Refund policy

RETURN AND REFUND POLICY

Once Upon Magic

Version dated 1 July 2026

1. Scope

This policy distinguishes between:

  • in-stock products, sold directly by Once Upon Magic;
  • Disneyland Paris Pickup items, offered in the Website’s ‘Pickup’ menu and purchased from a physical store on behalf of the Customer as part of a purchasing assignment.

It supplements the General Terms and Conditions of Sale and Service.

2. Right of withdrawal for in-stock products

A consumer Customer has fourteen days from receipt of an in-stock product to notify Once Upon Magic of their decision to withdraw.

After giving this notification, the Customer has fourteen days to return the product.

To exercise this right, the Customer may write to contact@onceuponmagic.com, stating their order number, or use the model withdrawal form included in the General Terms and Conditions of Sale.

3. Pickup purchasing assignment and right of withdrawal

The Pickup purchasing assignment is a service performed at the Customer’s request. If the Customer expressly requests that performance begin before the end of the statutory withdrawal period:

  • the Customer may exercise the right of withdrawal for as long as the assignment has not been fully performed;
  • the Customer will then remain liable for an amount proportionate to the services actually performed up to the time of the withdrawal request;
  • the Customer loses the right of withdrawal relating to the service once the purchasing assignment has been fully performed with their agreement and an item complying with their instructions has been purchased on their behalf.

Once the item has been purchased in store, the Pickup order can no longer be cancelled unilaterally. Any return accepted by the third-party store depends on that store’s policy and cannot be guaranteed.

Nothing in this policy excludes any mandatory right or guarantee applicable to the Customer.

4. Physical conditions for a return

Where a return is permitted, the product must be returned complete, with its accessories and, where possible, in its original packaging.

The Customer may handle the product to the extent necessary to establish its nature, characteristics and proper functioning. Any reduction in value resulting from excessive handling may be deducted from the refund in accordance with the law.

No return should be sent before contacting Once Upon Magic to obtain the appropriate return instructions and address.

5. Return costs

Where the right of withdrawal applies to an in-stock product, the direct cost of returning the product is payable by the Customer.

Return costs are covered by Once Upon Magic where the return results from a preparation error, an incorrect product or the exercise of a statutory guarantee.

6. Incorrect, damaged or defective product

The Customer should contact Once Upon Magic promptly after receipt, stating their order number and, where possible, providing photographs of the product, its packaging and the parcel.

Failure to report the issue within forty-eight hours does not deprive the Customer of their statutory guarantees.

After verification, Once Upon Magic will offer the solution provided for by law or appropriate to the circumstances: bringing the product into conformity, replacement, price reduction or refund.

7. Refund arrangements

Where a refund is due, it is made using the payment method used for the order, unless expressly agreed otherwise and provided that this does not result in any fees for the Customer.

Where a right of withdrawal applies, the refund is made within the statutory time limits. Once Upon Magic may defer the refund until the goods have been recovered or evidence of dispatch has been received, whichever occurs first.

No flat-rate restocking fee is charged when the statutory right of withdrawal is validly exercised.

8. Uncollected Pickup parcel or parcel returned for a reason attributable to the Customer

This section applies exclusively to items offered in the Website’s ‘Pickup’ menu.

Where the parcel is returned because it was not collected, because the address was incorrect or incomplete, because of an unjustified refusal, repeated absence of the recipient or another reason attributable to the Customer:

  • the purchasing assignment and preparation already performed are not cancelled;
  • the sums already paid for the relevant Pickup items remain due to Once Upon Magic and no automatic refund is made;
  • the relevant items remain available to the Customer for reshipment;
  • the original shipping costs and any return costs invoiced by the carrier remain payable by the Customer to the extent permitted by law.

The items may be reshipped after prior payment of:

  • the new delivery costs;
  • and new packaging costs equal to 5% of the price including tax of the Pickup items concerned by the reshipment.

This rule does not apply where the return results from a fault by Once Upon Magic or by the carrier offered by Once Upon Magic, or where it would deprive the Customer of a mandatory right.

9. Products excluded from the right of withdrawal by law

Statutory exclusions from the right of withdrawal apply only where they genuinely correspond to the nature of the product or service concerned, in particular for goods made to the Customer’s specifications or clearly personalised.

The mere fact that an item is on sale, discounted or from a limited collection does not, in itself, remove a statutory right of withdrawal.

10. Contact

For any return or refund request: contact@onceuponmagic.com.