How can I complain about a defective product?

1. If you feel that the goods you have purchased from us are not in order, please let us know immediately. Please bear in mind that you are buying from us as a businessman and therefore we are not covered by Act No. 634/1992 Coll., on Consumer Protection. But don't worry, we will also give you a 2year guarantee on the goods, unless otherwise stated on the invoice, packaging or instructions (especially food with a limited shelf life). 

2. You can complain about the goods at any of our MAKRO Cash & Carry ČR s.r.o. (hereinafter referred to as "macro") stores in the Czech Republic.

3. In order to accept your claim, we will need your customer card and invoice. Can't find your invoice? No problem, our staff will be happy to look it up in the system, but it may take some time. Your smile and patience will certainly make the search easier.

4. Please bring your goods to us complete and clean. This will avoid the risk of the goods not being accepted for return. If you also have the original packaging, we will all find it easier to handle the product and reduce the risk of possible damage, for example on the way to the service.

5. We will always do our best to ensure that your claim is dealt with as soon as possible. If we cannot make a decision immediately, we will deal with the claim within 30 days unless we agree otherwise together.

6. Once we have assessed the complaint, we will contact you. You will need your customer card and the complaint report to collect it. We will be happy for you to collect the settled claim as soon as possible.

7. If you are still unsure why your claim has not been accepted, ask the customer service officer to write a query to the regional claims officer who will be happy to explain or email us at info@makro.cz. 

8. We have slightly different rules for claims for goods purchased at our macro petrol stations. All the necessary information can be found in the complaints policy for purchases at macro service stations. This is available at each petrol station or on request at the customer service desk of a macro store or here.

9. If you have any questions or comments about a complaint, you can contact us at the customer service desks or by calling +420 281 083 083 or emailing reklamace@makro.cz.

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