Refund policy
# Return & Refund Policy
**Last updated: 12.09.2026**
Thank you for shopping with ELMA COMMERCE LLC ("Hangar Seven," "we," "us," or "our"). We want you to be satisfied with your purchase. This policy explains your options for returns, replacements, and refunds. By placing an order with us, you agree to the terms below.
## 1. Return Window
You may request a return within **14 days of the delivery date**. Requests made after 14 days from delivery cannot be accepted. To start any return or replacement, you must first contact us at **elmajelou@gmail.com** and receive written approval before sending anything back. Items sent back without prior written approval will not be accepted and will not be refunded.
## 2. Condition of Returned Items
To be eligible for a return, your item must be:
- Unused and in the same condition that you received it;
- In its original packaging, with all included parts, inserts, and accessories;
- Accompanied by proof of purchase (order number or receipt).
Items that are used, assembled, damaged by the customer, missing parts, or not in original packaging are not eligible for a return or refund.
## 3. Returns for Change of Mind
If you wish to return an item because you changed your mind or are not satisfied with the product (and the item is not damaged or defective), the following applies:
- **You are responsible for all return shipping costs.** We do not provide prepaid return labels for change-of-mind returns.
- The **original shipping cost is non-refundable.**
- You are responsible for the item until it reaches us. We strongly recommend using a tracked and insured shipping service, as we cannot issue a refund for items that are lost or damaged in return transit.
- Once your return is received and inspected and confirmed to meet the conditions in Section 2, we will process a refund for the price of the product, less any applicable original shipping costs.
## 4. Damaged or Defective Items
We take great care in packaging every order. In the rare event that your item arrives damaged or defective, we will make it right with a **free replacement**.
- You must report any damage or defect within **7 days of the delivery date** by emailing **elmajelou@gmail.com**.
- Your report **must include clear photographs and/or a video** showing the damage or defect, as well as a photo of the shipping packaging. This documentation is required to process a replacement.
- Once we have reviewed and approved your documentation, we will ship you a **replacement product at no additional cost to you**. You do **not** need to ship the damaged item back for a replacement to be sent.
- Replacement is our standard remedy for damaged or defective items. Cash refunds for damaged or defective items are provided only at our discretion where a replacement is not available.
Reports of damage or defects submitted without the required photo/video documentation, or submitted after the 7-day window, cannot be processed.
## 5. Non-Returnable Items
The following are not eligible for return or refund:
- Items returned without prior written approval;
- Items not in original condition or original packaging, or missing parts;
- Items reported after the applicable time windows above;
- Gift cards, sale, or clearance items (where applicable).
## 6. Refunds (Where Applicable)
Where a refund is approved under this policy, it will be issued to your original payment method after we receive and inspect the returned item (for change-of-mind returns) or after we approve your documentation (in the limited cases where a refund, rather than a replacement, is provided for a damaged item). Please allow up to **10 business days** for the refund to be processed, and note that your bank or card issuer may require additional time to post the refund to your account.
Refunds are for the product price only. Original shipping charges, return shipping charges, and any customer-caused damage are not refundable.
## 7. Order Cancellations
Orders can only be cancelled if the request is made **before the order has been processed for shipping**. Once an order has entered fulfillment or shipped, it cannot be cancelled and is subject to the terms of this policy.
## 8. Chargebacks
If you have any issue with your order, please contact us first at **elmajelou@gmail.com** so we can resolve it under this policy. We are committed to making things right within the terms above. Filing a chargeback without first allowing us to resolve the matter is a breach of these terms.
## 9. Contact Us
To start a return, request a replacement, or ask a question about this policy, contact:
**ELMA COMMERCE LLC**
5830 E 2nd St, Casper, Wyoming 82609, United States
Email: elmajelou@gmail.com