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1、侵害消费者权益行为处罚办法（2015年1月5日国家工商行 政管理总局令第73号公布 根据国家市场监督管理总局令 第31号修订）第一条为依法制止侵害 消费者权益行为，保护消费者 的合法权益，维护社会经济秩 序，根据消费者权益保护 法等法律法规，制定本办 法。第二条市场监督管理部 门依照消费者权益保护法 等法律法规和本办法的规定， 保护消费者为生活消费需要购侵害消费者权益行为处罚办法(2020修订)MeasuresforPenaltiesagainstInfringementuponConsumers*RightsandInterests(2020Revision)制定机关：国家市场监督管理总局发
2、文字号：国家市场监督管理总局令第31号公布日期：2020.10.23施行日期：2020.10.23效力住阶：部门规章法规类别：消费者权益保护IssuingAuthority：StateAdministrationforMarketRegulationDocumentNumber：OrderNo.31oftheStateAdministrationforMarketRegulationDateIssued：10-23-2020EffectiveDate：10-23-20201.evelofAuthority：DepartmentalRulesAreaofLaW：ProtectionofConsu
3、merRightsandInterestsMeasuresforPenaltiesagainstInfringementuponConsumers*RightsandInterests(IssuedbytheOrderNo.73oftheStateAdministrationforIndustryandCommerce,andrevisedbytheOrderNo.31oftheStateAdministrationforMarketRegulation)Article1Forpurposesofpreventinginfringementuponconsumersrightsandinter
4、ests,protectingconsumers*lawfulrightsandinterests,andmaintainingsocialandeconomicorder,theseMeasuresareherebydevelopedinaccordancewiththeLawontheProtectionofConsumers*RightsandInterests.Article2Administrativedepartmentsformarketregulationshall,inaccordancewiththeprovisionsoftheLawontheProtectionofCo
5、nsumersRightsandInterests,andotherlawsandregulations,andtheseMeasures,protectconsumers*rightsandinterestsofpurchasingorusinggoodsoracceptingservicesforlivingconsumptionneeds,andimposeadministrativepenaltiesagainstbusinessoperatorsinfringementuponconsumersrightsandinterests.Article3Administrativedepa
6、rtmentsformarketregulationshallimposeadministrativepenaltiesagainstthosewhoinfringeuponconsumersrightsandinterestsaccordingtothelaw,andshall,undertheprinciplesofjustice,openness,andtimeliness,adheretocombinationofpunishmentwitheducation,offeradministrativeguidancebycomprehensivelyutilizingsuggestion
7、s,interviews,demonstrations,andotherways,andurgeandofferguidancetobusinessoperatorssothattheyfulfilltheirlegalobligations.Article4Inprovisionofgoodsorservicestoconsumers,businessoperatorsshalladheretotheprinciplesoffreewill,equality,fairness,andgoodfaith,andfulf川theirobligationsinaccordancewiththepr
8、ovisionsoftheLawontheProtectionofConsumersRightsandInterests,andotherlawsandregulations,andtheagreementsreachedwithconsumers,andshallnotinfringeuponlawfulrightsandinterestsofconsumers.Article5Inprovidinggoodsorservices,abusinessoperatorshallnotcommitanyofthefollowingacts:(1) Itsellsorprovidesgoodsor
9、servicesthatdonotmeettherequirementsonprotectionofpersonalandpropertysafety.买、使用商品或者接受服务的 权益，对经营者侵害消费者权 益的行为实施行政处罚。第三条市场监督管理部 门依法对侵害消费者权益行为 实施行政处罚，应当依照公 正、公开、及时的原则，坚持 处罚与教育相结合，综合运用 建议、约谈、示范等方式实施 行政指导，督促和指导经营者 履行法定义务。第四条经营者为消费者 提供商品或者服务，应当遵循 自愿、平等、公平、诚实信用 的原则，依照消费者权益保 护法等法律法规的规定和与 消费者的约定履行义务，不得 侵害消费者
10、合法权益。第五条经营者提供商品 或者服务不得有下列行为：（一）销售的商品或者提供的 服务不符合保障人身、财产安 全要求；（二）销售失效、变质的商 a口口 ；goods whose(2) Itsellsdeterioratedgoodsorshelflifehasexpired.(3) Itsellsgoodswithforgedorigins,goodsusingforgedorusingunderfalsepretencesfactorynamesandaddressesofothers,andtampereddateofproduction.(4) Itsellsgoodsusingfor
11、gedorusingunderfalsepretencescertificationmarksandotherqualitymarks.(5) Itsellsorprovidesgoodsorservicesthatinfringeuponothersexclusiverighttouseregisteredtrademarks.(6) Itsellsgoodsusingforgedorusingunderfalsepretencesspecificname,packagingordecorationoffamousgoods.(7) Itadulteratesgoods,passesfake
12、goodsoffasgenuineones,passesinferiorgoodsoffassuperiorones,orpassesunqualifiedgoodsoffasqualifiedones.(8) Itsellsgoodswhichthestateexpresslyorderstoeliminateandstopselling.(9) Itprovidesgoodsorservicesinwhichunqualifiedmeasuringinstrumentsaredeliberatelyusedorforwhichtheaccuracyofmeasuringinstrument
13、isdamaged.(10) Itobtainspricesorchargesbycheatingconsumerswithoutprovidinggoodsorservicesorfailingtoprovidegoodsorservicesasagreed.（三）销售伪造产地、伪造或 者冒用他人的厂名、厂址、篡 改生产日期的商品；（四）销售伪造或者冒用认证 标志等质量标志的商品；（五）销售的商品或者提供的 服务侵犯他人注册商标专用 权；（六）销售伪造或者冒用知名 商品特有的名称、包装、装潢 的商品；（七）在销售的商品中掺杂、 掺假，以假充真，以次充好, 以不合格商品冒充合格商品；（A）销售
14、国家明令淘汰并停 止销售的商品；（九）提供商品或者服务中故 意使用不合格的计量器具或者 破坏计量器具准确度；（十）骗取消费者价款或者费 用而不提供或者不按照约定提 供商品或者服务。第六条经营者向消费者Article6Abusinessoperatorshallprovidetrue,complete,andaccurateinformationonrelevantgoodsorservicestoconsumers,andshallnotcommitanyofthefollowingfalseormisleadingpublicityacts:(1) Itfailstoprovidegoods
15、orservicesintheirrealnameandmarks.提供有关商品或者服务的信息 应当真实、全面、准确，不得 有下列虚假或者引人误解的宣 传行为：（一）不以真实名称和标记提 供商品或者服务；(2) Itsellsgoodsorserviceswithfalseor(二)以虚假或者引人误解的misleadingtradedescriptions,productstandards,商品说明、商品标准、实物样andphysicalsamples,amongothers.(3) Itdeliversfalseormisleadingdescriptionandpresentation.(
16、4) Itmakesdeceptiveinducementstosalesbyusingfictitioustransactions,markingthetradingvolume,makingfakeemployingothers,orotherways.品等方式销售商品或者服务;on-site（三）作虚假或者引人误解的现场说明和演示；Promote（四）采用虚构交易、虚标成黑黑?交量、虚假评论或者雇佣他人等方式进行欺骗性销售诱导；（五）以虚假的“清仓价”、 “甩卖价”、最低价”、 “优惠价”或者其他欺骗性价 格表示销售商品或者服务；（六）以虚假的“有奖销 售”、“还本销售”、“体验 销售”
17、等方式销售商品或者服 务；（七）谎称正品销售“处理 品”、“残次品”、“等外 品”等商品；(5) Itsellsgoodsorservicesbyusingfalse“clearanceprice,umarkdownsale,”,minimumprice；*preferentialprice,norotherdeceptivepriceindications.(6) Itsellsgoodsorservicesthroughupremiumsale,usalewithrepaymentofprincipal,experiencesale/*andothermethods.(7) Itsells
18、“clearancegoods,”“defectivegoods,“substandardgoods/1andothergoodsbylyingthattheyarequalitygoods.（）夸大或隐瞒所提供的商 品或者服务的数量、质量、性 能等与消费者有重大利害关系 的信息误导消费者；(8) Itmisleadsconsumersbyexaggeratingorconcealingthequantity,quality,andperformanceofthegoodsorservicesprovided,andotherinformationthatisvitaltoconsumersi
19、nterests.（九）以其他虚假或者引人误 解的宣传方式误导消费者。(9) Itmisleadsconsumersbyotherfalseormisleadingpublicitymeans.第七条经营者对市场监 督管理部门责令其对提供的缺 陷商品或者服务采取停止销售 或者服务等措施，不得拒绝或 者拖延。经营者未按照责令停 止销售或者服务通知、公告要 求采取措施的，视为拒绝或者 拖延。Article7Businessoperatorsmaynotrefuseordelaysuchmeasuresasstopsellinggoodsorprovingserviceorderedbyadmini
20、strativedepartmentsformarketregulationconcerningthedefectivegoodsorservicesprovidedthereby.Abusinessoperatorsfailuretotakemeasuresaccordingtotherequirementsofanoticeorannouncementorderingittostopsellinggoodsorprovidingserviceshallberegardedasrefusalordelay.第八条经营者提供商品 或者服务，应当依照法律规定 或者当事人约定承担修理、重 作、更换
21、、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，不得故 意拖延或者无理拒绝消费者的 合法要求。经营者有下列情形 之一并超过十五日的，视为故 意拖延或者无理拒绝：Article8Businessoperatorsshallassumecivilliabilityinaccordancewiththelaworasagreeduponbytheparties,includingrepair,remaking,replacement,returnofgoods,makingupshortageofgoods,refundingpaymentsforgoodsorservices,
22、orcompensationforlosses,andshallnotdeliberatelydelayorunreasonablydenythelawfulrequirementsofconsumers.Abusinessoperatorthathasanyofthefollowingcircumstanceswhichexceedsfifteendaysshallberegardedasdeliberatedelayorunreasonablerefusal:（一）经有关行政部门依法认 定为不合格商品，自消费者提 出退货要求之日起未退货的；(1) Abusinessoperatorwhos
23、eproductisidentifiedasunqualifiedgoodsbyrelevantadministrativedepartmentsaccordingtothelawfailstoofferreturnofgoodsfromthedatewhenaconsumerputsforwardthedemandforreturnofgoods.（二）自国家规定、当事人约(2) Abusinessoperatorrefusestoperformsuch定期满之日起或者不符合质量 要求的自消费者提出要求之日 起，无正当理由拒不履行修 理、重作、更换、退货、补足 商品数量、退还货款和服务费 用
24、或者赔偿损失等义务的。obligationsasrepair,remaking,replacement,returnofgoods,makingupshortageofgoods,refundingpaymentsforgoodsorservices,orcompensationforlosses,withoutjustifiedreasons,fromtheexpirationdateasprescribedbythestateoragreeduponbytheparties,orthedatewhenaconsumerputsforwardtherequirementinthecaseof
25、goods*inconformitytoqualityrequirements.第九条经营者采用网 络、电视、电话、邮购等方式 销售商品，应当依照法律规定 承担无理由退货义务，不得故 意拖延或者无理拒绝。经营者 有下列情形之一的，视为故意 拖延或者无理拒绝：Article9AbusinessoperatorthatsellsgoodsviatheInternet,television,telephone,mailorder,orothermethodsshallfulfilltheobligationofreturnwithoutcauseaccordingtothelaw,andshalln
26、otdeliberatelydelayorunreasonablyrefusethefulfillmentofsuchobligation.Abusinessoperatorthatfallsunderanyofthefollowingcircumstancesshallbedeemedtodeliberatelydelayorrefusewithoutjustificationthefulfillment:（一）对于适用无理由退货的 商品，自收到消费者退货要求 之日起超过十五日未办理退货 手续，或者未向消费者提供真 实、准确的退货地址、退货联 系人等有效联系信息，致使消 费者无法办理退货手续
27、；(1) Itfailstohandletheformalitiesforreturnofgoodstowhichreturnwithoutcauseisapplicablewithin15daysofreceiptofaconsumersrequestforreturnofgoods,orfailstoprovidetheconsumerwiththetruthfulandaccurateaddress,contactpersonorothervalidcontactinformationconcerningreturnofgoods,resultingintheconsumers*fail
28、uretoundergotheformalitiesforreturnofgoods.（二）未经消费者确认，以自 行规定该商品不适用无理由退 货为由拒绝退货；(2) Withouttheconfirmationoftheconsumer,itrefusesreturnofgoodsonthegroundofspecifyingthatreturnwithoutcauseisnotapplicabletothegoodsbyitself.（三）以消费者已拆封、查验 影响商品完好为由拒绝退货；(3) Itrefusesthereturnofgoodsonthegroundthattheconsum
29、ersunpackingandexaminationofthegoodshasaffectedtheintactconditionofthegoods.(4) Itfailstorefundthepaymentoftheconsumerforthegoodswithoutjustificationwithin15daysofreceiptofthegoodsreturned.（四）自收到退回商品之日起 无正当理由超过十五日未向消 费者返还已支付的商品价款。Article 10 Abusinessoperatorthatprovidesgoodsorservicesinthemannerofre
30、ceivingprepaymentshallreachanagreementwiththeconsumertoclearlyprescribethequantity,quality,andpricesorfeesofthegoodsorservices,thedurationandmannerofperformance,safetyprecautionsandriskalerts,after-saleservices,andcivilliabilities,amongothers.Abusinessoperatorthatfailstoprovidegoodsorservicesasagree
31、dshallfulfillagreementsorrefundprepaymentasrequiredbytheconsumer,andpayinterestonprepaymentandnecessaryreasonableexpensesoftheconsumer.Wherethereisnoagreementonrefund,amountofrefundshallbecalculatedintheformfavorabletotheconsumer.第十条经营者以预收款 方式提供商品或者服务，应当 与消费者明确约定商品或者服 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
32、和风险警示、售后服 务、民事责任等内容。未按约 定提供商品或者服务的，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。对退款无约定 的，按照有利于消费者的计算 方式折算退款金额。Abusinessoperatorthatclearlyrejectsaconsumersreasonablerepaymentrequestorfailstorefundfromtheexpirationoftheagreedperiodorafterthelapseoffifteendaysofaconsumerssubmissionofrefundreques
33、tintheabsenceofanagreedperiodshallberegardedasdeliberatedelayorunreasonablerefusal.经营者对消费者提出的合理退 款要求，明确表示不予退款， 或者自约定期满之日起、无约 定期限的自消费者提出退款要 求之日起超过十五日未退款 的，视为故意拖延或者无理拒Article 11 Whilecollectingandusingthepersonalinformationofconsumers,businessoperatorsshallobservetheprinciplesoflegality,propernessandn
34、ecessity,explicitlystatethepurposes,methodsandscopeofcollectionoruseofinformation,andacquiretheconsentofconsumers.Abusinessoperatorshallnothaveanyofthefollowingacts:第十一条经营者收集、 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。经营者不得有下列行为：（一）未经消费者同意，收 集、使用消费者个人信息；(1) collectingandusingtheperson
35、alinformationofaconsumerwithouttheconsentoftheconsumer;(2) disclosing,sellingorillegallyprovidingpersonalinformationofaconsumercollectedtoothers;and（二）泄露、出售或者非法向 他人提供所收集的消费者个人 信息；(3) withouttheconsentorrequestofaconsumer,orwhentheconsumerexpresslypresentsrefusal,sendingcommercialinformationtothecons
36、umer.（三）未经消费者同意或者请 求，或者消费者明确表示拒 绝，向其发送商业性信息。Personalinformationofaconsumerasprescribedintheprecedingparagraphmeansthename,gender,occupation,dateofbirth,IDnumber,address,contactinformation,incomeandpropertystatus,healthcondition,andconsumptioninformationoftheconsumercollectedintheprovisionofgoodsorse
37、rvices,andotherinformationcapableofidentifyingtheconsumerindependentlyorwithotherinformation.前款中的消费者个人信息是指 经营者在提供商品或者服务活 动中收集的消费者姓名、性 别、职业、出生日期、身份证 件号码、住址、联系方式、收 入和财产状况、健康状况、消 费情况等能够单独或者与其他 信息结合识别消费者的信息。Article12Businessoperatorsthatusestandardterms,notices,statements,andon-siteposters,amongothers,i
38、nprovisionofgoodsorservicestoconsumers,shallinaconspicuousmanner,remindconsumerstopayattentiontothecontentsvitaltotheinterestsofconsumers,andprovideexplanationsaccordingtotherequirementsofconsumers,andshallnotprovideforthefollowingcontents:第十二条经营者向消费 者提供商品或者服务使用格式 条款、通知、声明、店堂告示 等的，应当以显著方式提请消 费者注意与消费
39、者有重大利害 关系的内容，并按照消费者的 要求予以说明，不得作出含有 下列内容的规定：(1) exemptingorpartiallyexemptingbusinessoperatorsfromtherepair,remaking,replacement,returnofgoods,makingupshortageofgoods,refundingpaymentsforgoodsorservices,compensationforlosses,andotherliabilitiestobeassumedbybusinessoperatorsforthegoodsorservicesprovid
40、edthereby;（一）免除或者部分免除经营 者对其所提供的商品或者服务 应当承担的修理、重作、更 换、退货、补足商品数量、退 还货款和服务费用、赔偿损失 等责任；（二）排除或者限制消费者提(2) excludingorrestrictingconsumers*rightsof出修理、更换、退货、赔偿损 失以及获得违约金和其他合理 赔偿的权利；claimingforrepair,replacement,returnofgoods,compensationforlosses,liquidateddamagesandotherreasonablecompensation;（三）排除或者限制消费者
41、依 法投诉、举报、提起诉讼的权 利；(3) excludingorrestrictingconsumersrightsofcomplaining,tipping-off,andinstitutinglawsuitsaccordingtothelaw;（四）强制或者变相强制消费 者购买和使用其提供的或者其 指定的经营者提供的商品或者 服务，对不接受其不合理条件 的消费者拒绝提供相应商品或 者服务，或者提高收费标准；(4) forcingorforcinginadisguisedformconsumerstobuyorusethegoodsorservicesprovidedbythemorbyo
42、therbusinessoperatorsdesignatedbythem,refusingtoprovidecorrespondinggoodsorservicestoconsumersthatdonotaccepttheirunreasonableconditions,orraisingchargingstandards;（五）规定经营者有权任意变 更或者解除合同，限制消费者 依法变更或者解除合同权利；(5) providingthatbusinessoperatorsareentitledtoarbitrarilymodifyorterminatethecontract,orrestri
43、ctingconsumers*rightsofchangingorterminatingcontractsaccordingtothelaw;（六）规定经营者单方享有解 释权或者最终解释权；(6) providingthatbusinessoperatorsenjoythepowerofunilateralinterpretationorultimateinterpretation;or（七）其他对消费者不公平、 不合理的规定。(7) otherprovisionsthatareunfairtoandunreasonableforconsumers.第十三条从事服务业的 经营者不得有下列行为：
44、Article13Businessoperatorsintheserviceindustryshallnothavethefollowingacts:（一）从事为消费者提供修 理、加工、安装、装饰装修等 服务的经营者谎报用工用料， 故意损坏、偷换零部件或材 料，使用不符合国家质量标准(1) Businessoperatorsprovidingrepair,processing,installation,decorationandotherservicestoconsumersmisreporttheworkersandmaterialsemployedandused,deliberatelyd
45、estroyandreplacecomponentsandpartsormaterialsonthesly,usecomponentsandpartsormaterials或者与约定不相符的零部件或 材料，更换不需要更换的零部 件，或者偷工减料、加收费 用，损害消费者权益的；thatdonotconformtothequalitystandardsofthestateoragreement,replacethecomponentsandpartswhichshouldnothavebeenreplaced,orcheatonworkandmaterials,andchargeadditiona
46、lfeestodamagetherightsandinterestsofconsumers.（二）从事房屋租赁、家政服 务等中介服务的经营者提供虚 假信息或者采取欺骗、恶意串 通等手段损害消费者权益的。(2) Businessoperatorsthatengageinhouserenting,householdmanagementservices,andotherintermediaryservicesdamageconsumers,rightsandinterestsbyprovidingfalseinformationorbypracticingfraud,colludingwitheac
47、hotheroutofillintention,andtakingothermeans.第十四条经营者有本办 法第五条至第十一条规定的情 形之一，其他法律、法规有规 定的，依照法律、法规的规定 执行；法律、法规未作规定 的，由市场监督管理部门依照 消费者权益保护法第五十 六条予以处罚。Article14UnderanyofthecircumstancesasspecifiedfromArticle5toArticle11oftheseMeasures,businessoperatorsshallbepunishedinaccordancewiththeprovisionsofotherlaws
48、andregulations,ifany;orintheabsenceofsuchprovisionsoflawsorregulations,theadministrativedepartmentsformarketregulationshallimposepenaltiesontheminaccordancewithArticle56oftheLawontheProtectionofConsumersRightsandInterests.第十五条 经营者违反本 办法第十二条、第十三条规 定，其他法律、法规有规定 的，依照法律、法规的规定执 行；法律、法规未作规定的， 由市场监督管理部门责令改 正，可以单处或者并处警告， 违法所得三倍以下、但最高不 超过三万元的罚款，没有违法 所得的，处以一万元以下的罚 款。Article 15 InviolationoftheprovisionsofArticle12orArticle13oftheseMeasures,businessoperatorsshallbepunishedinaccordancewiththeprovisionsofotherlawsandregulations,ifany;orintheabsenceofsuchprovisionsoflawsorregulations,theadm
