Order Cancellation Policy

(Including E‑Commerce Orders, Online Payments and Payment Links)

  1. Purpose

This policy defines the conditions under which orders placed with MACS Automotive Air Conditioning (“MACS Automotive” / “MACS Auto”) may be cancelled, including orders paid via:

  • The MACS Automotive online portal (B2B customers).
  • Secure payment links facilitated by third‑party providers.

The policy aims to balance customer flexibility with operational, supplier and financial controls.

  1. Scope

This policy applies to:

  • Trade (B2B) account customers. Both, Payment Terms and COD.
  • Cash, COD and prepaid customers.
  • Orders placed in‑branch, telephonically, via email, what’s app, online portal or payment link.
  1. General Cancellation Principles
  • All cancellation requests must be submitted as soon as possible after order placement.
  • Cancellation is subject to order status, product type and payment status.
  • Once an order has been processed, picked, dispatched, or specially procured, cancellation may be restricted or declined.
  1. Cancellation Before Processing

Orders may be cancelled without penalty if:

  • The order has not yet been picked, packed or dispatched.
  • The goods are standard stocked items.
  • No special procurement has been initiated.

Where payment has already been received, a refund or credit will be processed in accordance with Section 8.

  1. Cancellation After Processing or Dispatch

Where an order has already been picked, packed or dispatched:

  • Cancellation is no longer guaranteed.
  • The request will be treated as a return, subject to the Returns and Refunds Policy.
  • Delivery, handling and return transport costs may apply.
  1. Non‑Cancellable Orders

The following orders cannot be cancelled once confirmed:

  • Special‑order, indent, buy‑out items, inter branch sourcing
  • Refrigerants once dispatched
  • Items procured specifically against a customer order
  • Orders already collected by the customer or courier
  1. E‑Commerce and Online Payment Cancellations

7.1 Online Portal (B2B Customers)

  • Orders placed via the MACS Online portal are binding once submitted.
  • Customers must contact their servicing branch immediately to request cancellation.
  • Portal submission does not guarantee cancellation if order processing has commenced.

7.2 Payment Links (Third‑Party Providers)

  • Payment links represent immediate confirmation of intent to purchase.
  • Once a payment link is successfully paid, the order is deemed confirmed.
  • Cancellation requests after payment will be assessed based on order status and product type.

MACS Automotive is not responsible for delays or errors caused by third‑party payment platforms.

  1. Refunds, Credits and Payment Reversals
  • Approved cancellations will normally be processed as a credit note.
  • Card or electronic refunds will be processed back to the original payment method where applicable.
  • Third‑party payment processing fees may be deducted where not recoverable.
  • Refund processing may take up to 14 business days from cancellation approval.
  1. Customer Responsibility

Customers are responsible for:

  • Verifying part numbers, quantities and application correctness before placing orders
  • Ensuring authority to place and pay for orders, especially via payment links
  • Prompt communication where cancellation may be required
  1. Consumer Protection Act (CPA)

Nothing in this policy limits a customer’s rights under the South African Consumer Protection Act (CPA) where applicable. CPA‑related cancellations will be handled in line with statutory requirements.

  1. Policy Governance

MACS Automotive reserves the right to:

  • Decline cancellations that fall outside this policy
  • Amend this policy at any time without prior notice

The latest version of this policy will apply at the time the order is placed.

MACS Automotive Air Conditioning
Supporting efficient order processing, secure digital payments and fair-trade practices.