We understand that when you place an order, you expect it to arrive on time, in good condition, and exactly as described. That’s why we aim to keep our shipping and returns process simple, clear, and fair. The information below explains how we handle orders, deliveries, and returns so you can shop with confidence.
Once you place an order, our team begins preparing it as quickly as possible. Most orders are processed within 1–2 working days (Monday to Friday, excluding public holidays). During busy periods, processing may occasionally take a little longer, but we always do our best to dispatch orders promptly.
As soon as your order has been packed and shipped, you will receive a confirmation email. This email usually includes tracking details, allowing you to follow your parcel and know when to expect delivery.
We recommend that customers double-check their shipping address and contact details before completing their order. This helps prevent delays or delivery issues caused by incorrect or incomplete information.
Delivery times depend on the shipping method selected and the destination. In most cases:
Standard delivery usually takes 2–4 working days after dispatch.
Express delivery, where available, may arrive within 1–2 working days.
Please note that delivery times are estimates rather than guarantees. Factors such as weather conditions, courier delays, or high seasonal demand may occasionally affect delivery schedules. While these situations are rare, we always appreciate your understanding if unexpected delays occur.
Shipping charges are calculated at checkout based on the size of your order, weight, and delivery location. From time to time, we may offer free shipping promotions or special discounts, which will be clearly shown on the website when available.
We always aim to keep shipping costs reasonable while ensuring that products are packed securely to prevent damage during transit.
We take great care in packing every order to make sure products arrive safely. Automotive additives and fluids require careful handling, and our packaging is designed to protect bottles and containers during transportation.
If your parcel arrives and you notice visible damage to the outer packaging, we recommend checking the contents as soon as possible. If there is any issue, please contact us so we can assist you quickly.
We want every customer to be satisfied with their purchase. If something isn’t right, we’re here to help and will do our best to resolve the issue fairly.
You may request a return within 14 days of receiving your order, provided that:
The item is unused and unopened
The product is in its original packaging
You have proof of purchase or order confirmation
This policy helps ensure that returned products remain safe and suitable for resale.
Because many of our products are automotive chemical solutions, we are unable to accept returns of items that have been opened or used, unless they are faulty or damaged. This is important for safety and quality reasons.
Although we carefully check products before shipping, issues can occasionally happen during transit. If you receive a product that is damaged, leaking, or defective, please contact us within 48 hours of delivery.
To help us resolve the issue quickly, please include:
Your order number
A brief description of the problem
Clear photos showing the damage or defect
Once we review the information, we will arrange a replacement or refund as quickly as possible. Our goal is always to make the process straightforward and hassle-free.
If you need to return an item, the process is simple:
Contact our support team by email with your order details and reason for return.
Our team will provide instructions and the return address.
Pack the item securely and send it back to us.
Once we receive and inspect the item, we will process your refund or exchange.
Refunds are typically completed within 5–7 working days after the returned item has been inspected. The refund will be issued using the original payment method whenever possible.
In most cases, customers are responsible for return shipping costs. However, if the return is due to a faulty, damaged, or incorrect item, we will cover the cost or reimburse reasonable shipping expenses.
We recommend using a tracked delivery service when returning items, as this provides peace of mind and helps ensure that parcels arrive safely.
If you need to cancel an order, please contact us as soon as possible. If the order has not yet been dispatched, we will do our best to cancel it and issue a full refund.
If the order has already been shipped, the standard return procedure will apply once you receive the parcel.
At Botogen, we believe that good service is just as important as good products. We aim to provide clear communication, fast handling of orders, and fair solutions whenever a problem arises.
We understand that trust is built through reliable service, and we work every day to make sure our customers feel confident buying from us.
If you have any questions about shipping, returns, or your order, our support team is always ready to help.
Email: support@botogen.co.uk
Website: www.botogen.co.uk
We appreciate your trust in Botogen and look forward to serving you again.
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BOTOGEN is dedicated to keeping your engine running smoothly and efficiently.
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