7. RETURNS & WEEE
7.1 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
Makro must be notified of any damaged goods within 72 hours of delivery.
7.2 If you are purchasing as a business, Makro makes the promises set out in clauses 7.3 and 7.4 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 see clause 7.5 and 7.6)
7.3 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. CDs, DVDs, videos, books and software will only be exchanged for the same title and must be accompanied by your original Makro receipt.
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 £15 (excl 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 £15 collection fee, and will not be reimbursed for these costs.
7.4 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.
7.5 If you are purchasing as a consumer, in addition to the service offered by Makro under clause 7.4 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. 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. If you are not buying as a consumer Makro only give the warranties in clauses 7.3 and 7.4.
7.6 If you are purchasing as a
consumer, in addition to your rights under clause 7.4 and any other statutory
rights that you may have, you
have the right to cancel your order for non-faulty goods within 7 days after
the date of delivery and receive a refund from Makro. To cancel, you must notify Makro by email
firstname.lastname@example.org of your intention to cancel within this time and
Makro will need the following information from you:
- The order number
- The Goods to be Returned and Quantity
- The reason why the goods are being Returned
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, hand over the goods at the returns desk in your local Makro store, contact Makro to arrange for collection by Makro (at a time we reasonably specify), or you can post the goods.
Makro will accept back goods
- Incorrectly Ordered; or
- Surplus to your Requirements.
The goods must be in the original packaging and unused / unopened. Goods that have been used or opened will be refused and 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.
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.
When the Makro returns desk receives the goods back and has checked that they conform to these terms, Makro will issue a refund. This can take 7-10 working days from receipt of the goods. If the goods are not in a suitable condition (as determined by Makro acting reasonably), Makro will not be obliged to give you a refund and will return the goods to you at your cost or destroy them after 28 days if they remain unclaimed by you.
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 £15 (excl 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.
7.7 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 .
7.8 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.
7.9 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.
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