Returns and policy | Makro Online Site
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Please note that returns logged for Online Exclusive items from 9 December 2021 may only be processed from 10 January 2022 when our sellers reopen. Where we are able to assist, we may only be able to offer refunds and no replacements or repaired items for approved returns.

Legal & Policies

Need Help?

Call us on 0860 600 999 or mail Our operating hours are 8AM-5PM (weekdays) and 8AM-4PM (Saturdays). You can also refer to our FAQs

Makro Returns Policy

We want you to be satisfied with every purchase you make, so our Returns Policy and process should give you great peace of mind. This policy forms part of the Makro Terms and Conditions. Makro is committed to operating in line with the Consumer Protection Act and all policies are subject to the applicable law.

If you have any questions, please contact us on 0860 600 999.

The returns process depends on the type of item

Our returns process depends on the kind of product you purchased and whether it was purchased online or in-store.

Makro Online items

You can request a return online, drop them off at your nearest Makro store for an assessment, or call us to arrange collection on 0860 600 999

Request a return online  here

Prepare your item for collection

Within 10 working days you will hear the outcome of an assessment

Stay informed of the progress of the return or refund online  here

Online Exclusive items

Online Exclusive items can only be returned online.

Online Exclusive Items are sold on behalf of third-party suppliers, so it may take up to 10 working days to provide a replacement or refund.

Unfortunately Makro stores are unable to process returns for Online Exclusive items. We will collect the items from you.

Request a return online  here

Prepare your item for collection

Within 10 working days you will hear the outcome of an assessment

Stay informed of the progress of the return or refund online  here

Makro Store items

Items bought in a Makro store can only be returned to a Makro store.

Our returns policy
Returns Policy within 14 days of delivery

If an item you have purchased isn't what you had in mind or for any reason does not meet your needs or expectations, we give you 14 days to return the item for a refund. The item must be in a resalable condition so you need to have the original packaging including all attachments, accessories and documentation, and the item must be unused and in original condition.

If you elect a refund, promotional free or bundled items that were part of the purchase must also be returned.

Returns Policy within 6 months of delivery

Should your product be faulty within the first 6 months of delivery, we will replace, repair or refund the item at no cost to you.

If you elect a refund, promotional free or bundled items that were part of the purchase must also be returned.

Returns Fees

Please note, for Makro Online items, if store collection was the original chosen fulfilment method for the online order you would like to return, there will be an additional charge incurred should you opt for us to collect the item from you.

Approved return requests for items purchased more than 14 days ago (returned under the 14-Day Returns Policy) or items returned after 6 months might incur collection, delivery and processing fees.

Returns Policy 6 months after delivery – Manufacturer and Extended Warranties
Should your goods be faulty 6 months after delivery, but still within the manufacturer or extended warranty period (should a warranty exist), Makro will send the goods to the manufacturer for assessment and the manufacturer will decide whether or not you have a valid claim and if so, the return will be resolved in line with the manufacturer or extended warranty policy. The manufacturer’s warranty will only apply to defects in the process of manufacturing the goods and will not apply in the following instances:
  • Damage caused by lightning or power surges
  • Damage caused by misuse or abuse to the goods
  • Goods used for a purpose other than the purpose for which they were manufactured
  • Goods used contrary to their instruction manuals
  • Accidental damage
Massmart Financial Services is an authorised financial services provider (FSP49726) and is mandated as an intermediary to sell Extended Warranty Insurance on behalf of Mutual & Federal Risk Financing Ltd (the “Insurer”).
If you have purchased Major Appliances or Electronic Equipment* with the Makrosure Extended Warranty, your Product is covered by both the manufacturer's warranty and Makro’s own Returns Policy to insure against possible future repair costs. This warranty will incept once the manufacturer’s warranty expires and extends the life of your guarantee.

Within 30 days of purchase you get:
  • Up to five years warranty from date of purchase (including the manufacturer's warranty)
  • Cover for the repair costs of faulty products
  • Cover for additional costs including call-out charges, parts, labour and VAT (there really are no hidden costs for you to pay)
The Extended Warranty only covers items for household use (office use not covered) and is a repair policy not a replacement policy. Replacement of the product will only happen if the item cannot be repaired and is at Makrosure’s sole discretion.
When purchasing any Warrantable Product** simply enquire about the extended warranty at your nearest Makro store.

For further information or to submit an Extended Warranty claim you may contact Makrosure on 0860 300 999

*Major Appliances or Electronic Equipment- must be a Warrantable Product. **Warrantable Product means any product to which an extended warranty can be added. These Products are determined by Makrosure and subject to change without notice.

If the goods become defective once the manufacturer or extended warranty has expired, Makro can assist you to have the goods repaired by acting as an agent on your behalf. The law requires the following in respect of repairs:
  • The manufacturer or its repairs agent must quote you first and you need to accept the quote before the repair can take place
  • The quote must include the supply and installation of replacement parts, as well as the labour costs
  • You must also give authorisation for diagnostic work in order to determine the scope of the required repairs. There may be an additional fee charged for this diagnostic work.
Unreturnable Items

Certain Products are excluded from the 14-Day Returns Policy due to hygiene reasons, applicable legislation or for reasons of cost efficiency. The goods Makro excludes from the 14 Day Returns Policy are:

  • Software, CDs, DVDs and pre-recorded videos are protected by copyright law. Unless there is a manufacturing defect in the goods, you can only return these goods if they are still in the original condition as sold and the packaging has not been opened yet.
  • Goods purchased by way of special arrangement or custom order will only be replaced if defective. Customers are encouraged to ensure that measurements and specifications of custom made blinds are 100% correct when ordering, as custom made orders cannot be refunded or exchanged if incorrect sizes were provided.
  • Perishable products in general cannot be returned due to the cold chain being broken.
  • Goods which are sold as red ticket goods, damaged, defective, used or repaired, where Makro disclosed these facts to you before you bought the goods.
  • Swimwear, underwear, shavers, toothbrushes and other health, beauty and personal care items
  • Books
  • Cigarettes

Once Makro has assessed a returned item and approved as a refund, you will receive your money back in the same manner in which you made your purchase from Makro:
  • Credit note
  • Electronic transfer directly into your account (5 to 10 working days due to COVID19 disruptions)
  • Cash (if the original payment was made in cash)
  • Credit card (by reversal back to your credit card and subject to banking delays)
  • Cheque – within one week of request and only once your original cheque has cleared
  • Gift card
Makro will refund a purchase for the exact amount paid less the following:
  • Credit note
  • Any TV licence fees due to the SABC (SABC process and requirement)
  • Any delivery costs already incurred by Makro
  • Any restocking fee for special orders