Returns and Refunds
At Botanista our goal is to make sure you are delighted with your order and the service you have received both in store and online. In most cases, if your online order arrives damaged, we will replace or refund.
If your order arrives damaged, you must email us immediately and return your order within 3 days of receipt. In your email please include your name and order number (provided on your invoice) as well as a photo of the damage for us to assess. Please do not dispose of your plant or products. We are unable to replace or refund if the original plant is unable to be assessed.
You must return damaged goods within 3 days of receipt. We will then arrange for a swift replacement or refund. Postage costs for returns are at your expense but will be reimbursed with your refund.
Perishable (plant-based and food) products are not able to be returned or refunded due to change of mind.
We are based in South Australia and ship once a day. We do not deliver on weekends. Most deliveries are sent with authority to leave, unless the sign on delivery option is chosen at checkout. Tracking is provided once your order is booked with our courier service. You choose authority to leave with knowledge that your parcel will be left at your door or other specified area.
Please see our general delivery information for estimated delivery times.
Wrong address – we copy and paste the address you provide us for your order. We cannot be held responsible for addresses that are provided to us that are incorrect. Should this occur we will assist your communication with the courier where we can, however correcting this mistake and contacting the courier is the responsibility of the sender. Your tracking information includes a courier contact number and the consignment note associated with your delivery.
Any costs incurred due to incorrect addresses provided at checkout are the responsibility of the sender.
Delivery to Regional Areas
In regional areas where door to door courier service is not available, Botanista cannot be held responsible for orders containing live plants that are delivered to the local collection point and are not collected by the recipient within 3 days of delivery.
More information on delivery guidelines can be found here.
In Store Returns and Refunds
Products containing live plants, such as terrariums, may be returned for refund or exchange within 3 days of purchase if returned in their original state.
If your terrarium loses a plant or two within 7 days of purchase we will happily replace those plants free of charge. Simply contact us and bring your terrarium in for service. This guarantee does not cover plants and terrariums that have not been provided with appropriate care. As an example, we will not replace plants that have died as a result of a terrarium being left in a hot car.
Botanista follows the guidelines suggested by the Australian Direct Marketing Association in its industry code of practice for consumer protection in e-commerce.
In line with those guidelines, Botanista does not provide third parties with access to your personal data, with the exception of third party business partners directly involved in your transaction, such as businesses contracted to deliver your order, Afterpay and PayPal.
Information collected by Botanista in the course of any transaction may include: your name and the name of the order recipient; telephone numbers; email addresses; physical addresses; information about what goods you have ordered from Botanista; your interest in receiving Botanista’s email promotions; correspondence between you and Botanista; encrypted credit card details.