Blackwater Botanical Aquariums
Return, Cancellation and Refund Policy
Written contact: blackwaterbotanicalaquariums@outlook.com or the contact page. Nothing in this policy excludes or restricts statutory consumer rights.
1. Cancelling an online order
Where the statutory distance-selling cancellation right applies, you may cancel without giving a reason from the time the contract is made until 14 days after the day you, or a person nominated by you other than the carrier, receives the goods.
If one order is delivered separately, the period normally runs from receipt of the last item. If one item arrives in separate lots or pieces, it normally runs from receipt of the last lot or piece.
Send a clear written cancellation statement before the period ends. You may use the model cancellation form, but you do not have to.
2. Written notice, case reference and return instructions
Notify BBA by email, the website contact route or the model form. Include your order reference, name, checkout email and the goods concerned.
BBA will create a case/reference and send the exact physical return address and packing instructions privately in writing for that individual case. The owner's home address is not published as a general returns address.
Prior approval, a case number or use of the model form is not a condition of a valid statutory cancellation notice.
After giving a qualifying cancellation notice, return the goods without undue delay and normally no later than 14 days after telling BBA that you are cancelling.
3. Return postage and outbound delivery
For change of mind, a customer ordering mistake, a wrong selected variation or quantity, or failure to read a clear listing, you normally arrange and pay the direct return cost unless BBA agrees otherwise in writing.
Obtain proof of posting and keep it until the case is complete. Tracking is strongly recommended for higher-value parcels, but it is not an absolute condition of a statutory refund.
For a qualifying whole-order cancellation, BBA refunds the applicable standard outbound delivery amount. Any extra premium or express amount above standard delivery is not normally refunded unless BBA is responsible for the problem.
4. Product condition and inspection
You may handle goods only as far as reasonably necessary to establish their nature, characteristics and functioning, broadly as you might be allowed to do in a shop.
Opened but dry leaves, pods, wood and similar botanicals are assessed for completeness, dryness, contamination, alteration and safe resale. Foods, powders, fertilisers and liquids are also assessed for seal condition, missing quantity, moisture and residue.
Rinsing, soaking, boiling, cutting, crushing, breaking or aquarium use will usually go beyond reasonable inspection. BBA assesses the actual evidence case by case. A proven loss of safe resale value may justify a deduction up to the affected goods value, but there is no automatic zero refund and no general restocking fee.
Every diminished-value deduction requires owner approval and a written explanation.
5. Faulty, damaged, incorrect or misdescribed goods
Contact BBA in writing as soon as reasonably possible. Where useful, include the order reference, product label or SKU, photographs of the goods and packaging, and a description of the problem.
Where BBA is responsible, BBA will pay or reimburse the reasonable necessary return cost or provide an appropriate arrangement. Available remedies depend on the facts and timing and may include refund, repair, replacement, exchange or price reduction.
Change-of-mind postage rules and diminished-value wording are not used to remove rights relating to confirmed BBA error, delivery damage, fault or material misdescription.
6. Refund timing and method
For a qualifying cancellation, BBA refunds the amount due without undue delay and normally no later than 14 days after receiving the goods back or receiving evidence that they were sent back, whichever is earlier where the law permits.
The refund is made through the original payment method unless you expressly agree otherwise. Replacement, exchange or store credit may be offered only as a voluntary alternative.
No automated calculation can issue a refund. Every refund and any deduction require protected owner review and confirmation.
7. Partial returns, natural products and stock safety
Partial returns are calculated from the items, units or verified weight actually returned, the original order price and the proven condition. BBA does not invent a delivery charge after the order or automatically remove the whole benefit of free delivery.
Natural leaves, pods, cones, wood and stone vary in size, colour, texture, weight and shape. A clear listing or correctly labelled illustrative photograph does not promise that every natural piece will be identical. Materially misleading or incorrect content is treated separately.
Returned stock is never restored automatically. Every item follows inspection, owner decision, then restore, quarantine or write-off. Wet, used, contaminated or materially incomplete goods are not returned to normal saleable stock.
8. International orders, free eBooks and complaints
Current international returns are handled case by case with written return and customs instructions. This UK policy does not override mandatory consumer law in another country.
A free BBA eBook supplied as a bonus has no separate paid refund value. Future paid downloads require a separate digital-content policy and consent process.
Complaints and return communication are handled in writing. Telephone contact is not required.