Terms of Use

Welcome to the Masstores (Pty) Ltd trading as Makro (“Makro”) website ("Website"). Please take a moment to read these online shopping terms and conditions including Makro’s policies (collectively the "terms") to understand how they apply to you the customer (“you”) and your use of Makro’s Website and any Makro products (“Products”) or services (“Services”) that you may order online.

These terms apply to all purchases made online from the Website. Please read these terms carefully and ensure you understand them. Use of and/or registration on any aspect of the Website will constitute your agreement to comply with these terms. Important clauses, which may limit Makro's responsibility or involve some risk for you, are reflected in blue. Some of these provisions have the effect of limiting your rights in law and conferring obligations on you by virtue of your agreement to these terms. You agree to pay special attention to these clauses.

If you have any questions regarding Makro’s Website, the terms, Makro products (“Products”) or services (“Services”), please contact us.

Online Registration

Registration as a purchaser on the Website is free and does not oblige you to purchase anything.

You must register with us before placing your first order online. Please register here.

Registration and/or use of Makro’s Website constitutes your acceptance and agreement to be bound by the terms of Makro’s Website. To register you will be required to provide certain personal information which is protected by Makro’s Privacy Policy. When registering with us you will be required to provide an email address and a password which will be used as your username and password for the Website. Please keep your password private as Makro accepts no liability for any damages suffered or losses incurred from the use or misuse of your account.

You will be required to enter your username and password each time you visit Makro’s Website. To amend any registration particulars please click on "My Profile" where you can edit your details. When registering as a purchaser you are required to provide Makro with complete and accurate information about yourself. By doing so you warrant that the information provided is correct. Upon acceptance of your registration, an email confirmation of your registration as a purchaser will be transmitted to you. Transmission times depend on your Internet Service Provider (ISP), but it typically takes less than 10 (ten) minutes to receive the email confirmation. If you do not receive the email confirmation, you should contact us.

Products

Product Images and Representation

We have made every effort to display the Products[VD8] on the Website as accurately as possible, including:
• the images that represent a visual depiction of the Product
• features and descriptions that pertain to the Product;

The actual Product delivered may be subject to variations in appearance, as Product packaging may differ over time. It remains the responsibility of the customer to ensure that the Product he/she ordered is correct, and the Product description and/or model number will always overrule any related images when resolving a dispute about a Product.

As the actual colours you see will depend on your computer's monitor Makro cannot guarantee that your monitor's display of any colour will be accurate.

Product Pricing, Availability and Delivery

The products displayed on the Website are subject to availability and will be delivered within the Republic of South Africa only, within the areas as determined by Makro. Available delivery areas are identified at the checkout process when the delivery address is entered, and it remains the responsibility of the customer to ensure the delivery address, including the suburb and postal code, is correct.
All prices displayed on the Website are valid and effective only in the Republic of South Africa for the day that they are viewed and do not constitute an offer by any of our physical Makro stores. Makro reserves the right, without prior notice, to discontinue or change pricing or specifications of products and services offered on this Website without incurring any liability whatsoever.

Makro cannot guarantee availability of stock but will endeavour to source stock where possible to fulfil your order. Where items cannot be delivered, Makro will endeavour to contact the customer based on the information provided at registration, and offer either the option to cancel the order or reduce the quantities, where applicable. If Makro is unable to supply each and every item ordered or in the quantities ordered and cannot contact the customer, the customer nevertheless agrees to accept delivery and make payment for the items correctly delivered.

For online purchases, customers will be charged the prices that are reflected on the Website, subject to availability and save where “Inadvertent and Obvious Errors” have occurred. The prices include Value-Added Tax. Special promotions may be subject to certain conditions, including stock availability and limited-offer stipulations.

Inadvertent and Obvious Errors

Whilst all precautions are taken by the Company to provide the correct information on the website, in the event that we identify an inadvertent and obvious error in the price, product or service description, images and any other relevant content, Makro is not obliged to provide you with the affected product or service. This includes inadvertent and obvious errors due to any technical or system error. Makro will make every effort to contact you to alert you of the error. In such circumstances you are entitled to cancel the purchase and we will provide a full refund for the amount paid.

We appreciate that customers may use the Makro website to research pricing before visiting one of our physical Makro stores. However, please note that pricing on the Makro website does not constitute an offer by any of our physical Makro stores. To avoid disappointment, we therefore recommend that pricing and stock availability is confirmed with the respective Makro store prior to visiting the store.

Product Reviews

By submitting Product reviews to Makro, you represent and warrant that:
You understand you are participating in a public forum and that your submitted content and other personal information will be available to all other users of the Sites, the Community and potentially Third Party Sites.

When you submit a review, you agree to the following:
• All review(s) submitted are accurate
• Your review is original and was created by you
• You are a resident of South; and are at least eighteen (18) years of age
• You are currently a bona fide user of the Makro Product(s) mentioned in your review.
• You are not an employee of Makro nor do you work for an affiliate or agency of Makro hired by Makro to promote and/or sell Makro Products;
• The statements you make in your review reflect your true and honest opinion of and current experience with the Makro item(s) which you are reviewing.
• If your review refers to a potential fault that could be specific to the item you received, not the Product in general, Makro’s Customer Service Team will be in touch to resolve it with you directly. In this instance, your review will not be published.
• Makro does not publish reviews for Products that haven't been bought from us directly (i.e. from another retailer/ in another country).
• If you have a problem with a review you have submitted, please get in touch with Makro’s Online Support Centre by calling 0860 600 999

Please refer to Makro’s Review Guidelines before submitting your Product review on the Website.

Makro shall have the right, but not the obligation, to pursue any one or more of the following actions with regard to your review(s):
• We reserve the right monitor/review your review;
• We reserve the right to edit your review - Makro will correct any spelling and grammar issues if necessary, but won't change the original meaning;
• By submitting a review to Makro.co.za, you grant the right to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, and display such content throughout Makro’s marketing channels in any media;
• We retain full discretion to remove or refuse to post any review or rating that deems, in its sole discretion, to violate the Review Guidelines.

Orders

Confirmation of Orders

Orders placed online constitute your offer to purchase subject to these terms. On receipt of your order we will send you an email describing the products and services you have ordered. These communications confirm we have received your order, but do not represent any acceptance of your offer to purchase products or services from us. We are not legally obliged to provide the products and services to you during the offer process.

Cancellation

If for any reason you would like to cancel an order, this may be done by contacting Makro’s Customer Services Centre on 0860 600 999. You will only be able to cancel orders up to midnight on the day prior to the date of delivery. Makro reserves the right not to refund the delivery in respect of any late cancellations. If you cancel your payment for any reason, or if your payment method should cease to be valid for whatever reason, you will nevertheless be bound to pay to the full purchase price, including all costs incurred by us relating to the recovery thereof. Without prejudice to any other rights or remedies in law, Makro reserves the right to cancel forthwith any sale and/or your registration in the event of your breach any of the terms.

You may return a Product, at your cost, to any Makro store provided you have the original invoice/proof of purchase and have complied with the required terms and conditions of Makro’s Returns Policy.

Order Tracking

You can track the status of your order by logging into your account and by clicking on "My Orders". Once you have selected the order that you wish to track you will be able to see if your order has been received by Makro, if it has been delivered to you and if it has arrived at the store of your choice for you to collect.

We will also send you emails and/or SMSs to advise you on the progress of your order. You can call Makro’s call centre on 0860 600 999.

Delivery and Store Collection

Delivery

A delivery fee of R50.00 (fifty rand) will apply to orders under R500.00 (five hundred rand). Orders with a total value of over R500.00 will be free. Makro reserves the right to increase or decrease delivery fees from time to time and all applicable delivery fees will be communicated to you at check out. Makro delivers from Monday to Friday, 08h00 till 17h00 and may, in its discretion, deliver on weekends and South African public holidays. Items relating to pantry are delivered in 2 (two) working days and all other items between 2 (two) to 5 (five) working days if there are no unexpected delays. Should it be unavoidable for us to exceed these delivery times, you will be notified either telephonically or electronically.

Makro delivers to registered customers within certain specified delivery areas. Deliveries to outlying areas shall attract an additional surcharge that will be calculated on checkout. An outlying area refers to a suburb or town that falls out of any regional town/city or main centre. Outlying areas include farms, mines and townships.

On delivery of the order to the specified delivery address, you will receive Makro’s delivery note showing the items delivered. For verification purposes, the person accepting delivery at the delivery address will be required to produce a form of identification. Any person other than yourself who receives the Products at the delivery address is presumed to be authorised to accept delivery on your behalf. Should no-one be in attendance at the delivery address specified by you at the time of delivery, the driver will return the Products and leave a notice at the delivery address to that effect. The courier company will attempt to contact you to make new arrangements for delivery. Makro reserves the right to charge an additional delivery fee should it be required under these circumstances. Our sole liability for failing to deliver the Products timeously is limited to delivery being effected at a later agreed time at no additional charge.

Please arrange that you or your authorised representative, who is a responsible person, is available to accept your purchases at the delivery address and that appropriate access will be made available. On delivery, Makro will require you or your authorised representative to sign and print your or their name on a duplicate copy of the delivery note, to confirm receipt. Makro have outsourced all deliveries and accordingly, cannot, to the extent permitted by law, be liable for any damage suffered or loss incurred by reason of any acts or omissions of the courier.

Delivery Confirmation

Makro will indicate its acceptance of your order by delivering the products to you or allowing you to collect them, and only at that point will a contract between you and Makro be completed. This is regardless of any communication from Makro stating that your order or payment has been confirmed. Makro will indicate its rejection of your order by cancelling it and, as soon as possible thereafter, refunding you for any amount already paid. Any products or services on the same order which have not been dispatched/delivered to you will not form part of that the contract between you and Makro. Delivery dates are estimates only, and as we process your order we will inform you if any products or services on your order turn out to be unavailable or delayed for any reason.

Store Pick-up/ Collection

You may place an order online and then collect it from your selected store. To collect instore, place your order online as normal and select the “store pickup” option instead of entering your delivery details. The system will default to the closest store to you with stock of your items. You can change this to the store most convenient for you in the drop down menu. If your chosen store has the items in stock you can collect the order in 2 (two) to 5 (five) working days. You can collect the order within 10 working days from the time we inform you that your order is ready for collection. If you have exceeded the 10 days to collect your order, Makro will have to cancel your order and refund you according to your payment method in terms of our Refunds policy.

You will receive an email and SMS containing a unique QR code when your order is ready to collect from your chosen Makro store. For your order to be released at the Pickup point, you are required to present this QR code. If you do not have a smartphone, kindly access the QR code provided via email, alternatively, bring along a printed copy of your email with the QR code. Please keep your QR code private as we accept no liability for any damages suffered or losses howsoever incurred from the use or misuse of your collection.

For verification purposes, the person accepting collection at the Pickup point will be required to present the unique QR code and this person shall be deemed to be authorized to collect the order. Any person other than yourself who receives the order at the Pickup point is presumed to be authorised to accept the collection on your behalf on presentation of the QR code.

Payment

Methods of Payment

Prior to delivery or confirmation from us for collection of the Products by you, Makro shall be entitled to debit the credit card supplied by you on acceptance of your order should you be paying with a credit card. Should the customer pay for the Products via EFT, the order will only be processed once Makro have received successful confirmation of payment. See more on Payment Types.

3D Secure

When using your credit card for online shopping on the Website, Makro will attempt to use 3D Secure as an additional security measure if your issuing bank supports it. 3D Secure will authenticate your personal details and will authorise payment for online shopping. If your issuing bank supports 3D Secure but you have not activated it, you will be redirected during the payment process to set it up.

Marketing and Promotions

By virtue of completing a transaction with any brand of the Massmart Group of Companies and should you consent to receiving marketing communication, you may receive marketing communications from any company within the Massmart Group of Companies. You can unsubscribe at any time and our communications will provide the mechanism for you to do so. Our Privacy Policy provides more details on how we use and manage your personal information and how you can contact us regarding your Privacy rights.

Makro, from time to time, markets, promotes and/or offers deals on various Products within a specified duration in order to promote Products (“Campaigns”).

All Campaigns are available for a limited time only which validity period will be stipulated on any marketing material in a physical store and/or www.makro.co.za and/or mobile app (Makro App), save in the event of an advertising error (including an obvious error). In addition, Campaigns may have a stock limit and the Campaign may terminate earlier if stock allocated for the Campaign runs out. After a Campaign is sold out, those particular Products may, in Makro’s discretion be available on the Website and/ or Makro App and/or physical store at their normal selling prices (but no longer as a Campaign).

Makro reserves the right to restrict quantities for sale per customer for Campaign Products and we do not guarantee a specific saving from any Campaign and the extent of the Campaign is at the sole discretion of Makro.

Adding a Campaign to your cart, or completing your order for a Campaign without paying for it, does not reserve the Products for you. Makro must receive payment from you within 24 (twenty-four) hours of you placing your order for a Campaign Product, otherwise we will cancel your order. Payment must also have taken place during the Campaign validity period. Makro may reserve stock for customers in the order in which it receives payment.

Makro may also from, time to time, have Campaigns applicable exclusively to the Makro App, and/or online only, although these may also be displayed on the Website, mobile site, Makro App and/or in-store. We appreciate that customers may use our Website to research pricing before visiting one of our physical stores. However, please note that pricing on our Website and/or Makro App does not constitute an offer by any of our physical stores and in-store pricing may vary. Some of the Products are available online only as they are sold by our third-party sellers and not available in our physical stores, these Products may also have a different price than what is displayed on the third-party seller’s site.

Makro App only Campaigns are only available for purchase using the Makro App and their prices may differ from the normal selling prices at which those particular Products may be available on the website or mobile site. You will only receive the Makro App only Campaign price if you pay for your order using the Makro App before the Makro App only Campaign validity period expires or Products sell out. You will not receive the Makro App only Campaign price if you pay for your order using the website or mobile site, or if you don’t pay for your order before the Makro App only Campaign validity period expires or Products sell out.

Any bundle Campaigns will require the customer to add to cart each of the Products applicable to the Campaign in order to qualify for the Campaign. The Campaign Products cannot be applied in conjunction with any other discount including but not limited to any student discount, staff and pensioners discount and/or birthday discounts.

Makro reserves the right to cancel, correct or amend a Campaign for any reason whatsoever and entirely within Makro’s discretion. If a Campaign includes a promotional competition as defined in the Consumer Protection Act, such promotional competition will be subject to the specific promotional competition terms and conditions.

Refunds

Makro will refund a purchase for the exact amount paid less the following:
• any TV licence fees due to the SABC;
• any delivery costs already incurred by Makro;
• any restocking fee for special orders

Refunds will only be processed onto the payment method that was used when the order was created, and into the account it was paid from e.g. credit card, EFT or Ucount.

A refund can take up to 7 business days to reflect in your account, and EFT refunds are subject to verification of your banking details.

To verify your banking details, you will be required to supply the following information:
• Proof of Payment;
• ID number (not a copy of the ID) OR Company Registration number;
• Proof of banking details.

Alternatively, you can receive your refund as an SMS voucher. The SMS voucher is not a cash refund, but a voucher sent via SMS that can be used at any Makro store. In order to receive your refund as an SMS voucher, you need to confirm this request and confirm the cell phone number to which the voucher should be sent.

For more information, please refer to Makro’s Returns Policy.

Television Licences

By law, every customer must have a valid TV licence when purchasing a television set or any appliance with a built-in TV. Your order for a television set will not be processed until you have successfully concluded the TV licence verification process online. In the event that there is an amount owing to SABC, this amount will be added to the invoice. In the event that you want a refund for the TV, the amount due to SABC shall be non-refundable by Makro and any claims in this regard will need to be taken up directly with the SABC. See more in TV Licences FAQs.

Risk and Ownership

Risk in the Products shall pass to you by acceptance of the Products by your authorised representative on delivery. Makro will retain ownership in the Products until payment has been received in full.

Intellectual Property

All intellectual property rights, including copyright, in all materials, including trademarks, logos, photographs, images, text and other graphics which form part of the Website are owned by Makro alternatively Makro is the lawful licensee thereof. Such rights are protected by both South African and international intellectual property laws. All data and information communicated to or from the Website and/or any Website information as well as the database is the sole property of Makro.

Collection of Cookies, Tag Management and Other Tracking Tools

A cookie is a piece of information that is deposited on your computer's hard drive by your web browser when you use our computer server. The cookies enable us to recognise you and give us information about your previous visits. Most browsers accept cookies automatically, but usually you can alter your settings to prevent automatic acceptance. If you choose not to accept cookies, this may disable some of the features of our Website. Similarly, tags convey information from the Website to the search engine and enhance your overall online experience. The information that we collect and may share with our advertisers is anonymous and not personally identifiable. It does not contain your name, address, telephone number or email address. By accepting the cookie and tag management options when accessing the Website, you agreed to our Privacy Policy.

Vouchers and Coupons

Makro may, from time to time, and in its sole discretion, offer Coupons to you which can be utilised for purchases of products from the Website. The following terms and conditions shall apply to any coupons which are issued by Makro:

1. There are two types of Coupons, a fixed amount voucher for a fixed discount, for example, R10,00 (ten rand) off your purchase (“Fixed Discount Coupon”) and a percentage discount, for example, 10% (ten) percent off your purchase (“Percentage Discount Coupon”).
2. Coupons may only be available to be used on the Makro Website (www.Makro.co.za) (“Website”) in the Republic of South Africa and shall not be redeemable in any store unless otherwise specified in the Coupon terms and conditions.
3. Coupons may only be applicable to particular products purchased on the Website and may be limited to a certain number of Products sold.
4. Each Coupon will include a discount voucher code which you will need to complete in order to redeem such Fixed Discount or Percentage Discount prior to completion of your purchase on the Website.
5. Each Coupon can only be utilised once and only for 1 (one) order and for 1 (one) account holder.
6. Where a Customer has multiple coupons available, only one coupon may be used per purchase. The system may automatically process the first coupon entered and disregard the other Coupon applied. Makro reserves the right to claim back any Coupon value and/or cancel any order placed in the event that multiple Coupons are utilised by a Customer for a purchase.
7. A Percentage Discount Coupon may only be utilised on purchases less than R3 000.00 (three thousand rand) unless otherwise specified in the specific terms and conditions to the Coupon.
8. The Coupon cannot be applied in conjunction with any other discount including but not limited to any student discount, staff and pensioners discount and/or birthday discounts.
9. Each Coupon may be subject to additional terms and conditions which will displayed on such Coupon and you may receive the Coupon via email, sms or in print.
10. Each Coupon may have a validity date specifying by when the Coupon must be used. Failure to redeem the Coupon within the specified period shall result in the Coupon being void.
11. Makro reserves the right to cancel, correct, amend or reject a Coupon for any reason whatsoever and entirely within Makro discretion. Furthermore, Makro may offer a Coupon to a limited number of Customers and accordingly a voucher code may not be active when you attempt to utilise such voucher code. In such an event, you cannot hold Makro liable for such Fixed Discount or Percentage Discount which you may have earned had the Coupon been utilised earlier.
12. Coupons cannot be exchanged or refunded for cash or any credit and no customer has any right to receive a Coupon.
13. A Coupon may not be transferred to any third party whatsoever and may be linked to a Customers online profile.
14. In the event that a Customer wishes to return any products purchased utilising a Coupon then the Customer shall be refunded the value of the product less the value of the Coupon.
15. Makro shall not be liable for any damage or loss which you, or any third party, may suffer as a result of any loss, unathorised usage or distribution of any Coupon.
16. In the event that the voucher code does not accurately reflect the Fixed Discount or Percentage Discount when you are makin g payment, then please contact +27 860 284 533 to ascertain if the Coupon is still valid. In the event that the Coupon is valid, then you will be entitled to cancel the order or utilise the Coupon on your next purchase, provided that the Coupon remains valid, has not expired or been cancelled by Makro.
17. You may, from time to time, be required to provide Makro with the original communication containing the voucher code together with such additional information which Makro may request from you.