Refund policy

PANNELTAC OÜ – Returns Policy
Last updated: August 10, 2026

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, as amended by Directive (EU) 2023/2673

  • Directive 2019/771/EU on the sale of goods (statutory warranty)

2. Right of Withdrawal (14-Day Return Right)

✅ Standard Products (including pistol holsters, pouches, belts, slings, and gear)

Under § 56⁶ (1) VÕS and Article 9(1) of Directive 2011/83/EU, consumers have the right to withdraw from a purchase within 14 days of receiving the item, without giving any reason.

This includes holsters and other products where you select from available configuration options at checkout — such as pistol model, handedness, light or optic compatibility, color or fabric wrap. Selecting from predefined options does not constitute personalization and does not remove your right of withdrawal.

Where an order contains multiple items delivered separately, the 14-day period runs from receipt of the last item.

To exercise this right:

  • Email us at panneltac@gmail.com within 14 days of receiving the order, stating your order number and your decision to withdraw, or

  • Submit your withdrawal request directly through your account: Cancel or Return an Order

The item must be returned in its original packaging. You may try the holster on and check fit and retention, the same way you would in a shop. If it shows signs of actual carry or use — holster wear, retention marks, scuffing — we will deduct an amount from your refund reflecting the reduced value of the item, in accordance with § 56⁷ (4) VÕS.

Return shipping costs are the customer's responsibility for voluntary withdrawal of standard products, unless the item is defective or not as described.

If the product is defective or damaged, please include a description and clear photos when contacting us. In such cases, return shipping will be covered by us in accordance with § 222 VÕS.

❌ Individually Personalized Products

According to § 53 (4) p 3 VÕS and Article 16(c) of Directive 2011/83/EU, goods made to a consumer's individual specifications or clearly personalized to them are excluded from the 14-day right of withdrawal.

This applies only to products built to your individual input — for example, an item made to your specific body or gear measurements, or bearing personal engraving or markings requested by you. It does not apply to selecting among standard configuration options such as pistol model, handedness, color, or compatible accessories.

Any such individually personalized products will be clearly marked as non-returnable at the point of purchase, before you complete your order. They are non-returnable except where 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

Refunds for personalized items are granted only at our discretion where none of the above solutions resolve the issue. Each case is reviewed individually.

3. How to Request a Return or Withdrawal

To initiate a return or withdrawal:

  1. Contact us by email at panneltac@gmail.com, or use Cancel or Return an Order in your account — this is the fastest way to submit a withdrawal request.

  2. Include your order number, a clear description of the issue (if applicable), and photos if the item is defective or damaged.

  3. Return the product in its original packaging.

We will send you a confirmation of your withdrawal or return request by email without undue delay.

4. Refunds

If a refund is approved, it will be issued within 7 business days — and in any case no later than 14 calendar days — via the original payment method, in accordance with § 56⁷ VÕS and Article 13 of Directive 2011/83/EU. We may withhold the refund until the returned item has been received, or until you have provided proof of return shipment, whichever is earlier.

Where you selected a delivery option other than our cheapest standard delivery, we will refund only the cost of our cheapest standard delivery option, as permitted under Article 13(2) of Directive 2011/83/EU.

We reserve the right to decline or reduce a refund if the product:

  • Does not meet the return conditions above

  • Is a properly functioning, individually personalized item outside the exceptions in Section 2

  • Shows diminished value from use beyond necessary inspection, in which case a deduction will be applied instead of a decline

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 standard and individually personalized 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.