Refund policy

Return Policy

Last updated: June 2026

At The Local Story, each gift box includes carefully selected food and beverage products. Our return policy follows Portuguese and EU consumer protection rules, including the right of withdrawal and the specific rules that apply to food items.

1. Right of Withdrawal (EU & Portugal)

In accordance with EU and Portuguese consumer law, customers have the right to withdraw from an online purchase within 14 days of receiving their order, without giving a reason.

To exercise this right, the gift box must be returned unopened. Once the box has been opened, the order can no longer be withdrawn or returned.

2. Eligible Returns

We accept returns only if all of the following conditions are met:

* The gift box itself has not been opened
* All products inside the box are sealed, intact, and untouched
* The box is returned in its original condition and packaging
* The return request is made within 14 days of delivery

If the box has been opened, we are unable to accept the return, even if individual items inside remain sealed.

This does not apply if the item arrived wrong or damaged in transit. In that case, please contact us by email, see section 7.

3. Non-Returnable Items

We do not accept returns for:

* Opened or partially opened gift boxes
* Any food or beverage item that has been unsealed
* Gift boxes showing signs of use, damage, or tampering
* Custom-made or personalised gift boxes (including corporate orders)
* Perishable items with a short shelf life, which cannot be returned once delivered, regardless of seal

This does not apply if the item arrived wrong or damaged in transit. In that case, please contact us by email, see section 7.

4. How to Request a Return

To request a return, click the Submit Withdrawal button in our website footer, or contact us at meet@thelocalstory.com within 14 days of receiving your order and include:

* Your order number
* Reason for the return
* Confirmation that the box is unopened

Once approved, we will provide return instructions.

5. Return Shipping

* Return shipping costs are the responsibility of the customer, unless the return is due to an error on our side (wrong or damaged item).
* We recommend using a tracked shipping service, as we cannot be responsible for items lost during return transit.

6. Refunds

* Once the return is received and inspected, we will notify you of the approval or rejection of your refund.
* If approved, refunds will be processed to the original payment method within 7 to 10 business days.
* Original shipping costs are non-refundable, unless the return is due to our error.

7. Damaged or Incorrect Orders

If your order arrives damaged or incorrect, you are eligible for a replacement or refund. Please contact us by email at meet@thelocalstory.com within 48 hours of delivery and include:

* Your order number
* Photos of the box and products

We will assess the situation and arrange a replacement or refund where applicable.

8. Contact Us

If you have any questions about returns or need help with your order, please contact us at:
meet@thelocalstory.com