Terms & Conditions

Oud Supplies Limited
23 Saint Helier Avenue, Morden, SM4 6HY, United Kingdom
Registered in England & Wales — Company No. [XXXXXXXX]
VAT Registration No. [GB XXXXXXXXX]
📞 +44 7570 426616 · ✉️ orders@oudsupplies.co.uk

Last updated: [7 November 2026]

1. These Terms

1.1 These Terms and Conditions (“Terms”) govern your use of https://oudsupplies.co.uk/ (“our website”) and any purchase you make from us. They form a legally binding agreement between you and Oud Supplies Limited (“we”, “us”, “our”).

1.2 By browsing our website, creating an account, or placing an order, you confirm that you accept these Terms and agree to comply with them. If you do not agree, please do not use our website.

1.3 You should print or save a copy of these Terms for your records, as we may change them from time to time (see section 16).

1.4 These Terms apply to consumers (individuals buying for personal use) and, where stated, to trade customers (businesses buying for resale or commercial use). Separate trade terms apply to wholesale orders — see section 11.

2. Who We Are and How to Contact Us

2.1 We are Oud Supplies Limited, a company registered in England and Wales under company number [XXXXXXXX], with our registered office at 23 Saint Helier Avenue, Morden, SM4 6HY, United Kingdom.

2.2 You can contact us by:

• Email: orders@oudsupplies.co.uk

• Phone: +44 7570 426616

• Post: Oud Supplies Limited, 23 Saint Helier Avenue, Morden, SM4 6HY, United Kingdom

2.3 If we need to contact you, we will do so by email, phone, or post using the details you provided at checkout or in your account.

3. Our Products

3.1 The images of our products on our website are for illustrative purposes only. Although we make every effort to display colours and packaging accurately, we cannot guarantee that your device’s display will reflect the product exactly. Packaging may vary between batches and suppliers.

3.2 Oud, attar, and perfume products are natural or semi-natural materials. Slight variations in colour, viscosity, and scent profile between batches are normal and are not defects. This does not affect your statutory rights.

3.3 We take care to describe our products, including their ingredients and any known allergens, as accurately as possible. If you have a sensitivity, allergy, or skin condition, please read the ingredient information on the product page and the product label carefully before use. We recommend patch-testing any fragrance product before full application.

3.4 Our products are intended for the purposes described on their product pages. We are not liable for any reaction arising from use contrary to the label instructions or from an undisclosed allergy.

3.5 Certain products may be subject to age restrictions or restrictions on shipping to particular destinations. Where a product is restricted, this will be stated on the product page or at checkout, and we may refuse or cancel an order that breaches those restrictions.

3.6 We reserve the right to withdraw or amend any product from sale, and to change prices, at any time. This does not affect orders we have already accepted.

4. Placing an Order and Our Contract With You

4.1 Our website displays products and allows you to place orders. Displaying a product is not a legally binding offer to sell — it is an invitation to you to make an offer.

4.2 The steps to place an order are: 

4.3 We may refuse or cancel an order, even after we have sent an Order Confirmation, if:

• The product is out of stock or discontinued;

• We cannot obtain authorisation for your payment;

• There has been a pricing or description error on our website (see section 5.4);

• You are under the age required to purchase the product;

• We suspect the order is fraudulent, or is being placed for resale in breach of section 11;

• Delivery to your address is not possible.

If we cancel, we will refund you in full using the original payment method.

4.4 You are responsible for ensuring that the email address, delivery address, and phone number you give us are correct and complete. We cannot be responsible for delays or losses caused by incorrect information supplied by you.

5. Price and Payment

5.1 All prices shown on our website are in Pounds Sterling (GBP) and, where indicated, include UK VAT at the current rate.

5.2 Prices exclude delivery charges, which are calculated and shown at checkout before you confirm your order. See our Shipping & Delivery Policy for details.

5.3 We accept the following payment methods: [Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay — amend to match your gateway]. Payment is taken in full at the time of order. All card payments are processed by a secure third-party payment provider; we do not store full card details.

5.4 Pricing errors: We try to ensure prices are accurate, but errors can occur. If we discover a pricing error before dispatch, we will inform you and give you the option to proceed at the corrected price or cancel the order and receive a full refund. If we cannot reach you, we will cancel the order and refund you.

5.5 International orders: Prices exclude import duties, customs fees, and local taxes in the destination country. These are the recipient’s responsibility. See section 7.

6. Delivery

6.1 Delivery timescales, costs, carriers, and destinations are set out in our Shipping & Delivery Policy, which forms part of these Terms.

6.2 Any delivery dates we give are estimates only. Time is not of the essence unless we have expressly agreed otherwise in writing.

6.3 Risk in the products passes to you when the products are delivered to the address you supplied. Title in the products passes to you once we have received payment in full.

6.4 If delivery is delayed by events outside our control (see section 14), we will contact you as soon as reasonably possible and take steps to minimise the delay.

6.5 If you are a consumer and we fail to deliver within 30 days of the agreed date (or, if no date was agreed, within 30 days of the contract), you may treat the contract as at an end and we will refund you in full.

6.6 If you are a trade customer, risk and title pass as set out in section 11.

7. International Orders and Customs

7.1 We ship internationally. If you order products for delivery outside the United Kingdom, your order may be subject to import duties and taxes levied by the destination country’s customs authority.

7.2 You are responsible for paying all such duties and taxes. We have no control over these charges and cannot predict their amount. Please contact your local customs office for information before ordering.

7.3 You must comply with all applicable laws and regulations of the country into which you are ordering. We are not liable if a product is seized, restricted, or prohibited by a destination country’s authorities.

7.4 If a parcel is refused at customs or returned to us due to unpaid duties or refusal of delivery, we will refund the product value less the original shipping cost and any return shipping charges incurred.

7.5 You are responsible for ensuring the product you are ordering is lawful to import into your country.

8. Your Right to Cancel (Consumers Only)

This section applies only if you are a consumer. Business and trade customers do not have these rights.

8.1 Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days without giving any reason.

8.2 The cancellation period begins on the day you (or your nominated carrier) receive the goods. If your order is delivered in multiple parcels, it begins on the day the last parcel is received.

8.3 To cancel, you must tell us clearly before the 14-day period expires, by emailing orders@oudsupplies.co.uk with your name, order number, and a clear statement that you wish to cancel. [We recommend you also supply a model cancellation form at the end of these Terms — see Annex A.] You may also use the cancellation form, but it is not obligatory.

8.4 You must return the goods to us without undue delay and no later than 14 days after the day you told us you wish to cancel. You are responsible for the cost of returning the goods.

8.5 You must take reasonable care of the goods while in your possession. You may open packaging and inspect the goods as you would in a shop — but you lose your right to cancel for products that have been sealed for health protection or hygiene reasons once those seals are broken (for example, opened bottles of perfume or oud oil — see 8.7).

8.6 We will refund the price you paid for the goods plus the standard delivery cost within 14 days of receiving the goods back, or of you providing evidence that you have returned them, whichever is earlier. We may make a deduction from the refund for any diminishment in the value of the goods caused by handling beyond what is necessary to establish their nature, characteristics, and functioning (for example, a substantially used or damaged bottle).

8.7 Exceptions — you do not have a right to cancel for:

• Sealed goods that have been unsealed after delivery, where they are unsuitable for return for health protection or hygiene reasons (this includes opened perfume, attar, and oud oil bottles);

• Personalised or custom-made products (for example, custom-blended or bespoke-labelled items);

• Perishable goods;

• Products mixed with other items after delivery in a way that cannot be separated;

• Newspapers, periodicals, or magazines (excluding subscriptions).

8.8 If you cancel, any refund will be made using the same payment method you used, unless expressly agreed otherwise. We will not charge you a fee for the refund.

9. Faulty or Misdescribed Goods

9.1 Nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015.

9.2 If you are a consumer and the goods are faulty, not as described, or not of satisfactory quality, you are entitled to the following remedies: 

9.3 To claim, please contact us at orders@oudsupplies.co.uk with your order number, a description of the fault, and photographs where relevant. We may ask you to return the item for inspection. Where a fault is confirmed, we will reimburse reasonable return postage costs.

9.4 These rights do not cover normal wear and tear, damage caused by misuse, accidental damage after delivery, or natural batch variation as described in section 3.2.

10. Our Refunds Process

10.1 Refunds are processed within 14 days of approval, and always within 14 days of us receiving the returned goods or evidence of their return.

10.2 Refunds are made to the original payment method. Depending on your bank or card issuer, it may take up to 10 working days for a refund to appear in your account.

10.3 For full details, see our [Refund & Returns Policy] — this should be a dedicated page.

11. Trade, Wholesale, and Dealer Orders

11.1 We supply retailers, distributors, and trade buyers with bulk quantities of our products. If you apply to become a dealer or place a wholesale order, you do so as a business, and these Terms apply with the modifications set out in this section.

11.2 Consumer protection law does not apply to trade purchases. In particular, you do not have the right to cancel under section 8, and the remedies in section 9 do not apply. Your remedies are limited to those set out in this section and in any separate written trade agreement.

11.3 Trade orders are subject to:

• [A minimum order quantity / minimum order value of £XXX];

• [Payment terms — e.g. payment in full at the time of order, or approved credit terms of X days];

• [Lead times — typically X–X working days from order confirmation];

• Freight and pallet delivery arranged on a [quoted / per-order] basis.

11.4 Trade buyers are responsible for reselling our products lawfully, including compliance with all applicable labelling, cosmetics, food-safety, and consumer-protection regulations in their market, and for maintaining accurate product information on their own listings.

11.5 Brand use: You may use our product images and information supplied by us for the purpose of listing and marketing our products. You may not alter our branding, relabel our products in a misleading way, or present them as your own manufactured goods.

11.6 Map/pricing: [If you have a recommended retail price or minimum advertised price policy, state it here. Note that resale price maintenance is restricted under UK competition law — take legal advice before imposing minimum resale prices.]

11.7 We may suspend or terminate a trade account, and refuse further orders, if a trade customer breaches these Terms, fails to pay, or engages in conduct that damages our brand or reputation.

11.8 To apply, visit our [Dealer Application] page or contact orders@oudsupplies.co.uk.

12. Accounts and Site Security

12.1 If you create an account, you are responsible for keeping your login details confidential and for all activity that occurs under your account. Notify us immediately at orders@oudsupplies.co.uk if you believe your account has been compromised.

12.2 You must be at least 18 years old to create an account and place an order, unless a product page states otherwise.

12.3 We may suspend or close your account if we reasonably believe you have breached these Terms, engaged in fraud, or abused the returns or review process.

13. Reviews and User Content

13.1 Where you submit a review, comment, image, or other content to our website, you confirm that:

• The content is your own and is accurate and genuine;

• It reflects your genuine experience with the product or service;

• It does not infringe anyone else’s rights, contain unlawful material, or include personal information about another person without their consent.

13.2 You grant us a non-exclusive, royalty-free, worldwide licence to display, reproduce, and adapt your content on our website and marketing channels. You can ask us to remove your content at any time.

13.3 We reserve the right to decline to publish or to remove any content that breaches this section, or that we consider misleading, offensive, or unlawful.

13.4 Genuine reviews only. We do not publish, incentivise, or commission reviews that misrepresent a customer’s actual experience. Publishing fabricated reviews is a breach of consumer protection law under the Digital Markets, Competition and Consumers Act 2024, and we will not do it.

14. Events Outside Our Control

14.1 We are not liable for any failure or delay in performing our obligations caused by an event outside our reasonable control, including: strikes, lock-outs, transport failures, customs delays, supplier or manufacturer failure, acts of God, fire, flood, epidemic or pandemic, war, terrorism, or failure of public or private telecommunications networks.

14.2 If such an event affects our ability to deliver, we will contact you as soon as reasonably possible. If the delay is significant, you may cancel the affected order and receive a full refund for products not yet delivered.

15. Our Liability

15.1 Nothing in these Terms limits or excludes our liability for:

• Death or personal injury caused by our negligence;

• Fraud or fraudulent misrepresentation;

• Breach of your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013 (where you are a consumer);

• Any other liability that cannot lawfully be limited or excluded.

15.2 If you are a consumer: we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence. We are not liable for loss or damage that is not foreseeable, for business losses, or for loss of data or profits.

15.3 If you are a trade customer: subject to section 15.1, our total liability to you in respect of all losses arising under or in connection with these Terms is limited to the total price paid by you for the products giving rise to the claim. We are not liable for loss of profit, loss of business, loss of goodwill, business interruption, or any indirect or consequential loss.

15.4 We are not liable for any allergic reaction or adverse effect arising from a failure to read the product’s ingredient information, use contrary to label instructions, or an undisclosed sensitivity. If you have a known allergy, please consult the ingredient list before ordering.

15.5 We supply products for domestic and commercial use as described. We are not liable for use of our products for any other purpose.

15.6 We do not exclude liability for defective products under the Consumer Protection Act 1987.

16. Intellectual Property

16.1 All content on our website — including text, product descriptions, logos, images, branding, design, and software — is owned by or licensed to Oud Supplies Limited and is protected by copyright, trade mark, and other intellectual property laws.

16.2 You may view, download, and print pages from our website for your personal, non-commercial use. You may not:

• Reproduce, republish, or redistribute material from our website without written permission;

• Use our content for commercial purposes without a licence;

• Use our trade marks or branding in a way that suggests endorsement or affiliation without our written consent.

16.3 Trade customers may use product images and information as permitted under section 11.5.

17. Acceptable Use of Our Website

17.1 You must not:

• Use our website in any way that breaches applicable law;

• Attempt to gain unauthorised access to our website, servers, or databases;

• Introduce viruses, malware, or any other harmful material;

• Use automated systems (bots, scrapers) to access or harvest data from our website without permission;

• Interfere with the proper working of our website;

• Place fraudulent orders or use another person’s payment details without authorisation.

17.2 We may suspend or block access to our website if we reasonably believe you have breached this section, and we may report suspected criminal activity to the relevant authorities.

17.3 Our website may contain links to third-party websites. We are not responsible for the content, security, or privacy practices of those sites.

17.4 We do not guarantee that our website will be uninterrupted or error-free, or that it will be free from viruses. You are responsible for your own virus protection.

18. Privacy and Cookies

18.1 We process your personal data in accordance with our Privacy Policy, which is incorporated into these Terms.

18.2 Our website uses cookies. For details of the cookies we use, see our Cookie Policy.

19. Complaints and Dispute Resolution

19.1 If you have a complaint, please contact us first at orders@oudsupplies.co.uk or by phone on +44 7570 426616. We will aim to acknowledge your complaint within [2] working days and resolve it within [14] working days.

19.2 If we cannot resolve your complaint, you may be able to use an Alternative Dispute Resolution (ADR) service. We will tell you whether we are willing to participate in ADR when you raise the complaint. [Note: if you intend to use ADR, name the provider here; if not, state that you are not obliged to participate.]

19.3 Nothing in this section affects your right to bring a claim in court.

20. General

20.1 Entire agreement: These Terms, together with our Privacy Policy, Shipping & Delivery Policy, Refund & Returns Policy, and any trade agreement, constitute the entire agreement between us.

20.2 Variation: We may update these Terms from time to time. The version in force at the time you place your order governs that order. We will post the updated version on this page with a new “last updated” date. We recommend you review this page periodically.

20.3 Severability: If any provision of these Terms is found to be unlawful or unenforceable, that provision will be severed and the remaining provisions will continue in full force.

20.4 No waiver: If we delay or fail to enforce any right under these Terms, this does not amount to a waiver of that right.

20.5 Third-party rights: No person who is not a party to these Terms has any right to enforce any of them, except as expressly provided.

20.6 Assignment: We may transfer our rights and obligations under these Terms to another organisation. We will notify you in writing if this happens and will ensure your rights are not adversely affected.

20.7 Governing law and jurisdiction: These Terms are governed by the law of England and Wales. If you are a consumer resident in Scotland or Northern Ireland, you may bring proceedings in your local courts, and you benefit from any mandatory provisions of your local law. If you are a trade customer, you and we both agree to the exclusive jurisdiction of the courts of England and Wales.

21. Contact Us

If you have any questions about these Terms, please contact us:

• Email: orders@oudsupplies.co.uk

• Phone: +44 7570 426616

• Post: Oud Supplies Limited, 23 Saint Helier Avenue, Morden, SM4 6HY, United Kingdom

• Hours: Monday – Friday, [9:00 AM – 5:00 PM] GMT

Annex A — Model Cancellation Form (Consumers)

Complete and return this form only if you wish to cancel the contract.

To: Oud Supplies Limited, 23 Saint Helier Avenue, Morden, SM4 6HY, United Kingdom, orders@oudsupplies.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Order number: _______________________________
Ordered on / received on: _______________________________
Name of consumer(s): _______________________________
Address of consumer(s): _______________________________
Signature of consumer(s) (only if this form is notified on paper): _______________________________
Date: _______________________________