Terms

Who the seller is

The seller, and the provider of this website, is Rollpalmer.

• Office: 58 Lyuben Karavelov St., 1142 Sofia, Bulgaria
• Telephone: +359 89 453 1700
• Email: rollpalmer@abv.bg

This is also the address for complaints and for returning goods.

What this website is

rollpalmer.com is a catalogue of smoking accessories with prices: rolling papers, filters, pipes, grinders and trays. No contract is concluded on the website and nothing is paid here: it only takes requests. These terms apply to using the website, to requests, and to the contracts we conclude after a request.

A consumer is an individual buying for purposes outside their trade or profession. The right of withdrawal, the legal guarantee and the dispute bodies described below are for consumers. Purchases for a business, such as wholesale, are agreed separately.

How a request works

1. You choose products and quantities and add them to your request.
2. You fill in the form with your details and send the request. The page then shows the request’s number, which starts with RP. We send no automatic email.
3. We contact you by phone or email about availability, the final price and delivery, and check with you that the request is yours: the form itself does not verify your details.
4. If we can fulfil the request, we send you a written offer by email.
5. You accept the offer in writing. Only then is there a contract.

When a contract arises

A request is not an order and does not commit you to anything. It is an invitation to make you an offer, and it binds neither you nor us.

A contract arises only when we have sent you the offer on a durable medium (by email) and you have accepted it in writing, for example by replying to that email. The same applies when we have spoken on the phone: under Art. 49(7) of the Consumer Protection Act you are bound only once you have accepted in writing.

The offer states the seller, the goods, the final price with all taxes and charges, the price and method of delivery, the delivery date, the way to pay, the instructions and form for withdrawal, and the legal guarantee. We confirm the contract to you on a durable medium within a reasonable time after it is concluded, and at the latest on delivery.

If a product is not available or we cannot deliver it, we tell you, and no contract arises.

Prices

Prices are in euro and are final: they include all taxes and charges due. The price of delivery is not included; it is agreed separately and stated in the offer.

The total shown with a request is indicative, because it leaves delivery out, and we confirm prices and availability before you are bound. What binds you is only the price in the offer you have accepted.

Products sold by the display or the master carton are priced for the whole pack. The price of one piece is shown for reference only.

Availability

A product being in the catalogue does not mean it is available right now. The status shown with it, such as “Available to order” or “Out of stock”, is a guide. We confirm availability with you before we make you an offer.

Adults only

The products are for people aged 18 or over. On the form you confirm that you are 18 or older. We do not take requests from minors.

Right of withdrawal

Consumers have this right under a distance contract. The text follows the model instructions in Annex I to Directive 2011/83/EU and Annex 7 to the Consumer Protection Act.

Right of withdrawal from a distance contract

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. If you ordered multiple goods in one order and they are delivered separately, it will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.

To exercise the right of withdrawal, you must inform us (Rollpalmer, 58 Lyuben Karavelov St., 1142 Sofia, Bulgaria, telephone +359 89 453 1700, email rollpalmer@abv.bg) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or email). You may use the attached model withdrawal form, but it is not obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us at 58 Lyuben Karavelov St., 1142 Sofia, Bulgaria, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

When there is no right of withdrawal

The law (Art. 57 of the Consumer Protection Act) excludes the right of withdrawal for some goods. For the products we sell, that can mean:

• sealed goods which you have unsealed after delivery and which cannot be returned for reasons of hygiene or health protection;
• goods made to your order or to your individual specification.

If a product in an offer falls under one of these, the offer says so.

Withdrawal form

Legal guarantee

Open the notice at full size

How it applies in Bulgaria

These rules are in the Act on the Supply of Digital Content and Digital Services and the Sale of Goods. We are liable for any lack of conformity that exists when the goods are delivered and appears within two years of delivery (Art. 31).

• A lack of conformity that appears within one year of delivery is presumed to have existed at delivery, unless the contrary is proved or the presumption is incompatible with the nature of the goods or of the lack of conformity (Art. 32).
• You can choose repair or replacement, unless the one you choose is impossible or disproportionately costly. It is free and done within one month of your telling us, without significant inconvenience to you (Art. 33 and 34).
• You can ask for a proportionate price reduction or end the contract if we have not repaired or replaced the goods or have refused to, if a lack of conformity appears despite our attempt to put it right, if it is so serious that this is justified at once, or if it is clear that we will not put it right within a reasonable time or without significant inconvenience to you. A contract cannot be ended over a minor lack of conformity (Art. 33).
• The two years stop running for the time a repair or replacement takes (Art. 37).
• These rights cannot be limited by agreement, and they do not depend on whether a commercial guarantee exists (Art. 3 and 42).

Complaints

You can make a complaint orally or in writing, up to two years after delivery of the goods: by telephone on +359 89 453 1700, by email to rollpalmer@abv.bg, or by post to 58 Lyuben Karavelov St., 1142 Sofia, Bulgaria.

Say what the complaint is about, how you would like it resolved or what amount you claim, and an address for contact. Attach the documents it rests on: a receipt, an invoice or another document showing payment, any records establishing the lack of conformity, and anything else that supports the claim.

We enter every complaint in our register and give you a document with its date and number. Making a complaint does not stop you from going to court (Art. 43–48 of the Act on the Supply of Digital Content and Digital Services and the Sale of Goods).

Resolving a dispute out of court

If we cannot agree, you can turn to the general conciliation committees at the Commission for Consumer Protection. They are the alternative dispute resolution bodies whose scope covers us (Art. 181n and 182 of the Consumer Protection Act). The procedure is voluntary and free for both sides, apart from optional costs such as representation, expert reports and translation. It ends with a conciliation proposal, within 90 days of the committee having all the documents; complex cases can take longer.

• Website: kzp.bg/bg/pomiritelna-komisiya
• How to apply: kzp.bg/bg/kak-da-poiskam-formirane-pomiritelna-komisiya
• Address: 1 Vrabcha St., floors 3–5, 1000 Sofia, Bulgaria
• Consumer telephone: 0700 111 22; telephone: 02 933 05 65

The committees take a dispute once you have first raised it with us directly. If it stays unresolved, we tell you in writing whether we will take part.

Supervisory bodies

• Electronic commerce and consumer protection: the Commission for Consumer Protection, 1 Vrabcha St., floors 3–5, 1000 Sofia; telephone 0700 111 22; kzp.bg.
• Personal data: the Commission for Personal Data Protection, 2 Prof. Tsvetan Lazarov Blvd., 1592 Sofia; telephone 02/91-53-519; kzld@cpdp.bg; cpdp.bg.

Applicable law

Bulgarian law applies to these terms and to our contracts. This does not take away the mandatory consumer protection given by the law of the country where you live. Disputes that cannot be settled go to the competent court.

We may change these terms. The terms in force when you accepted an offer are the ones that apply to that contract. Last changed: 9 November 2026.