Returns & Refunds Policy

Machav is the trading name of eComCloud Limited, a New Zealand company.

Effective Date: 15 October 2025 Last Updated: 14 September 2026

This Returns & Refunds Policy explains when products purchased from Machav may be returned, replaced or refunded.

Machav may use third-party suppliers, manufacturers, wholesalers, fulfilment providers and logistics providers to fulfil customer orders. Where Machav is the seller to the customer, these arrangements do not transfer Machav's customer-facing responsibilities to the customer.

Nothing in this policy limits or excludes any rights or remedies that cannot lawfully be excluded under the Consumer Guarantees Act 1993 (CGA) or other applicable New Zealand law.

1. 7-Day Change-of-Mind Returns

Machav offers a voluntary 7-day change-of-mind return policy for eligible products.

Customers may request a change-of-mind return within 7 calendar days after the product is delivered.

To qualify, the product must generally be unused, in resalable condition and returned with its original packaging, accessories and components where applicable.

Some products may be excluded from this voluntary change-of-mind policy, including personalised, customised, made-to-order, perishable or hygiene-sensitive products, where permitted by law.

For change-of-mind returns, the customer is responsible for reasonable return shipping costs where permitted by law.

Refunds will be processed after Machav receives and assesses the returned product.

This voluntary 7-day change-of-mind policy does not limit or replace any rights available to customers under the Consumer Guarantees Act 1993 or any other applicable law.

2. Products Excluded from Change-of-Mind Returns

Change-of-mind returns may not be available for products that:

• are personalised, customised or made to your specifications;
• are made-to-order where cancellation or return is not reasonably possible;
• are perishable;
• are sealed products that are unsuitable for return for health, hygiene or safety reasons once the seal has been opened;
• are digital products or downloadable content that has been supplied, accessed or used, where permitted by law;
• have been substantially used, damaged, altered or modified after delivery;
• cannot reasonably be returned due to their nature; or
• are otherwise identified as non-returnable before purchase.

Any applicable exclusion will be disclosed on the relevant product page or otherwise before purchase where reasonably practicable.

These exclusions apply only to our voluntary change-of-mind policy and do not limit any statutory rights you may have under the CGA.

3. Faulty, Damaged, Incorrect or Misdescribed Products

If a product is:

• faulty or defective;
• unsafe;
• not of acceptable quality;
• not fit for its intended or agreed purpose;
• materially different from its description;
• incorrect or different from what you ordered;
• damaged before or during delivery; or
• otherwise fails to meet a guarantee or obligation under applicable law,

please contact Machav as soon as reasonably practicable.

You should provide your order number and, where useful, photographs or other information showing the problem.

Machav will assess the issue and provide the remedy required under applicable law.

Depending on the circumstances and the nature of the problem, the remedy may include:

• repair;
• replacement; or
• refund.

Where the CGA provides you with a right to reject the product and obtain a refund or replacement, Machav will honour that right.

The CGA provides minimum guarantees for products sold by businesses trading in New Zealand, including guarantees relating to acceptable quality, fitness for purpose, description, safety and delivery.

4. Serious or Major Product Problems

Where a product failure is of a kind that gives you a statutory right to reject the product under the CGA, you may be entitled to:

• reject the product and receive a refund;
• reject the product and receive a replacement of the same type or an agreed alternative where permitted; or
• keep the product and seek compensation for the reduction in value, where applicable.

The remedy available will depend on the circumstances and the requirements of the CGA.

Machav will not use this voluntary 7-day change-of-mind policy to restrict a statutory remedy available to you.

5. Minor Product Problems

Where a product has a problem that is minor and can reasonably be remedied, Machav may choose an appropriate remedy permitted by the CGA, which may include:

• repairing the product;
• replacing the product; or
• providing a refund.

Any remedy required under the CGA will be provided within a reasonable time and without unreasonable cost to the customer.

6. Products Damaged or Misused by the Customer

Machav is not required to provide a remedy under the CGA where the problem was caused by the customer's misuse, accidental damage, intentional damage, unauthorised modification, failure to follow reasonable instructions, or other conduct for which the customer is responsible.

This does not prevent Machav from offering a goodwill remedy where appropriate.

7. Change-of-Mind Return Shipping

For an eligible change-of-mind return, the customer is generally responsible for the reasonable cost of returning the product to Machav or to the return location specified by Machav.

Machav will provide return instructions after approving the return request.

For products that are faulty, damaged, incorrect, unsafe or otherwise covered by a statutory remedy, Machav will handle return costs in accordance with the applicable legal requirements.

Machav will not require a customer to bear costs that Machav is legally required to cover.

8. How to Request a Return

To request a return, contact:

Email: [email protected]

Please provide:

• your order number;
• the name of the product;
• the reason for the return;
• photographs or other evidence where relevant; and
• any other information reasonably required to assess the request.

For change-of-mind returns, please contact us within 7 days of delivery.

For faulty, damaged, incorrect or otherwise defective products, contact Machav as soon as reasonably practicable after discovering the issue.

Contacting Machav promptly helps us investigate and resolve the issue efficiently, but a statutory right is not automatically lost merely because you did not contact us immediately.

9. Return Approval

For change-of-mind returns, Machav may require the return request to be approved before the product is sent back.

Do not send a product to a supplier, manufacturer or third-party fulfilment provider unless Machav specifically instructs you to do so.

Machav may provide a return address or other return instructions depending on the product and fulfilment arrangement.

This helps us ensure that your return is processed correctly.

10. Refunds

Where Machav approves a refund, we will generally refund the amount payable to the original payment method used for the purchase, subject to applicable law and the circumstances of the return.

For change-of-mind returns, Machav may deduct or exclude any amount that the customer is reasonably responsible for under this policy, such as permitted return shipping costs.

For refunds required under the CGA, Machav will comply with the applicable statutory requirements.

We will not substitute store credit for a statutory refund where the law requires a refund.

11. Refund Processing Time

Once Machav has received the returned product and completed any necessary inspection, we will process an approved refund within a reasonable period.

The time taken for the refund to appear in your account may also depend on your bank, card issuer or payment provider.

Where a refund is required under the CGA, Machav will process it in accordance with the applicable legal requirements.

12. Original Packaging

For a voluntary change-of-mind return, Machav may reasonably require the product to be returned with its original packaging, accessories and included materials where this is necessary to assess or resell the product.

However, Machav will not use an original-packaging requirement to unlawfully restrict a customer's statutory rights under the CGA.

For example, a faulty product does not automatically lose its statutory protections simply because its original packaging is no longer available.

13. Sale and Discounted Products

Products purchased during a sale or promotional period remain subject to the applicable consumer guarantees and other statutory rights.

Machav may specify that certain products are excluded from its voluntary change-of-mind return policy, provided those exclusions are clearly communicated before purchase.

A discount or promotional price does not, by itself, remove statutory consumer rights.

14. Gift Purchases

Where an eligible product was purchased as a gift, the original purchaser may generally need to initiate the return or provide appropriate proof of purchase.

Any change-of-mind refund will generally be made to the original payment method unless Machav agrees otherwise.

Statutory rights relating to faulty, unsafe, misdescribed or otherwise non-compliant products remain unaffected.

15. Delivery Problems

If your order:

• does not arrive;
• arrives damaged;
• arrives substantially later than the agreed or reasonable delivery timeframe; or
• contains the wrong product,

please contact Machav at [email protected].

Machav will investigate the issue with the relevant supplier, fulfilment provider or delivery provider and provide the remedy required under applicable law.

Customers should not be required to resolve a delivery or product problem directly with Machav's third-party suppliers.

16. Third-Party Suppliers and Fulfilment Providers

Machav may use third-party suppliers and fulfilment providers, including providers located outside New Zealand.

These arrangements do not change the customer's relationship with Machav where Machav is the seller of the product.

You should contact Machav, rather than an overseas supplier or fulfilment provider, regarding:

• returns;
• refunds;
• faulty products;
• damaged products;
• incorrect products;
• delivery problems; or
• other customer-service issues relating to your Machav order.

Machav may coordinate with its suppliers and fulfilment providers internally to investigate and resolve your request.

17. Manufacturer Warranties

Some products may include a manufacturer's warranty or other additional warranty.

A manufacturer's warranty may provide additional rights or benefits, but it does not replace or reduce any rights you have under the CGA where the CGA applies.

Where appropriate, Machav may assist with coordinating a manufacturer's warranty claim.

18. Proof of Purchase

Machav may request reasonable evidence of purchase, such as:

• order number;
• invoice;
• receipt;
• payment record; or
• other information that reasonably identifies the transaction.

We may also request photographs, videos or other evidence where this is reasonably necessary to assess a reported product problem.

19. Consumer Guarantees Act

Nothing in this policy limits, excludes or modifies any rights or remedies that cannot lawfully be limited, excluded or modified under the Consumer Guarantees Act 1993 or any other applicable New Zealand law.

Where a product does not meet a consumer guarantee, Machav will provide the remedy required by law.

The CGA generally does not provide a remedy merely because a customer changes their mind, but Machav voluntarily provides the 7-day change-of-mind return policy described above.

20. Fair Trading Act

Machav aims to provide accurate product descriptions, pricing, delivery information and other information about its products.

Nothing in this policy limits any rights available to customers under the Fair Trading Act 1986 or other applicable law.

21. Contact Us

For returns, refunds or product issues, contact:

Machav Trading name of eComCloud Limited 2/271 Ormiston Road Flat Bush, Auckland 2019 New Zealand

Email: [email protected]

Please include your order number in your communication where possible.

22. Policy Changes

Machav may update this Returns & Refunds Policy from time to time.

The version published on the Machav website will apply to purchases made after the applicable effective date, subject to any rights that cannot legally be changed or excluded.

Last Updated: 14 September 2026