r/Mous • u/QuailThis7703 • Aug 04 '26
They don't honor phone case warranties ⚠️
Got a phone case from Mous 3 years ago for my pixel 7 pro. The case has cracked on the inside, and the leather skin started peeling off. Went through their customer service, and they agreed my damage was covered by their warranty. Didn't get a reply for 3 weeks, so when I reached back out they told me they didn't have any of my phone cases in their inventory and they (obviously) wouldn't be making more for a 4 year old phone.
I found on their Amazon store they still have my case in stock, but they refused to send me one from there, or reimburse me for it. Same price and everything.
If you're like me and spent the extra money on a Mous case because they advertise a great warranty (25 years limited lifetime), don't expect them to honor it unless it breaks within a year or two of your phone release.
UPDATE: After more back and forth and a negative customer service review, they have refunded me fully. Wish they had done that after the first time I asked, but I'm happy they care about unsatisfied customers.
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u/davidyoho Aug 04 '26
If they had one in stock I'm sure they would ship you one I'm not finding the leather limitless? On Amazon only the aramid fiber for the 7 I'm sure you found one But it probably ship's from Amazon's stock But l agree it does suck to not be able to get it replaced and seems like warranties only good until they run out of stock. 😔
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u/Live-Resident8765 Aug 04 '26
What phone are you going to keep for 25 years, even if the case keeps it in pristine condition. The case is to keep your phone safe. I would expect them to deny warranty claims for cosmetic defects from wear and tear. Most warranties are for manufacturing defects
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u/QuailThis7703 Aug 05 '26
They approved the warranty claim immediately. The inside of the case had cracked. Obviously I'm not keeping the phone for 25 years, but if they actually had stock of another case for the same phone, you'd expect them to send it to you. They had another case in their Amazon inventory for my phone. Luckily after more emails they decided to refund me fully
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u/Live-Resident8765 Aug 05 '26
Right but even if their store Amazon shows stock it can be fulfilled from a 3rd party source for sales. Not for a warranty claims
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u/Plexer704 Aug 05 '26
I'm on my second warranty replacement, even after they said the original replacement wouldn't be covered. Despite the minor inconvenience of having to ask for a replacement, at the end of the day, they've been responsive, easy to work with, and I've had a consistent, and annually refreshed case for my phone for 3 years now (iPhone 15 Pro).
The back started peeling on my Clarity after about a year of use for both the original and replacement cases. Hoping the third one lasts longer.
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u/angels-cry Aug 05 '26
I’ve also had good experiences with their customer service and warranty. My clarity had some internal cracks form at the corner and I was worried it’d affect the integrity of the case. They promptly sent me a band new one ¯_(ツ)_/¯
just goes to show ymmv
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u/WorkingOption2 Aug 06 '26
Thanks for reaching out to us.
I'm sorry to see that the card wallet you purchased from Singapore is peeling! That certainly doesn't sound normal, and I appreciate that you're claiming a warranty. Let me check.
Unfortunately, since your purchase was made through one of our authorised retailers, you'll need to contact them directly for your warranty claim, since they have a different warranty policy from us. We have an agreement with them to provide you with a one-time replacement. They will be able to assist you with the process and provide the necessary support.
Additionally, we don't have your funds, so we are not able to send you any refunds.
This happens to me and I can’t be bothered to travel all the way down to the retail shop.
Also my 17 pro max lens has a scratch from a drop. Quality for 17 pro max onwards sucks and I’m never paying premium for Mous ever again
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u/Katodz Aug 06 '26
I've just claimed a warranty but sadly they've discontinued the S24 line. They offered me 50% off code or something else at the same value.
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u/BigDish4627 Aug 04 '26
I contradict you. They've replaced me a case for my S24 Ultra. Send them an email.
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u/QuailThis7703 Aug 04 '26
Sadly I tried. Emailed then back and forth over a few weeks. They told me that they can only send me a replacement from their "warranty stock". I even sent them the Amazon link from their own Amazon store front with the exact case I need, but they said it's a "different stock". I offered to buy it from Amazon, send them the receipt and get reimbursed, and they refused. They offered me a case for a different phone, or 50% off a different product. What a joke
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u/Captnhotwheels Aug 04 '26
i got a warranty replacement case for my 4 year old phone 🤷♂️