Right of Withdrawal
We want you to be delighted every time you shop with us. Occasionally though, we understand that you may want to cancel your order and return products.
You have the legal right to cancel your order at any time prior to us dispatching your order, and within 14 days of receiving your order, without giving any reason. To exercise your right to cancel, you must inform us of your decision to cancel by a clear statement (e.g. a letter sent by post, fax or e-mail). You may use the model cancellation form available to download here, but it is not obligatory. To meet the cancellation deadline, it is sufficient for you to tell us you want to cancel your order within 14 days of receiving your order.
If you have received your order, you should send back the products you wish to return to our Guest Service Centre without undue delay and in any event no later than 14 days from the day on which we were informed of your decision to cancel. You will have to bear the cost of returning the product. We shall refund you the price paid for the product plus the costs of the original delivery (except where you only return some products in an order, in which case the original delivery costs will not be refunded) on receipt of the returned product, or within 14 days of receiving from you proof of returning the product, using the same means of payment as you used for the initial transaction. You will not be charged any extra fees for this refund.
We are also pleased to offer you the right to return products beyond 14 days of receiving the product, up to 30 days, subject to the following conditions. For such returns, we will not refund the original delivery costs, and you will be responsible for the return delivery costs. You must pack up the product(s) securely and using the Guest Returns Label on the front of the delivery note send back to our returns processing department, including the delivery note with the returns information completed. In order to ensure the safe return of the products we recommend that you obtain proof of postage from the post office and retain this proof of postage until you are refunded. Refunds will be made via the original payment method.
You may also return most products to any UK Disney Store within 30 days of receipt, with a delivery note. Please note that we will only be able to offer an exchange for any product returned to a UK Disney Store and recommend that you contact your local UK Disney Store in advance to check if the product you require is in stock. Please note that we do not accept returns of any Disneyland Paris branded product, nor any product purchased from Disneyland Paris.
We regret that we cannot accept returns of certain products, such as products stated on the Site to be non-returnable including, without limitation, unsealed CDs, DVDs, Blu-ray, audio, video games, software media, electronics, certain items in the collectible range known as Vinylmation (those Vinylmation products that are not returnable shall be highlighted on the relevant product page on our Site) and any other collectible range that is specified on the Site as a product that it is not possible to return because of its nature or where you have unsealed it.
We reserve the right to refuse to refund or exchange products that are returned to us that are not in a resalable condition.
You may return to us any product (including personalised products or products otherwise excluded from the cancellation/return rights above) that is damaged, defective or we have delivered a product to you in error. Once we have confirmed that a product is damaged or defective, or was delivered in error, we will refund you the price paid for the product, plus your original delivery costs (except where you are returning only some products from an order, or where the product is damaged or defective media, Vinylmation or other collectibles which may only be exchanged for the same product) and the cost of returning the product to us. Refunds will be made via the original payment method.
Legal and Commercial Warranties
We remind you that the applicable law requires that products conform to any description applied to them on the Site, are of satisfactory quality and fit for the purpose made known to us by you at the time of purchase. Nothing in these Terms should be taken as excluding or restricting these warranties or any other rights which the applicable law grants explicitly or implicitly to consumers in respect of such products.
Where products are sold with additional guarantees or warranties provided by the manufacturer, we will advise you of this in the product descriptions on the Site. Please contact our Guest Service Centre for more information, including for details of manufacturers’ after-sales service. Subject to the statutory or other legal rights and without prejudice to the preceding paragraph, such warranties and guarantees are not enforceable against us, but only against the person giving them.