- Legal and policies
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.
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.
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.
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.
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.
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 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.
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.
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.
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
A delivery fee will be charged for each delivery order placed by you. Makro delivers from Monday to Friday, 08h00 till 17h00 and does not deliver on a Saturday, Sunday and any South African public holiday. Items are delivered in 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.
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. If your chosen store has the items in stock you can collect the order in 2 (two) to 5 (five) working days. To collect instore, place your order online as normal and select the "store collection" option instead of entering your delivery details.
Products may only be picked up from your chosen store upon presentation of a valid proof of identity and the collection notice, which can be printed once your payment is complete. Please ensure that the person you have named to pick-up the order presents one of the following forms of identification:
- South African ID; or
- South African driver's licence; or
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.
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.
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 eBucks.
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.
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.
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
By using this site, you agree to Makro’s Privacy and Cookies Policy. A cookie is a piece of information that is deposited on your computer's hard drive by your web browser when you use Makro’s 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 Makro’s Website. The information that Makro collect and may share with Makro’s advertisers is anonymous and not personally identifiable. It does not contain your name, address, telephone number or email address.