At Sitex Direct, we want you to be satisfied with your purchase. If for any reason you are not happy with a product, you may return it within 14 days of receiving your order, subject to the conditions set out below.
Please read this policy carefully so you understand how returns, refunds, and faulty item claims are handled.
If you would like to return an item, you can arrange this through our online order status system. Simply log in to your account and follow the steps to submit your return request.
You have 14 days from the date you receive your order to notify us that you wish to return it. Once you have notified us, you then have a further 14 days to send the item back to us or arrange collection where applicable.
All returns are subject to the Sitex Direct Sales and Refunds Policy.
To be eligible for a return, products must meet the following conditions:
Unopened products
If the item is unused and in its original, unopened packaging, you will usually be eligible for a full refund.
Opened but unused products
If the item has been opened but not used, it may still be returned within the return period. However, we may apply a reasonable restocking fee where appropriate.
Defective or damaged products
If the item arrives damaged, faulty, or defective, you will be entitled to a refund or replacement, depending on the circumstances and your preference. Please contact us as soon as possible if you believe an item has arrived in this condition.
Important note
We reserve the right to refuse a return where the product has been damaged due to misuse, improper handling, or lack of reasonable care.
1. Log in to your account
Visit your Sitex Direct account and go to your Order History section. Locate the relevant order, then follow the steps to start your return. Please look for Returns & Refunds in the account menu.
2. Prepare the item for return
Please ensure the item is securely packed in its original packaging and includes any accessories, manuals, or components originally supplied.
3. Follow the return instructions
Once your request has been reviewed, we will provide return instructions, including the return address where required. Any refund will be processed after the returned goods have been received and inspected.
Once your return has been received and checked, we will process any refund due.
Refunds will be made to the same payment method used for the original purchase. Please allow 5 to 10 working days for the refunded amount to appear, depending on your payment provider.
If you paid for shipping, that cost will only be refunded where the return is due to:
a faulty product
a damaged product
an incorrect item supplied
an error on our part
If you are returning an item for any other reason, such as a change of mind, the original delivery charge may not be refunded.
If you have received an item that is faulty, damaged, or incorrect, we are sorry for the inconvenience.
Please contact us as soon as possible via the Help Centre Live Chat window or Raise a Ticket with:
your order number
a brief description of the issue
photographs where possible
We will review the issue and arrange an appropriate resolution, which may include a refund, replacement, or exchange.
This Returns & Refunds Policy is in addition to your statutory rights.
Nothing in this policy affects your rights under the Consumer Rights Act 2015. If an item is faulty, not as described, or not fit for purpose, you may be entitled to a repair, replacement, or refund in accordance with your legal rights.
We are unable to accept returns in the following circumstances unless the item is faulty or damaged:
products that have been opened and used
customised or personalised items
items returned outside the permitted returns period without prior agreement
If you have any questions or need help with a return, please contact our customer service team on the Help Centre Live Chat widget or send us an email at support[at]sitexdirect.com.
We will be happy to assist you.
Sitex Industrial
Unit 4, Maplebank Poultry Farm
Knatts Valley Road
West Kingsdown
Kent
DA4 0JY