goods or services that mislead buyers or
consumers regarding their actual features, method of use or other relevant
details.
Published in The Rising Nepal daily on 20 February 2026.
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