Makro Returns Policy

We want you to be satisfied with every purchase you make at Makro.

This policy forms part of the Makro Terms and Conditions. Makro is committed to operating in line with the Consumer Protection Act and all our policies are subject to the applicable law.

If you are returning a product purchased at Makro, please note:

• Proof of purchase is required for all products bought in store or online (We’ll use your Makro card to find your Tax Invoice, if not provided.)
• Once the product is assessed, Makro will either refund or exchange within 7-14 business days or if a repair, within 21 business days. All refunds will be paid back to the same payment method.
• Promotional, free and bundled products that were part of a purchase must be returned with the purchased product in unused condition and original product packaging.
• There are certain products that cannot be returned.
• There are conditions that may be applicable to delivery charges, collection fees and/or refund calculations.
• Returns have specific time frames based on the reason for the return.
• For all returns, except where the product is damaged or if you find that it is faulty/not working, the product must be unused and returned in its original product packaging.
• Specific T&C’s apply for Online only products (Sold by Third Parties). For Online only products, a refund will be processed and a repair or exchange may be processed, where possible and at Makro’s discretion. Further T&Cs apply for faulty products.
• Faulty products have specific T&C’s for both in and out of warranty periods, and Extended warranty.
• Further terms and conditions relating to food products are applicable.

Ensure the product is in its original product packaging with all accessories and documentation in order for Makro to complete the return. If you have thrown the packaging away, i.e. cellphone box, your return may be rejected, at Makro’s sole discretion. Please refer to further Terms and Conditions below.

Take note that the following may be applicable as part of your return:

• Delivery costs incurred will not be refunded
• Makro reserves the right to charge a collection fee in the event that our couriers have experienced more than 2 (two) failed attempts to collect the products being returned.
• In the event that your product has been collected, processed and the return is not approved by Makro, in its sole discretion, a return to customer fee may be applicable in order for us to deliver the product back to you.
• Should Makro determine a customer misuses or purports to misuse the policies and free delivery mechanism, Makro shall in its sole discretion reserve its right to suspend the customer’s account and to take further action it deems appropriate.
• Refund calculations on partial return orders may temporarily vary between our stores and online. Kindly note that in the event that you return only a part of your online order and in the event that your online order included Products on promotion, your partially return will result in a forfeiture of the promotion benefit and your refund will be calculated based of the original Product price.

What products can you return and when?

Within 14 days return policy

All unused products (except for Products listed below that you are unable to return and Ambient Products can be returned within 14 days of receiving the product if:

• It is not what you had in mind
• The product arrived incomplete
• You received the incorrect product
• You received an expired product

Cellular phones can be returned within 7 (seven) days only if the product is found to be materially defective when the box is opened or product activated. (out of box failures).

Food products are classified as Frozen (products stored at -12 degrees or below, in certain instances like fish and ice cream per regulations), Refrigerated (chilled products requiring refrigeration), Ambient temperature-sensitive products (such as bread, eggs, and whole fruits and vegetable) and Pantry (shelf-stable products that have a long shelf life).

Please remember that any food product returned must be in the same pack size (configuration and weight) in which it was sold.

We will replace or refund any damaged or incorrect food products delivered to you, subject to the Consumer Protection Act. This excludes any incorrect products selected or shopped by you at the store.

Ambient

If your Ambient order (or any part of it) arrives damaged, expired, missing, or incorrect after delivery, you are required to let us know within 48 (forty-eight) hours from the date of purchase. You can either visit your nearest Makro store with your proof of purchase (tax invoice or Makro card) to process the return in store, or you can log a return online and we’ll collect it.

As part of various pilot projects, Makro reserves the right to offer registered Makro Business customers the option to order Ambient products online for delivery only (Pickup is unavailable), provided that the delivery address is within 30km (thirty kilometres) of the chosen test store, which will be displayed at checkout. If you are outside this delivery range, Ambient products may not be visible online.

Products from our Ambient range will be released online in phases. If your order includes both Ambient products and other products, your order will be packed into separate boxes and may be delivered separately based on the availability and delivery promise of the product. This information will be visible at checkout.

For now, retail customers can only purchase these products in-store and Makro Business customers outside the 30km range will also need to visit a store to purchase Ambient products.

Products that you’re unable to return:

• Products protected by copyright law (Software, Printing Cartridges, DVDs Games, CD’s etc.). If there is a manufacturing defect, you can log a return provided they remain in a re-sellable condition.
• Custom orders will only be replaced, if defective. Please ensure that measurements and specifications of custom-made products are correct when ordering, as custom-made orders cannot be refunded or exchanged if incorrect sizes were provided.
• Perishable (these include frozen, refrigerated and ambient temperature sensitive products) unless expired or defective on date of purchase.
• Pantry (shelf stable products that have a long shelf life) with less than 14 days’ shelf life and/or not in original packaging and/or if packaging is damaged/dented.
• Goods which are sold as red ticket products such as display products, demo products, damaged, defective, used or repaired products, where Makro disclosed these facts to you before you bought the goods.
• Swimwear, underwear, socks, shavers, toothbrushes and other health, beauty, accessories and personal care products.
• Airtime, gift cards and virtual vouchers and/or coupons.
• Baby food and related baby care products.
• Medication and supplements.
• Open Alcohol.
• Books.
• Cigarettes.
• Mattresses and mattress protectors.
• Any products containing hazardous substances like diesel or petrol, For example lawnmowers and generators.
• TV license fees.

Products that are available Online Only (Sold by Third Parties)

Please note that not all products purchased on Makro.co.za ("the Website") are fulfilled by Makro stores. Some products may be directly fulfilled by third-party sellers, please check if your product is marked as “available online only” which will identify the product as a third party product. The seller information is also referenced on your tax invoice.

These third-party products purchased on the Website cannot be returned or refunded at any of our Makro stores, instead, you are required to initiate the return process either by logging the return online through the Website or by contacting the Makro Contact Centre at [0860 600 999].

When returning an Online Only product, kindly note that Makro will process your refund. A repair or exchange may only be processed, where possible and at Makro’s sole discretion. For faulty products, a refund will be processed subject to the required assessment and at Makro’s discretion.

Except where the product is damaged or if you find that it is faulty/not working, Makro will facilitate your return for your product if it is in an unused condition, sealed and in its original packaging with all accessories and documentation and subject to this returns policy.

Faulty Products

Unfortunately, you can’t claim any fault/defects with products that were caused by:

• Lightning or power surges
• Misuse or abuse to the goods
• Use for a purpose other than the purpose for which the product was manufactured
• Contrary use to the instruction manuals
• Accidental and/ or negligent damage after you take possession of the product

If none of the above apply, and the product is faulty, or breaks,

• log a return online for items bought online,
• visit your nearest store or call the Contact Centre for products bought in store

If you choose to transport the product back to the store, Makro will not be held liable for any damages incurred whilst in transit. For large, bulky or installed products, Makro may require an online assessment and /or an on-site assessment. Once the request is logged, we’ll send a technician to assess the product or we will contact you to arrange the online assessment.

Within 6 months from purchase, the Makro policy is (excluding items available online only):

After the request is processed, the product will be assessed either in store or on site and based on the fault, Makro will process a repair, replacement, or refund your product. Products that are under warranty, alternatively that are found to be materially defective and are returned within 6 (six) months from date of purchase for repairs, carry an additional 3 (three) months guarantee on all repair work.

After 6 months from purchase, the supplier/product warranty policy (if applicable) is:

After the request is processed, the product will be assessed either in store or on site and based on the fault and product warranty terms, the supplier at its sole discretion will either approve a repair, replacement, or refund of your product.

Repairs can take up to 21 (twenty-one) business days. If anything changes, we’ll reach out to you. A representative of Makro will keep you updated on the status of your repair.

Where there is no supplier/product warranty applicable:

If your product is no longer under warranty and an extended warranty was not purchased, you will be liable for the cost of repairs should you wish to repair your product through Makro.

In the event that the supplier is a required to inspect the product in order to provide you with a quotation for the repair and in the event that you elect not to proceed with the repair, the supplier reserves the right to charge you an inspection labour fee before the product can be returned to you.

Extended Warranty up to 5 years from purchase (This policy covers domestic use only and excludes products for business/office/ commercial use*)

If you've purchased an extended warranty to cover your product, visit your nearest store or, contact Makrosure on 0860 300 999 to process the claim, which may result in a repair or refund for the value of the product. A refund will happen at the insurer’s discretion (as Makro is the intermediary) and this decision and refund is subject to the extended warranty terms.

\In the event that your purchase will be used for business/ office/ commercial use, kindly ensure that you have the required insurance.*

If you have purchased a product and would like an extended warranty, you have 30 (thirty) days from the date of purchase to purchase it from a Makro store. For more information, visit your nearest store or contact Makrosure on 0860 300 999.

Where Makro elects to replace the product, the following conditions for replacement apply:

If after an assessment, a replacement of your returned product is approved, you will be provided with the same product.

Makro reserves the right to collect the faulty product once replaced and you waive all right and title to the faulty product once replaced.

In the event that the replacement product is being sold by Makro at a higher price than the purchase price, or where the same product is no longer available (due to stock not being available or discontinued), you will be offered a similar product, and you will be required to pay the difference in amount between the replacement product and the new product. You may in these cases elect for a refund of the product.

If you have any further queries, please contact Makro Customer service makrocare@makro.co.za or call 0860 600 999.