关于处理侵害消费者权益行为的若干规定
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工商消字[2004]第35号

(Issued by the State Administration for Industry and Commerce on 12 March 2004.)

颁布日期:20040312  实施日期:20040312  颁布单位:国家工商行政管理总局

  Article 1 Business operators providing commodities or services shall fulfil their obligations in accordance with the provisions of laws and regulations, the agreement with consumers, and the undertakings2 they make to consumers.

  Where a business operator has an agreement with or makes an undertaking1 to a consumer, and the content of such agreement or undertaking is beneficial to the protection of the lawful3 rights and interests of the consumer and complies with the mandatory4 provisions of laws and regulations, it shall be performed in accordance with the agreement or undertaking. Where the content of the agreement or undertaking is not beneficial to the protection of the lawful rights and interests of the consumer and does not comply with the mandatory provisions of laws and regulations, it shall be performed in accordance with the provisions of laws and regulations.

  Article 2 If a business operator discovers that a commodity or service it provides has a major defect and may endanger personal or property safety even if such commodity or service is used or received properly, it shall immediately halt the sale of commodities that have not yet been sold or the provision of services, and shall report thereof to the relevant administrative5 departments such as the administration for industry and commerce. Apart from reporting to the relevant administrative departments such as the administration for industry and commerce on the commodities already sold or services already provided, it shall inform consumers through effective means such as the public media, shop notices as well as telephone, facsimile and short message service, and shall recall such commodities or take appropriate remedial measures on services already provided.

  If a business operator does not fulfil its obligations stipulated6 in the preceding paragraph, the administration for industry and commerce shall order rectification7 within its scope of authority, and shall record the matter in the market entity8 credit regulatory information.

  Article 3 The standard contracts, circulars, announcements and shop notices drafted by business operators shall not contain the following contents that are unfair or unreasonable9 to consumers: let consumers assume obligations that should be assumed by the business operator; increase the obligations of consumers; remove or restrict the rights of consumers to alter or dissolve the contract according to law; and remove or restrict the statutory rights of consumers such as request for payment of liquidated10 damages, compensation for damages, and institution of an action according to law.

  If a standard contract, circular, announcement and shop notice drafted by a business operator contains the aforementioned contents, and lessens11 or eliminates the civil liability it should undertake for harming the lawful rights and interests of consumers, the administration for industry and commerce shall order rectification, and shall record the matter in the market entity credit regulatory information.

  Article 4 If, after accepting the commodities or services provided by a business operator, a consumer demands for proof of purchase such as an invoice12, receipt, sale card, service card and maintenance guarantee, the business operator must provide such proof of purchase and shall not charge any fee.

  Where a consumer demands for an invoice, the business operator shall not substitute the invoice with a receipt, sale card, service card or maintenance guarantee. If there is proper reason for not issuing an invoice immediately, the business operator shall deliver the invoice according to the time and location as consulted with the consumer, or agree that the consumer shall collect the invoice at a designated location. If a business operator agrees that the consumer shall collect the invoice at a designated location, it shall reimburse13 the consumer for reasonable travel costs.

  If a business operator fails to fulfil its obligations as stipulated in the preceding paragraph, the administration for industry and commerce shall order rectification, and shall record the matter in the market entity credit regulatory information.

  Article 5 Business operators providing commodities or services through means such as mail order, direct selling on television, direct selling on the internet and telephone sale shall provide such commodities and services in accordance with the agreement. If they do not do so, they shall perform the agreement or refund14 the price of the commodity in accordance with the request of the consumers, and shall also bear the reasonable fees such as the communications fees paid by the consumers for that and the postal15 fees for returning the commodities that do not comply with the stipulated conditions, etc.

  Article 6 Where a business operator providing commodities or services causes harm to the personal or property safety of a consumer, it shall, in accordance with the provisions of laws and regulations, the agreement with the consumer, and the undertakings it makes to the consumer, assume its civil liability by way of repair, re-doing, replacement16, return, making up the quantity of the commodity, refund of the price of the commodity and service fees, or compensation for damages, etc.

  Where a consumer has evidence to prove that a business operator has, for more than 15 days from the date of its lawful request for assumption of civil liability, refused to assume civil liability twice or more without proper reason, such refusal to assume civil liability shall be regarded as deliberate delay or refusal without reason, except where the business operator is able to prove that its exceeding the time limit is due to reasons of force majeure.

  Where a business operator deliberately17 delays or unreasonably18 refuses the lawful requests of a consumer, the administration for industry and commerce shall impose penalties in accordance with Article 50 of the Protection of the Rights and Interests of Consumers Law.



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1 undertaking Mfkz7S     
n.保证,许诺,事业
参考例句:
  • He gave her an undertaking that he would pay the money back with in a year.他向她做了一年内还钱的保证。
  • He is too timid to venture upon an undertaking.他太胆小,不敢从事任何事业。
2 undertakings e635513464ec002d92571ebd6bc9f67e     
企业( undertaking的名词复数 ); 保证; 殡仪业; 任务
参考例句:
  • The principle of diligence and frugality applies to all undertakings. 勤俭节约的原则适用于一切事业。
  • Such undertakings require the precise planning and foresight of military operations. 此举要求军事上战役中所需要的准确布置和预见。
3 lawful ipKzCt     
adj.法律许可的,守法的,合法的
参考例句:
  • It is not lawful to park in front of a hydrant.在消火栓前停车是不合法的。
  • We don't recognised him to be the lawful heir.我们不承认他为合法继承人。
4 mandatory BjTyz     
adj.命令的;强制的;义务的;n.受托者
参考例句:
  • It's mandatory to pay taxes.缴税是义务性的。
  • There is no mandatory paid annual leave in the U.S.美国没有强制带薪年假。
5 administrative fzDzkc     
adj.行政的,管理的
参考例句:
  • The administrative burden must be lifted from local government.必须解除地方政府的行政负担。
  • He regarded all these administrative details as beneath his notice.他认为行政管理上的这些琐事都不值一顾。
6 stipulated 5203a115be4ee8baf068f04729d1e207     
vt.& vi.规定;约定adj.[法]合同规定的
参考例句:
  • A delivery date is stipulated in the contract. 合同中规定了交货日期。
  • Yes, I think that's what we stipulated. 对呀,我想那是我们所订定的。 来自辞典例句
7 rectification NUwx3     
n. 改正, 改订, 矫正
参考例句:
  • The process of producing a shift of the average value is called rectification. 产生平均值移动的过程叫做整流。
  • This effect, in analogy to its radiofrequency counterpart, is known as optical rectification. 同它的射频对应物相仿,这种现象称为光学整流。
8 entity vo8xl     
n.实体,独立存在体,实际存在物
参考例句:
  • The country is no longer one political entity.这个国家不再是一个统一的政治实体了。
  • As a separate legal entity,the corporation must pay taxes.作为一个独立的法律实体,公司必须纳税。
9 unreasonable tjLwm     
adj.不讲道理的,不合情理的,过度的
参考例句:
  • I know that they made the most unreasonable demands on you.我知道他们对你提出了最不合理的要求。
  • They spend an unreasonable amount of money on clothes.他们花在衣服上的钱太多了。
10 liquidated a5fc0d9146373c3cde5ba474c9ba870b     
v.清算( liquidate的过去式和过去分词 );清除(某人);清偿;变卖
参考例句:
  • All his supporters were expelled, exiled, or liquidated. 他的支持者全都被驱逐、流放或消灭了。 来自《简明英汉词典》
  • That can be liquidated at market value any time. 那可按市价随时得到偿付。 来自辞典例句
11 lessens 77e6709415979411b220a451af0eb9d3     
变少( lessen的第三人称单数 ); 减少(某事物)
参考例句:
  • Eating a good diet significantly lessens the risk of heart disease. 良好的饮食习惯能大大减少患心脏病的机率。
  • Alcohol lessens resistance to diseases. 含有酒精的饮料会减弱对疾病的抵抗力。
12 invoice m4exB     
vt.开发票;n.发票,装货清单
参考例句:
  • The seller has to issue a tax invoice.销售者必须开具税务发票。
  • We will then send you an invoice for the total course fees.然后我们会把全部课程费用的发票寄给你。
13 reimburse 5Vixt     
v.补偿,付还
参考例句:
  • We'll reimburse you for your travelling expenses.我们将付还你旅费。
  • The funds are supposed to reimburse policyholders in the event of insurer failure.这项基金将在保险公司不能偿付的情况下对投保人进行赔付。
14 refund WkvzPB     
v.退还,偿还;n.归还,偿还额,退款
参考例句:
  • They demand a refund on unsatisfactory goods.他们对不满意的货品要求退款。
  • We'll refund your money if you aren't satisfied.你若不满意,我们愿意退款给你。
15 postal EP0xt     
adj.邮政的,邮局的
参考例句:
  • A postal network now covers the whole country.邮路遍及全国。
  • Remember to use postal code.勿忘使用邮政编码。
16 replacement UVxxM     
n.取代,替换,交换;替代品,代用品
参考例句:
  • We are hard put to find a replacement for our assistant.我们很难找到一个人来代替我们的助手。
  • They put all the students through the replacement examination.他们让所有的学生参加分班考试。
17 deliberately Gulzvq     
adv.审慎地;蓄意地;故意地
参考例句:
  • The girl gave the show away deliberately.女孩故意泄露秘密。
  • They deliberately shifted off the argument.他们故意回避这个论点。
18 unreasonably 7b139a7b80379aa34c95638d4a789e5f     
adv. 不合理地
参考例句:
  • He was also petty, unreasonably querulous, and mean. 他还是个气量狭窄,无事生非,平庸刻薄的人。
  • Food in that restaurant is unreasonably priced. 那家饭店价格不公道。
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