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Online Returns & Cancellations

(Consumers please see section headed consumers for your additional rights)

 

RETURNS & WEEE

1. Makro aims to sell quality products but Makro is aware that sometimes you may need to return a product. You should check your items carefully upon delivery and before use or installation. You should also keep your receipt or order number, which can be found on your order confirmation or on the delivery note, as this can be used as proof of purchase in the event of any after-sales queries


2. If you are purchasing as a business, Makro makes the promises set out in clauses 3 and 4 which are part of Makro’s contract with you. In order to bring you better value, Makro excludes (as far as permitted by law) any implied warranty, condition or other term as to quality and fitness for purpose. For consumer purchases please see clause 8.


3. Makro will be pleased to give you a refund for any non-faulty non food product returned in fully resaleable condition (this includes the transport packaging (or reasonably suitable alternative), the original product packaging, seals and shrink wrap intact, together with any accessories sold with it within 28 days of the date of purchase together with your Makro receipt for the products.  If the goods are not in a suitable condition (as determined by Makro acting reasonably), Makro reserves the right to charge a restocking fee of £50 (excl VAT) plus 20% of the selling price of the goods. 

For hygiene and safety reasons, Makro regrets that it will not accept returns of food (except for Makro Quality brand), beverages, cosmetics, underwear, fireworks, cigarettes and earrings unless the products are defective.

Makro will not accept returns of products containing petrol. All petrol must have been removed from petrol fuelled products before they will be accepted by Makro.

If you have not returned the goods within 7 days of cancellation or when reasonably requested to do so by us, whichever occurs first, Makro can collect the goods from you at your cost. The charge for collection is £18 (inc VAT) and any non faulty goods must comply with these terms.  You will be required to pay either the cost of the returns postage or the £18 collection fee, and will not be reimbursed for these costs.

The following items cannot be returned/cancelled unless faulty:

- Goods which are likely to expire or deteriorate quickly (such as fresh food or beverages);

- Personalised or bespoke items;

- Unsealed items which cannot be returned for hygiene reasons, or unsealed computer software.


4. If a product you purchase from Makro goes wrong due to faulty workmanship and you contact the Makro helpline within 12 months of purchase Makro aims to have the product repaired free of charge and at the minimum of inconvenience to you. Faulty products must be accompanied by proof of purchase and all original components, manuals and packaging (where possible). All products which contain fuel must have the fuel emptied prior to return.


When you contact the Makro Customer Services team Makro will arrange for a qualified engineer to visit your premises to repair the product if economically appropriate. It may be that the product has to be taken away for repair within a reasonable period of time or it may be that a repair is not appropriate in which case Makro will discuss an alternative solution with you.


5. Makro is not responsible for reasonable wear and tear or where goods have been altered or repaired without Makro’s approval. If the problem is not due to workmanship, then you agree to be responsible for the reasonable costs of testing the product.


Important: you will be responsible for the costs of returning the goods to us unless Makro delivered the item to you in error or the item is faulty.


6. Waste Commercial Electrical Products: Purchasers of electrical and electronic equipment for use in the course of business (the “Product”) shall maintain suitable systems to ensure and be responsible for the cost of collection, treatment, recovery and environmentally sound disposal of the Product and any product the Product is intended to replace in accordance with the WEEE Regulations 2006. By purchasing the Product, any such purchaser agrees to these conditions and agrees to indemnify Makro against any liability it may incur as a result of a breach of this policy.

 

CONSUMERS

For the avoidance of doubt, a consumer is deemed to be someone who is not buying in the course of a business and who is buying goods of a type ordinarily supplied for private use.

 

7. Delivery: Unless otherwise agreed between us, delivery will be made as soon as possible and in any event with 30 days.

 

8. Risk of loss and damage of products passes to you when you receive the products.

 

9. Certain products are delivered direct from Makro’s supplier and can take longer than standard times above, an estimate of the delivery lead-time is shown on each product page. 

 

10. Delivery Charges: For deliveries to UK Mainland, Northern Ireland and Highlands & Islands, Makro’s standard delivery charge of £2.99 (inc VAT) would apply to orders of £60.00 or less (including VAT and delivery costs). This delivery charge is applicable until Monday 30th June 2014. Makro offers free delivery to these areas for orders over £60.00 (inc VAT) . 

 

11. For “Big & Bulky” items, as indicated by a "Big & Bulky” icon on the product page, a delivery charge of £42.00 (inc VAT) will apply. If you order more than one “Big & Bulky” item, then you will only pay 1 x £42.00 (inc VAT).

 

12. Your right to cancel an order:


12.1. In addition any other statutory rights that you may have, you have the right to cancel your order for non-faulty goods within 28 days after the date of delivery and receive a refund from Makro. To cancel, you must notify Makro  of your intention to cancel by email at customer.services@makro.co.uk or by telephone your intention to cancel within 28 days. Please either email or telephone Customer Services on 0161 7884 700 or complete the Consumer Cancellation Form attached (please click here). Makro will need the following information from you in your email regarding cancellation: 

 

 - The order number


 - details of the goods to be returned and the quantity

 

 

12.2. When you notify Makro, you will be given a returns authorisation number that you must quote on either the delivery note or order confirmation which needs to be enclosed with your returned goods. You will also be given an address to where the goods are to be returned.


The cost for returning the goods must be met by you unless the goods are faulty, incorrect or because of unsuitable substitution by Makro. To return the goods you can contact Makro to arrange for collection by Makro (at a time we reasonably specify), or you can post the goods. Goods must be returned within 28 days of the date on which you notified Makro of the cancellation. Unless you request that Makro collect the returned goods at a cost of £18 (inc VAT), the cost of returning goods despatched under a cancelled order at your expense. When placing the order you acknowledge and agree to meet these costs in the event you cancel the order.

 

12.3. The following items cannot be returned/cancelled unless faulty:

 

- Goods which are likely to expire or deteriorate quickly (such as fresh food or beverages);

- Personalised or bespoke items;

- Unsealed items which cannot be returned for hygiene reasons, or unsealed computer software.

 

12.4. The goods must be in the original packaging and unused. Goods that have been used cannot be returned to Makro and will be returned to you at your cost. Makro advises you to ensure that the goods are adequately insured and that you take reasonable care of the goods whilst they are in your possession. If the returned goods has been damaged by handling or whilst in your possession Makro reserves the right to deduct an amount which reflects the reduction in value of the item damaged and deduct this from any refund due. If you have not returned the goods within 14 days of cancellation or when reasonably requested to do so by us, whichever occurs first, Makro can collect the goods from you at your cost. The charge for collection is £18 (inc VAT). Makro reserves the right to deduct any delivery or collection cost it incurs on your behalf under these terms out of any amount due to you from Makro.


12.5. Where an order is cancelled before delivery of the item, Makro will refund the cost to you within 14 days of the date of cancellation.  Where goods have already been received by you  the refund will be issued within 14 days of the goods being returned to Makro or 14 days of receipt of evidence that the goods have been returned.

 

12.6. Refunds can only be in the form of the original method of payment. Original delivery costs are only refunded if the goods in question are returned due to an error made by Makro.

Consumers & Faulty Goods

 

13. If you are purchasing as a consumer, in addition to the service offered by Makro under clause 4 you also have rights regarding satisfactory quality and fitness for purpose of the goods included in the contract between you and Makro by the Sale of Goods Act 1979. Nothing in these terms affects any of your statutory rights which cannot, by law, be taken away from you.


14.  Any faulty goods can be returned to store accompanied by proof of purchase and all original components, manuals and packaging (where possible) and either a repair will be made or a refund will be issued.

 

Makro Customer Services: Before calling Makro, check the instruction manual, packaging and guarantee documents with the goods for the manufacturer’s customer helpline telephone number. The Makro Online Store Customer Service number is 0161 7884 700 or see Contact Us.

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