General terms & conditions of sale
The Online Store monseo.com is operated by Rui Vieira Joalheiros, S.A. with headquarters at Rua Dr. Alves da Veiga, 73/75 4000-073 Porto - Portugal, registered at the Oporto Commercial Registry under the single registration and VAT number 504 603 477, operating in the market under the activity licence number T3330.
These general conditions regulate all the steps required to place an order on the monseo.com website and apply to sales to final consumers, as defined in paragraph c) of article 3 of Decree-Law No. 24/2014, of 14 February.
These General Terms of Sale may be changed without prior notice. We recommend that you consult this page whenever you intend to make a purchase on the website.
If you have any questions or complaints regarding this website, you may contact Rui Vieira Joalheiros, S.A. through the email email@example.com or through the phone number +351 225 898 700 (National landline)
2. Create a customer account
To buy from the Online Store it is necessary to register as a customer, filling in the form fields with the information indicated as compulsory and defining an access password. The customer account can be created at any time, up to the stage of finalising an order.
By creating an account, you can also subscribe to the Monseo newsletter, if you wish to receive commercial information by email regarding news and promotions from the Online Store.
Access as a registered customer is done with your email and the password you chose. In your personal area you can consult and change your personal data and information about the orders you have placed.
3. How to buy
To buy a product on the Online Store, you should add the desired items to the shopping cart, choosing the desired size and quantity.
When you wish to place an order, you should check that your personal information is correct and up to date, that the products available in the cart are those you really wish to purchase. After that you should select the payment method and then proceed to the "Checkout" page.
This page will then show the image(s) of the article, its name, reference, description, measure and quantity, as well as the unit prices and the total price of the order in euros, including taxes.
Before placing your order, you must also confirm that you accept these General Terms and Conditions of Sale by ticking the corresponding box on the respective form.
Until confirmation of payment, you can change the data filled out in the forms relating to personal information, address and shipping method by clicking on the "Edit" links.
Once you have verified that the information is all correct, you can finalize the purchase by clicking on the "Confirm and pay" button.
If you notice any error in your order or in the data you entered after you made the payment, you should contact our customer services via the email firstname.lastname@example.org.
4. Payment and order validation
The payment will be made at the end of the purchasing process and is an indispensable condition for the formalisation of the order.
The Online Store accepts payments by credit card or debit Visa and Mastercard. In Portugal, the Customer may also choose to pay by ATM, MB Way and Bank Transfer (IBAN Digital).
After confirming the order and making the payment, Monseo will send you an email with the order details. If you do not receive this notification within 24 hours on working days, or 72 hours if the order is placed at the weekend, we recommend that you contact our customer services via the email email@example.com to check whether there has been a communication problem or an error in the email you have provided us with.
This notification confirming receipt of the order does not imply immediate acceptance of the order by Monseo. Acceptance only occurs after the Online Store verifies that it has the product in stock and will be confirmed through a new email, in which it will indicate that the order has been sent.
The invoice for the purchase will be issued after confirmation of payment and will be sent together with the order.
Monseo delivers to:
- in European Union countries, with the exception of the Czech Republic and Romania;
- in the United Kingdom, Switzerland, Andorra, Liechtenstein, Monaco, Montenegro, Norway, Iceland;
- in the United States and Canada;
- in Australia and New Zealand;
- in Japan, Singapore and the United Arab Emirates;
- in South Africa.
The order will be delivered by carrier to the address indicated by you, on working days, between 9h00 and 18h00 (local time), and a person who can receive it must be present. The estimated delivery date and the code that allows tracking the order during transport will be indicated by the Online Store in the dispatch confirmation email.
This delivery method only allows shipments to physical addresses. Therefore, purchases made on the Online Store cannot be delivered to PO boxes or mailboxes.
We recommend that you carefully check that the order delivery address data is correct and complete. Monseo will not assume any liability for any delay or impossibility to deliver the order if these details are incorrect or incomplete.
If the carrier is unable to make the delivery because there is no one at the address to receive it, the carrier will contact you to arrange a new delivery date.
If all the items ordered are available, delivery times are, on average, as follows, counted from the date on which the order is processed:
- Mainland Portugal - 1 to 2 working days
- Madeira and Azores Islands - 7 to 10 working days
- Continental Europe - 3 to 5 working days
- Rest of the world - 7 to 10 working days
These delivery times are indicative. For each order, you will be informed of the estimated delivery date in the order confirmation email. In any event, the maximum time limit will not exceed 30 working days from the date on which the email is sent.
In the detail page of each product will be presented information about its availability in stock. If the product you wish to order is not available on the Online Store, you can request your order directly to Monseo, through the email firstname.lastname@example.org. The production of articles that do not exist in stock has a maximum estimated period of 4 weeks.
Despite the Online Store's efforts to deliver orders on time, delays may occur due to unforeseen circumstances and problems in the delivery area or, in the case of the Islands, connection irregularities.
If the Online Store cannot meet the delivery date for reasons outside its responsibility, we will inform you of this circumstance, giving you the choice of either keeping your order with a new delivery date or cancelling the order with full refund of the amount paid, without prejudice to all your other rights under applicable law.
The delivery of the order is considered to have taken place upon signature of proof of receipt of the products at the agreed delivery address.
When you receive your order you should check if the packaging has any significant defects caused by transport. If this happens, you should ask the carrier's employee to record this occurrence in the respective delivery sheet. Only then will the Online Store be able to hold the carrier responsible for any damage to the item caused by transport.
If you receive a wrong product due to fault attributable to our Online Store, you must inform us via the email email@example.com to request collection of the article to be returned and schedule the delivery of the correct product.
The prices shown may vary depending on the country of delivery selected when you entered the website.
If you have indicated a European Union country as your place of delivery, the prices advertised on the Online Store are given in euros and include VAT at the rate of 23%, as well as postage costs.
If you have indicated as place of delivery a country outside the European Union, the prices of the products indicated on the Online Store will be net of VAT. However, customs duties and other sales taxes of varying amounts, depending on the country, may be added to the price paid. These amounts will be established with the local customs and must be paid by the customer directly to the carrier to release his or her order from customs. We recommend that you contact your local customs or tax authority before placing your order.
The prices and specifications of the products presented on the Online Store are subject to change without notice. These changes will only apply to orders placed after the publication of the new prices and specifications and do not extend to orders that you have already finalized and confirmed.
Monseo makes every effort to verify that all prices, images, descriptions of products and their features displayed on the website are correct. Because the possibility of error cannot be completely ruled out, prices are checked again during the order processing process. When a divergence in prices is identified, the Online Store will proceed as follows:
- If the actual price is lower than the price advertised on the website and paid, the Online Store will refund you the difference;
- If the actual price is higher than the price advertised and paid, you will be informed of this occurrence and will be offered to pay the difference between the two amounts or to cancel the order and receive a refund of the amount already paid by you. If you do not communicate your preference within 8 days, the order will be duly canceled.
The Online Store is not obliged to supply a product that has an incorrect price, even after an order confirmation email has been sent, if the error in the price is obvious and unambiguous and could reasonably have been recognized by the Customer as being an incorrect price.
7. Right of withdrawal
In accordance with Portuguese law, the Customer has the right to terminate the contract of sale entered into, without giving any reason, within 14 days from the day following the day on which he/she receives the order.
This right cannot be exercised when the items purchased have been produced according to your specifications or have been personalised at your request, namely with the engraving of inscriptions or in cases of production of parts with measurements not in stock at the time of the order.
If you wish to exercise this right, you must communicate to the Online Store your decision to terminate the contract within 14 days, via the email firstname.lastname@example.org or by letter sent to the headquarters of Monseo, indicating the product reference and the invoice number. For this communication, you can use the form available here. If you communicate your decision by email, a notice confirming receipt of the resolution request will be sent to you, also via email, without delay.
If you terminate the contract as stated above, the Online Store will refund you the amount paid for the purchased product within 14 days from the date you are informed of the decision to terminate the contract.
The refund will be made using the same payment method you used for the original transaction. However, this will be withheld until the product has been received and checked by the technical services of the Online Store.
The returned item must be in perfect condition, complete, without any signs of use, with its label applied, in its original packaging and with the guarantee certificate and any other documentation provided.
The item to be returned should be sent, with a copy of the invoice, to the head office of the Online Store, at the following address:
Monseo - Rui Vieira, S.A.
Rua Dr. Alves da Veiga, 73/75
The return of the product to the Online Store is done at your own risk, which means that you will have to choose the transport you consider most appropriate and bear the respective costs. The Online Store is not responsible for loss, damage or delays that occur during the transport contracted by you for said return.
When the product is delivered to Monseo's facilities, the opening of the packaging and the conformity check of the product contained therein will be filmed, and these images may be used as proof of the condition in which the product was when received.
If the product is not in the condition indicated above, it will be returned to you, accompanied by a copy of the evaluation carried out by our experts and, in this case, the amounts paid will not be refunded.
In addition to the legally recognized right of free termination of the contract by consumers, Monseo may accept the exchange of a purchased product for another of a different size, with the same reference and colour, if in stock.
In this case, you should send an email to email@example.com to request an exchange, within 15 days after purchase, and wait for confirmation from our customer services regarding the availability of the desired item.
The cost of the return is borne by you and the cost of the new shipment is borne by Monseo. The new size will only be sent upon receipt and verification of the returned item, which must be in perfect condition, as indicated in the previous point.
9. Warranty and technical assistance
Through a careful manufacturing process and rigorous quality control, Monseo seeks to ensure that each of the jewels it produces complies with all the requirements defined by Decree-Law 84/2021 of 18 October. The Company will be liable to the customer in the event of any lack of conformity that becomes apparent within three years of purchase of the jewel.
Within the scope of the legal guarantee, the Customer consumer is entitled to the rights to have the conformity remedied, the price reduced or the contract rescinded as provided for in said Decree-Law, which may be exercised under the terms indicated in the law.
In the event of a manufacturing defect during the first three years after delivery of the jewellery produced by Monseo, the brand guarantees to restore the conformity of your jewellery by means of repair or replacement by an identical model, in cases where repair is not possible.
When none of these solutions is feasible, the Customer may choose to reduce the price or terminate the contract, under the terms defined by law.
The legal guarantee will be performed at no cost to the Customer, including, in the case of repair, labour and replacement of the defective components, if necessary, as well as collection and delivery transport and the respective insurance, the latter also applicable if the jewellery has to be replaced.
Small variations in the tonality and brightness of the pieces, typical of the natural materials used in the manufacture, cannot be considered as defects or imperfections. In addition, although Monseo tries to present the products as accurately as possible, it cannot guarantee that the Customer's device monitor will display a totally accurate colour, so this type of variation cannot be considered a defect either.
The guarantee does not cover defects resulting from normal wear and tear caused by use, misuse, accident, non-compliance with recommended care or any other external cause, including for example loss of stones, scratches, dents, damage caused by modifications, repairs or intervention by third parties not authorized by Monseo.
To exercise this right, you must communicate the lack of conformity of the product to the Online Store via the email firstname.lastname@example.org. This communication must include a description of the problem and be accompanied by a copy of the purchase invoice.
Monseo undertakes to carry out repair, replacement or refund, whether total or partial, as applicable, within a maximum legal period of 30 days after receipt of the product at its registered office.
If the problem cannot be covered by the warranty, Monseo can carry out the repair through its technical assistance services. In this case, a quotation will be presented to you and the repair will be carried out after acceptance and payment of the amount quoted.
10. Customer service
If you have any questions or complaints, you can contact the Online Store via the email email@example.com or via telephone number +351 225 898 700 (national landline call).
The Online Store also has an Electronic Book of Complaints, available at https://www.livroreclamacoes.pt/inicio
Rui Vieira - Joalheiros, S.A. guarantees the quality of the service contracted through the website and all the rights that the law in force attribute to the consumers and users.
The information presented on the Online Store has been carefully verified before being published. Failure to comply with any of these General Terms and Conditions of Sale due to an error on the products under Monseo's responsibility may result in the return of the products or the cancellation of the services purchased by the Customer.
All descriptions, product photographs, information and materials displayed on the Online Store are truthful. However, some products may appear to the user larger or smaller than their actual size due to factors such as the configuration or quality of the screen used to display them or the photographic technique used.
Some small products, such as rings and earrings, may be represented in a larger size than the real one to allow the Customer to see the details of the piece. Other products will be shown in a smaller size so that the Customer can see the complete product. In both cases, the information in the description will prevail over the weight and dimensions of the piece.
12. Intellectual property
This website and the Monseo trademark are protected by copyright and industrial property rights belonging to Rui Vieira - Joalheiros, S.A., under Portuguese and European Union law.
The layout and structure of the website, its functionalities, programming and supporting databases, as well as all content, including text, photographs, videos, graphics, logos, symbols, product and service names, designs and models may not be copied, reproduced, transferred, published, distributed, transformed or used outside the conditions of free use permitted by law.
13. The use of the website
When using the website, the user undertakes to comply with the applicable laws and not to use the website for activities that are contrary to the law or that harm the rights and interests of third parties. The user also undertakes not to use the website in any way that interrupts, damages or impairs, in whole or in part, the efficiency and functioning of the website.
In the event of abusive use of the website, proven fraud, participation by obtaining a benefit or advantage in an illicit manner, violation or non-compliance with any provision foreseen in these General Terms and Conditions of Sale or in applicable legislation, Monseo reserves the right to suspend or cancel the access to the website and to take the necessary legal steps to defend its rights.
Your access to the website may be partially or totally suspended at any time, in particular to allow Monseo to manage, maintain, repair, modify or modernize the website itself. Access may also be permanently canceled if Monseo decides to close the website.
Temporary or permanent suspension of access does not give the user or Customer the right to receive any type of compensation for any losses he or she may suffer as a result of inaccessibility.
14. Money laundering and terrorit financing
In accordance with Portuguese legislation on preventing and combating money laundering and the financing of terrorism, Monseo has a duty of identification and diligence whenever participating in transactions worth €15,000.00 or more, regardless of whether the transaction be carried out through a single operation or several operations apparently related to each other.
This duty of identification and due diligence requires the Customer to complete an identification form before carrying out the transaction. Therefore, if you wish to make a purchase for a value greater than the amount indicated above, you must contact us via email at firstname.lastname@example.org, so that we can comply with legal obligations.
15. Language, applicable law and jurisdiction
The language in which the contract will be concluded between Monseo and the Customer is Portuguese.
Contracts entered into by the Online Store under these General Terms and Conditions of Sale shall be governed by and construed in accordance with Portuguese law. This does not affect the rights that are recognized to the Customer by the applicable law.
Any dispute related to the use of the Online Store or contracts for the purchase of products through the Online Store shall be submitted to the non-exclusive jurisdiction of the courts of the Customer's domicile.
Alternative Dispute Resolution is the possibility for Portuguese and European consumers to turn to impartial entities that help them resolve a consumer dispute in a way that is easier, quicker and less costly than using a regular court of law.
Without prejudice to the right to submit the dispute to a court of law, in the event of a consumer dispute, the Consumer Customer who is a citizen of one of the countries of the European Union may resort to the European Online Dispute Resolution Platform, available at http://ec.europa.eu/consumers/odr.
In Portugal, the Consumer Customer may also resort to the following entities for alternative resolution of consumer disputes:
- CNIACC - National Centre for Information and Arbitration of Consumer Conflicts (www.cniacc.pt/)
- CIMAAL - Algarve Consumer Conflict Information, Mediation and Arbitration Centre (www.consumidoronline.pt/)
- Coimbra District Consumer Conflict Arbitration Centre (www.centrodearbitragemdecoimbra.com/)
- Lisbon Consumer Conflict Arbitration Centre (www.centroarbitragemlisboa.pt/)
- Consumer Information and Arbitration Centre of Porto (www.cicap.pt/)
- Vale do Ave Consumer Dispute Arbitration Centre/Arbitration Court (www.triave.pt/)
- Consumer Information, Mediation and Arbitration Centre (Consumer Arbitration Court) (www.ciab.pt/)
- Madeira Consumer Conflict Arbitration Centre (www.madeira.gov.pt/cacc/)
- Arbitration Centre of the Autonomous University of Lisbon (https://arbitragem.autonoma.pt/)