Monserrate Warranty & Guarantee Policy

Monserrate Warranty & Guarantee Policy

Effective Date: September 2025

At Monserrate, every timepiece is the result of fine craftsmanship and respect for Portuguese heritage. We stand behind the quality of our watches and provide a two-year international warranty from the date of delivery, in line with EU consumer protection law. This policy explains what your warranty covers, how to make a claim, and what exclusions apply.

1. Duration of Warranty

  • All Monserrate watches are covered by a 24-month warranty beginning on the day you receive your watch.
  • This warranty exists in addition to your statutory rights under EU and Portuguese law (Decree-Law no. 84/2021), which guarantees conformity of goods.

2. What the Warranty Covers

Your Monserrate warranty covers:

  • Manufacturing defects in materials or workmanship.
  • The watch movement, hands, and dial if they fail due to a defect.
  • Any issue preventing the watch from functioning as intended where the cause lies in production.

3. What the Warranty Does Not Cover

The warranty does not cover:

  • Normal wear and tear (e.g., case or crystal scratches, strap wear, minor fading).
  • Damage from misuse or accidents (dropping, crushing, improper handling).
  • Water damage if care instructions were not followed (e.g., unscrewed crown, exceeding water-resistance rating).
  • Unauthorized repairs or modifications performed by third parties.
  • Batteries, straps, or accessories, unless defective at delivery.
  • Cosmetic variations in natural materials (e.g., veining of Portuguese marble) — these are unique features, not defects.

4. How to Make a Warranty Claim

  1. Contact us: Email support@monserrate.eu with your order number, a description of the issue, and photos/videos if possible.
  2. Return authorization: We will guide you on sending the watch to our atelier in Portugal or an authorized service partner.
  3. Inspection & repair: Our watchmakers will assess the issue. If covered, we will repair or replace your watch free of charge.
  4. Return shipping: We will cover return shipping costs for approved warranty repairs.

5. Remedies

  • If repair is possible, we will return your watch once repaired.
  • If repair is not possible, we will provide a replacement of the same model (or an equivalent model of equal value if unavailable).
  • If neither repair nor replacement is feasible, you may request a refund or appropriate price reduction.

6. After-Warranty Service

Even beyond the warranty period, Monserrate is committed to supporting its creations. We offer paid maintenance and repair services for watches outside warranty. Please contact us for a service quote.

This warranty does not affect your statutory rights. As an EU consumer, you are legally entitled to:

  • A 2-year guarantee of conformity for purchased goods.
  • Remedies including repair, replacement, or refund in case of defects.

8. Contact Us

For warranty claims or questions:


Last Updated: September 2025