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.
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 they have been placed. Once your order has been despatched, it is no longer possible to cancel, amend, or modify your order. If you notice an issue with your shipping address, you must contact us immediately via our Customer Support page. However, we cannot guarantee that an amendment can be made in time. For security reasons, only minor address amendments may be accepted. Please do not request a complete change of shipping address after an order is placed.
3. DISCOUNT CODES & PROMOTIONS
3.1 Discount codes must be entered at checkout before completing the order. We cannot apply a discount manually after an order has been placed.
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.
4. DELIVERY & RISK
4.1 We deliver to addresses in the UK and internationally where applicable. Delivery times are estimated and provided in our Shipping Policy. Orders placed before 5 PM (Monday-Friday) are typically despatched the same day, subject to stock availability and excluding pre-orders or closure dates.
4.2 UK Delivery Services:
- Economy UK Shipping (Royal Mail 1st Class): Untracked service, delivery aim of 2-5 working days (but can take up to 10 working days).
- Standard Tracked UK Shipping (Royal Mail Tracked48): Tracked service with a 2-working-day delivery aim. Most arrive in 2-3 days but may take longer during peak periods.
- Priority Tracked UK Shipping (Royal Mail Tracked24): Tracked service with a next-working-day delivery aim (not guaranteed). Most orders arrive next working day (99.8% success rate).
- Guaranteed Next Day UK Shipping (Royal Mail Guaranteed): Available Mon-Fri for guaranteed delivery Tues-Sat. If Royal Mail fails to attempt delivery on time, we will refund the shipping charge upon request (terms apply).
4.3 International Shipping Terms:
- All international orders are shipped DDU (Delivered Duty Unpaid), meaning customs duties, taxes, or local fees may apply.
- Customs documentation is provided to the carrier electronically, and physical documentation is included with the parcel to allow for Customs processing, but any such charges remain the customer’s responsibility.
- 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 in 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 more details, please 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 more details, please refer to our Returns Policy.
7. REPORTING ISSUES & COMPLAINTS
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.
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.
8. ADDITIONAL INFORMATION
Shipping & Returns Policies
Our Shipping Policy and Returns Policy contain additional important information regarding order despatch, delivery methods, and returns eligibility. These policies form part of our overall terms and should also be reviewed before making a purchase.
For full details, please refer to the following web pages: