Returns on the Sitex Marketplace work differently to returns on a single-retailer website. Because products are fulfilled by individual vendors, returns are handled directly by the vendor responsible for your order — not by Sitex centrally. This article explains how to initiate a return and what to expect.
Under the UK Consumer Contracts Regulations, you have the right to cancel most online orders within 14 days of receiving your goods and return them for a full refund. This applies to marketplace orders in the same way as any other online purchase. Some product types are exempt — including custom-made items, perishables, and sealed hygiene products that have been opened. Any exemptions will be clearly stated on the product listing.
Log into your account and go to My Account → Orders
Find the order you wish to return and click the order number to open it
Select the item or items you want to return
Follow the on-screen instructions to launch the return or refund process
Your request will be sent directly to the vendor who fulfilled your order
You will receive confirmation and next steps by email
Always initiate your return through the platform rather than contacting the vendor outside of the system — this ensures your request is logged and tracked correctly.
Once your return request is submitted, the vendor will review it and respond. They may approve the return immediately, ask you to send the item back to their address, or request further information. Each vendor manages their own returns in line with their store policy, which is displayed on their storefront page. Check this before submitting your return so you know what to expect.
If your order contained items from more than one vendor, each return is handled separately by the relevant vendor. You will need to initiate a return for each vendor's items individually through your order history.
Once a return is approved and the item has been received and inspected by the vendor, your refund will be processed. Refunds are typically returned to your original payment method within 5–10 working days, though this can vary depending on your bank or card provider.
If you have received a damaged or faulty item, contact the vendor directly through the Messages function on the order page with your order number and photos of the damage. The vendor is responsible for arranging a replacement or refund for faulty goods.
If a vendor refuses your return and you believe this is incorrect, you can escalate the matter to the Sitex marketplace team at support[at]sitexdirect.com. We will review the case and mediate between you and the vendor. Please note that Sitex acts as a mediator in disputes — the vendor is the primary party responsible for your return.