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Legal & Policies

Need Help?

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

Returns Policy and Extended Warranties

We want you to be satisfied with every purchase you make. If an item you purchased arrived broken, is faulty or isn't what you had in mind, we're here to help, subject to the below terms.

This policy forms part of the Makro Terms and Conditions. Makro are committed to operate Makro’s business in terms of the Consumer Protection Act and all policies are subject to the applicable law.

 

 

14 Days Exchange and Refund Policy

We will refund or exchange most goods if you return them within 14 days of purchase, provided:

  • it is in its original packaging and condition, including all attachments, accessories and documentation;
  • it is unused

Returns and exchange requests for items purchased more than 14 days ago might incur collection, delivery and processing fees. However, goods that show a manufacturing defect within the first 6 months of purchase will be repaired, replaced or refunded at no cost to you. See Repairs and warranties.

If you purchased these goods on your own Makro card you don’t need to provide your original invoice, Makro will find it for you.

 

Unwanted Goods

  • Unsuitable for purpose

If you indicated a particular purpose for which you intend using the goods to a salesperson who confirmed that you will be able to use the goods for that purpose, you may return the goods within 10 working days after you purchased them if it turns out that the goods are not suitable for the purpose you anticipated and indicated to the salesperson. Subject to Makro’s rights in law to charge you for use and to get the goods fit for re-stocking, Makro will give you a refund

You may bring the item back to the store for an exchange or contact Makro’s Online Support Centre on 0860 600 999 to make arrangements for the collection of the item. Promotional free or bundled items that were part of a purchase must also be returned. Please note that there will be collection.

  • Incorrect item delivered

Should an item be incorrect, please contact Makro’s Customer Support Centre on 0860 600 999 to arrange for the earliest convenient collection date. Once returned to the store, the Product will undergo an assessment following which, the correct item will be dispatched. Promotional free or bundled items that were part of a purchase must also be returned.

 

Defective or Damaged Goods

If your goods turn out to be defective within the first 6 months after you received them from us, Makro will repair them, replace them or give you a refund. Products may be returned to your nearest Makro store or alternatively Makro can help you to arrange a third party courier by calling 0860 600 999. The courier service will be charged at the going rate for your area and Product specifications. Please note that it may not be possible to determine in-store whether goods have been damaged or what the cause of a failure or defect may be. This is important as it determines whether the goods may be repaired, replaced or refunded. Accordingly, Makro reserve the right to refer returned goods for technical assessment by the manufacturer or authorised service centre prior to repairing, replacing or refunding and to provide you with feedback within 10 days of receipt of the returned goods and to act accordingly. Makro may arrange for the assessment to take place at your home in the case of large appliances.

If your goods show a defect after the initial 6 month period, but still within the manufacturer’s warranty period, Makro will send the goods to the manufacturer for repair and the manufacturer will decide whether you have a valid claim and if so, whether they will repair or replace. If the goods become defective once the manufacturer’s warranty has expired, Makro can arrange with the manufacturer or its agents to repair them. No repairs will be done without you approving a quotation first.

Should an item be damaged or defective, please contact Makro’s Online Customer Support Centre on 0860 600 999 immediately to arrange for the earliest convenient collection date. Please make a note on the delivery waybill of damages as well. Once returned to the store, the Product will undergo an assessment following which a decision be made on the replacement of the item. Promotional free or bundled items that were part of a purchase must also be returned.

 

Un-returnable Items

Certain Products are excluded from the 14 day exchange or refund policy due to hygiene reasons, applicable legislation or for reasons of cost efficiency. The goods Makro exclude from the 14 day return and exchange 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 goods that are returned beyond their expiry dates
  • 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 personal care items
 

Refunds

Once Makro have assessed a returned item and approved a refund, you will receive your money back in the same manner in which you purchased it from Makro:

  • Credit note
  • Electronic transfer directly into your account (5 to 7 days)
  • 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 is 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,
  • any delivery costs already incurred by Makro,
  • any restocking fee for special orders

Products may be returned to your nearest Makro store or alternatively Makro can help you to arrange a third party courier by calling 0860 600 999. The courier service will be charged at the going rate for your area and Product specifications. Please note that it may not be possible to determine in-store whether goods have been damaged or what the cause of a failure or defect may be. This is of importance as it determines whether the goods may be repaired, replaced or refunded. Accordingly, Makro reserve the right to refer returned goods for technical assessment by the manufacturer or authorised service centre prior to repairing, replacing or refunding and to provide you with feedback within 10 days of receipt of the returned goods and to act accordingly. Makro may arrange for the assessment to take place at your home in the case of large appliances.

If your goods show a defect after the initial 6 month period, but still within the manufacturer’s warranty period, Makro will send the goods to the manufacturer for repair and the manufacturer will decide whether you have a valid claim and if so, whether they will repair or replace. If the goods become defective once the manufacturer’s warranty has expired, Makro can arrange with the manufacturer or its agents to repair them. No repairs will be done without you approving a quotation first.

Should an item be damaged or defective, please contact Makro’s Customer Support Centre on 0860 600 999 immediately to arrange for the earliest convenient collection date. Please make a note on the delivery waybill of damages as well. Once returned to the store, the Product will undergo an assessment following which a decision be made on the replacement of the item. Promotional free or bundled items that were part of a purchase must also be returned.

 

Repairs and Warranties

If you have purchased a Product which is defective within its warranty period, please notify us as soon as reasonably possible after you become aware of the defect. Please take proper note of any terms or instructions that accompany your goods.

After the 6 months' statutory warranty has expired, some Products have an extended warranty. These warranties are usually stated in the Product brochure, and may be subject to the manufacturer's specific terms and conditions.

 

Manufacturers’ Warranties Conditions

Appliances, computers and sporting equipment

  • Goods that show a manufacturing defect within the first 6 months of purchase will be repaired, replaced or refunded. Makro can book a service call with the supplier on your behalf, if you phone in and request us to do this
  • Defects that develop after 6 months may be repaired, replaced or refunded at the manufacturer’s election, and subject to the relevant manufacturer’s policy or extended warranty
  • The nature of the goods (size, technical specifications, etc.) often dictates where the repair will take place. For example, on site or at the manufacturer’s premises

Consumables

  • Goods that show a manufacturing defect within the first 6 months of purchase will be repaired, replaced or refunded. Makro can book a service call with the supplier on your behalf, if you phone in and request us to do this

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
 

Extended Warranties

Masstores (Pty) Ltd trading as Makro SA is an authorised financial services provider (FSP5649) 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 guarantee 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 guarantee);
  • Cover for the repair costs of faulty Products;
  • Cover for additional all 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.

 

Out of Warranty Repair

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