Return & Refund Policy

Effective Date: September 13, 2026

The Crew Hangar and Elevate X are brands and divisions operated by Elevate Aviation, LLC (“Elevate,” “we,” “us,” or “our”). This Return & Refund Policy applies to eligible purchases made through our online store unless separate written terms, commercial sales terms, product-specific warranty terms, or applicable law provide otherwise.

Nothing in this policy limits any non-waivable rights or remedies available to a customer under applicable law.

1. Standard Return Eligibility

Unless a product-specific exception applies:

• Returns requested within 15 days after delivery may be eligible for refund to the original payment method.

• Eligible returns requested between 16 and 30 days after delivery may be eligible for store credit only.

• Store credit issued under this voluntary return policy expires one year from the date of issuance, unless applicable law requires otherwise.

• All return requests must be submitted through our designated Return Portal and receive authorization before merchandise is returned.

• Merchandise must be unused, unworn, unwashed, unaltered, undamaged, complete, and in resalable condition with original tags, accessories, components, manuals, and packaging, as applicable.

We reserve the right to deny a voluntary return that does not satisfy these requirements.

GroundComm X30

GroundComm X30 products are eligible for an extended 30-day voluntary return period beginning on the date of delivery, subject to the eligibility requirements of this policy unless otherwise stated in writing at the time of sale.

This voluntary return policy is separate from any applicable product warranty or statutory rights relating to defective or nonconforming merchandise.

2. Final Sale and Non-Returnable Items

Unless otherwise required by applicable law, the following are not eligible for voluntary return, refund, or exchange:

• Gift cards;

• Products specifically identified as Final Sale before purchase;

• Custom, personalized, specially manufactured, or made-to-order merchandise;

• Used, installed, altered, damaged, contaminated, incomplete, or materially modified products;

• Products returned without required components, accessories, or identifying information.

A final-sale designation does not limit rights that cannot legally be waived, including applicable rights relating to defective or nonconforming merchandise.

3. Return Authorization and Shipping

All returns require prior authorization through our Return Portal.

If a return is approved:

1. Follow the return instructions provided with your authorization.

2. Unless otherwise required by law or the return results from our error or an eligible defective/damaged product, the customer is responsible for return shipping.

3. We strongly recommend using a trackable shipping method and retaining proof of shipment.

4. Elevate Aviation, LLC is not responsible for return shipments that are lost, misdirected, delayed, or damaged before they are received by us, except where applicable law provides otherwise.

5. Receipt of returned merchandise does not constitute approval of a refund. All merchandise is subject to inspection.

Unauthorized returns may be refused.

If a return is determined to be ineligible, the customer may be responsible for the cost of returning the merchandise to the customer.

4. Return Fees and Deductions

For eligible voluntary returns, Elevate Aviation, LLC may deduct a $7.00 return processing fee per approved return request.

The customer is also responsible for applicable return-label or return-shipping costs unless we state otherwise.

Return fees do not apply where prohibited by law or where the return results from:

• Our fulfillment error;

• An item arriving damaged;

• An eligible defective or nonconforming product; or

• Another circumstance in which applicable law requires us to bear the cost.

Original expedited or premium shipping charges are generally non-refundable unless required by law.

Any deduction from an international statutory refund will be made only as permitted by applicable law.

5. Exchanges

Eligible merchandise may qualify for a one-time exchange.

• Exchanges are subject to product and inventory availability.

• An exchange is not guaranteed until approved.

• If the requested replacement is unavailable, we may offer another eligible variant, store credit, a refund where otherwise available under this policy, or another mutually agreed resolution.

• When exchanging only the size or color of the same product, we may honor the original purchase price.

• The customer is responsible for applicable shipping charges unless the exchange results from our error, an eligible defect, or applicable law provides otherwise.

• Merchandise received through a voluntary exchange is generally not eligible for another voluntary exchange or return unless required by law.

Promotional exchange credits or incentives may be offered from time to time and may be subject to additional terms.

6. Shipping Damage, Incorrect Items, and Defective Products

Shipping Damage or Incorrect Merchandise

Customers should inspect shipments promptly after delivery.

Visible shipping damage, missing merchandise, or incorrect merchandise should be reported to us within 3 days after delivery whenever reasonably possible. Photographs of the merchandise, packaging, shipping label, and damage may be required to investigate the claim.

Prompt notification helps us investigate carrier and fulfillment claims.

Failure to report visible shipping damage within three days does not waive any non-waivable rights provided by applicable law.

Defective or Nonconforming Products

Claims involving product defects, workmanship, or nonconforming merchandise are governed by any applicable product warranty, commercial sales terms, and statutory rights.

If we determine that a product qualifies for a remedy, we may provide repair, replacement, refund, or another remedy as provided by the applicable warranty, sales terms, or law.

7. Refund Processing

After an approved return is received and inspected, the applicable refund or store credit will be processed.

Refunds issued to an original payment method may require additional processing time by the customer's bank, card issuer, or payment provider.

We do not control financial institution processing times.

Refunds will be calculated after any lawful and properly disclosed deductions permitted under this policy.

8. European Union Consumer Orders

This section applies to qualifying purchases by consumers where European Union consumer-protection law applies.

14-Day Right of Withdrawal

Qualifying consumers generally have the right to withdraw from an eligible distance purchase within 14 days after receiving the goods, without providing a reason, subject to applicable exceptions.

Customers must notify us of their decision to withdraw within the applicable withdrawal period.

A consumer may inspect and handle merchandise to the extent reasonably necessary to establish its nature, characteristics, and functioning. The consumer may be responsible for diminished value caused by handling beyond what is reasonably necessary, to the extent permitted by applicable law.

Where permitted by law and disclosed before purchase, the customer is responsible for direct return-shipping costs associated with exercising the right of withdrawal.

When required by applicable law, we will reimburse qualifying payments, including the cost of our least-expensive standard outbound delivery method. Additional costs resulting from the customer's selection of expedited, premium, or more expensive delivery may not be refundable.

Refunds will be made within the period required by applicable law. Where legally permitted, we may withhold reimbursement until we receive the returned goods or evidence that the goods have been sent back.

Certain products and transactions may be excluded from the statutory withdrawal right, including qualifying custom or clearly personalized goods and other categories excluded by applicable law.

Legal Guarantee and Defective Goods

The statutory right of withdrawal is separate from legal rights relating to defective or nonconforming merchandise.

Where EU consumer law applies, consumers may have a minimum two-year legal guarantee of conformity, subject to applicable national law.

Nothing in this Return & Refund Policy limits those statutory rights.

9. Business and Commercial Purchases

Purchases made on behalf of an airline, airport, ground handler, FBO, government entity, reseller, distributor, company, or other commercial organization may be subject to separate quotations, purchase orders, invoices, contracts, commercial sales terms, warranty terms, or other written agreements.

If separate written commercial terms apply to a transaction, those terms will control to the extent permitted by law.

Consumer-specific rights described in this policy apply only where the purchaser legally qualifies as a consumer.

10. Abuse, Fraud, and Misuse

We reserve the right, to the extent permitted by law, to reject a voluntary return or exchange where we reasonably determine that there has been:

• Return fraud;

• Abuse of our return or exchange programs;

• Material misrepresentation concerning the condition of merchandise;

• Product substitution;

• Serial-number or product-identifier manipulation;

• Unauthorized modification or alteration; or

• Other fraudulent or abusive activity.

We may restrict future voluntary return privileges associated with accounts reasonably identified as repeatedly abusing our return programs.

11. Relationship to Other Terms

Product-specific warranties, promotional terms, commercial agreements, written quotations, invoices, purchase orders, and other applicable terms may establish additional or different rights and responsibilities.

If applicable law grants rights that cannot legally be waived or restricted, those rights control over any inconsistent provision of this policy.

12. Contact Us

Questions or return requests may be directed through our designated Return Portal or by contacting:

Elevate Aviation, LLC
The Crew Hangar / Elevate X
Email: support@thecrewhangar.com