Returns and support

Fair, practical help if something is wrong.

Contact BBA in writing with your order reference, photos where useful, and a short description of the issue so the right solution can be agreed calmly.

Support routes

What to do if an order needs help.

Cancel

Changed your mind?

Contact BBA as soon as possible. If the order has not been packed or dispatched, it is much easier to adjust or cancel.

Wrong

Wrong item received

Send the order reference and clear photos so BBA can check the packed item and arrange a fair resolution.

Damage

Damaged parcel

Keep the packaging and send photos of the parcel and contents so the issue can be assessed properly.

Missing

Missing item

Send the order reference and a photo of everything received, including packaging and labels, so the pack can be checked.

Natural

Natural variation

Leaves, pods and wood naturally vary in size, tone, texture and shape. Normal botanical variation is expected.

Use

After aquarium use

Botanicals that have been soaked, boiled, added to an aquarium or contaminated may not be suitable for return.

Refund

Refund route

Accepted refunds go back through the original payment route once the support case has been reviewed.

Helpful evidence

What to include in a support message.

Order referenceInclude the BBA order reference or the email address used for checkout.

PhotosFor damaged or wrong items, include clear photos of the product, packaging and label.

Aquarium useSay whether the product has been rinsed, boiled, soaked or added to the aquarium.

Preferred outcomeTell BBA whether you are asking for advice, replacement, refund or a different fix.

Written supportEmail BBA so both sides have a clear record of the issue, photos and agreed next step.

Customer rights

This page is written to keep support clear and fair.

Nothing here removes your statutory rights. BBA aims to handle support calmly, honestly and with enough information to make the right decision.

Order reference Photos if needed Fair review Written support

Before payment

Basket choices can be changed before secure payment. After payment, contact BBA quickly if the order needs attention.

Paid order

Refunds, where accepted, use the original payment route.

Damaged parcel

Packaging and contents photos help separate carrier damage, packing issue and natural botanical variation.

Customer rights

This support wording is intended to be fair and practical; it does not remove statutory consumer rights.