These Terms and Conditions (“Terms”) apply to all access to and use of the Sitex Direct website, including browsing, searching, account registration, product enquiries, ordering, trade account use, marketplace purchases, affiliate participation, customer support, live chat, AI-assisted support, and all other services made available through or in connection with www.sitexdirect.com.
By using the website, creating an account, placing an order, applying for a trade account, applying for trade credit, joining an affiliate programme, or purchasing products from a marketplace seller through Sitex Direct, you confirm that you have read, understood and agree to be bound by these Terms.
These Terms apply to both consumers and business customers unless a section clearly states otherwise. Where you purchase as a consumer, nothing in these Terms affects your statutory rights under applicable UK consumer law, including the Consumer Rights Act 2015 and rules relating to online and distance selling. Where you purchase as a business customer, you acknowledge that additional business-to-business provisions may apply, including payment, credit, return, warranty and limitation of liability provisions.
Additional terms may apply to specific services, including marketplace seller terms, affiliate terms, finance-provider terms, promotional terms, product-specific warranty documents, supplier-direct terms, or separate written agreements. If there is any inconsistency between these Terms and a separate written agreement signed or expressly approved by Sitex Direct, the separate written agreement will take priority for the specific matter it covers.
Sitex Direct is a UK ecommerce platform and flagship store within the wider Sitex ecosystem. It provides tools, equipment, construction supplies, industrial solutions, electronics, lighting, workwear, audio products, portable power solutions and related goods for consumers, tradespeople, contractors, procurement teams, site managers, businesses and specialist buyers.
Sitex Direct operates through several commercial models. In some cases, Sitex Direct acts as the direct retailer and seller of the goods. In other cases, products may be supplied directly by manufacturers, distributors, suppliers, fulfilment partners or approved third-party sellers through the Sitex Marketplace. The product page, seller information, order confirmation, invoice or support communication may identify the relevant fulfilment or selling arrangement where applicable.
Sitex Direct is designed to support modern trade and industrial ecommerce by combining online retail, trade account support, marketplace supply, specialist sourcing, product discovery, AI-assisted guidance and customer service through the Sitex Help Centre.
In these Terms, the following expressions have the meanings set out below unless the context requires otherwise:
“Sitex Direct”, “we”, “us” or “our” means Sitex Industrial Ltd and the ecommerce platform operated at www.sitexdirect.com.
“Website” means www.sitexdirect.com and any related subdomains, account areas, checkout pages, help centre pages, marketplace interfaces, mobile experiences or other digital services operated by or for Sitex Direct.
“Customer”, “you” or “your” means any person, business, company, organisation, public body, sole trader, partnership or other entity using the Website or purchasing products.
“Consumer” means an individual purchasing goods mainly for personal use and not mainly for business, trade, craft or professional purposes.
“Business Customer” means any customer purchasing wholly or mainly for business, trade, professional, industrial, resale, procurement, contracting or commercial purposes.
“Product” or “Products” means any goods, equipment, parts, tools, materials, consumables, accessories, components, power products, electrical products, workwear, lighting, audio goods or other items listed or sold through Sitex Direct.
“Order” means a request submitted by a customer to purchase products through the Website.
“Account” means a registered customer account, trade account, business account, affiliate account, seller account or other account created on or through Sitex Direct.
“Trade Account” means an approved business customer account that may receive access to trade pricing, account features, bulk order support, quotation support, credit facilities or other business services.
“Marketplace” means the Sitex Marketplace, a multi-seller ecommerce environment that allows approved third-party sellers and suppliers to list and sell products through Sitex Direct.
“Seller”, “Vendor” or “Marketplace Seller” means an approved third-party business that lists, supplies, fulfils, sells or supports products through the Marketplace.
“Affiliate Member” means a person or business approved to promote Sitex Direct and receive commission or reward for qualifying referrals under applicable affiliate terms.
“Supplier-Direct Product” means a product dispatched directly from a supplier, manufacturer, distributor, marketplace seller or fulfilment partner rather than from Sitex Direct’s own stock.
“Minimum Order Value” or “MOV” means the minimum total order value required before an order may be accepted for processing.
By using the Website, creating an account or placing an order, you confirm that you are at least 18 years old, legally capable of entering into a binding contract, and that all information you provide is accurate, current, complete and not misleading.
If you place an order on behalf of a business, company, organisation, public body, partnership, client, employer or other entity, you confirm that you have authority to bind that entity and that the entity agrees to these Terms. Sitex Direct may rely on any order placed through an account as authorised unless it has received clear written notice of unauthorised use before the order is processed.
We reserve the right to refuse service, suspend accounts, cancel orders, restrict access or request additional verification where we reasonably believe that the Website has been misused, incorrect information has been provided, payment or identity verification is required, fraud risk exists, or these Terms have been breached.
Customers may create an account to place orders, save addresses, track deliveries, request returns, access invoices, manage trade settings, view account permissions or use other features. You must provide accurate and complete information when creating an account and must keep your details up to date.
You are responsible for maintaining the confidentiality of your login details and for all activity that occurs under your account. You must not share access with unauthorised users or allow your account to be used for fraudulent, abusive, misleading or unlawful purposes.
For business and trade accounts, the account holder is responsible for ensuring that all users, buyers, employees, agents or representatives using the account are authorised and comply with these Terms. Sitex Direct may treat orders placed through a business account as authorised orders of that business.
If you suspect unauthorised access, compromised login credentials, fraudulent use or incorrect account activity, you must contact Sitex Direct as soon as possible. We may suspend, restrict or close an account where we reasonably believe it has been misused, compromised, used in breach of these Terms, used fraudulently, or presents risk to Sitex Direct, customers, sellers or payment providers.
You may use the Website only for lawful purposes and in accordance with these Terms. Access is provided for legitimate browsing, purchasing, account management, marketplace participation, product research, trade purchasing, customer support and related commercial activity.
You must not misuse the Website. In particular, you must not attempt unauthorised access, interfere with website operation, bypass security controls, scrape or harvest data without permission, upload malicious code, overload systems, impersonate another person or business, submit false information, manipulate prices, abuse promotions, conduct fraudulent transactions, infringe intellectual property rights, collect personal data unlawfully, or use the Website in a way that damages Sitex Direct, its customers, sellers, suppliers, payment providers or service partners.
We may monitor, restrict, suspend or terminate access where misuse is suspected. We may also preserve and disclose information where reasonably necessary to investigate fraud, enforce these Terms, comply with law, protect users, protect our rights, or cooperate with payment providers, law enforcement, regulators or legal advisers.
All prices are displayed in British Pound Sterling (£ GBP) unless expressly stated otherwise. Prices may be shown inclusive or exclusive of VAT depending on the customer type, account type, product type, Website area, trade settings, or display configuration. Where VAT applies, it will usually be shown before checkout or on the invoice.
Prices do not include delivery charges, handling charges, installation, additional services, customs duties, import charges, remote area surcharges, special handling costs, finance charges or any other additional costs unless expressly stated. Delivery charges and applicable taxes will normally be calculated or displayed before order submission where reasonably possible.
Sitex Direct operates a minimum order value of £15 per order across the main Sitex Direct store. This minimum order value applies to standard product purchases on sitexdirect.com and may also apply across related Sitex ecosystem stores, including Power-Hub, Sitex Tapes and Sitex Cable Ties, unless a different minimum is stated for a specific store, seller, promotion, product category or customer account.
We reserve the right to correct pricing errors, product information errors, stock errors, tax calculation errors, promotional errors or technical errors at any time. If an error affects an order, we may contact you to confirm whether you wish to proceed at the corrected price or cancel the affected item. We may cancel orders affected by obvious or material errors, even where an order acknowledgement has been issued.
Some products may be market-sensitive or subject to supplier price changes, commodity price movements, exchange rate changes, shipping costs, energy costs or manufacturer updates. Prices may change without notice before acceptance of an order. Once an order has been accepted, the price payable for that order will generally be the accepted order price unless a legal or obvious error applies.
By submitting an order, you are making an offer to purchase the selected products subject to these Terms. An order acknowledgement or confirmation email confirms that we have received your order; it does not necessarily mean that your order has been accepted.
Acceptance normally occurs when the product is dispatched, when we expressly confirm acceptance in writing, or when the seller of record confirms acceptance where the product is supplied through the Marketplace. We reserve the right to accept, reject, limit, delay, verify or cancel any order before acceptance.
We may cancel, refuse or limit an order where the product is unavailable, a supplier cannot fulfil the order, payment fails, fraud risk is identified, a pricing or description error exists, the order appears unusual or abusive, delivery is not possible, the product is restricted, the customer has breached these Terms, the order exceeds permitted quantities, or regulatory, sanctions, safety or compliance concerns arise.
We may limit the quantity available for purchase, restrict repeated orders, impose conditions on promotional codes, refuse to supply a customer, discontinue products or services, or prevent a user from completing transactions where this is reasonably necessary for stock control, fraud prevention, compliance, marketplace integrity, customer protection or business operations.
If we cancel an order after payment has been taken, we will refund the amount paid for the cancelled item using the original payment method unless we are legally entitled to withhold payment, set off sums owed, or apply an agreed credit arrangement.
We may accept payment by debit card, credit card, PayPal, Apple Pay, Google Pay, bank transfer, finance provider, trade account, credit account or any other payment method shown at checkout. Available payment methods may vary by customer type, product type, order value, risk checks, delivery address, seller, marketplace status or account approval.
Payments are processed securely through approved payment providers. Sitex Direct does not store full card details on the Website. Payment providers, banks, finance providers and fraud-prevention services may carry out authorisation, identity, security, anti-fraud and compliance checks before approving payment or allowing an order to proceed.
Orders may be delayed, cancelled or refused where payment is declined, payment is reversed, chargeback risk exists, fraud is suspected, customer information cannot be verified, payment has been made from a suspicious source, or additional verification is required.
Where Sitex Direct issues store credit, account credit, refund credit or goodwill credit, the credit may be subject to expiry dates, usage restrictions, account limitations or other terms stated at the time of issue. Credit balances are not normally exchangeable for cash unless legally required. We may apply credit balances to outstanding amounts owed by the customer where permitted by law or applicable account terms.
Sitex Direct may offer trade accounts, wholesale accounts, business accounts, bulk-buying support, trade pricing, quotations, procurement support, credit facilities and tailored account services to eligible business customers. Approval is not automatic and remains at Sitex Direct’s discretion.
Trade pricing is normally linked to an approved account setup. Customers must be logged into the correct approved account to view applicable trade pricing, permissions or account features. Trade pricing, discounts and account benefits may vary by product category, quantity, availability, seller, supplier, customer status, sales history or written agreement.
To apply for a trade, wholesale or credit account, you may be required to provide business details, company registration details, VAT information, trading references, proof of business activity, bank information, identity details, director or proprietor information, purchase history or other information reasonably requested by Sitex Direct.
Trade credit allows approved business customers to purchase on account rather than paying at standard checkout. Once a credit account is approved, purchases may be invoiced and payment collected within the agreed terms, typically 30 days from invoice date unless otherwise agreed in writing.
Credit accounts are available only to approved trade customers and are separate from standard retail checkout. Credit limits, payment periods, account status and purchasing permissions are controlled by Sitex Direct and may be reviewed, reduced, suspended, increased or withdrawn at any time.
Each approved trade credit customer may be assigned a credit limit. If an order would take the account over its credit limit, we may require payment by card, bank transfer or another method before processing. Credit limits may be reviewed on request but increases are not guaranteed.
Unless otherwise agreed in writing, invoices issued under a trade credit facility must be paid within the agreed payment period stated on the invoice or account agreement. Standard payment terms may begin at Net 30 days from invoice date, with extended terms possible for qualified customers after review.
If a business customer fails to pay on time, exceeds its credit limit, becomes insolvent, provides inaccurate information, disputes payment without valid reason, fails credit checks, or otherwise breaches account terms, Sitex Direct may suspend further orders, place the account on hold, require payment in advance, withdraw credit facilities, cancel unfulfilled orders, charge interest and recovery costs where legally permitted, refer the debt to a collection agency or solicitor, and demand immediate payment of all outstanding sums.
Business customers are responsible for ensuring that orders placed through their account are authorised and accurate. A business customer may be liable for purchases made by its employees, agents, group companies, subsidiaries, affiliates or representatives using its approved account unless Sitex Direct has received prior written notice that the relevant user is no longer authorised.
The Sitex Marketplace is designed to bring together approved sellers, specialist suppliers, trade buyers, business customers and retail customers within one connected ecommerce environment. It allows customers to access a wider product range, specialist categories, supplier-direct goods, marketplace listings and harder-to-find items through the Sitex Direct platform.
Where a product is sold by a third-party seller, this should be made clear where reasonably possible through product listings, seller profiles, order information, invoice information, marketplace labels or customer support communication. Depending on the order type, Sitex Direct may act as marketplace operator, seller, reseller, payment facilitator, fulfilment facilitator, support intermediary or agent for limited operational purposes.
For marketplace products, the contract for sale may be between the customer and the relevant marketplace seller, while Sitex Direct provides the platform, checkout environment, customer support route or dispute-handling assistance. Marketplace sellers may be responsible for product information, pricing, stock availability, dispatch, delivery, returns, warranty handling, customer service and compliance for their products.
Sitex Direct may assist customers with marketplace enquiries, but Sitex Direct does not guarantee that every marketplace seller product will be identical to Sitex-stocked products, available for expedited delivery, eligible for every promotion, covered by the same return process, or subject to the same handling times. Marketplace seller terms may apply provided they do not reduce consumer statutory rights.
Customers must review product pages, seller details, delivery estimates, warranty information, return eligibility and product specifications before purchase. Where marketplace seller information is incomplete or unclear, customers should contact Sitex Direct support before ordering, especially for urgent, technical, regulated, high-value or compatibility-sensitive products.
Marketplace seller participation is subject to approval and ongoing compliance with Sitex Direct marketplace standards. Sellers may be required to complete onboarding checks, identity verification, business verification, VAT verification, product category approval, insurance checks, bank account verification and compliance reviews.
Approved sellers are expected to maintain accurate product listings, fair pricing, current stock information, compliant product descriptions, safe product categories, clear delivery times, valid warranty information, responsive customer support, appropriate packaging, lawful product supply and proper handling of returns, refunds and complaints.
Sellers must not list counterfeit goods, unsafe goods, stolen goods, misleading goods, prohibited products, restricted products without approval, infringing products, unlawful imports, products subject to recall, products lacking required UK compliance markings or documentation, or products that Sitex Direct considers unsuitable for the marketplace.
Sitex Direct may remove listings, suspend selling privileges, withhold payouts, cancel orders, require remedial action, request documentation, investigate seller conduct or terminate seller access where a seller breaches marketplace standards, causes customer harm, creates compliance risk, receives excessive complaints, fails to fulfil orders, manipulates reviews, misuses customer data, engages in fraud, or damages the reputation of Sitex Direct.
Marketplace commission, fees, payout schedules and seller obligations may be set out in a separate Marketplace Vendor Agreement. Unless otherwise agreed in writing, Sitex Direct may charge commission on completed marketplace sales and process vendor payouts according to the applicable seller agreement, marketplace settings or payout policy.
Sitex Direct may operate an affiliate programme allowing approved affiliate members, content creators, trade partners, publishers or promotional partners to promote Sitex Direct and earn commission, account credit or other rewards on qualifying referrals.
Affiliate participation is subject to approval and any separate affiliate terms. Affiliate members must promote Sitex Direct honestly, lawfully and professionally. They must not use misleading claims, fake discounts, unauthorised brand bidding, spam, unlawful email marketing, misleading reviews, false scarcity, fake endorsements, impersonation, cookie stuffing, self-referral abuse, automated traffic, prohibited paid search activity, or any promotion that breaches advertising law or damages Sitex Direct’s reputation.
Commission is only payable on valid qualifying transactions that meet the applicable programme rules. Orders may be excluded from commission if they are cancelled, refunded, fraudulent, disputed, returned, self-referred, generated through prohibited methods, attributed to another channel, made in breach of affiliate terms, or otherwise not approved by Sitex Direct.
Sitex Direct may change commission rates, eligibility rules, tracking methods, payout thresholds, attribution periods, programme access or approved promotional methods at any time. We may suspend or terminate affiliate membership and withhold unpaid commission where fraud, abuse, breach or suspicious activity is identified.
Delivery Service Commitment:
Orders are typically processed within 1–2 working days unless stated otherwise.
In-stock items aim to dispatch within the advertised lead times.
Supplier-direct and marketplace items follow supplier or seller-specific timelines.
Tracking is provided where available.
Customers are notified of material delays where reasonably possible.
While delivery dates are estimates unless expressly guaranteed, Sitex Direct aims to provide a reliable and transparent delivery experience across all order types.
Sitex Direct delivers to eligible UK addresses unless otherwise stated. International delivery may be available to selected locations at our discretion. Delivery charges, estimated delivery times and available shipping options will normally be shown at checkout or on the relevant product page.
Delivery times are estimates only unless expressly confirmed in writing as guaranteed. Lead times may be affected by product availability, supplier location, courier capacity, seller fulfilment, item size, item weight, hazardous classification, payment verification, public holidays, weather disruption, customs processing, strikes, operational issues or other factors outside our control.
Some products may be dispatched directly from suppliers, manufacturers, distributors, marketplace sellers or fulfilment partners. Supplier-direct and marketplace items may have different lead times, delivery options, cut-off times, packaging, tracking, cancellation rules and return processes. Expedited shipping may not be available for supplier-direct, marketplace, special-order, heavy, hazardous, oversized, palletised or made-to-order products.
Additional delivery charges may apply for oversized items, heavy goods, pallet deliveries, hazardous materials, remote areas, offshore UK addresses, timed services, failed deliveries, redelivery attempts, storage, special handling or courier surcharges. We do not guarantee delivery to PO boxes, freight forwarders, restricted locations or addresses where courier access is limited.
For consumer orders, risk in goods normally passes to the customer on delivery. For business orders, risk may pass when goods are handed to the courier or carrier, depending on the agreed delivery terms. Ownership of goods passes only when Sitex Direct or the relevant seller has received full payment in cleared funds.
Customers are responsible for providing a complete and accurate delivery address. If goods cannot be delivered because the address is incorrect, incomplete, inaccessible, refused, or the customer fails to collect or rearrange delivery, the customer may be responsible for redelivery charges, return charges, storage charges and other courier costs. Where goods are returned due to failed delivery, we may refund the order minus applicable delivery, return, storage or handling costs unless otherwise required by law.
Sitex Direct wants customers to be satisfied with their purchases. Returns and refunds are handled according to the customer type, product type, seller type, statutory rights, return reason and condition of the goods.
If you are a UK consumer buying online, you may have the right to cancel most online purchases within 14 days of receiving the goods without giving a reason, subject to legal exceptions. You must notify us within 14 days of receiving the goods that you wish to cancel or return the order. Once you have notified us, you then have a further 14 days to send the item back or arrange collection where applicable.
Returns can usually be arranged through your online account by visiting your Order History and following the returns process where available. You may also contact Sitex Direct support through the Help Centre, live chat or support email.
Returned goods must be unused, complete, securely packed, returned with accessories, manuals, components, labels and packaging where applicable, and in resaleable condition unless the item is faulty, damaged, incorrect or non-compliant.
Unopened and unused products will usually be eligible for a full refund subject to inspection. Opened but unused products may still be returned within the return period, but we may apply a reasonable deduction or restocking fee where appropriate and permitted, particularly where packaging is damaged, product value has been reduced, or handling exceeds what is necessary to inspect the item.
We may refuse a return or reduce a refund where the product has been used, damaged by misuse, installed, modified, handled without reasonable care, returned incomplete, returned outside the permitted period, or is no longer in resaleable condition due to customer handling.
You are responsible for return postage costs unless the goods are faulty, incorrect, damaged on arrival, not as described, or Sitex Direct has agreed otherwise. If a refund is due, we will usually refund the original payment method. Refunds may be withheld until goods have been received back or until evidence of return is provided, where permitted by law.
Please allow 5 to 10 working days for the refunded amount to appear after processing, depending on your payment provider. Original delivery charges will usually only be refunded where the return is due to a faulty product, damaged product, incorrect item supplied or an error on our part. Premium, express, timed or upgraded delivery charges may not be refunded unless legally required or agreed by us.
Business customers may request returns in line with Sitex Direct’s returns process. While statutory consumer cancellation rights do not apply to business purchases, Sitex Direct aims to assess business return requests fairly and reasonably.
Return eligibility may depend on product type, condition, supplier policies and the nature of the order. Where applicable, items should be unused, complete and in resaleable condition.
Certain products, including special-order, made-to-order, supplier-direct, marketplace or custom procurement goods, may have specific return limitations or may not be eligible for return unless faulty, incorrect or otherwise agreed.
Where a return is approved, Sitex Direct will confirm the appropriate return method and clearly communicate any applicable handling requirements or costs in advance.
Special-order, made-to-order, supplier-direct, marketplace, clearance, custom, non-returnable or business-to-business special procurement goods may not be eligible for business return unless faulty, incorrectly supplied, or accepted in writing by Sitex Direct or the relevant seller.
Certain products may be designated as non-cancellable, non-returnable or non-refundable. This may apply to custom-made products, made-to-order goods, special-order goods, products ordered specifically from a supplier, discontinued products, clearance items, perishable goods, hygiene-sensitive products, opened sealed goods, personalised products, products subject to manufacturer restrictions, and business-to-business special procurement orders.
Where possible, we will notify the customer before processing such an order. Once the customer confirms an order of this type, it may not be cancelled, returned or refunded except where required by law or where Sitex Direct agrees in writing. This does not affect consumer statutory rights for faulty, misdescribed or non-compliant goods.
Sitex Industrial
Unit 4, Maplebank Poultry Farm
Knatts Valley Road
West Kingsdown
Kent
DA4 0JY
If goods arrive damaged, faulty, defective, missing parts or incorrect, please contact Sitex Direct as soon as possible. You may be asked to provide your order number, description of the issue, photographs, videos, serial numbers, packaging images, courier labels or other evidence to help investigate and resolve the issue.
Depending on the circumstances, we may offer a replacement, repair, refund, exchange, collection, partial refund, spare part, technical guidance or supplier warranty claim support. The available remedy may depend on whether you are a consumer or business customer, the age of the product, the nature of the fault, inspection results, manufacturer terms and applicable law.
Nothing in these Terms affects your rights under the Consumer Rights Act 2015. If an item is faulty, not as described or not fit for purpose, consumers may be entitled to a repair, replacement or refund in accordance with their legal rights.
Products may also come with a manufacturer warranty. The applicable warranty period and conditions may be stated on the product page, invoice, warranty card, product packaging or manufacturer documentation. Manufacturer warranties are separate from statutory rights and may require registration, proof of purchase, serial numbers, inspection or compliance with product-use instructions.
Warranty coverage does not normally include misuse, abuse, accidental damage, normal wear and tear, consumable wear, incorrect installation, unauthorised repair, modification, use outside the product’s intended purpose, use with incompatible accessories, poor maintenance, environmental damage, or commercial use where the product is not designed for commercial use.
Product images, descriptions, specifications, compatibility details, dimensions, colours, packaging, country of origin, included accessories and technical data are provided for guidance only. We aim to keep product information accurate, but errors may occur and product information may change without notice due to manufacturer updates, supplier changes, batch variations, packaging changes, substitutions, website errors or data-feed issues.
Customers are responsible for reviewing product specifications, checking suitability and ensuring that products are appropriate for their intended use, environment, installation, application and regulatory requirements before purchase and use. This is especially important for construction products, electrical products, battery products, portable power equipment, tools, machinery, safety equipment, industrial products, gas or heating products, automotive components, PPE, access equipment and any product involving safety-critical use.
Sitex Direct does not guarantee that a product is suitable for a customer’s specific purpose unless suitability has been expressly confirmed in writing by an authorised Sitex Direct representative. General advice, AI-assisted guidance, live chat suggestions, category filters, product matching tools, cross-references or compatibility information are provided for convenience and must not replace professional judgement, manufacturer guidance or qualified installer advice.
Product substitutions may occur where permitted, particularly for supplier-direct or marketplace products. Substitute products should be materially equivalent or suitable for the stated supply arrangement, but customers must check specifications before use. If you receive a product that materially differs from what was ordered, contact Sitex Direct before installing, using or modifying it.
Customers must read and follow all manufacturer instructions, safety warnings, manuals, labels and technical documentation before using electrical products, portable power stations, batteries, chargers, solar products, cables, power tools, lighting, industrial machinery, safety equipment or related accessories.
You must only use compatible chargers, cables, batteries, connectors, accessories, consumables and parts. Products must not be overloaded, modified, opened, repaired without authorisation, exposed to unsafe conditions, used with damaged cables, used outside specified ratings, or operated contrary to manufacturer guidance.
Where required, products should be installed, inspected, tested or maintained by a suitably qualified professional. Sitex Direct is not responsible for damage, injury, loss, fire, electrical failure, equipment failure, project delay or compliance breach caused by misuse, incorrect installation, overloading, unauthorised repair, unsuitable accessories, incorrect product selection, failure to follow instructions, or use in an unsuitable environment.
Safety Data Sheets may be available for certain hazardous or regulated products upon request. Safety information is generally supplied by manufacturers or suppliers. Sitex Direct does not guarantee the accuracy or completeness of manufacturer-provided safety data. Customers are responsible for safe storage, handling, use, transport, disposal and compliance with applicable laws and regulations.
Products sold through Sitex Direct are primarily intended for use within the United Kingdom unless otherwise agreed. Customers must not export, re-export, resell, transfer, divert or use products in breach of UK export controls, sanctions laws, restricted-party rules, trade restrictions, customs rules or applicable international laws.
You confirm that you are not purchasing products for or on behalf of a sanctioned, restricted or prohibited person, organisation, country or destination, and that you will not use products for unlawful, unsafe, military, prohibited, restricted or unauthorised purposes.
We may refuse, delay or cancel orders where export, sanctions, restricted-use, fraud, customs, compliance, product safety or regulatory concerns arise. We may request additional information about the customer, end user, destination, intended use or compliance status before processing an order.
Sitex Direct may provide live chat, AI-powered support and product guidance through Sitex Mind AI or other support tools. These tools may help customers find products, compare specifications, identify accessories, troubleshoot basic issues, access help articles, understand order processes or contact support.
AI support is provided for general assistance only. It does not create a binding contract, guarantee product suitability, confirm stock, provide legal advice, replace professional installation advice, override these Terms, or amend order, return, warranty or marketplace policies.
For binding information about orders, delivery, cancellations, warranties, marketplace disputes, product compliance or complaints, customers should contact Sitex Direct support and request confirmation from an authorised representative. Chat conversations may be stored, reviewed, monitored or anonymised to improve customer service, detect misuse, train support processes and operate the Website, subject to the Privacy Policy.
Promotional codes, discount codes, account offers, trade offers, email sign-up offers, voucher codes, bundle offers, clearance pricing and limited-time deals are subject to availability and applicable terms. Promotions may be amended, withdrawn, restricted or refused at any time.
Promotions cannot normally be applied retrospectively to previous orders. We may refuse, reverse or cancel a promotion where there is misuse, fraud, technical error, pricing error, duplicate use, breach of terms, suspicious activity or use outside the intended promotion rules.
If Sitex Direct offers gift cards, vouchers, account credit or store credit, these may only be used on approved Sitex Direct channels unless otherwise stated. Gift cards and store credit cannot normally be exchanged for cash. Expiry dates, restrictions, excluded products, seller exclusions, account requirements and usage rules may apply.
Where you create an account, make a purchase, subscribe to updates, join an affiliate programme, apply for trade access or opt in to marketing, we may send communications about products, promotions, account features, marketplace updates, trade services, new categories, abandoned baskets, customer service, warranties, returns or related services.
You can opt out of marketing emails using the unsubscribe link or by updating your preferences where available. Transactional and service messages relating to orders, accounts, delivery, returns, invoices, warranties, fraud checks, customer support or legal notices may still be sent where necessary.
Where you opt in to SMS messages, account alerts or order updates, message frequency may vary. Your mobile network may charge for messages or data. You can unsubscribe from marketing messages using the relevant opt-out method shown in the message or account settings.
All Website content, including text, images, logos, graphics, design, product data, software, layouts, icons, documents, trade names, domain names, catalogues, product descriptions, help articles, branding and other materials, belongs to Sitex Direct, its licensors, suppliers or marketplace sellers unless stated otherwise.
You may not copy, reproduce, distribute, scrape, commercially exploit, publish, modify, reverse engineer, use trademarks, use product data feeds, extract databases, frame content, or use Sitex Direct intellectual property without written permission. Supplier names, product names, trademarks and brands remain the property of their respective owners.
Where customers submit reviews, comments, photos, questions, feedback, ideas, product images, support information or other content, they grant Sitex Direct a non-exclusive, worldwide, royalty-free licence to use, display, reproduce, adapt, publish, moderate and distribute that content for Website, marketing, customer service, product improvement, marketplace, support and business purposes.
You must not submit unlawful, offensive, misleading, defamatory, infringing, abusive, fraudulent, private, confidential, obscene, threatening, discriminatory, spam-like or malicious content. We may remove, moderate, refuse or edit user content at our discretion.
Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, breach of statutory rights, or any other liability that cannot legally be excluded or limited.
Subject to the above, Sitex Direct is not liable for indirect losses, consequential losses, loss of profit, loss of revenue, loss of business, loss of goodwill, loss of opportunity, loss of data, business interruption, wasted management time, project delay, installation costs, removal costs, third-party claims, losses caused by incorrect installation, losses caused by unsuitable product selection, or losses arising from misuse, unauthorised repair, failure to follow instructions or events outside our reasonable control.
For business customers, our total liability in connection with a product, order or transaction will normally be limited to the price paid for the product giving rise to the claim, unless otherwise required by law or expressly agreed in writing. Business customers acknowledge that they are best placed to assess product suitability, site requirements, safety requirements, technical requirements and commercial risk before purchase.
The Website is provided on an “as available” basis. While we aim to keep the Website reliable and accurate, we do not guarantee uninterrupted access, error-free operation, permanent availability, compatibility with all systems, or complete accuracy of all Website information at all times.
Business customers agree to indemnify Sitex Direct, its officers, employees, contractors, suppliers, affiliates and service providers against reasonable losses, costs, claims, damages, expenses, liabilities and legal costs arising from the business customer’s breach of these Terms, misuse of products, unlawful resale, incorrect installation, unsafe use, unauthorised modification, infringement of third-party rights, misuse of the Website, failure to pay, breach of trade account terms, or use of products contrary to manufacturer instructions or applicable law.
Sitex Direct will not be liable for delay, failure, interruption, non-performance, impaired performance or additional cost caused by events outside its reasonable control. Such events may include severe weather, courier disruption, supplier failure, strikes, labour shortages, war, terrorism, civil unrest, cyber incidents, pandemic or epidemic, fire, flood, power failure, telecommunications failure, government action, customs delay, shortage of goods, shortage of raw materials, transport disruption, regulatory change, import restrictions, export restrictions, platform outages, payment provider failure or other circumstances beyond reasonable control.
Sitex Direct processes personal data in accordance with its Privacy Policy. Customers should read the Privacy Policy for details about how personal data is collected, used, stored, shared and protected.
Marketplace purchases may require certain customer details to be shared with relevant sellers, couriers, fulfilment providers or service partners for order processing, delivery, returns, warranty handling and customer support. Sellers and service providers must use customer information only for legitimate order-related purposes and in accordance with applicable data protection requirements.
Customers may not assign, transfer or subcontract rights or obligations under these Terms without our written consent. Sitex Direct may assign or transfer its rights and obligations where reasonably necessary for business, restructuring, sale, operational, marketplace, fulfilment or legal purposes.
These Terms are between Sitex Direct and the customer. No third party has the right to enforce these Terms unless expressly stated or required by law.
If Sitex Direct does not enforce a right immediately, this does not mean that the right is waived. A waiver will only be effective if given in writing by an authorised representative.
If any part of these Terms is found to be invalid, unlawful or unenforceable, the remaining parts will continue to apply. The invalid provision will be treated as removed or modified only to the extent necessary to make the Terms valid and enforceable.
We may update these Terms from time to time. The version published on the Website at the time of purchase will normally apply to that purchase. Continued use of the Website after updated Terms are published means you accept the updated Terms for future use and future orders.
These Terms, together with any applicable order confirmation, invoice, product page, marketplace seller terms, trade account agreement, credit agreement, affiliate terms, privacy policy, cookie policy, returns policy and written agreement, form the agreement between you and Sitex Direct for the relevant transaction or service.
These Terms are governed by the laws of England and Wales. If you are a consumer, you may also have rights under the laws of the part of the UK where you live. Disputes will be subject to the courts of England and Wales unless consumer protection law gives you the right to bring proceedings elsewhere in the UK.
For order enquiries, returns, warranty support, account support, trade account questions, marketplace enquiries, affiliate enquiries, legal enquiries or general customer service, please contact Sitex Direct using the details below:
Sitex Direct / Sitex Industrial Ltd
Unit 4, Maplebank Poultry Farm
Knatts Valley Road
West Kingsdown
Kent
DA4 0JY
Email: support@sitexdirect.com
Help Centre: https://support.sitexdirect.com
Website: https://www.sitexdirect.com