This Return & Warranty Policy governs all transactions between PANOAR (“we,” “us,” or “our”) and our business customers (“Buyer”). As a professional B2B manufacturer specializing in Tactical Vests, K9 Tactical Gear, Tactical Backpacks, and Tactical Belts, we maintain strict quality control standards while operating under industry-standard manufacturing practices. Please review this policy carefully before placing orders.

1. B2B Return Policy – No Remorse Returns

IMPORTANT: As a B2B manufacturer, PANOAR does not accept “change of mind,” “buyer’s remorse,” or “no-fault” returns. All bulk orders are manufactured to order based on confirmed specifications.

1.1 Made-to-Order Manufacturing

PANOAR operates as a contract manufacturer producing tactical equipment to customer specifications. Unlike retail operations, our production model is fundamentally different:

  • Custom Production: Each bulk order is manufactured according to the Buyer’s confirmed specifications, approved samples, or standard product configurations
  • Resource Commitment: Upon order confirmation and deposit receipt, we allocate raw materials, production capacity, and labor specifically for your order
  • Non-Resalable Inventory: Custom-manufactured products, especially those with OEM branding, specific colorways, or modified specifications, cannot be resold to other customers

1.2 No Consumer-Grade Return Rights

By placing an order with PANOAR, the Buyer acknowledges and agrees that:

  • Consumer protection laws regarding “cooling-off periods” or unconditional return rights do not apply to B2B manufacturing contracts
  • Orders cannot be cancelled or returned simply because the Buyer no longer requires the products
  • Market condition changes, demand fluctuations, or business circumstance changes do not constitute grounds for return
  • Dissatisfaction with product appearance that conforms to approved samples is not a valid return reason

1.3 Order Cancellation

Once production has commenced (typically upon receipt of deposit payment), order cancellation requests will be evaluated on a case-by-case basis. If cancellation is permitted, the Buyer may forfeit:

  • The full deposit amount
  • Costs of raw materials already procured
  • Any production work completed to date

2. Pre-Production Sample Approval

PANOAR strongly recommends that all Buyers request and approve pre-production samples before proceeding with bulk manufacturing. Sample approval serves as the binding quality benchmark for mass production.

2.1 Sample Development Process

1

Sample Request & Quotation

Buyer submits product specifications, design files, or reference images. PANOAR provides a sample quotation including development costs and timeline.

2

Sample Production

Upon payment of sample fees, PANOAR manufactures prototype samples using production-grade materials and processes. Typical sample lead time: 7-15 business days.

3

Buyer Evaluation & Testing

Buyer receives samples for thorough inspection, field testing, and evaluation. We recommend testing all functional aspects: stitching durability, hardware operation, load capacity, and material performance.

4

Written Approval or Revision

Buyer provides written sample approval via email or signed approval form. If modifications are needed, revised samples may be produced (additional fees may apply).

2.2 Sample Approval as Quality Standard

Once a sample is approved in writing by the Buyer, it becomes the official quality reference standard for bulk production. PANOAR guarantees that mass-produced goods will match the approved sample in materials, construction, dimensions, and workmanship.

The approved sample will be retained by PANOAR throughout the production process for quality control comparison. Buyers are advised to retain their own approved sample for reference upon receiving bulk shipments.

2.3 Proceeding Without Sample Approval

If the Buyer elects to proceed with bulk production without requesting or approving samples:

  • Production will be based on provided specifications, technical drawings, or standard product configurations
  • PANOAR shall not be liable for any discrepancies between the Buyer’s expectations and the delivered products, provided the products conform to documented specifications
  • No returns or refunds will be issued for products that meet the stated specifications but differ from the Buyer’s subjective expectations

2.4 Applicable Products

The sample approval process is particularly critical for:

  • K9 Tactical Harnesses: Sizing, handle placement, D-ring positioning, and MOLLE configuration
  • Tactical Backpacks: Compartment layout, zipper specifications, padding thickness, and strap adjustments
  • Plate Carriers & Tactical Vests: Plate pocket dimensions, cummerbund sizing, and attachment systems
  • Tactical Belts: Width, buckle type, inner/outer belt compatibility, and MOLLE spacing
  • OEM/ODM Products: Any products with custom branding, unique colorways, or modified specifications

3. Claims for Manufacturing Defects

PANOAR stands behind the quality of our manufacturing. If bulk shipments contain genuine manufacturing defects that deviate from the approved sample or documented specifications, we will work with the Buyer to resolve the issue fairly.

3.1 Definition of Manufacturing Defects

A manufacturing defect is defined as a flaw resulting from errors in our production process that causes the product to deviate materially from the approved sample or agreed specifications. Examples include:

  • Stitching Defects: Broken stitches, skipped stitches, unraveling seams, or improper bartacking
  • Hardware Failures: Defective buckles, broken zippers, malfunctioning fasteners, or improperly attached D-rings
  • Material Defects: Fabric tears, delamination, incorrect material used, or significant color variation from approved sample
  • Construction Errors: Incorrect assembly, misaligned components, or dimensional errors exceeding tolerance
  • Missing Components: Absent hardware, straps, or accessories that should be included per specification

3.2 Claim Submission Requirements

IMPORTANT: All claims for manufacturing defects must be submitted in writing within fourteen (14) calendar days of the Buyer receiving the bulk shipment.

To initiate a defect claim, the Buyer must:

  1. Submit Written Notice: Send an email to io@panoar.com with subject line “Defect Claim – [Order/PI Number]”
  2. Provide Clear Evidence: Include high-resolution photographs clearly showing the defect(s)
  3. Include Video Documentation: For functional defects (e.g., zipper failure, buckle malfunction), provide video evidence demonstrating the issue
  4. Quantify Affected Units: State the total quantity of defective units and the specific defect(s) observed
  5. Reference Approved Sample: If applicable, include comparison photos showing deviation from the approved sample
  6. Retain Defective Products: Do not discard, modify, or repair defective items pending claim resolution

3.3 Claim Review Process

Upon receiving a complete defect claim submission:

  • Acknowledgment: PANOAR will acknowledge receipt of the claim within 2 business days
  • Review Period: Our quality control team will review all submitted evidence within 5-7 business days
  • Additional Information: We may request additional photographs, videos, or physical samples of defective units
  • Determination: PANOAR will provide a written determination indicating whether the claim is accepted as a valid manufacturing defect

3.4 Remedies for Confirmed Defects

If PANOAR confirms that the defects are attributable to our manufacturing process, we will offer one or more of the following remedies at our discretion:

Replacement in Next Order

Defective unit quantities will be manufactured and shipped free of charge with the Buyer’s next bulk order. This is the preferred remedy for ongoing business relationships.

Replacement Parts or Components

For defects limited to specific components (e.g., buckles, zippers, straps), PANOAR will ship replacement parts for the Buyer to install, or provide credit for local repair.

Partial Refund or Credit

A negotiated partial refund or credit against future orders may be issued based on the defect rate and severity. Full refunds are generally not provided except in cases of extreme or widespread defects.

3.5 Claim Limitations

  • Claims submitted after the 14-day window may be declined at PANOAR’s discretion
  • Claims without adequate photographic/video evidence will not be processed
  • PANOAR’s liability is limited to the value of the defective products only
  • Consequential damages, lost profits, or indirect losses are expressly excluded

4. Warranty Exclusions

The following conditions and damages are expressly excluded from warranty coverage and manufacturing defect claims. PANOAR accepts no liability for products affected by these exclusions.

4.1 Normal Wear and Tear

Standard Product Degradation

Fading, pilling, minor fraying, surface abrasion, or gradual material softening resulting from normal use over time. All tactical equipment is subject to natural degradation with regular use.

4.2 Extreme Use & Abuse

Exceeding Design Specifications

Damage caused by loading products beyond their rated capacity, extreme tactical operations, or use in conditions beyond the product’s design parameters (e.g., prolonged submersion, extreme temperatures, corrosive environments).

Violent or Improper Use

Cuts, burns, punctures, ballistic damage, or tears caused by sharp objects, flames, or projectiles. Damage from dragging, crushing, or other forms of physical abuse.

K9 Equipment Damage

For K9 tactical harnesses and gear: damage caused by dog bites, chewing, scratching, or aggressive animal behavior. K9 equipment is designed for working dog operations but is not indestructible against the animal’s own actions.

4.3 Unauthorized Modifications

Webbing & Strap Modifications

Cutting, sewing, re-routing, or otherwise modifying original webbing, straps, or MOLLE attachment points. Any alterations to the original construction void warranty coverage.

Hook & Loop (Velcro) Modifications

Removal, replacement, or repositioning of original hook-and-loop panels. Adding aftermarket Velcro that damages the original fabric backing.

Hardware Replacement

Replacing original buckles, clips, or fasteners with third-party components. Any damage resulting from non-original hardware is excluded from coverage.

Unauthorized Repairs

Any repairs performed by parties other than PANOAR without prior written authorization. Amateur sewing, gluing, or patching that affects product integrity.

4.4 Other Exclusions

Shipping Damage

Damage occurring during transit is the responsibility of the shipping carrier. Claims must be filed with the carrier directly. PANOAR can assist with documentation for insurance claims.

Improper Storage or Care

Mold, mildew, rot, or deterioration caused by improper storage conditions. Damage from exposure to chemicals, solvents, or cleaning agents not recommended by PANOAR.

Cosmetic Variations

Minor variations in color shade, texture, or thread color that fall within acceptable manufacturing tolerances and do not affect product function. Natural material variations in genuine leather or specialty fabrics.

5. Inspection Upon Receipt

5.1 Inspection Obligation

The Buyer is obligated to inspect all goods promptly upon receipt. We recommend the following inspection protocol:

  • Outer Packaging: Check for visible damage to cartons before signing carrier delivery receipt
  • Quantity Verification: Count all units received against the packing list
  • Visual Inspection: Examine a representative sample (minimum 10% or 20 units, whichever is greater) for obvious defects
  • Functional Testing: Test zippers, buckles, Velcro, and other functional components on sample units
  • Comparison to Approved Sample: Compare received products against retained approved sample for conformity

5.2 Documentation

If defects or discrepancies are discovered during inspection:

  • Photograph all packaging, labeling, and product conditions immediately
  • Document defect types and quantities in writing
  • Preserve all original packaging materials
  • Submit claim within the 14-day window as outlined in Section 3

5.3 Deemed Acceptance

Goods shall be deemed accepted by the Buyer if no written claim is submitted within fourteen (14) calendar days of delivery. After this period, PANOAR is not obligated to consider defect claims.

6. Dispute Resolution

6.1 Good Faith Negotiation

PANOAR is committed to resolving all quality disputes fairly and professionally. In the event of a disagreement regarding defect claims:

  • Both parties agree to engage in good-faith negotiation to reach a mutually acceptable resolution
  • PANOAR may request physical samples of defective products be shipped to our facility for inspection at our expense
  • Third-party inspection services (e.g., SGS, Bureau Veritas) may be engaged by mutual agreement, with costs shared or allocated based on findings

6.2 Limitation of Liability

In all cases, PANOAR’s maximum liability for any claim shall not exceed the invoice value of the specific products subject to the claim. Under no circumstances shall PANOAR be liable for:

  • Loss of profits, revenue, or business opportunities
  • Consequential, incidental, or indirect damages
  • Costs of recall, replacement labor, or end-customer claims
  • Reputational damages or brand impact

7. Contact Information

For warranty inquiries, defect claims, or questions regarding this policy, please contact our Quality Assurance team:

PANOAR Quality Assurance Department

Email: io@panoar.com

Website: www.panoar.com

Response Time: Within 48 business hours (GMT+8)

By placing an order with PANOAR, the Buyer acknowledges that they have read, understood, and agree to be bound by this Return & Warranty Policy. PANOAR reserves the right to update this policy at any time. The version in effect at the time of order placement shall govern that transaction.