Conno Gem (“we” and “us”) is the operator of (https://www.ConnoGem.com) (“Website”). By placing an order through this Website, you will agree to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

1. General
   Subject to stock availability. We try to maintain accurate stock counts on our website, but there may be a stock discrepancy from time to time, and we will not be able to fulfil all your items at the time of purchase. In this instance, we will fulfil the available products to you and contact you about whether you would prefer to await restocking of the back-ordered item or if you would prefer for us to process a refund.
2. Shipping Costs
   Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Shipping payment will be collected with the purchase. This price will be the final price for shipping cost to the customer.
3. Returns
   1. Return Due To Change Of Mind
      ConnoGem will happily accept returns due to change of mind as long as a request to return is received within 30 days of receipt of the item and returned to us in original packaging, unused and resellable condition. Return shipping will be paid at the customer’s expense and required to arrange their shipping.
      Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you once this has been completed through email.
      (ConnoGem) will refund the value of the goods returned but will NOT refund the value of any shipping paid.
   2. Warranty Returns
      Connor will happily honour any valid warranty claims, provided a claim is submitted within 90 days of receipt of items.
      Customers will be required to pre-pay the return shipping. However, we will reimburse you upon successful warranty claim.
      Upon returning items for a warranty claim, you can expect ConnoGem to process your warranty claim within seven days.
      Once the warranty claim is confirmed, you will receive the choice of:
      (a) refund to your payment method
      (b) a refund in-store credit
      (c) a replacement item sent to you (if stock is available)
4. Delivery Terms
   1. Transit Time Domestically
      In general, domestic shipments are in transit for 2 – 7 days
   2. Transit time Internationally
      Generally, orders shipped internationally are in transit for 4 – 22 days. This varies greatly depending on the courier you have selected. We can offer a more specific estimate when choosing your courier at the checkout.
   3. Change Of Delivery Address
      Orders placed before 05 PM – GMT (UTC+08) will be dispatched the same day; otherwise, within the next business day.
      Our warehouse operates on Monday – Friday during standard business hours, except on national holidays when the warehouse will be closed. In these instances, we ensure shipment delays will be kept to a minimum.
   4. Change Of Delivery Address
      For a change of delivery address requests, we can change the address at any time before the order has been dispatched.
   5. P.O. Box Shipping
      ConnoGem will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.
   6. Military Address Shipping
      We can ship to military addresses using USPS. We are unable to offer
      this service using courier services.
   7. Items Out Of Stock
      If an item is out of stock, we will dispatch the in-stock items immediately and send the remaining items once they return to stock.
   8. Delivery Time Exceeded
      If the delivery time has exceeded the forecasted time, please contact us to investigate.
5. Tracking Notifications
   Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
6. Parcels Damaged In Transit
   If you find a parcel is damaged in transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with the next steps.
7. Duties & Taxes
   1. Sales Tax
      Sales tax has already been applied to the price of the goods as displayed on the
      website
   2. Import Duties & Taxes
      Import duties and taxes for international shipments will be pre-paid, without any additional fees to be paid by the customer upon arrival in the destination country.
8. Cancellations
   If you change your mind before you have received your order, we can accept cancellations at any time before the order has been dispatched. Please refer to our refund policy if an order has already been dispatched.
9. Insurance
   Parcels are insured for loss and damage up to the value as stated by the courier.
   1. Process for parcel damaged in-transit
      We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
   2. Process for parcel lost in transit
      We will process a refund or replacement as soon as the courier has investigated and deemed the parcel lost.

10. Customer service
    For all customer service enquiries, please email us at [email protected].