TERMS OF SALE
Welcome to The Black Seed Oil Co. (“we”, “us”, or “our”). These Terms of Sale govern your purchase of goods from our website: www.theblackseedoil.co (“Website”). By placing an order with us, you are agreeing to our Terms of Sale. We encourage you to review our terms before completing your purchase.
This policy may be updated from time to time. Please review this page regularly to ensure you are aware of the most current terms.
1. ABOUT US
We are The Black Seed Oil Co.
For any queries, please contact us via our Customer Support page. Or if you prefer, you can write to us at the below address:
The Black Seed Oil Co.
Little Acre
South Drove
Spalding
Lincolnshire
PE11 3BD
United Kingdom
2. ORDERING & CONTRACT FORMATION
2.1 When you place an order on our Website, you are making an offer to purchase the products. We will confirm receipt of your order by email, but this does not constitute acceptance of your order. A legally binding contract is formed only when we despatch the goods and send you a despatch confirmation email.
2.2 Due to our fast order processing and same day despatch, we offer no guarantee that an order can be cancelled or amended once it has been placed and therefore you should check your order details prior to completing the Checkout process. Upon successfully placing an order, you will receive an order confirmation email. If you notice an issue with your shipping address after receiving your order confirmation email, you must contact us immediately via our Customer Support page and we will do our utmost to accommodate any required changes. However, we offer no guarantee that an amendment can be made in time. For security reasons, only minor address amendments may be considered — please do not request a complete change of shipping address after an order is placed.
Once your order has been despatched, it is no longer possible to cancel, amend, or modify your order.
2.3 Fraud & Order Review
We reserve the right to cancel and refund any order at our discretion if we or our payment processor suspect the transaction to be fraudulent, high-risk, or otherwise suspicious. This includes but is not limited to mismatched billing and shipping details, unusual purchasing behaviour, or transactions flagged by our fraud detection systems. In such cases, no contract of sale will be formed, and the full amount will be refunded to the original payment method within a reasonable timeframe.
2.4 Order Review & On Hold Status
In some cases, we may place an order on hold pending manual review (e.g. where the order appears suspicious, incomplete, or requires verification). Orders may also be placed on hold if the shipping address provided appears to be incorrect, incomplete, or undeliverable. While under review, the order will not be processed or despatched. We are unable to guarantee same-day despatch for any order that has been placed on hold. If we require further information, we will contact you via email with the issue and instructions for resolution, usually within 1 working day. If we do not receive a response within 10 working days, we reserve the right to cancel and refund the order in full.
3. DISCOUNT CODES & PROMOTIONS
3.1 If you intend to use a discount code on an order, the discount code must be entered & applied at checkout before completing the order.
3.2 Each promotion, discount, or offer has its own terms and conditions, which must be followed in full. If a customer fails to meet the requirements of an offer (e.g., not entering the correct discount code or not adding the required items and/or quantities to their cart), they are not entitled to claim the discount retrospectively.
3.3 Orders cannot be cancelled or modified after placement to apply missed discount codes or promotional offers. Customers are responsible for ensuring the correct application of any discounts before completing their purchase. We cannot under any circumstances apply a discount manually after an order has been placed.
4. DELIVERY & RISK
4.1 Despatch
UK orders placed before 5 PM (Monday-Friday) are typically despatched the same day, and International orders are typically despatched within 2 working days — subject to stock availability and excluding pre-orders or closure dates.
If we are unable to despatch an order on time, and the delay exceeds one working day, we will contact you to advise of the issue.
4.2 Delivery
We use third-party carriers to deliver to addresses in the UK and internationally where applicable. We offer several options for delivery and these services offer delivery times which are estimated — all of which are provided in our Shipping Policy.
4.3 International Shipping Terms:
- All international orders are shipped DDU (Delivered Duty Unpaid), meaning customs duty, local taxes, and/or local fees may apply.
- Customs documentation is provided to the carrier electronically, and physical documentation is also included with the shipment to allow for Customs processing, but any such charges applied to the shipment at time of import remain the responsibility of the customer.
- If an international order is returned to us due to non-payment of customs duties or failure to collect, a £4.95 processing fee will be deducted from the refund. Shipping charges are also non-refundable in this instance.
4.4 Carrier Terms & Conditions:
- All shipping services are subject to the carrier’s own terms and conditions. While we primarily use Royal Mail, we may occasionally use other carriers.
- Customers are encouraged to review the terms of service for their selected shipping method.
- Royal Mail Terms & Conditions: https://www.royalmail.com/terms-and-conditions
4.5 Safeplace Deliveries & Parcel Redirects
- If you request the carrier to leave your parcel in a ‘safe place,’ deliver it to a neighbour, a local collection point, or redirect it to an alternative address, you assume full responsibility for any loss, delay, or misdelivery that may occur as a result of your instructions.
- We are not liable for any issues arising from changes you make to the delivery after despatch.
- Please note that for certain services, including Royal Mail Tracked24 and Tracked48, the carrier may leave parcels in a ‘safe place’ or with a neighbour without the recipient’s explicit consent. This is in accordance with Royal Mail’s delivery terms and conditions.
- Once an order has been despatched, the delivery process is managed by the carrier, and we cannot be held responsible for any loss, damage, or delays resulting from carrier handling, safe place deliveries, or deliveries to a neighbour.
4.6 Tracking & Updates:
- If you select a Tracked shipping service, a tracking number will be emailed to you after despatch.
- Tracking updates are not immediate. Royal Mail will usually first scan Tracked24 and Guaranteed Next Day parcels on the evening of despatch, while Tracked48 and International shipments may not receive their first scan until the next working day.
- You can track your order using the link provided in your tracking email or by visiting Royal Mail’s tracking page.
4.7 Reporting Damaged Parcels or Goods
If your parcel or goods arrive damaged, this must be reported to us within 48 hours of receipt. To report damage, please raise a support request via our Customer Support page and provide clear photographs of both the damaged item(s) and packaging.
Failure to report damage within this timeframe may affect our ability to investigate and process a resolution.
5. CANCELLATION & RETURNS
5.1 Your Right to Cancel (UK Customers)
Under UK consumer law, you have the right to cancel your order within 14 days from the date of delivery for a full refund, including standard delivery charges. After notifying us of your cancellation, you have a further 14 days to return the item. Refunds will be processed within 14 days of receiving the returned goods.
5.2 Our Returns Policy
We offer an extended returns policy which exceeds your statutory rights:
- UK customers may return items within 30 days from the date of delivery.
- International customers may return items within 40 days from the date of delivery.
5.3 Return Conditions
Returned items must be unused, in their original sealed packaging, undamaged, and fit for resale, unless damaged upon arrival (e.g., broken or leaking due to transit issues). Food and natural food supplements cannot be returned once opened due health & hygiene reasons.
5.4 Opened or Unauthorised Returns
For health and hygiene reasons, we cannot accept returns of opened or used products unless we have requested and granted prior permission for the return of those goods to assist with inspection or quality control.
For full details, you should refer to our Returns Policy.
6. CONSUMER RIGHTS & RETURNS
6.1 If an item is faulty or damaged upon arrival, you are entitled to a refund or replacement in accordance with UK consumer protection laws.
6.2 Due to the nature of our products (natural foods and natural food supplements), we do not offer warranties, repairs, or replacements beyond what is legally required.
6.3 Items returned under our extended 30-day (UK) / 40-day (International) returns policy must be in an unused, sealed, and resaleable condition, unless damaged upon receipt.
For full details, please refer to our Returns Policy.
7. REPORTING ISSUES & COMPLAINTS
7.1 In the unlikely event that something goes wrong with your order, we are always on-hand to help. If you experience an issue, please raise a support request via our Customer Support page and we will work to resolve the matter as quickly and fairly as possible.
7.2 Reporting Order Issues
To allow us to investigate and resolve issues effectively, all order-related concerns (including missing items, incorrect products, or product labelling concerns) must be reported to us within 5 working days of delivery. We regret that we cannot investigate or provide resolution for issues reported after this period, except where required by law.
7.3 If for any reason you remain unhappy with our response or the handling of the situation, you may raise a formal complaint. Our Complaints Policy provides full details on how complaints are handled, including the steps you can take if you are dissatisfied with the resolution. For more information, please view our Complaints Policy.
7.4 False Claims & Abuse of Policies
We take fraudulent or dishonest claims seriously. Any customer found to be making false or misleading claims (including but not limited to falsely reporting missing items, damaged goods, or non-delivery) may be reported to the relevant authorities for investigation. We also reserve the right to refuse service and block future orders from any individual or account engaged in such activity.
8. RESALE RESTRICTIONS
Products purchased through our Website are intended for personal use only and may not be resold, redistributed, or repackaged without our prior written consent.
We do not permit resale of our products by individuals or businesses unless they are approved Trade or Wholesale customers with an active reseller agreement.
Additionally, we prohibit the repackaging, relabelling, or unlicensed distribution of our products in any form. This includes resale on third-party platforms (such as eBay, Amazon, or similar marketplaces) without authorisation. We reserve the right to cancel or refuse orders suspected of being intended for unauthorised resale, and to take legal action if necessary to protect our brand, reputation, and intellectual property.
9. ADDITIONAL INFORMATION
Shipping & Returns Policies
Our Shipping, Returns, and Complaints policies each contain important information in addition to the Terms of Sale outlined above. These policies form part of our overall terms and should also be reviewed before making a purchase.
For full details, please refer to the below links:
• Shipping Policy
• Returns Policy
• Complaints Policy
10. CHANGES TO THESE TERMS
We reserve the right to update or modify these Terms of Sale at any time without prior notice. Any changes will take effect immediately upon being published on this page. It is your responsibility to review these terms periodically to stay informed of any updates. Your continued use of our Website and services after any changes are posted constitutes your acceptance of the revised Terms.