Monserrate Refunds & Returns Policy

Monserrate Returns & Refunds Policy

Effective Date: September 2025

At Monserrate, we take great pride in the quality and craftsmanship of our timepieces. Each watch is created with care, precision, and respect for Portugal’s rich heritage. If for any reason you are not completely satisfied with your purchase, we want to make the return process clear and fair. This policy applies to all purchases made through our official website (www.monserrate.eu).

1. Your Right to Cancel and Return

  • EU Customers: You have the legal right to withdraw from your purchase within 14 calendar days from the date you (or a person you designate) receive the product. You do not need to give a reason for exercising this right.
  • Non-EU Customers: We extend the same 14-day return period to all international customers, unless prohibited by local law.
  • To exercise your right of withdrawal, you must notify us in writing (by email to support@monserrate.eu) within the 14-day period.

2. Return Conditions

To be eligible for a full refund, items must be returned:

  • In new, unworn condition (only handled to the extent necessary to check features, as you would in a shop).
  • With all original packaging, boxes, protective films, tags, manuals, and warranty cards.
  • Complete with any accessories received (e.g., straps, tools).

Note: If the product shows signs of wear, damage, or missing components, we may deduct an amount from your refund to reflect the diminished value, as permitted by law.

Exceptions: Customized or engraved watches cannot be returned (unless faulty), in line with EU law for made-to-order goods.

3. How to Initiate a Return

  1. Contact Us: Email support@monserrate.eu with your order number and reason for return (optional, but appreciated). If returning due to a fault, please include photos or videos as evidence.
  2. Receive Instructions: We will confirm your request and provide the return shipping address.
  3. Pack Carefully: Use the original packaging if possible and ensure the watch and box are securely protected (e.g., packing paper and bubble wrap) to minimize movement and protect against impacts during transit.
  4. Ship the Item: Unless the product is defective or incorrect, you are responsible for return shipping costs. We recommend a trackable, insured service to avoid issues with non-delivery.

Confirmation & Refund: Once we receive and inspect your return, we will notify you and process your refund.

4. Refunds

  • Refunds will be made to your original payment method.
  • We will refund the purchase price of the item plus the original standard shipping cost (if charged).
  • If you chose an upgraded delivery service (e.g., express), only the standard cost will be refunded.
  • Refunds will be issued within 14 days of receiving the returned item (or acceptable proof of return).

Please note: Import duties or customs fees paid in your country are not refundable by Monserrate. You may wish to contact your customs office to see if duty reimbursement is available for returned imports.

5. Exchanges

We do not offer direct exchanges. If you would like a different model or strap, please return the original product for a refund and place a new order.

6. Faulty or Defective Items

If your product arrives defective or develops a fault within the warranty period, please contact us immediately at support@monserrate.eu. We recommend recording the issue with photos or video as soon as you notice it to ensure a smooth resolution.

  • For verified faults, Monserrate will cover all return shipping costs.
  • We will offer a repair, replacement, or refund in accordance with your legal rights and our Warranty Policy.

7. Late or Exceptional Returns

If you contact us outside the 14-day window, we may, at our discretion, offer store credit or partial refunds depending on the circumstances. Please contact us to discuss — we always aim to act reasonably and respectfully.

8. Contact Information

For all returns and refunds queries, please contact us:


Last Updated: September 2025