Returns, Refunds and Right of Withdrawal

Last updated: July 12, 2026

This page governs the right of withdrawal, product returns, refunds and the handling of incorrect, damaged or non-conforming products purchased through www.ecartine.it.

Le presenti disposizioni devono essere lette insieme ai Terms and Conditions of Sale and the Shipping and Payments.

1. Seller identity and contact details

• Owner: Ioannis Demertzis
• Trading name: Smoking Rolling Paper / Cartine per Rollare
• Address: Karaoli Dimitriou 10, Nea Karvali, 64006, Greece
• VAT number: EL116306705
• Email: shop@ecartine.it
• Telephone: +30 6959 006 904

2. Scope

The statutory right of withdrawal described on this page applies to Customers who purchase as Consumers under a distance contract.

Per Consumer means a natural person who purchases for purposes outside their business, commercial, craft or professional activity.

Professional Customers and B2B transactions do not automatically benefit from the statutory right of withdrawal provided for consumers, unless otherwise agreed in writing or required by mandatory law.

3. Right of withdrawal within 14 days

Subject to the exceptions provided by law, the Consumer has the right to withdraw from the contract within fourteen days, without having to provide a reason and without incurring costs other than those expressly indicated on this page.

The Consumer may communicate the withdrawal even before physically receiving the products.

4. Start of the withdrawal period

The withdrawal period expires fourteen days after the day on which the Consumer, or a third party indicated by the Consumer other than the courier, takes physical possession of the products.

When a single order includes several products delivered separately, the period begins on the day the last product is delivered.

When a product is delivered in several lots or pieces, the period begins on the day the last lot or piece is delivered.

I termini sono calcolati in giorni di calendario.

5. How to exercise the right of withdrawal

To exercise the right of withdrawal, the Consumer must communicate the decision through a clear and unequivocal statement.

La comunicazione può essere inviata a:

shop@ecartine.it

The notice should include:

• the Customer's full name;
• the order number;
• the order and delivery dates;
• the products concerned;
• an express statement of the decision to withdraw;
• an email address or telephone number;
• any useful supporting documents.

The Consumer may use the model form provided on this page, but its use is not mandatory.

The deadline is met when the communication is sent before the fourteen-day period expires.

6. Confirmation of the request

After receiving the notice, the Seller normally sends confirmation by email and may provide:

• a case number or reference;
• return instructions;
• the return address;
• information about documents to place inside the parcel;
• any details required to identify the order.

Failure to receive an immediate automated response does not invalidate a withdrawal validly communicated within the time limit.

7. Returning products

After communicating the withdrawal, the Consumer must return the products without undue delay and in any event within fourteen days from the date on which the decision was communicated.

The deadline is met when the product is handed over to the courier before the fourteen-day period expires.

Unless otherwise instructed by the Seller, the return address is:

Smoking Rolling Paper / Cartine per Rollare
Ioannis Demertzis
Karaoli Dimitriou 10
Nea Karvali, 64006
Greece

The Customer is advised not to send products to addresses belonging to the carrier, payment service provider, manufacturer or any other person without the Seller's prior instructions.

8. Direct return costs

Where withdrawal is due to a simple change of mind, the Consumer bears the direct cost of returning the products.

The Consumer may choose the courier, provided that the method used is appropriate to the nature and value of the product.

È consigliato utilizzare una spedizione tracciabile e conservare:

• the shipping receipt;
• the tracking number;
• evidence of parcel weight, where available;
• photographs of the product and parcel before shipping.

The Seller 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

Non devono essere inviate restituzioni in contrassegno o con spese addebitate automaticamente al destinatario senza preventivo accordo.

This provision does not transfer to the Consumer any costs that must, by law, be borne by the Seller.

10. Condition of returned products

The Consumer may inspect the product to the extent necessary to establish its nature, characteristics and functioning, as could reasonably be done in a physical shop.

Il prodotto dovrebbe essere restituito:

• complete with all parts;
• with accessories and instructions received;
• with available labels, codes and packaging;
• adequately protected during transport;
• without alterations beyond what is necessary for normal inspection.

Absence of the outer packaging does not automatically remove the right of withdrawal.

11. Diminished value

The Consumer is liable only for any diminished value resulting from handling the product beyond what is necessary to establish its nature, characteristics and functioning.

L’eventuale diminuzione di valore deve essere valutata concretamente e non viene applicata come penale automatica.

The Seller may document the condition of the returned product by means of photographs, videos, the parcel weight and an internal inspection report.

12. Refund following withdrawal

Where withdrawal concerns the whole order, the Seller refunds:

• the price of 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 standard delivery, the Seller is not required to refund the additional cost of the more expensive method.

Where withdrawal concerns only part of the order, reimbursement of the initial shipping costs is determined in accordance with applicable law and any actual change in the 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 were sent;

whichever occurs first.

14. Refund method

Unless otherwise expressly agreed, the refund is made using the same means of payment used for the order.

The Consumer does not bear any fees directly charged by the Seller for the refund.

I tempi necessari affinché l’importo sia visibile possono dipendere dalla banca, dall’emittente della carta o dal prestatore di pagamento.

15. Bank transfer

Where the original payment was made by bank transfer, or where a refund through the same method is not technically possible, the Seller may request:

• the account holder's name;
• IBAN;
• BIC/SWIFT, where required;
• other details strictly necessary for the refund.

Bank details must be sent 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 for by applicable law.

Depending on the specific characteristics of the product, these cases may include:

• goods made to the Consumer's specifications or clearly personalized;
• goods liable to deteriorate or expire rapidly;
• sealed goods not suitable for return for health-protection or hygiene reasons where the seal has been broken after delivery;
• goods which, after delivery, are inseparably mixed with other items;
• other categories expressly excluded by law.

A product is not excluded from withdrawal merely because the packaging has been opened. Any exception must apply to the specific nature of the goods and the legal conditions must be met.

17. Sealed products and opened packaging

When a product is delivered with a seal that serves genuine hygiene or health-protection needs, the Customer is invited to check the format, features and compatibility carefully before opening it.

The mere presence of film wrapping, a commercial sticker or ordinary packaging does not automatically result in the loss of the right of withdrawal.

18. Incorrect products or missing quantities

Where the Customer receives a product different from the one ordered, an incorrect quantity or an incomplete order, the Customer must contact:

shop@ecartine.it

The communication should include:

• the order number;
• the product ordered;
• the product received;
• the quantity concerned;
• photographs of the parcel contents;
• a photograph of the shipping label.

Where the error is confirmed, the Seller arranges an appropriate solution without unjustified cost to the Consumer.

19. Products damaged in transit

Where the parcel shows visible damage, the Customer is advised, 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 to notify the Seller immediately does not automatically remove the Consumer's mandatory rights.

20. Defective or non-conforming products

The right of withdrawal for a change of mind is separate from the statutory guarantee of conformity.

When a product is defective, does not match the description, lacks the promised characteristics or is not suitable for its normal intended use, the Consumer may exercise the rights arising from the statutory guarantee.

Secondo le condizioni previste dalla normativa applicabile, i rimedi possono comprendere:

• repair;
• replacement;
• a proportionate price reduction;
• termination of the contract and a refund.

For new goods, the Consumer benefits from at least two years of statutory guarantee from delivery, without prejudice to more favorable national provisions.

21. Procedure for defective or non-conforming products

The Customer must provide a reasonably detailed description of the problem and, where useful, photographs or videos.

The Seller may request the return of the product for inspection.

When the defect or lack of conformity is confirmed, the necessary costs of return, repair, replacement or reshipment are borne by the Seller within the limits provided by law.

A request for photographs, information or return is intended to facilitate verification and may not be used to remove or unjustifiably delay a right that is due.

22. Non-delivery or lost parcel

When the parcel is not delivered or tracking shows an anomaly, the Customer must contact the Seller.

Il Venditore può:

• verify the address;
• open an investigation with the carrier;
• request a declaration of non-receipt;
• check proof of delivery;
• arrange reshipment or a refund where loss is confirmed.

A request for cooperation must not be used to unjustifiably delay a remedy that is due.

23. Cancellation before shipment

The Customer may request cancellation before shipment by writing to:

shop@ecartine.it

Cancellation is confirmed when the order has not yet been handed over to the courier or has not entered an irreversible operational stage.

When shipment has already taken place, the Consumer may exercise the right of withdrawal in accordance with the procedure set out on this page.

24. Failure to collect or refusal of the parcel

Mere failure to collect or refusal of the parcel does not automatically constitute a valid notice of withdrawal.

The Consumer must clearly communicate the decision to withdraw.

When the parcel is returned because of an incorrect address, failure to collect, repeated absence or refusal not accompanied by a valid declaration, only actual, documented costs legally attributable to the Customer may be deducted.

25. Product exchanges

A direct product exchange does not constitute an independent right, unless requested as a remedy for a defective or non-conforming product.

For a simple change of format, model or variant, the Customer may:

• exercise the right of withdrawal for the original product;
• return it under the applicable procedure;
• place a new order for the desired product.

The Seller may agree to a simpler exchange procedure where operationally possible.

26. Promotional products, bundles and gifts

Products purchased on promotion benefit from the same statutory rights as other products.

When withdrawal concerns a bundle, set or combined offer, the refund amount is calculated taking into account:

• the products actually returned;
• the overall discount applied;
• the terms of the offer;
• any free products linked to the purchase.

Where a partial return means the conditions of a promotion are no longer met, the refund may be recalculated transparently on the basis of the prices and discounts actually applicable.

27. Discount codes and vouchers

The refund may not exceed the amount actually paid by the Customer.

When an order was paid partly with a code, voucher or store credit, the refund may be divided between:

• the payment method used;
• restoration of the credit or voucher, where still valid;
• another agreed and legally permitted method.

28. B2B returns

The fourteen-day right of withdrawal does not automatically apply to purchases made by businesses, resellers or professionals in the course of their activities.

Le restituzioni B2B possono essere accettate:

• where products are defective or supplied in error;
• where provided by the agreed business terms;
• with the Seller's prior commercial authorization;
• in other cases required by applicable law.

Occasional acceptance of a B2B return does not automatically create a right for future orders.

29. Payment disputes and chargebacks

The Customer retains the right to dispute unauthorized transactions, fraud, non-delivery or incorrect charges.

Before initiating a chargeback, the Customer is invited to contact the Seller to allow a prompt review, without limiting the Customer’s rights.

The Seller may provide the payment service provider, in accordance with the Privacy Policy, with:

• order data;
• communications with the Customer;
• proof of shipment;
• proof of delivery;
• proof of refund;
• other information relevant to the dispute.

A Customer must not knowingly submit a false dispute or maintain a chargeback after receiving a full refund of the same amount.

30. Retention of documents

In accordance with the Privacy Policy, the Seller may retain:

• withdrawal requests;
• communications;
• proof of shipment and delivery;
• photographs of returned products;
• inspection results;
• refund records;
• transaction identifiers;
• information required to handle complaints and disputes.

31. Complaints

For complaints concerning returns and refunds:

shop@ecartine.it

The complaint should state:

• the Customer's name;
• the order number;
• the product concerned;
• a description of the issue;
• the requested solution;
• any available supporting documents.

32. Model withdrawal form

The following form may be copied and sent by email. Its use is not mandatory.

33. Governing law and mandatory rights

This page is governed by Greek law, without depriving the Consumer of the mandatory protections granted by the law of the country of their habitual residence, where applicable.

No provision on this page limits or removes rights that cannot be excluded by law.

34. Updates to this page

This page may be updated following changes to the law, operating procedures, addresses or contact details.

For each order, the conditions communicated and available at the time it is placed apply, without prejudice to any subsequent updates that are more favourable to the Consumer.

35. Contact details

• Email: shop@ecartine.it
• Telephone: +30 6959 006 904
• Address: Karaoli Dimitriou 10, Nea Karvali, 64006, Greece

Main legal references

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