Lifetime Warranty
Every Livid product is made from full grain leather and built to be carried every day. We stand behind how it is made, for as long as you own it.
Here is exactly what that means, in plain terms.
What we cover for life
These parts fail because something was made wrong, not because a product has been used.
If any of them go, we replace the product. No time limit, no cost to you.
- MagSafe magnets that weaken, fail or shift inside the case
- Button covers that tear, harden or stop working
- Hardware failure, including clasps, keepers, buckles, pins and spring bars
- A case shell that cracks, warps or stops holding your device properly
- Dye that keeps transferring onto your clothes or hands beyond the first two weeks
How we make it right
If your claim is approved, we send you a replacement of the same product.
If that product is out of stock or discontinued, we issue store credit for the full amount you paid, which you can spend on any product, colour or size. We will never leave a warranty claim sitting open while you wait for stock to arrive.
What the warranty does not cover
Everyday wear and accidental damage
Scratches, scuffs, gouges, dents, compression marks, corner wear, and damage from drops, impacts or being carried against keys and coins.
Our leather is uncoated, which is why it looks and feels the way it does. It also means most surface marks can be worked out rather than replaced. Our leather care guide shows you how.
Cuts and tears
Leather does not tear on its own. A cut, tear, nick or gash happens when the leather is caught, snagged or dragged against something sharp, and it usually shows as a short split with frayed edges and pale fibres lifting out of it, with the leather either side of it intact.
Damage like this comes from contact rather than from how the product was made, so it is not covered.
Colour change and patina
Our leather is full grain and uncoated. That is a deliberate choice, and it comes with a trade off worth understanding before you buy.
- Your product will darken over the first three to six months
- Tan and lighter colours change the most, sometimes substantially
- Oils from your hands, sunlight and daily handling all speed it up
- Grain, texture and colour vary between hides, so no two pieces are identical
- Early stiffness and creasing are normal. The leather softens as you carry it
Patina is not a fault and is not covered by this warranty or by returns. It is the reason we chose this leather.
Damage from misuse or the environment
Water, excessive heat, prolonged direct sunlight, solvents, alcohol, oils, ink, dyes, sand and other contaminants.
Also not covered
- Lost or stolen products
- Damage from modification, alteration or third party repair
- Damage caused by mounts, clamps or accessories the product was not designed for
- Damage to your phone, watch, headphones or any other device or property
- Products bought anywhere other than shoplivid.com or an authorised Livid stockist
- Final sale, clearance, sample sale and seconds
- Livid Atelier custom pieces, except for the faults listed above
Our total liability under this warranty will not exceed what you paid for the product.
What we mean by normal use
We warrant products used the way they are designed to be used.
- A phone case fitting your device snugly through daily handling, in and out of a pocket or bag, on and off a MagSafe charger
- A card wallet holding up to the number of cards listed on the product page, opening and closing comfortably several times a day
- A watch strap worn daily on the wrist, removed and refitted as normal
Things we do not consider normal use include a wallet packed past its stated capacity so the stitching is under constant strain, a case used with a mount or adhesive it was not designed for, and any product used in water sports, on worksites, or anywhere it faces sustained moisture, grit or chemicals.
If you are not sure a product suits how you plan to use it, email us before you buy and we will tell you honestly.
How to make a claim
- Email support@shoplivid.com with your order number, or the email address you ordered with.
- Attach clear, well lit photos showing the issue up close, plus one photo of the whole product.
- Tell us briefly when you noticed it and how you have been carrying the product.
We respond within 2 business days with a decision or a request for more detail. If your claim is approved, we dispatch your replacement or issue your credit within 3 business days.
We may ask you to send the product back so our quality team can inspect it and improve future runs. If we ask, we cover the postage. If a product we have asked for is not returned, the claim is closed.
Proof of purchase is required for every claim. This warranty covers the original purchaser or gift recipient only and cannot be transferred.
Cosmetic Replacement Programme
We know a leather case lives a hard life. Cuts happen, corners take knocks, and sometimes the patina develops darker or faster than you hoped. None of that is covered by the warranty above, but it does not mean you are stuck with it.
Every Livid customer can request a cosmetic replacement: an identical new case sent to you at a significantly reduced price. We run this as a goodwill programme, because you trusted us with your first case and we would rather keep you carrying Livid than lose you over a scratch.
To claim, email support@shoplivid.com, quote "Cosmetic Replacement Programme", and include your order number and photos of the case. We will come back to you with a price.
A few things to know:
- Open to customers who have purchased from us directly, with proof of purchase
- Up to 2 replacements per order
- Same product as your original purchase, subject to availability
- Pricing is quoted case by case, and standard shipping is included.
This is a goodwill offer, not a warranty entitlement. We reserve the right to decline a request or to vary or withdraw the programme at any time.
Fair use
Customers may make up to two approved warranty claims per account in any 365 day period.
We monitor claim patterns and may decline claims where the warranty is being used outside what it is meant for. This keeps it genuine and affordable for everyone who owns a Livid product.
Changed your mind instead?
Faults are one thing, second thoughts are another. If the product is simply not right for you, see our Returns Policy for the 30 day window.
Questions
Email support@shoplivid.com. If something looks wrong to you and you are not sure which side of the line it falls on, send us photos. We would rather look than have you guess.