RETURN, REFUND & CANCELLATION POLICY

Last Updated: 1 January 2026

This Return, Refund and Cancellation Policy (“Policy”) governs all purchases made through the Makroy website, mobile applications, or any other platforms operated by Makroy (“Makroy”, or the “Platform”).

Makroy reserves the right to update or modify this Policy at any time. Any changes will be effective immediately upon posting on this page. By continuing to use Makroy, you agree to be bound by the latest version of this Policy along with our Terms & Conditions.

1. Definitions

• Buyer / Customer: Any individual or business entity purchasing products from Makroy.

• Seller: Makroy or any third-party seller offering products on the Makroy platform.

• Product / Item: Any product listed and sold on Makroy.

• Return: The process of sending back an eligible product in accordance with this Policy.

• Refund: The reimbursement of the amount paid for returned products, subject to deductions if applicable.

• Cancellation: A request made by the Buyer to cancel an order before it is shipped or delivered.

• COD (Cash on Delivery): Payment made at the time of delivery.

• Near-Expiry Product:

  • Shelf life over 1 year → less than 6 months remaining

  • Shelf life under 1 year → less than 25% remaining

2. Order Cancellation Policy

2.1 When Cancellation Is Allowed

• Orders can be cancelled before the status changes to “Ready to Ship.”

• Buyers may cancel delayed orders after 2 days past the estimated delivery date, and a refund will be initiated automatically.

• Seller or Makroy reserves the right to cancel any order without prior notice if required.

2.2 When Cancellation Is NOT Allowed

• Once an order is marked as “Ready to Ship”

• After the order has been delivered

• Orders placed with same-day delivery or express shipping

• Special bulk or made-to-order items unless agreed in writing

3. Bulk & Special Orders

• Cancellation of large-quantity or custom orders is not permitted unless explicitly approved in writing.

• If cancellation is approved after costs are incurred, Makroy reserves the right to deduct production, packaging, logistics, or supplier costs from any prepaid amount.

4. Return & Refund Eligibility

Products are eligible for return only if:

• The item was damaged, defective, or incorrect

• The product is unused, unopened, and in original packaging

• All accessories, manuals, and labels are intact

Non-Returnable Items

• Items marked “Non-Returnable”

• Custom-made products

• Perishable or hygiene-sensitive items (unless damaged or incorrect)

5. Return Timeframe

5.1 Consumable Items (Return within 24 hours)

Includes but not limited to:

• Food & beverages

• Dairy & bakery products

• Packaged fruits, vegetables, meat, seafood

• Ready-to-eat meals

• Pet food & live plants

5.2 Other Products

• Individual customers: Within 7 days of delivery

• Business customers: Within 24 hours of delivery

If no request is made within the stated timeframe, the order will be considered accepted.

6. How to Request a Return

1. Log in to your Makroy account

2. Go to My Orders → Order Details → Return Item(s)

3. Select reason, upload images, and submit request

4. Our team will arrange pickup within 2–3 business days

5. Refund will be processed after quality inspection

Note: Partial quantity returns are not allowed.

7. Refund Policy

• Refunds are issued to the original payment method

• COD refunds require valid bank details (COD fee is non-refundable)

• Processing time: 7–14 business days after approval

Makroy reserves the right to:

• Reject abusive or excessive return behavior

• Suspend or restrict accounts violating this Policy

8. Return Shipping Charges

• UAE Orders: Return pickup is free

• International Orders: Shipping handled by seller; charges may apply

• Documentation or customs fees are not covered by Makroy

9. Refund Rejection & Redelivery

• Returned items not matching original orders will be rejected

• Two redelivery attempts will be made

• Items uncollected for 30 days may be disposed of

10. Makroy Wallet Refunds

• Wallet refunds are processed instantly upon approval

• Wallet balance can be used only for future Makroy purchases

• Wallet funds are non-withdrawable

11. Click & Collect Policy

• Payments accepted via Card or COD only

• Orders must be collected at the selected time slot

• Products are considered accepted once collected

• Uncollected COD orders will be cancelled after 48 hours

12. Contact Us

For any questions related to returns, refunds, or cancellations, please contact our Customer Support Team via your Makroy account or official support channels.