Refund policy
PANNELTAC OÜ – Returns Policy
Last updated: August 31, 2025
1. General
This returns policy applies to purchases made through the PANNELTAC OÜ webshop at www.panneltac.com. It complies with the laws of the Republic of Estonia and the European Union, specifically:
The Estonian Law of Obligations Act (Võlaõigusseadus, VÕS)
The Consumer Protection Act (Tarbijakaitseseadus, TKS)
Directive 2011/83/EU on consumer rights
Directive 2019/771/EU on the sale of goods (statutory warranty)
2. Return Eligibility
✅ Ready-Made Products (e.g., tactical gear)
Under § 56⁶ (1) VÕS and Article 9(1) of Directive 2011/83/EU, consumers have the right to withdraw from a purchase of standard (non-custom) goods within 14 days of receiving the item, without giving any reason.
To exercise this right:
Email us at panneltac@gmail.com within 14 days of receiving the order.
The item must be unused and returned in its original packaging.
Return shipping costs are the customer's responsibility unless the item is defective.
If the product is defective or damaged, please include a description and clear photos. In such cases, return shipping will be covered by us in accordance with § 222 VÕS.
❌ Custom-Made Products (e.g., pistol holsters)
According to § 53 (4) p 3 VÕS and Article 16(c) of Directive 2011/83/EU, custom-made or clearly personalized goods are excluded from the 14-day right of withdrawal.
Pistol holsters are made to order based on your specific input and are therefore non-returnable, unless they:
Are defective, or
Do not match the specifications agreed at the time of purchase.
If such an issue arises, we may offer one of the following solutions:
Repair
Modification
Replacement
User guidance (if the issue results from incorrect use or misunderstanding)
Refunds are rare and granted only at our discretion. Each case is reviewed individually.
3. How to Request a Return
To initiate a return:
Contact us by email at panneltac@gmail.com
Include your order number, a clear description of the issue (if applicable), and photos if the item is defective or damaged
Ensure the product is unused and in its original packaging
Return shipping costs are:
Covered by the customer for voluntary returns of non-defective standard goods
Covered by us if the product is defective or not as described
4. Refunds
If a refund is approved, it will be issued within 7 business days via the original payment method, in accordance with § 56⁷ VÕS and Article 13 of Directive 2011/83/EU.
We reserve the right to decline a refund if the product:
Does not meet return conditions
Is a properly functioning custom-made item
Is eligible for repair or modification rather than a refund
5. Statutory Warranty
Under § 218 VÕS and Directive 2019/771/EU, all consumers are entitled to a two-year statutory warranty from the date of delivery. This applies to both ready-made and custom-made products.
During this period, if a product is found to be non-conforming — meaning it does not function as intended, contains a manufacturing defect, or does not match the agreed specifications — you are entitled to one of the following remedies:
Repair of the defective product
Replacement with a conforming product (where applicable)
Price reduction, if repair or replacement is not possible or disproportionate
Refund, as a last resort if no other remedy resolves the issue
Defects reported within 12 months of delivery are presumed to have existed at the time of delivery, in accordance with § 218² VÕS. After 12 months, the burden of proof shifts to the consumer to demonstrate that the defect was pre-existing.
The statutory warranty does not cover:
Damage caused by normal wear and tear
Damage resulting from improper use, modification, or neglect
Damage caused by use outside the product's intended purpose
To make a warranty claim, contact us at panneltac@gmail.com with your order number, a description of the defect, and supporting photos.