Freight Protection

We take great care to ensure your order arrives safely, but sometimes unexpected damage can occur during delivery.

With Freight Protection, you can relax knowing that if your order is damaged in transit, you’ll receive a priority replacement, helping you get up and running with your new items as soon as possible.

Benefits of Freight Protection

Priority Customer Support
Once you let our team know there’s been an issue, your case will move straight into a priority queue, so it’s resolved quickly and with minimal delay.

Free Replacement Sent Straight Away
You’ve already paid for your items, and we believe you shouldn’t have to wait. That’s why we’ll dispatch your replacement before the damaged goods are returned to us.

Priority Dispatch
We’ll ship your replacement item(s) straight away, and if possible, the same day, ensuring it arrives as soon as possible.

How to Lodge a Freight Protection Claim

If an item arrives damaged and you’ve purchased Freight Protection, please get in touch within 3 days of receiving your order.

Send an email to sales@botanex.com.au with the subject line:
“Order BX:(insert order number) – Freight Protection Claim”

Be sure to attach clear photos of the damage so our team can review your claim right away.
We’ll respond promptly with the next steps and arrange your replacement as a priority.