Refund policy
RETURN AND REFUND POLICY
Last updated: March 1, 2026
PREAMBLE AND SCOPE
This Return and Refund Policy (hereinafter referred to as "the Policy") is established and published by CONDOR LAB LIMITED, a company incorporated under the laws of Hong Kong, registered under number 79854301, with its registered office at RM03, 24/F, Ho King Commercial Centre, 2-16 Fayuen Street, Mong Kok, Hong Kong (hereinafter referred to as "the Company", "we" or "CONDOR LAB").
The Company operates the e-commerce platform accessible at https://www.georgemilton.store/ (hereinafter "the Website"), dedicated to the retail sale of premium and luxury rugs and high-end interior decoration items, targeting an international customer base, with a particular focus on customers residing within the European Union, and primarily in France.
This Policy governs all return, exchange and refund operations relating to products sold through the Website, and is binding upon any customer (hereinafter "the Customer" or "the Consumer") who has placed an order on the Website. It should be read in conjunction with the Terms and Conditions of Sale, the Privacy Policy and any other policy published on the Website.
Given the geographical distribution of its customer base, CONDOR LAB LIMITED commits to complying with the protective provisions arising from the following legislation, among others:
- Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights;
- The French Consumer Code, notably Articles L. 221-18 to L. 221-28 relating to the right of withdrawal in distance contracts;
- Regulation (EU) 2016/679 of the European Parliament and of the Council on the protection of personal data (GDPR);
- The Personal Data (Privacy) Ordinance (Cap. 486) of Hong Kong, applicable under the law of the Company's registered office.
ARTICLE 1 — STATUTORY RIGHT OF WITHDRAWAL
In accordance with the mandatory provisions of Article L. 221-18 of the French Consumer Code and the aforementioned Directive 2011/83/EU, any Consumer residing in a Member State of the European Union has a statutory and non-waivable right to withdraw from the purchase within fourteen (14) calendar days, without having to justify their decision or incur any penalty of any kind, subject to the legally provided exceptions.
This fourteen (14) day period runs from:
- The day on which the Consumer, or a third party designated by them other than the carrier, takes physical possession of the goods ordered, in the case of a single item delivery;
- The day on which the Consumer, or a third party designated by them, takes physical possession of the last item comprising the order, in the case of an order involving several items delivered separately.
It is expressly recalled that pursuant to Article L. 221-20 of the French Consumer Code, if the trader has failed to provide the consumer with information regarding the right of withdrawal in accordance with legal requirements, the withdrawal period is extended by twelve (12) months from the expiry of the initial withdrawal period. CONDOR LAB LIMITED commits to providing all required pre-contractual information.
ARTICLE 2 — EXERCISE OF THE RIGHT OF WITHDRAWAL AND RETURN PROCEDURE
2.1 — Withdrawal Notification
In order to validly exercise their right of withdrawal, the Customer must notify CONDOR LAB LIMITED of their decision to withdraw by means of an unambiguous statement. This notification must be sent exclusively by electronic means to the following address: contact@georgemilton.store, and must include the following elements:
The full name of the Customer who placed the order;
The unique order number as it appears on the order confirmation;
The reference(s) of the product(s) concerned by the withdrawal;
The date of receipt of the parcel(s) concerned;
Digital photographs of the product taken from multiple angles, objectively documenting its general condition, including the state of the fibres, the front and back of the rug, at the time of the withdrawal request;
The original delivery address and, where applicable, a different correspondence address.
The date of notification shall be taken as the reference date for calculating compliance with the withdrawal period. An electronic acknowledgement of receipt shall be sent to the Customer within a maximum of two (2) business days following receipt of the request.
2.2 — Return of the Product
Given the nature of the products sold on the Website — premium rugs which may present significant dimensions and weight — the Customer is informed that returning the product requires particular care and attention in packaging and in the choice of carrier. Upon acceptance of the return request, the Customer undertakes to return the product(s) concerned to the address communicated by the customer service of CONDOR LAB LIMITED, without undue delay and within a maximum period of fourteen (14) calendar days following communication of the acceptance decision.
It is formally stipulated that the direct costs of returning the product are borne entirely by the Customer, except in the case of a defective or non-conforming product as referred to in Article 6 of this Policy. CONDOR LAB LIMITED accepts no liability for any loss, theft, deterioration or delay occurring during the return transit, which falls under the sole responsibility of the Customer.
The Customer is strongly advised to ship the returned product via a tracked delivery service that provides proof of dispatch and includes insurance coverage reflecting the value of the product. CONDOR LAB LIMITED cannot be held liable for the non-receipt of an untracked or uninsured return.
ARTICLE 3 — ELIGIBILITY CONDITIONS FOR RETURNS
Given the premium and luxury nature of the products sold on the Website, in order to be eligible for a return and subsequent refund, any product must cumulatively satisfy all of the conditions set out below, failing which the request shall be rejected:
The product must be returned in a new and intact condition, having not been effectively used, laid on the floor, walked upon, or exposed to light, moisture or any substance likely to alter its fibres, colour or structure;
The product must be returned in its original, complete and undamaged packaging, accompanied by all accessories, certificates of authenticity, care instructions and protective materials originally included at the time of shipment;
The product must not have been personalised, cut to size, dimensionally altered or subjected to any other irreversible modification;
The product must be accompanied by the original proof of purchase (electronic invoice or order confirmation);
The product must have been purchased exclusively and directly through the official Website https://www.georgemilton.store/, to the exclusion of any third-party distribution channel;
The return request must have been previously authorised in writing by the customer service of CONDOR LAB LIMITED, in accordance with the procedure defined in Article 2 of this Policy.
Any product returned without prior written authorisation from customer service, or failing to satisfy all of the above eligibility conditions, shall be automatically rejected and returned to the Customer at their expense, without any refund being due.
ARTICLE 4 — EXCLUSIONS FROM THE RIGHT OF RETURN
The following products are expressly and irrevocably excluded from the benefit of this Return and Refund Policy:
Products that have been manifestly used, laid on the floor, walked upon, or presenting traces of wear, soiling, moisture, fibre deformation or any other alteration evidencing effective use beyond simple visual examination;
Items from exceptional promotional operations, limited-time flash sales, clearance sales or any special commercial offer expressly identified as non-refundable, except in the case of a proven latent defect or non-conformity;
Products whose original packaging is missing, incomplete, damaged or showing obvious signs of alteration;
Products that have been personalised, cut to size, dimensionally modified or subjected to any individually tailored adaptation at the Customer's request, pursuant to the legal exception provided for in Article L. 221-28 of the French Consumer Code;
Any return request submitted outside the statutory fourteen (14) calendar day period as defined in Article 1 above, except in cases of duly documented force majeure accepted by CONDOR LAB LIMITED;
Products purchased from third-party resellers or any distributor not officially authorised by CONDOR LAB LIMITED.
In the event of a fraudulent return attempt, abusive behaviour or repeated and manifestly dilatory requests, CONDOR LAB LIMITED reserves the right, without prejudice to any other legal remedy, to restrict, suspend or terminate the relevant Customer's access to the platform https://www.georgemilton.store/, without prior notice.
ARTICLE 5 — PRODUCT INSPECTION AND REFUND PROCEDURE
5.1 — Inspection Upon Receipt
Upon receipt of the returned product at the premises designated by CONDOR LAB LIMITED, a rigorous and comprehensive inspection shall be carried out by the Company's quality control department within a maximum period of three (3) to five (5) business days. Given the value and artisanal nature of the products sold, this inspection shall focus in particular on the condition of the fibres, the structural integrity of the weave, the absence of traces of use or soiling, as well as the conformity of the returned packaging.
The Customer shall be informed of the outcome of this inspection by electronic means as soon as possible following its conclusion. In the event of rejection, CONDOR LAB LIMITED shall provide written reasons for its decision and offer the Customer the return of the product at their expense.
5.2 — Refund
In the event of the return being validated following inspection, CONDOR LAB LIMITED shall proceed with the full refund of the purchase price of the product(s) concerned, within a period of five (5) to ten (10) business days following the date of final validation.
The refund shall be issued exclusively via the same payment method used during the original transaction. Payment methods accepted on the Website include: Visa, Mastercard, American Express, Bank Cards, Apple Pay, PayPal and Shop Pay.
No refund shall be initiated, under any circumstances, prior to the physical receipt of the returned product and the final validation of its conformity following inspection.
ARTICLE 6 — DEFECTIVE, NON-CONFORMING OR TRANSIT-DAMAGED PRODUCTS
Without prejudice to the provisions relating to the right of withdrawal, and in accordance with Articles L. 217-1 et seq. of the French Consumer Code relating to the statutory guarantee of conformity, as well as Articles 1641 et seq. of the French Civil Code relating to the guarantee against latent defects, the Customer benefits from specific protection in the event of a product being delivered with:
An apparent defect or manufacturing fault noted upon receipt of the product, such as a weaving defect, abnormal structural irregularity, stain or discolouration of manufacturing origin;
A manifest non-conformity between the product delivered and the product ordered (reference, dimensions, colour, material);
Damage sustained during transit, evidenced by the condition of the parcel upon opening.
In such cases, the Customer must inform the customer service of CONDOR LAB LIMITED within a maximum period of forty-eight (48) hours following receipt of the parcel, by sending an email to contact@georgemilton.store, accompanied by clear and detailed photographic evidence of the defective or non-conforming product.
Following thorough examination of the submitted evidence and if the defect or non-conformity is duly established, the Customer shall be offered, at their exclusive choice:
Free replacement of the defective or non-conforming product with an identical product in good condition, subject to stock availability;
Full refund of the order amount including original delivery costs.
Where a defective product is confirmed, the return shipping costs shall be borne entirely by CONDOR LAB LIMITED. Any defect declaration submitted after the forty-eight (48) hour deadline shall be inadmissible, except in cases of duly justified and documented force majeure.
ARTICLE 7 — EXCHANGES
CONDOR LAB LIMITED is in principle unable to offer direct product exchanges within the framework of a standard right of withdrawal. However, on a commercial and discretionary basis, an exchange may be considered following prior validation by the customer service team, subject to the availability in stock of the desired replacement product.
Should the Customer wish to receive a product of higher value than the returned item, a price difference supplement shall be payable by the Customer via one of the payment methods accepted on the Website. Conversely, if the replacement product is of lower value, the difference shall be refunded to the Customer via the same payment method originally used.
ARTICLE 8 — DELIVERY TIMEFRAMES AND LIABILITY IN CASE OF DELAY
CONDOR LAB LIMITED commits to dispatching orders within the timeframes announced on the Website, namely an estimated delivery period of between five (5) and eight (8) business days from order confirmation. These timeframes are provided as estimates and may be affected by circumstances beyond the Company's control.
In the event of a significant and unjustified delay beyond the agreed delivery timeframe, the Customer is invited to contact customer service at contact@georgemilton.store. Pursuant to Article L. 216-2 of the French Consumer Code, if delivery is not completed within a reasonable additional period set by the Customer, the Customer shall be entitled to cancel the order and obtain a full refund.
ARTICLE 9 — LIMITATION OF LIABILITY
CONDOR LAB LIMITED shall not be held liable for any indirect, consequential or immaterial damages arising from a product return, refund or exchange. The Company shall under no circumstances be held liable for the loss, theft, deterioration or destruction of a parcel during its return transit, such transit falling under the sole and entire responsibility of the Customer and the carrier they have selected.
ARTICLE 10 — PERSONAL DATA PROTECTION
In processing return and refund requests, CONDOR LAB LIMITED collects and processes personal data relating to the Customer, in accordance with Regulation (EU) 2016/679 (GDPR) and the Privacy Policy accessible on the Website. The Customer has the right at any time to access, rectify, erase and port their personal data by submitting a request to: contact@georgemilton.store.
ARTICLE 11 — GOVERNING LAW AND DISPUTE RESOLUTION
This Policy is governed, for Consumers residing within the European Union, by the mandatory law of the Consumer's country of residence, in accordance with Regulation (EC) No 593/2008 (Rome I) and Regulation (EU) No 1215/2012 (Brussels I bis).
In the event of a dispute, the Customer is invited to first contact customer service at contact@georgemilton.store. Should amicable resolution fail, Consumers residing in France have the right to resort free of charge to consumer mediation. For cross-border disputes within the European Union, the Online Dispute Resolution (ODR) platform is accessible at: https://ec.europa.eu/consumers/odr.
ARTICLE 12 — POLICY AMENDMENTS
CONDOR LAB LIMITED reserves the right to amend this Policy at any time. The version in force is the one published on the Website at the time of consultation. The updated version is permanently accessible at: https://www.georgemilton.store/
LEGAL INFORMATION
Company: CONDOR LAB LIMITED
Registration number: 79854301
Registered office: RM03, 24/F, Ho King Commercial Centre, 2-16 Fayuen Street, Mong Kok, Hong Kong
Email: contact@georgemilton.store
Website: https://www.georgemilton.store/
Hosting provider: Shopify Inc., 151 O'Connor Street, Ground floor, Ottawa, Ontario, Canada K2P 2L8
Customer service: Available 7 days a week, 9am to 6pm (GMT+1)