How to manage returns

How to manage returns

Managing Returns on Makro Marketplace

Effectively managing returns is essential to maintaining customer satisfaction and protecting your business on the Makro Marketplace. This guide walks you through the key policies, types of returns, the process, and how to respond to return requests.

1. Makro Returns Policy

🔗 Access the full Makro Returns Policy

We recommend reviewing the Makro Returns Policy, along with other relevant online retail policies, to ensure full compliance with marketplace standards.

Makro offers customers a hassle-free 14-day return period, promoting confidence and satisfaction with every purchase.

2. Types of Returns

Understanding the return reason is crucial for handling requests correctly. The following are the most common return types:

  • Damaged on Arrival – The product is delivered in a defective or damaged condition.
  • Incorrect Product Shipped – The wrong product or variant was sent to the customer.
  • Changed Mind / Dissatisfaction – The customer no longer wants the product.
    • Item must be unused and in sellable condition. A refund will be processed.
  • Item Not Working / Faulty – Product malfunctions or does not perform as expected.
  • Incorrect Item Ordered – Customer ordered the wrong item.
    • Item must be unused and in sellable condition. A refund will be processed.
  • Item Incomplete / No Product Delivered – The product is missing parts or was not delivered. A refund will be processed.
  • Expired Items – Product received past its expiry date.

3. Returns Process

Note: Please review the Additional Considerations section at the end of this article for important information on early refunds and return fees.

Step 1: Return Notification

You will receive an email from marketplace.returns@massmart.co.za with the details of the return.

Step 2: Await the Returned Product

Wait until you have physically received the item before assessing the return.

Step 3: Courier Collection from Customer

Makro will arrange for a courier to collect the product from the customer.

  • Up to three collection attempts will be made (one per day).
  • If all attempts fail, the return will be rejected, and the customer will not be refunded.

Step 4: Courier Delivers to You

Once collected, the courier will deliver the item to your premises.

  • You must accept the item from the courier.
  • Do not return it with the courier or reject the delivery.
  • Taking receipt of the item is essential for the process to proceed.

Step 5: Assess the Return

Once you receive the item, you have 2 business days to assess and respond by either:

  • ✅ Accepting the Return – We will proceed to refund the customer.
  • ❌ Rejecting the Return – Only if there is sufficient justification and evidence (see next step).

If no response is received within 2 business days, the return will be automatically accepted, and the customer will be refunded.

Step 6: If You Reject the Return

To reject a return, you must email marketplace.returns@massmart.co.za within 2 business days with your supporting evidence. This must include:

  • A clear written explanation
  • At least one of the following:
    • Technical report
    • Photos
    • Video evidence
  • A supporting letter written on your official company letterhead clearly outlining why the product is not eligible for return

Example: For an Item Not Working / Faulty return, the item is fully functional, and there is no fault present.

Step 7: Outcome After Rejection (If Approved)

If your rejection is accepted:

  • The item may be returned to the customer, or
  • You may be eligible to submit a claim for reimbursement

Click here to read "How to Submit a Claim" article

Additional Considerations

  • Early Refunds:
    Sometimes, we may refund a customer before the returned product is received.

    • Courier Loss: If the courier loses the item en route to the customer, we will refund the customer and email you with instructions to raise a claim.
    • Customer Non-Collection Cases: In certain cases, we choose to refund the customer and not collect (due to the value of the item) – in this case, Makro will communicate this to you.

  • Return Fee:
    A return fee is applied per returned unit. This fee is charged at the same rate as the fulfilment fee. For more details, please refer to our Transport Fee Article.