Before payment
Change basket quantities, options or delivery details before continuing to secure checkout.
Cancellation rights
Contact BBA quickly before packing starts.
For normal stocked products, payment happens through secure checkout. If you need to cancel or change a paid order, contact BBA as soon as possible before packing or dispatch begins.
Before dispatch
Clear cancellation steps for direct BBA orders.
This is an editable customer policy summary for the direct store. It should be checked against current UK consumer rules before relying on it as final legal wording.
After payment
If payment has been made, contact BBA quickly with the order reference. If the order has not been packed or dispatched, cancellation is usually simpler.
After dispatch
If the parcel has already been dispatched, the returns and refunds policy explains the next step.
Address changes
Correct address, quantity, product option or delivery questions before payment where possible.
Natural products vary
Leaves, pods, wood and botanicals vary in size, colour, shape and texture. Natural variation is part of the product type.
Aquarium use
Botanicals that have been soaked, boiled, added to an aquarium or contaminated may not be suitable for return.
Written support
Email BBA with your name, order reference and the change you need so the request can be handled clearly.
Delivery rule
Delivery stays simple.
Standard delivery is £3.99. Free delivery applies when the product subtotal is over £60.
Basket before payment
Secure checkout model
Standard delivery £3.99
Free delivery over £60
Cancellation is easier before packing and dispatch have started.
The order reference or email address helps BBA find the request quickly.
After dispatch, the Returns & Refunds page explains the next support route.
BBA guidance is general aquarium husbandry guidance, not veterinary or medical treatment advice.