Returns, Refunds and Right of Withdrawal

Information on returns, refunds, the 14-day right of withdrawal, and the handling of incorrect, damaged, defective or non-conforming products.

Last updated: 23 July 2026 This page governs the right of withdrawal, product returns, refunds and the handling of incorrect, damaged, defective or non-conforming items purchased through rolling_papers. The provisions below must be read together with the Terms and Conditions of Sale and the Shipping and Payments page.

1. Seller identity and contact details

  • Owner: Despoina Grigoriadou
  • Trading name: rolling_papers
  • Address: Karaoli Dimitriou 10, Nea Karvali, 64006, Greece
  • VAT number: EL116306705
  • Email: shop@e-cartine.it
  • Telephone: +30 695 900 6904

2. Scope

The statutory right of withdrawal described on this page applies to Customers who purchase as Consumers under a distance contract. A Consumer is a natural person who purchases for purposes outside that person’s business, trade, craft or professional activity. Professional Customers and B2B transactions do not automatically benefit from the statutory consumer right of withdrawal unless otherwise agreed in writing or required by mandatory law.

3. Withdrawal within 14 days

Subject to the exceptions provided by law, the Consumer may withdraw from the contract within fourteen days without giving a reason and without incurring costs other than those expressly provided on this page. The intention to withdraw may also be communicated before the products are physically received.

4. Start and calculation of the withdrawal period

The withdrawal period expires fourteen days after the day on which the Consumer, or a third party designated by the Consumer other than the carrier, acquires physical possession of the products. Where one order contains several products delivered separately, the period runs from delivery of the last product. Where goods are delivered in several lots or pieces, the period runs from delivery of the last lot or piece. Periods are calculated in calendar days.

5. How to exercise the right of withdrawal

To exercise the right of withdrawal, the Consumer must communicate the decision by means of a clear and unequivocal statement. The notice may be sent to: shop@e-cartine.it It is advisable to include:
  • the Customer’s first and last name;
  • order number;
  • order date and delivery date;
  • the products concerned;
  • an express statement of the intention to withdraw;
  • an email address or telephone contact;
  • any useful supporting documentation.
The Consumer may use the model withdrawal form on this page but is not required to do so. The deadline is met if the communication is sent before the fourteen-day period expires.

6. Confirmation of the request

After receiving the communication, the Seller normally sends confirmation by email and may provide:
  • a case number or reference;
  • return instructions;
  • the return address;
  • instructions on documentation to place in the parcel;
  • information needed to identify the order correctly.
The absence of an immediate automatic reply does not invalidate a withdrawal validly communicated within the deadline.

7. Return of products

After communicating the withdrawal, the Consumer must return the products without undue delay and in any event within fourteen days from the date of the communication. The deadline is met if the product is handed to the carrier before the fourteen-day period expires. Unless the Seller provides different instructions, the return address is: rolling_papers Despoina Grigoriadou Karaoli Dimitriou 10 Nea Karvali, 64006 Greece The Customer must not send the product to an address belonging to the carrier, payment provider, manufacturer or another party unless the Seller has first given express instructions to do so.

8. Direct cost of return

Where withdrawal is due simply to a change of mind, the direct cost of returning the goods is borne by the Consumer. The Consumer may freely choose the carrier provided that the shipping method is appropriate to the nature and value of the product. It is advisable to use a traceable service and keep:
  • the shipping receipt;
  • the tracking number;
  • evidence of parcel weight, if available;
  • photographs of the product and packaging before dispatch.
The Seller instead bears the necessary return costs where the product received is incorrect, damaged, defective or non-conforming for a reason attributable to the Seller.

9. Cash-on-delivery returns

Returns must not be sent cash on delivery or with costs automatically charged to the recipient unless this has been agreed in advance. This rule does not transfer to the Consumer any costs that by law must remain the Seller’s responsibility.

10. Condition of returned products

The Consumer may inspect the product to the extent necessary to establish its nature, characteristics and functioning, as would reasonably be possible in a physical shop. The product should be returned:
  • complete with all parts;
  • together with any accessories and instructions received;
  • with labels, codes and packaging still available;
  • adequately protected for transport;
  • without alterations that were unnecessary for normal inspection.
The absence of the outer packaging alone does not automatically remove the right of withdrawal.

11. Diminution in value

The Consumer is liable only for any diminished value resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the product. Any diminution in value must be assessed in the specific case and may not be imposed as an automatic penalty. The Seller may document the condition of the returned product by photographs, video, parcel-weight checks and an internal inspection report.

12. Refund following withdrawal

Where withdrawal concerns the entire order, the Seller refunds:
  • the price of the returned products;
  • any other amounts that must be refunded by law;
  • the cost of the standard delivery method initially offered by the Seller.
If the Consumer chose a more expensive delivery method than the standard option, the Seller is not required to reimburse the additional cost. In the event of partial withdrawal, reimbursement of the initial shipping charges is determined in accordance with applicable law and taking account of any actual change in delivery cost.

13. Refund deadline

The refund is made without undue delay and in any event within fourteen days from the day on which the Seller was informed of the decision to withdraw. The Seller may withhold the refund until:
  • the returned products have been received; or
  • the Consumer has supplied reliable evidence that they have been sent back;
whichever occurs first.

14. Refund method

Unless expressly agreed otherwise, the refund is made using the same means of payment used for the order. The Consumer does not incur charges applied directly by the Seller for receiving the refund. The time required for the amount to appear may depend on the bank, card issuer or payment provider.

15. Refunds by bank transfer

Where the original payment was made by bank transfer, or where it is technically impossible to refund using the same method, the Seller may request:
  • the account holder’s name;
  • IBAN;
  • BIC/SWIFT, where necessary;
  • other information strictly necessary to execute the refund.
Bank details must be communicated only through the official channels indicated by the Seller.

16. Exceptions to the right of withdrawal

The right of withdrawal does not apply in the cases expressly provided by applicable law. Depending on the specific characteristics of the product, these may include:
  • goods made to the Consumer’s specifications or clearly personalised;
  • goods liable to deteriorate or expire rapidly;
  • sealed goods that are not suitable for return for reasons of health protection or hygiene and that have been unsealed after delivery;
  • goods which, after delivery, become inseparably mixed with other items;
  • other categories expressly excluded by law.
Opening the packaging alone does not automatically exclude withdrawal. The exception must actually apply to the nature of the goods and to the conditions laid down by law.

17. Sealed products and opened packaging

Where a product carries a seal intended to meet genuine hygiene or health-protection requirements, the Customer is invited to check its format, characteristics and compatibility carefully before opening it. The mere presence of wrapping film, a commercial sticker or ordinary packaging does not automatically cause loss of the right of withdrawal.

18. Incorrect product, wrong quantity or incomplete order

If the Customer receives a different product from the one ordered, the wrong quantity or an incomplete order, the Customer must contact: shop@e-cartine.it The communication should include:
  • order number;
  • product ordered;
  • product received;
  • quantity concerned;
  • photographs of the contents of the parcel;
  • a photograph of the shipping label.
Once the error is confirmed, the Seller adopts an appropriate solution without imposing unjustified costs on the Consumer.

19. Damage during transport

If the parcel shows visible damage, the Customer is invited, where possible, to:
  • make a specific reservation with the carrier;
  • photograph the parcel before opening it;
  • photograph the damaged product;
  • keep the packaging and label;
  • inform the Seller promptly.
Failure to make a reservation with the carrier or the absence of immediate notice does not automatically remove the Consumer’s mandatory rights.

20. Defective or non-conforming products

The right of withdrawal for change of mind is separate from the statutory guarantee of conformity. Where a product is defective, does not correspond to its description, does not have the promised characteristics or is not fit for its normally intended use, the Consumer may exercise the rights provided under the statutory guarantee. Depending on the conditions established by applicable law, remedies may include:
  • repair;
  • replacement;
  • a proportionate reduction in price;
  • termination of the contract and refund.
For new goods, the Consumer benefits from at least two years of statutory guarantee from delivery, without prejudice to any more favourable national provisions.

21. Procedure for defects or lack of conformity

The Customer must describe the problem in reasonable detail and, where useful, attach photographs or video. The Seller may require the product to be returned in order to carry out the necessary checks. When the defect or lack of conformity is confirmed, the necessary costs of return, repair, replacement or re-dispatch are borne by the Seller within the limits provided by law. A request for photographs, information or return of the product is intended for verification and may not be used to eliminate or unjustifiably delay a right belonging to the Customer.

22. Non-delivery or lost parcel

If the parcel is not delivered or tracking shows an anomaly, the Customer must contact the Seller. The Seller may:
  • verify the address provided;
  • open an investigation with the carrier;
  • request a declaration of non-receipt;
  • check proof of delivery;
  • arrange a replacement shipment or refund where loss is confirmed.
A request for cooperation may not be used to unjustifiably delay a remedy that is due.

23. Cancellation before dispatch

The Customer may request cancellation of the order before dispatch by writing to: shop@e-cartine.it Cancellation is confirmed if the order has not yet been handed to the carrier and has not entered an irreversible operational stage. If dispatch has already taken place, the Consumer may exercise the right of withdrawal in accordance with the procedure on this page.

24. Failure to collect or refusal of the parcel

Failure to collect or simple refusal of a parcel does not automatically constitute a valid notice of withdrawal. The Consumer must clearly state the intention to withdraw. If the parcel is returned because of an incorrect address, failure to collect, repeated absence or refusal not accompanied by a valid notice, only actual, documented costs lawfully attributable to the Customer may be deducted.

25. Product exchange

Direct exchange of an item is not a separate legal right unless requested as a remedy for a defective or non-conforming product. For a simple change of size, model or variant, the Customer may:
  • exercise the right of withdrawal in respect of the original product;
  • return it under the applicable procedure;
  • place a new order for the desired product.
Where operationally possible, the Seller may agree a simpler exchange procedure.

26. Promotional products, bundles and gifts

Products purchased on promotion have the same statutory rights as other products. Where withdrawal concerns a bundle, set or combined offer, the refund is calculated taking account of:
  • the products actually returned;
  • the overall discount applied;
  • the terms of the offer;
  • any free products linked to the purchase.
If a partial return means that the conditions of the promotion are no longer met, the refund may be recalculated transparently on the basis of the prices and discounts that actually apply.

27. Discount codes, vouchers and credits

A refund cannot exceed the amount actually paid by the Customer. Where the order was paid in part using a discount code, voucher or commercial credit, the refund may be divided between:
  • the means of payment used;
  • reinstatement of the credit or voucher, if still valid;
  • another method agreed and permitted by law.

28. Returns in B2B transactions

The fourteen-day right of withdrawal does not automatically apply to purchases made by businesses, resellers or professionals acting in the course of their activity. B2B returns may be accepted:
  • where defects or errors are present;
  • where provided for in agreed professional terms;
  • subject to the Seller’s commercial authorisation;
  • in other cases established by applicable law.
Occasional acceptance of a B2B return does not automatically create a right in respect of future orders.

29. Payment disputes and chargebacks

The Customer retains the right to dispute unauthorised transactions, fraud, non-delivery or incorrect charges. Before initiating a chargeback, the Customer is invited to contact the Seller so that a prompt review can be carried out, without limiting the Customer’s rights. In accordance with the Privacy Policy, the Seller may provide the payment provider with:
  • order data;
  • communications with the Customer;
  • proof of dispatch;
  • proof of delivery;
  • proof of refund;
  • other information relevant to the dispute.
Knowingly submitting a false dispute or maintaining a chargeback after already receiving a full refund of the same amount is not permitted.

30. Retention of documentation

In accordance with the Privacy Policy, the Seller may retain:
  • withdrawal requests;
  • communications;
  • proof of dispatch and delivery;
  • photographs of returned products;
  • inspection results;
  • refund documentation;
  • transaction identifiers;
  • information necessary to manage complaints and disputes.

31. Complaints

For complaints concerning returns and refunds: shop@e-cartine.it The complaint should state:
  • the Customer’s name;
  • order number;
  • the product concerned;
  • a description of the problem;
  • the requested solution;
  • available supporting documentation.

32. Model withdrawal form

The following form may be copied and sent by email. Its use is not mandatory.
To: rolling_papers Despoina Grigoriadou Karaoli Dimitriou 10 Nea Karvali, 64006, Greece Email: shop@e-cartine.it I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: __________________________________________________ Order number: __________________________________________________ Ordered on: __________________________________________________ Received on: __________________________________________________ Name of Consumer: __________________________________________________ Address of Consumer: __________________________________________________ Email or telephone: __________________________________________________ Date: __________________________________________________ Signature of Consumer, only if this form is submitted on paper: __________________________________________________

33. Applicable law and mandatory rights

This page is governed by Greek law without depriving the Consumer of mandatory protections granted by the law of the Consumer’s country of habitual residence where applicable. Nothing on this page limits or removes rights that may not lawfully be excluded.

34. Updates to this page

This page may be amended following changes to legislation, operating procedures, addresses or contact details. For each order, the conditions communicated and available at the time of submission apply, without prejudice to any later update that is more favourable to the Consumer.

35. Contact details

Main legal references

  • Directive 2011/83/EU on consumer rights;
  • Directive (EU) 2019/771 on certain aspects concerning contracts for the sale of goods;
  • applicable Greek implementing legislation;
  • mandatory consumer-protection rules applicable to the individual transaction.