Return & Exchange Policy

Last updated: 09 October 2026

We want you to feel confident about every purchase. Please check your item carefully when you buy it or when it arrives.

Our online store and retail stores operate together. Exchanges can be handled through both operating channels.

At a glance

• Eligible items can be exchanged within 7 calendar days.

• Exchanges are for the same product model in another available variation, such as a different size.

• The replacement must cost the same or more. If it costs more, you pay the difference.

• We do not offer refunds, store credit or vouchers for change-of-mind purchases.

• Items marked Final Sale cannot be exchanged.

• Damaged, defective or incorrect items are handled separately (see below).

Exchange period

Online purchases: 7 calendar days from delivery. The day your order is delivered counts as Day 1.

Retail purchases: 7 calendar days from the date of purchase.

Which items are eligible

To be eligible for an exchange, your item must:

• Be unused, unworn and in the same condition in which you received it

• Have all original tags attached

• Be in its original packaging, where applicable

• Come with valid proof of purchase (your order number for online purchases, or your original receipt for store purchases)

We may decline an exchange if the item does not meet these conditions.

What you can exchange for

• You can exchange an item for an available variation of the same product model, such as another colour or size.

• Same-priced item: no additional payment is needed.

• Higher-priced item: you pay the price difference.

• Lower-priced item: not accepted. Any remaining value is not given as cash, store credit or a voucher.

If your preferred variation is unavailable, we will let you know, and you can choose another eligible variation. If no eligible variation is available, we will hold your exchange until stock arrives or recommend other products to your needs.

Items that cannot be exchanged

• Items marked Final Sale

• Items that have been used, worn, washed or altered

• Items without their original tags

• Items without their original packaging, where packaging is required

• Items damaged after purchase through misuse, improper handling or normal wear and tear

How to exchange online

1. Email evercroz Customer Support at evercrozmy@actiontec-asia.com within 7 calendar days of delivery. Please include your order number, the product you bought, the variation you would like instead, and the reason for the exchange.

2. Wait for our approval and return instructions. Please do not send anything back before we approve your request, because items sent without approval may not be accepted.

3. Send the item back in its original packaging to the address we give you. Returns should be sent to: evercroz, B-LG2-2, Seri Gembira Avenue, Jalan Senang Ria, Taman Gembira, 58200 Kuala Lumpur, Malaysia.

4. Once we receive and inspect the item, we will send your replacement 7 business days.

How to exchange in store

Visit the same evercroz store where you bought the item within 7 calendar days of purchase. Please bring the item with its tags attached and your original receipt.

Store purchases cannot be exchanged at another evercroz store or through evercroz.com.

Shipping costs for exchanges

For a standard customer-requested exchange, you cover all shipping costs, including returning the original item and delivering the replacement.

If the item you received is incorrect, damaged on arrival or defective, evercroz covers the applicable shipping costs.

Damaged, defective or incorrect items

Please inspect your order as soon as it arrives. If you receive an item that is damaged, defective or different from what you ordered, contact evercroz Customer Support at evercrozmy@actiontec-asia.com within 7 days of delivery, and include:

• Your order number

• A description of the issue

• Clear photos or videos showing the problem (an unboxing video helps)

Our team will review your case and arrange the appropriate resolution. Where possible, we will replace the item with the same product. If the same product is unavailable, we may offer a replacement of equivalent value, subject to availability. 

Approved cases are handled at no shipping cost to you. Please do not use an item you believe is defective.

Faults that appear after this period may be covered by our Warranty & Claims policy.

Refunds

Under our standard policy, refunds are not provided for change-of-mind purchases or standard exchange requests.

Where a refund is approved (for example, for a damaged, defective or incorrect item that cannot be replaced, or where the law requires it), we will refund you to your original payment method within 30 business days. Your bank or payment provider may need additional time to show the refund.

Your legal rights

Nothing in this policy limits any rights or remedies you have under applicable Malaysian consumer protection laws.

Contact us

If you have any questions about exchanges, please contact:

evercroz Customer Support
Email: evercrozmy@actiontec-asia.com
Hours: Monday to Friday, 9:00 AM to 6:00 PM (excluding weekends and Malaysian public holidays)