Customer-Supplied Items & Decoration Liability Policy

Effective Date: May 6, 2026
Last Updated: May 12, 2026

1. Overview & Scope

This Customer-Supplied Items & Decoration Liability Policy (“Policy”) governs all orders in which the Customer provides garments, headwear, accessories, drinkware, hard goods, substrates, or any other physical item (“Customer-Supplied Item”) to Panda Prints LLC (“Panda Prints,” “we,” “us,” or “our”) for decoration, embroidery, laser engraving, laser cutting, sublimation printing, direct-to-film (DTF) heat transfer, vinyl application, or any other production service (collectively, “Decoration Services”).

This Policy applies to all Customers regardless of how an order is placed — online, by phone, by email, or in person — and regardless of the value, nature, or origin of the item submitted. By submitting a Customer-Supplied Item and making payment on any order that includes one, the Customer acknowledges full understanding of and unconditional agreement to this Policy.

2. Accepted Item Types

Panda Prints LLC accepts a broad range of Customer-Supplied Items for Decoration Services, including but not limited to:

Apparel (t-shirts, polos, hoodies, jackets, tank tops, and similar garments)
Headwear (structured and unstructured hats, beanies, visors, and similar items)
Bags and totes
Drinkware (tumblers, mugs, water bottles, glassware, and similar vessels)
Hard goods (cutting boards, coasters, keychains, acrylic panels, wood blanks, and similar substrates)
Any other item deemed suitable for our production processes at Panda Prints LLC’s sole discretion

Acceptance of any Customer-Supplied Item is always subject to a pre-submission inspection (see Section 4) and is never guaranteed in advance. Panda Prints LLC reserves the right to refuse any item at any time.

3. Submission Requirements

All Customer-Supplied Items must be submitted in a condition that is ready for production. Specifically, all items must be:

Clean and dry — free from dirt, debris, moisture, odors, stains, lint, or any substance that may contaminate production equipment or interfere with adhesion, embroidery, engraving, or printing
Accurately described — the Customer must provide complete material composition information including fabric content, coating type, brand, and model number where applicable
Free of pre-existing damage — items with existing tears, holes, fading, warping, prior embellishments, or structural weakness must be disclosed in full before submission
Appropriate for the requested process — the Customer is responsible for ensuring the item is compatible with the Decoration Service requested; Panda Prints LLC is not obligated to advise on compatibility and bears no liability if an incompatible item is submitted

Items that do not meet these requirements may be refused, returned to the Customer at their expense, or processed at the Customer’s sole risk with no liability to Panda Prints LLC for any resulting damage.

4. Pre-Submission Inspection & Right to Refuse

Prior to beginning any Decoration Services, Panda Prints LLC will conduct a reasonable visual inspection of Customer-Supplied Items. This inspection is a professional courtesy only. It does not constitute a comprehensive assessment of the item’s structural integrity, material composition, coating compatibility, or fitness for any specific Decoration Service. A visual inspection may not reveal hidden defects, internal structural damage, incompatible treatments, prior repairs, or material conditions that only manifest under heat, pressure, or mechanical stress.

Panda Prints LLC reserves the right, at its sole and absolute discretion, to refuse any Customer-Supplied Item at any time — before, during, or after an initial inspection — for any reason, including but not limited to:

Items deemed unsuitable, structurally compromised, or incompatible with our equipment or processes
Items with undisclosed or discovered pre-existing damage, defects, or prior alterations
Items constructed of materials that present an elevated or unpredictable risk of damage during the decoration process
Items with specialty coatings, treatments, or finishes that may react adversely to heat, pressure, needles, or laser energy
Items of significant declared, apparent, or sentimental value where our liability would be disproportionate to the service fee
Items that present any health, safety, or equipment risk to our staff or facility

If an item is refused after submission, the Customer will be notified promptly and given a reasonable opportunity to retrieve the item at their own cost. No production fees will be charged for items refused before any work is performed. If refusal occurs mid-production due to a condition that was not apparent during initial inspection, applicable labor and setup costs may still be charged.

5. Pricing for Customer-Supplied Items

Orders involving Customer-Supplied Items are priced separately from orders fulfilled entirely with Panda Prints LLC-sourced goods. Decoration Services on Customer-Supplied Items are quoted on a per-order basis and reflect the nature of the item, the complexity of the requested decoration, and applicable setup, handling, and processing requirements. All pricing will be provided to the Customer prior to production, and no work will begin without confirmed approval.

6. Inherent Risks of Decoration Services

The Customer acknowledges and agrees that all Decoration Services carry inherent risks of damage to or destruction of the item being decorated. These risks exist regardless of the skill, care, or technique applied by Panda Prints LLC’s team, and are an unavoidable characteristic of the processes involved. Known risks include, but are not limited to:

Embroidery: Fabric puckering, distortion, needle perforations, thread tension marks, structural stress, fraying at stitch edges, or tearing — particularly on delicate, lightweight, loosely woven, or stretch fabrics; damage is more likely on fabrics not designed for embroidery
Laser Engraving & Laser Cutting: Scorching, burning, discoloration, charring, smoke residue, warping, cracking, melting, or removal of material beyond the intended design area — results vary significantly based on material composition, density, and coating
Heat Press / DTF Heat Transfer: Heat marks, press impressions, fabric scorching, dye migration, fabric shrinkage or warping, adhesion failure, coating delamination, or permanent alteration of fabric texture — more pronounced on heat-sensitive, synthetic, moisture-wicking, or treated fabrics
Sublimation Printing: Color bleed, dye migration, uneven saturation, ghosting, or adhesion failure — sublimation requires specific polymer-coated or 100% polyester substrates; results on non-sublimation-ready items are entirely unpredictable and unguaranteed
All Processes: Unexpected reactions due to undisclosed or unknown material composition, hidden manufacturing defects, pre-existing structural weakness, or incompatible treatments already applied to the item

This list is illustrative, not exhaustive. Additional risks may exist depending on the specific item and process involved.

7. Assumption of Risk & Release of Liability

By submitting any Customer-Supplied Item for Decoration Services and by making payment on any order that includes a Customer-Supplied Item, the Customer expressly, voluntarily, knowingly, and irrevocably:

Acknowledges full awareness of the inherent risks of damage to or destruction of Customer-Supplied Items associated with the Decoration Services requested, as described in Section 6 and otherwise;
Assumes all such risks in full;
Releases Panda Prints LLC, its owners, officers, employees, contractors, and agents from any and all claims, demands, losses, costs, expenses, and liabilities of any kind arising from or related to damage to or destruction of Customer-Supplied Items resulting from the performance of Decoration Services, whether caused by the acts, omissions, or negligence of Panda Prints LLC or otherwise; and
Waives any right to seek compensation from Panda Prints LLC for the value of any Customer-Supplied Item damaged or destroyed in the course of performing the requested Decoration Services, except as expressly limited in Section 10.

8. Payment as Binding Contractual Agreement

Payment on any order that includes Customer-Supplied Items constitutes the Customer’s binding, electronic acknowledgment of and agreement to this Policy in full. The act of payment serves as the Customer’s legally binding acceptance of the following declaration, which is incorporated by reference into all invoices, order confirmations, quotes, and receipts issued by Panda Prints LLC for any order involving Customer-Supplied Items:

“I understand that items I have supplied for embroidery, laser engraving, laser cutting, printing, sublimation, heat transfer, or any other decoration or production service may be damaged or destroyed during the process. I have been informed of the risks inherent to the service requested. I voluntarily assume all such risks and release Panda Prints LLC, its owners, employees, and agents from all liability for any damage to or loss of my supplied items resulting from any cause whatsoever, including acts or omissions of Panda Prints LLC, to the fullest extent permitted by law.”

9. Customer’s Disclosure Obligations

The Customer bears the sole and exclusive responsibility for providing complete and accurate information about all Customer-Supplied Items, including but not limited to:

Full material composition (fiber content, coating type, material hardness, finish type)
Item brand and model number, where applicable
Any prior treatments, alterations, coatings, or embellishments already applied to the item
Any known sensitivities, defects, or conditions the item may have
The approximate retail or replacement value of the item, if it exceeds $100

Panda Prints LLC relies on this information to select appropriate process parameters, settings, and techniques. If inaccurate, incomplete, misleading, or no information is provided and damage results, Panda Prints LLC bears no liability whatsoever for that outcome.

If the material composition of an item is unknown or uncertain at the time of submission, the Customer must clearly disclose this uncertainty before the item is accepted. Panda Prints LLC may, at its sole discretion, decline to process items of unknown or uncertain composition, or proceed at the Customer’s exclusive risk with no liability to Panda Prints LLC for any resulting damage.

10. Limitation of Liability for Customer-Supplied Items

In any circumstance in which Panda Prints LLC is found liable for damage to or loss of a Customer-Supplied Item, notwithstanding all of the foregoing, our maximum total liability is strictly limited to the lesser of:

The actual, documented replacement cost of the damaged item at the time of loss (based on the current retail price of an equivalent item in the same condition — not original purchase price, not sentimental value, not collectible or appreciation value, and not any value assigned by the Customer); or
The total amount paid by the Customer to Panda Prints LLC for Decoration Services on that specific item in that specific order.

Panda Prints LLC shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from damage to or destruction of Customer-Supplied Items under any circumstances, including but not limited to sentimental value, irreplaceability, emotional distress, lost business revenue, or event-related losses (e.g., items needed for a wedding, event, or deadline that cannot be replaced in time).

Panda Prints LLC expressly disclaims all liability for Customer-Supplied Items that are one-of-a-kind, irreplaceable, hold sentimental value, or have a declared or apparent monetary value that exceeds the cost of the Decoration Services requested. Customers who choose to submit such items do so voluntarily, with full knowledge of and acceptance of all risk.

11. Pre-Existing Conditions

Panda Prints LLC is not liable for any damage, defect, failure, or deterioration that originates from or is consistent with a condition present in the Customer-Supplied Item prior to our receipt of it. This includes, without limitation, pre-existing wear, structural weakness, fading, prior repairs, prior embellishments, manufacturing defects, incompatible coatings, or material instability. If damage occurs during production and is consistent with or reasonably attributable to a pre-existing condition — whether or not that condition was identified during initial inspection — Panda Prints LLC’s liability is fully extinguished.

12. Reporting & Dispute Resolution

In the event that a Customer believes a Customer-Supplied Item was damaged during Decoration Services, the Customer must notify Panda Prints LLC in writing at [email protected] within 5 business days of receiving the completed order. Notifications must include the order number, a description of the claimed damage, and photographic documentation. Claims submitted after this window will not be considered and no remedy will be provided.

Panda Prints LLC will review all timely claims in good faith and make reasonable efforts to reach a fair resolution. However, the assumption of risk in Section 7, the payment acknowledgment in Section 8, and the limitation of liability in Section 10 govern all disputes arising under this Policy. Any unresolved dispute shall be subject to the governing law and jurisdiction provisions set forth in Section 13 below, as well as the governing law provisions set forth in our Terms & Conditions, which are incorporated herein by reference.

13. No Guarantee of Results

Panda Prints LLC makes no representations, warranties, or guarantees regarding the specific visual outcome of any Decoration Service performed on a Customer-Supplied Item. Color matching, texture rendering, and final appearance may vary depending on the item’s material composition, surface condition, and compatibility with the requested process. Results on Customer-Supplied Items may differ from results produced on Panda Prints LLC-sourced substrates. No refund or remedy will be provided solely on the basis of an outcome that the Customer considers unsatisfactory when the Decoration Service was performed correctly and without defect.

14. Governing Law

This Policy shall be governed by and construed in accordance with the laws of the State of Georgia, without regard to its conflict of law provisions. Any dispute arising out of or relating to this Policy shall be subject to the exclusive jurisdiction of the state and federal courts located in Cobb County, Georgia.

15. Severability

If any provision of this Policy is found to be unenforceable or invalid by a court of competent jurisdiction, that provision will be limited or eliminated to the minimum extent necessary, and the remaining provisions will continue in full force and effect.

16. Policy Updates

Panda Prints LLC reserves the right to update or modify this Policy at any time without prior notice. The most current version will always be published at pandaprintworks.com/customer-supplied-items-policy. Continued use of our services following any modification constitutes your acceptance of the updated Policy.

17. Questions

If you have questions about this Policy or would like to discuss a specific item before submitting it, please reach out before your order is placed:

Email: [email protected]
Phone: (954) 625-9374
Hours: Mon–Fri 8 AM – 7 PM, Sat 10 AM – 7 PM, Sun 11 AM – 4 PM (Eastern)