Monserrate Terms & Conditions

Monserrate Terms and Conditions

Effective Date: September 2025

Welcome to Monserrate, a Portuguese luxury watch atelier. These Terms and Conditions (“Terms”) govern your use of the Monserrate website and any purchase of our timepieces. By accessing our site or placing an order (including pre-orders), you agree to be bound by these Terms, as well as any other policies referenced herein. If you do not agree with any part of these Terms, please refrain from using our site or services.

1. Company Information

MSRT Atelier, Unipessoal Lda (“Monserrate”, “we”, “us”, “our”) is a company registered in Portugal.

  • Registered Office: Rua Jose Carlos Ary Dos Santos N°60, 2950-357 Palmela, Portugal
  • NIF (Tax ID): 518927385
  • Email: info@monserrate.eu

Monserrate’s online store is hosted on Shopify Inc., which provides the e-commerce platform that allows us to sell our products to you. All personal information is handled in accordance with our Privacy Policy and applicable data protection laws.

2. Scope and Acceptance of Terms

These Terms apply to all visitors and customers of the Monserrate website, including browsers, buyers, and others who access any content or service. By using our site or ordering our products, you confirm that you accept these Terms. We may update these Terms from time to time by posting revised Terms on our site, and such changes will apply to future use or orders. Continued use of the site after updates constitutes acceptance of the new Terms.

3. Pre-Orders and Production

Pre-Order Basis: We primarily sell watches on a pre-order basis and clearly mark such items on product pages.

Production Lead Times & Estimated Delivery: Estimated timeframes appear on the product page or order confirmation and may change due to production realities. We will inform you of any significant changes.

Limited Windows: Pre-order windows and/or limited editions may close when capacity is reached; availability is not guaranteed after that point.

Payment: Unless otherwise specified, full payment at checkout is required to reserve your watch.

Order Confirmation & Acceptance: You’ll receive an acknowledgement email after ordering; final acceptance occurs only when we confirm production will proceed or when the item ships. We may refuse or cancel orders prior to shipment (e.g., pricing error, inability to fulfill, suspected fraud) and will promptly refund any payment.

Customer Cancellation: You may request to cancel your pre-order any time before shipment for a refund according to our Pre-Order Policy (see Section 5 of that policy). After shipment, cancellation is no longer possible; returns may be available under our Returns Policy.

Cancellation/Modification by Monserrate: If unforeseen circumstances prevent fulfillment (e.g., supplier issues), we may cancel and refund you in full, or offer an alternative that you may accept or decline.

4. Pricing, Taxes, and Payment

  • Pricing: Prices are shown in Euros (€). EU orders include Portuguese VAT where applicable; non-EU orders may be VAT-exclusive at checkout.
  • Import Duties & Taxes: For deliveries outside the EU, you are the importer of record and responsible for any import duties/fees in your country.
  • Payment Methods: Major cards, PayPal, and other options shown at checkout. Payments are processed securely via Shopify/payment providers; we do not store full card numbers.
  • Billing Accuracy: Provide accurate purchase/account information. We may limit or cancel orders we deem abnormal or fraudulent and will notify you using the contact details provided.
  • Pricing Errors: If an error occurs, we’ll contact you to reconfirm at the correct price or cancel and refund.

5. Shipping and Delivery

  • Locations: We ship worldwide from Portugal using reputable couriers.
  • Costs: Displayed at checkout unless we advertise a free-shipping promotion.
  • Dispatch: In-stock items typically ship in ~2 business days. Pre-orders ship after production completes.
  • Transit Estimates after Dispatch:
    • Portugal: ~1–2 business days
    • EU: ~2–5 business days
    • Outside EU: ~5–12 business days (destination-dependent)
  • Customs: Outside-EU shipments may face customs delays/fees (buyer responsibility).
  • Packaging: Watches ship with presentation box and included accessories.
  • Risk of Loss: We insure shipments; risk transfers upon delivery to you/your designee (not the carrier). If a parcel is lost/damaged in transit, we’ll work with you to resolve it.
  • Delivery Issues: If delayed, missing, or damaged, contact us promptly; keep packaging/photos for claims.

6. Right of Cancellation and Withdrawal

Pre-shipment Cancellation: Pre-orders may be canceled before shipment (see Section 3). For in-stock items we ship quickly; contact us immediately if you need to cancel.

EU 14-Day Withdrawal: EU consumers may withdraw within 14 days after delivery without reason. Email support@monserrate.eu within 14 days to notify us.

Return After Withdrawal: Send items back within 14 days of notifying us, suitably packaged; you cover return shipping (unless agreed otherwise). Use insured/trackable methods.

Refunds: We refund product price + standard delivery (if charged) within 14 days of receiving the return or acceptable proof of return. We may withhold until we receive the goods or proof of shipment.

Condition: Handle only as in a shop. Excess wear/damage/missing items may reduce the refund.

Exceptions: Custom/personalized items are generally non-returnable (unless defective), as permitted by EU law.

7. Returns and Refunds

We offer returns in line with the above rights. Items must be new, unworn, and complete with all original materials. To start a return, email support@monserrate.eu. For full details, see our dedicated Returns & Refunds Policy.

8. Warranty and Repairs

Two-Year Limited Warranty: Covers manufacturing defects in materials/workmanship from delivery date.

Covers: Movement, hands, dial, and manufacturing faults preventing proper function.

Does not cover: Normal wear, misuse/accidents, water ingress contrary to guidance, unauthorized repairs/mods, straps/buckles/accessories (unless defective at delivery), incidental/consequential damages.

How to claim: Contact support@monserrate.eu with order info and description/photos. If accepted, we’ll instruct you on shipping to our atelier or an authorized center and cover repair/replacement and standard return shipping during warranty.

After warranty: Paid service may be available; contact us for quotes. Your statutory rights remain unaffected.

9. Product Descriptions and Materials

  • Handcrafted Variations: Natural materials (e.g., Portuguese marble) vary; such differences are not defects.
  • Screen Display: Colors on screens may differ slightly from real-life products.
  • Specifications: Minor tolerances may occur and are not a lack of conformity.
  • Limited Editions: We honor stated edition sizes; serial assignment may be random unless otherwise agreed.
  • Manuals & Care: Follow instructions to avoid damage outside warranty scope.
  • Misprints/Errors: We may correct mistakes; you may cancel for a full refund if an error materially affected your purchase decision.

10. Limitation of Liability

  • Site use: Provided “as is”; we do not guarantee uninterrupted or error-free operation.
  • Indirect damages: To the fullest extent permitted by law, we are not liable for indirect, incidental, special, or consequential damages.
  • Cap: Any direct liability is limited to the amount you paid for the relevant product/service.
  • Force majeure: Not liable for events beyond reasonable control; we will mitigate and inform.
  • Consumer rights: Nothing here limits non-waivable legal rights (e.g., personal injury caused by our negligence).
  • Third-party services: We are not responsible for external sites/services we link to.

11. Intellectual Property

All website content is the intellectual property of MSRT Atelier, Unipessoal Lda or its licensors and protected by law. You may use content for personal, non-commercial purposes only; other use requires our prior written consent. Report any alleged infringement to us with details.

12. Compliance with Laws and Export

You are responsible for complying with local laws regarding purchase, receipt, and use. Do not use our products in violation of export controls or sanctions.

13. Governing Law and Dispute Resolution

These Terms are governed by the laws of Portugal. EU consumers retain any mandatory protections of their home country. Courts of Portugal generally have jurisdiction, without prejudice to mandatory consumer jurisdiction rules.

Alternative Dispute Resolution: EU customers may use the European Commission’s Online Dispute Resolution (ODR) platform. We also provide access to the Portuguese Electronic Complaints Book (Livro de Reclamações Electrónico) via a link on our site.

14. Miscellaneous Provisions

  • Entire Agreement: These Terms, our Privacy Policy, Returns Policy, and other posted policies form the entire agreement.
  • Severability: If any provision is invalid, the remainder remains in effect.
  • No Waiver: Our failure to enforce any provision is not a waiver.
  • Assignment: You may not assign without consent; we may assign subject to protecting your rights.
  • Headings: For convenience only; they do not affect interpretation.

15. Contact Us

If you have questions about these Terms, please contact us:


Last Updated: September 2025