Grievance, Complaints & Redressal Policy
Grievance, Complaints & Redressal Policy
Effective Date: 15 October 2025 Last Updated: 14 September 2026
Machav aims to handle customer complaints fairly, efficiently and transparently.
Machav is the trading name/branch of eComCloud Limited.
1. What You Can Complain About
You may complain about:
- faulty products;
- defective products;
- damaged products;
- incorrect products;
- missing products;
- delivery;
- refunds;
- returns;
- payments;
- product descriptions;
- pricing;
- customer service;
- website issues;
- privacy;
- misleading information; or
- any other Machav service.
2. How to Complain
Email:
Where possible, provide:
- name;
- order number;
- email;
- product;
- description of the issue;
- relevant dates;
- photographs or evidence;
- preferred resolution.
Do not send passwords or complete payment-card numbers.
3. Supplier Complaints
Customers should contact Machav, not the supplier, regarding products purchased from Machav.
Machav may contact the supplier, manufacturer, fulfilment provider or carrier internally to investigate and resolve the matter.
The customer's rights are not dependent on the customer pursuing the supplier directly.
4. Investigation
Machav may review:
- order records;
- payment records;
- supplier records;
- fulfilment records;
- tracking;
- product information;
- customer communications;
- photographs and other evidence.
5. Resolution
Depending on the circumstances, Machav may provide:
- explanation;
- correction;
- repair;
- replacement;
- refund;
- partial refund;
- cancellation; or
- another remedy required or permitted by law.
6. Consumer Guarantees Act
Where the Consumer Guarantees Act applies, Machav will assess the complaint against the applicable statutory guarantees and remedies.
Nothing in this policy excludes or limits rights that cannot legally be excluded.
7. Privacy Complaints
Privacy complaints should be sent to:
8. Escalation
If you are dissatisfied with our response, you may request further review.
Where applicable, you may also have access to external dispute-resolution mechanisms such as the New Zealand Disputes Tribunal.
9. Contact
eComCloud Limited trading as Machav 2/271 Ormiston Road Flat Bush, Auckland 2019 New Zealand