How the warranty works

• Standard warranty: 1 year from the date of purchase

• Member warranty: an additional 1 year, for up to 2 years in total. To qualify, you must register an evercroz customer account upon purchase using the same email address or phone number you used when buying. Newsletter subscriptions do not count as membership.

• Warranty period after replacement: an approved replacement does not restart or extend the original warranty period unless we say so.

What's covered

The warranty applies to eligible products bought from evercroz.com or an evercroz store, including bags, accessories, drinkware and apparel. It covers manufacturing defects in materials, workmanship or product function under normal use.

Bags and carry products

• Zipper malfunction or failure not caused by misuse

• Strap failure under normal use

• Compartment or structural defects caused by a manufacturing issue

• Other manufacturing defects that affect normal function

Drinkware

• Vacuum insulation failure

• The product no longer keeping drinks hot or cold as intended

• Failure of the lid or closure mechanism

• Other manufacturing defects affecting normal performance

Sale, discounted and Final Sale items are covered for manufacturing defects in the same way as other items.

All claims are subject to inspection, assessment and approval by Evercroz.

What's not covered

The warranty does not cover damage or issues caused by:

• Normal wear and tear

• Cosmetic wear that does not affect function, such as scratches, abrasions, fading or colour changes from normal use

• Accidental damage

• Misuse or abuse

• Improper handling, cleaning or maintenance

• Cuts, tears or punctures caused by external factors

• Damage caused by animals

• Unauthorised modification or repair

• Washing or drying methods that are not recommended for the product

Loose threads or minor stitching issues that do not affect function or structural integrity are generally not considered warranty defects.

evercroz decides whether an issue qualifies for warranty coverage after assessment.

Proof of purchase

You need valid proof of purchase for every claim. This may be:

• Your evercroz.com order number

• Your evercroz store receipt

• Other purchase information we may request

The warranty applies only to products bought through authorised evercroz sales channels.

Claims for evercroz.com purchases

Online purchases must be claimed through evercroz Online Customer Support. Online claims cannot be submitted or processed at an evercroz store.

How to submit a claim

1. Email evercrozmy@actiontec-asia.com with your full name, contact number, evercroz order number, product name or model, a description of the issue, and clear photos or a video showing it.

2. Our team will review your claim and may ask for more information by email.

3. After the initial assessment, we will tell you the next steps.

Sending your product in for assessment

If we ask you to return the product to evercroz HQ, please send it to: evercroz, B-LG2-2, Seri Gembira Avenue, Jalan Senang Ria, Taman Gembira, 58200 Kuala Lumpur, Malaysia.

• Customer to evercroz HQ: you pay the shipping cost.

• evercroz HQ to customer: for an approved claim, evercroz pays the shipping cost of sending the replacement to you.

Please do not send any product to us before you receive return instructions from Customer Support.

Processing time: Online warranty claims usually take approximately 2 – 4 weeks from the day we receive your product.

Claims for store purchases

Store purchases must be claimed at the same evercroz store where you bought the item. Store claims cannot be submitted through evercroz.com or at another evercroz store.

How to submit a claim

1. Visit the original evercroz store with the affected product and your original receipt or other valid proof of purchase.

2. Our store team will ask you to complete a Warranty Claim Form and will inspect the product.

3. If your claim is accepted for further assessment, the product is sent to evercroz HQ for processing.

Processing time: store warranty claims usually take approximately 2 to 4 weeks. Our store team will contact you once your claim has been processed.

Collecting your replacement: approved replacements are normally collected from the same store where you submitted the claim. If you would rather have it delivered, the delivery fee is paid by you.

Replacements

For an approved claim, we will arrange a suitable remedy, subject to assessment and availability. Where possible, we will repair or replace the affected item with the same product. If the same product is no longer available, we may offer an alternative product of equivalent value. 

Your legal rights

This warranty is in addition to, and does not limit, any rights or remedies you have under applicable Malaysian consumer protection laws.

Contact us

If you have any questions about warranty and claims, 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)