Delivery Policy

1. Delivery service and delivery areas can be divided into 2 parts as follows:
   1. Goods sold by Makro can check the delivery area by entering the delivery postal code. The system will notify you if you are outside the delivery area.
   2. Goods sold by other sellers, the delivery coverage will be nationwide or as specified by the seller or transport service provider.
2. Delivery person will only follow the outlines in this delivery policy.
3. Amendments and changes to the delivery location
   1. Goods sold by Makro will only be delivered to the address specified on the purchase order document. If a customer wishes to change or notify a different address, Makro reserves the right to suspend or cancel that order.
   2. Goods sold by other sellers will be delivered to the address specified on the document. In the event of an incorrect address notification, customers can contact the customer service department to inquire about address correction. Makro may be able to make address changes if the goods have not been delivered yet. However, Makro reserves the right to suspend or cancel that order.
4. For orders of goods sold by Makro, goods will be delivered by Makro's delivery service. Customers can choose time slots from the following delivery slots:
   1. Slot 1: Between 08:00 - 12:00.
   2. Slot 2: Between 12:00 - 16:00.
   3. Slot 3: Between 16:00 - 20:00.

For goods sold by other sellers, it will be delivered by the transportation service provider that sellers arrange. The delivery will follow the regular delivery rounds of the transportation service provider.

1. Delivery person will only handle deliveries at the designated delivery points at the delivery location. Makro does not allow the delivery person to bring deliveries inside the building for the safety and privacy of customers and other residents in the building.
2. For deliveries in office buildings, department stores, apartments, condominiums, or any other buildings, Makro will deliver only at designated delivery points of the building or its legal entity. The delivery persons will only deliver at drop-off points of the building or its legal entity.
3. In cases where customers request delivery persons to move or lift deliveries to locations other than those specified in points 5 and 6, delivery persons may consider assisting with moving the deliveries to agreed-upon positions within a flat distance of no more than 20 meters from the delivery truck. However, delivery persons may refuse to provide the aforementioned assistance if they deem the movement or lifting of the deliveries to be difficult or in a dangerous area.
4. In cases where the delivery truck cannot reach the designated delivery points specified in points 5 and 6, delivery persons may consider assisting with moving the deliveries to agreed-upon positions within a flat distance of no more than 20 meters from the delivery truck. However, delivery persons may refuse to provide the aforementioned assistance if they deem the movement or lifting of the deliveries to be difficult or in a dangerous area.
5. The delivery persons will not handle sorting the goods or unpacking the goods under any circumstances.
6. Makro does not have a policy of delivering goods with installation services, such as electrical appliances, unless stated in the goods details.
7. Conditions for inspecting and rejecting goods.
   1. For goods sold by Makro, you can thoroughly inspect the goods before signing the purchase order/delivery note. If any discrepancies are found, such as goods not matching the order, incomplete delivery, or damaged goods, please notify the Makro branch or refuse to accept the goods upon delivery. If the recipient signs for the goods on the purchase order/delivery note, it will be considered that the goods have been received in the specified quantity and in good condition.
   2. For goods sold by other sellers, the inspection conditions will follow the transportation service provider's specifications. If you notice any abnormalities in the external packaging, such as damaged or leaking packaging, you can refuse to accept the goods. Makro will then proceed to inspect the damage and initiate a refund or provide a replacement.
8. If the customer service staff cannot contact the customer within 3 days or as specified in the contact information provided by the customer, Makro reserves the right to cancel the order and proceed with a refund according to the conditions announced by Makro.

When will I receive my order and how can I check the delivery status?

For fast and accurate delivery, we kindly ask our customers to provide complete address details and a reachable contact number. Our staff will contact you before the delivery to confirm the details and ensure smooth delivery of the order.

1.) Goods under the operation of Makro Pro

You may not be able to check the status, but please be assured that our staff will deliver your order on the date and time you have picked. Our staff will contact you before delivering the order.

2.) goods from third-parties seller and goods delivered by other courier companies

Once the seller sends out the goods, there may be updates on the tracking number and the name of the delivery company in the order details. You can check the delivery status of the goods either in the application or by using the tracking number on the website of the respective courier company.

3.) goods delivered by the third-parties sellers

You may not be able to check the initial status, but nonetheless, the seller is obligated to deliver the goods according to the day and time specified on the order page.

The company reserves the right to deliver the goods only at the agreed location between the branch and the customer. No additional services will be provided, such as arranging goods for customer’s shops/stores or delivering goods to upper floors of the building.

If you have any other questions, please contact Makro Pro's customer service department.

Essential information for delivery address verification

1. Postal code and district or sub-district: Makro Pro's delivery team needs to distribute goods based on postal codes. If you enter an incorrect postal code, it may result in the goods being sent to the wrong distribution center and causing delays of delivery.
2. Address information: Such as house number, alley, street, sub-district, or landmarks. This ensures the speed and accuracy of goods delivery. (In cases where the delivery personnel cannot contact you before the delivery, they will attempt to deliver the goods to the address you have provided.)

3.) Contactable phone number: Makro Pro's personnel will try to contact you before the delivery to ensure that you are aware of the delivery status and able to plan for the delivery.

Shipping Cost Calculation

Makro PRO application has been developing our services by expanding our service areas and increasing the number of Makro PRO delivery vehicles. Makro PRO allows for a minimum spend of 3,000 baht per order for free delivery, effective from Wednesday, March 1, 2566 onwards.

For order amounts between 999 - 2,999 baht, there will be a 99 baht of delivery fee (with minimum spend of 999 baht per order).

Makro PRO Return Policy In the event that the goods have any issues or if you change your mind, you can request to return within 7 days from the delivery date. You can submit your request through our Makro PRO customer service via our contact channels, available here;

1. Makro PRO Call Center 1432 Press 2: Mon-Sun 06:00 a.m. – 24:00 a.m.
2. Makro PRO LINE ID @MakroPRO: Mon-Sun 06:00 a.m. – 24:00 a.m.

The conditions for returning goods to Makro PRO are;

Reasons for returning goods:

• The goods must not have been opened or used.
• Packaging must be in good condition.
• The goods must be in good condition with all tags and labels intact.
• Accessories and free items must be included.

Makro Pro reserves the right to exclude returns reason from a change of mind, according to the following conditions:

• Perishable items such as fresh food and frozen food will be considered for exchange, refund, and/or additional delivery on a case by case basis.
• Health-related items such as underwear and cosmetics will be considered for exchange, refund, and/or additional delivery on a case by case basis.
• Printed materials such as books, magazines, or goods with usage codes such as CD keys, subscription codes, in both printed and digital formats, including goods with warranty certificates or guarantees in printed or electronic form, will be considered for exchange, refund, and/or additional delivery on a case by case basis.
• Special discounted items or items with notified defects in the goods details will be considered for exchange, refund, and/or additional delivery on a case by case basis.
• For any additional inquiries or concerns, please contact our customer service department.

What should I do if I receive incomplete, incorrect, damaged, defective, or expired goods?

Makro Pro sincerely apologizes for any inconvenience caused. If you encounter any issues, please follow these steps:

• Contact our customer service as soon as possible through our contact channels, here.
• Our staff will guide you through the necessary steps and ask for details about the goods.
• Prepare photographs of the damage/defective/incorrect goods and provide detailed information about the damage. Then, send the information to our staff.
• Once we receive the information, our staff will assess the damage and arrange for replacement goods, goods exchanges, and/or refunds according to the value of the damage.

Makro Pro will strive to provide you with the best possible solution and ensure that you have confidence in our evaluation and compensation process. After receiving your request and details of the damage, we will take 3-5 business days to consider compensation. In the case of a refund, the timeline will depend on the payment method and can be found in the "Frequently Asked Questions" section under the search term "refund timeline." For goods delivery, the timeline will depend on the transportation provider and can take up to 7 business days.

Please note that our staff will assess compensation on a case-by-case basis, and we reserve the right to make the final decision. This is to protect your rights and ensure a prompt evaluation process. We kindly ask you to provide clear and accurate details of the damage.

What should I do if I receive an item which is not as advertised?

Makro Pro sincerely apologizes for any inconvenience caused. If you encounter any issues, please follow these steps:

1.  Contact our customer service department as soon as possible through the available channels.
   1. Makro PRO Call Center 1432 Press 2: Mon-Sun 06:00 a.m. – 24:00 a.m.
   2. Makro PRO LINE ID @MakroPRO: Mon-Sun 06:00 a.m. – 24:00 a.m.
2. Our staff will guide you through the necessary steps and ask for detailed information.
3. Prepare the photo of the item, as well as any relevant details. In order to protect your rights, provide information regarding the advertised item. Then, submit the information to our staff.
4. After reviewing the information, if it is found that the received item does not match the advertisement, our staff will initiate the return process.
5. Kindly follow the return instructions. Once the returned item is on logistic process, the refund will be proceeded, which may not require the item to be delivered status.
6. Our staff will consider removing the item from the platform and enforce our measures against the seller to prevent further issues.

Upon receiving your request and details of the not as advertised item, we will take 3-5 business days of the return consideration. The refund will be processed according to the payment method's terms and conditions. For more information, please refer to the "FAQ" and search for "How long does the refund take?"

Note: Our staff will handle compensation requests on a case-by-case basis, and we reserve the right to make the final decision. This is to protect your rights and ensure a prompt consideration. Please provide clear and accurate details of the not as advertised item.

Can I cancel my order after making a purchase?

After placing an order and successfully completing the payment, you can cancel your order by following these steps:

1. Contact our customer service department as soon as possible through the available channels.
   1. Makro PRO Call Center 1432 Press 2: Mon-Sun 06:00 a.m. – 24:00 a.m.
   2. Makro PRO LINE ID @MakroPRO: Mon-Sun 06:00 a.m. – 24:00 a.m.
2. Our staff will verify the situation and check the status of the seller's order preparation. If the seller has not yet confirmed the order, our staff will advise you to cancel the order yourself in the Makro PRO application.
3. If the order has already been shipped, please refuse to accept the delivery from the courier. The courier will then notify Makro PRO, and the refund will be processed according to the payment method’s terms and conditions. For more information, please refer to the “FAQ” and search for “How long does the refund take?” Additionally, if you have received the goods, you can return it according to the above-mentioned instructions.
4. In case of the order placement and payment process are not successful within the specified time, the system will automatically cancel the order. However, there will be no refund as no payment has been made. The system will promptly notify you of the payment status after you have made the payment. If you encounter any issues, please contact our customer service department for further assistance.

How long does the refund take?

The refund process will be initiated after your request for a return and/or refund has been approved (you can refer to the above information regarding the return and refund process). We will refund the payment for the items through the payment method you used, such as refunding the amount back to the credit card used for the transaction.

The duration for the refund process depends on the terms and conditions set by the payment service provider. You can refer to the information provided in the table below.

Note: For refunds via bank transfer, the staff may contact you to request bank account information or advise you to fill the information in Makro Pro App for the refund. The payer's name must match the account name for the refund. The refund timeframe for bank transfer will begin from the date the system receives your bank account information.

What should I do if my tax invoice is incorrect?

1.) For goods sold and delivered by Makro

You can contact Makro's customer support to coordinate the correction of your tax invoice. Please keep the original incorrect tax invoice and deliver it to the branch that handled the delivery of your goods.

Once the correction is completed, you will receive a new tax invoice. This process may take up to 14 days, and we will try our best to expedite it as quickly as possible. We apologize for any inconvenience caused.

2.) For goods sold and delivered by other stores

Please check the conditions for correcting the tax invoice. You can contact Makro's customer support to coordinate with the store in correcting your tax invoice. Please keep the original tax invoice for the next steps in the correction process.

Please note that Makro's customer support may request necessary documents for correcting the tax invoice, as follows:

• For individuals, a copy of the ID card, driver's license, or government officer card of the applicant must be submitted.
• For companies, a copy of the VAT registration certificate (Phor.Por.20) must be submitted.

Conditions for editing/correcting tax invoices include:

1. The tax invoice must be corrected within 30 days from the date of issuance.
2. Changes can only be made in cases where the taxpayer's name, address, taxpayer identification number, business establishment were misspelling, incompleteness, or have changed.
3. It is not possible to change both the taxpayer's name and taxpayer identification number simultaneously.

Conditions for using Makro PRO discount codes:

1.) You can use the discount code or Makro PRO points to pay for your purchases when ordering goods through the Makro PRO application and at Makro stores nationwide.

2.) You cannot exchange the discount code or Makro PRO points for cash.

3.) You can use the discount code or Makro PRO points as a discount when purchasing goods through the Makro PRO application and at Makro stores nationwide, according to the specified conditions provided in the message sent, including:

• Limited number of uses.
• Minimum order amount.
• Validity period.

The company reserves the right to cancel or modify the conditions without prior notice. For further information, please contact the Makro PRO customer support at 1432 press 2 or Line @MakroPro, we operate every day from 06.00 a.m. to 24.00 a.m.

How can I change the phone number for my Makro membership card?

If you want to change the phone number you registered under your Makro membership card, you can request to change it by contacting the Makro Personal Data Protection Service Center at 1432, press 1. Operating hours are Monday to Friday from 08.00 a.m. - 18.00 p.m. except public holidays.

Privacy Policy

1). You can check the privacy policy under Privacy Settings option in Makro Pro Application.

2). You are able to exercise your rights under the Personal Data Protection Act by editing some of your own information under the Makro PRO application as follows:

• Request to change password.
• Edit personal information such as name, address, email, and phone number.
• Check your purchase history.
• Change consent for personal data.

3). If you are unable to perform the actions in step 2, you can fill out the form here. We will process your request as soon as possible.

4). Additionally, you can also make changes to access your personal data by following these steps:

• Go to the Makro PRO application and sign in.
• Go to "More" and select "Privacy Setting".
• You can then choose to give consent for specific purposes.

The system will automatically process your request within 14 business days.