This Marketplace Vendor Agreement applies to approved sellers, suppliers, distributors, merchants, resellers and vendors that list, offer, sell, fulfil or support products through the Sitex Marketplace.
The Sitex Marketplace is a trade-focused multi-seller platform designed to connect approved vendors with customers seeking construction, industrial, electrical, DIY, safety, workwear, audio, lighting, power, cable, consumable and specialist supply products. The Marketplace is intended to provide a structured commercial environment where vendors can manage product listings, stock, pricing, orders, dispatch and seller profiles while benefiting from Sitex Direct platform visibility, support infrastructure and ecommerce tools.
By applying to become a vendor, accessing a seller dashboard, uploading products, accepting an order, fulfilling an order, or otherwise participating in the Marketplace, the vendor agrees to this Vendor Agreement and to all Sitex Direct marketplace policies, technical rules, category rules, product listing standards, returns standards, data protection requirements and operational instructions issued from time to time.
The vendor is an independent business and is not an employee, partner, franchisee, legal representative or agent of Sitex Direct unless expressly stated in writing. The vendor has no authority to bind Sitex Direct, make representations on behalf of Sitex Direct, accept liability on behalf of Sitex Direct, or use Sitex Direct branding except as permitted by marketplace rules.
Vendor participation is subject to approval by Sitex Direct. Approval is not automatic and may be refused, delayed, suspended or withdrawn at our discretion. We may assess the vendor’s business type, product categories, trading history, reputation, compliance record, fulfilment capability, insurance, product quality, tax position, customer service capability, financial standing, technical readiness and alignment with the Sitex ecosystem.
During onboarding, vendors may be required to provide company registration details, VAT registration details, business address, trading names, beneficial ownership information, bank account details, product category information, supplier authorisations, brand permissions, insurance documents, product compliance documents, safety documentation, return address details, customer support contacts and evidence of product authenticity.
Vendors must ensure all onboarding information is accurate, complete and kept up to date. A vendor must promptly notify Sitex Direct of any change to legal entity, ownership, bank details, VAT status, business address, insurance, insolvency position, key compliance documents, product restrictions or ability to fulfil orders.
Approved vendors may receive access to a seller dashboard or other vendor tools. Vendors are responsible for all activity carried out through their seller account, including activity by employees, contractors, agents, fulfilment partners and system integrations.
Vendors must use strong access controls, protect login credentials, remove users who no longer require access, and immediately notify Sitex Direct if unauthorised access is suspected. Vendors must not share access with unauthorised third parties or use seller tools to interfere with other sellers, customers or platform systems.
Sitex Direct may suspend vendor dashboard access where security, fraud, data protection, product safety, customer harm or platform integrity concerns arise.
Vendors are responsible for the accuracy, completeness and legality of all product listings they create, upload, provide or authorise. Product listings must include clear titles, accurate descriptions, correct specifications, current pricing, accurate stock information, appropriate images, brand information, part numbers, dimensions, material information, compatibility data, warranty information, delivery lead times, safety information and restrictions where relevant.
Vendors must not list counterfeit goods, stolen goods, unsafe goods, prohibited goods, recalled goods, infringing goods, misleading products, fake branded items, unauthorised replicas, products subject to unresolved regulatory action, products lacking required documentation, or products that Sitex Direct determines are unsuitable for the Marketplace.
Product images must accurately represent the product and must not infringe third-party rights. Vendors must hold all necessary rights to use product data, images, descriptions, manuals, brand assets, technical documents and compatibility information. Vendors grant Sitex Direct a worldwide, royalty-free licence to use vendor product content for marketplace operation, customer service, advertising, search, support, merchandising, feeds, analytics and related platform purposes.
Sitex Direct may edit, reject, suppress, delist, categorise, enrich, translate, standardise or remove listings where necessary for quality, compliance, customer experience, search performance, legal obligations or marketplace standards. Sitex Direct does not assume responsibility for vendor listing accuracy by doing so.
Vendors are responsible for maintaining accurate pricing, stock and availability. Prices must include or exclude VAT in the format required by the platform and must comply with applicable pricing laws, consumer protection rules and marketplace requirements.
Vendors must not use misleading discounts, fake recommended prices, artificial scarcity, bait pricing, hidden charges or unfair commercial practices. If a vendor identifies a pricing error, stock error or listing error, the vendor must promptly correct the listing and notify Sitex Direct where customer orders may be affected.
Vendors must maintain sufficient stock to fulfil accepted orders. Repeated cancellation due to inaccurate stock, delayed supplier feeds or poor inventory control may result in listing suppression, financial deductions, reduced visibility, account review or termination.
Vendors must process marketplace orders promptly and professionally. Unless otherwise agreed, vendors must dispatch orders within the lead time shown on the product listing or within the dispatch standard set by Sitex Direct for the relevant category.
Vendors are responsible for picking, packing, labelling, dispatching and fulfilling orders safely and correctly. Packaging must be suitable for the product type, weight, fragility, hazard status and courier method. Vendors must include all required components, instructions, safety warnings, manuals, accessories and documentation.
Vendors must provide tracking information where available and must update order status accurately. Vendors must not mark orders as dispatched before they are genuinely handed to the carrier or otherwise ready for collection according to the applicable fulfilment process.
If fulfilment becomes impossible, delayed or restricted, the vendor must notify Sitex Direct immediately with the reason, revised lead time and proposed resolution. Vendors must not substitute products without customer or Sitex Direct approval unless the platform expressly permits approved equivalents.
Vendors may fulfil orders directly, through their own couriers, through supplier-direct arrangements, through distributor fulfilment, or through any approved fulfilment model agreed with Sitex Direct. Vendors remain responsible for delivery performance unless Sitex Direct expressly assumes fulfilment responsibility in writing.
Where customer orders include goods from multiple vendors or suppliers, orders may be split into multiple consignments. Vendors must cooperate with Sitex Direct to provide accurate dispatch and tracking information so customers can understand split delivery arrangements.
Vendors are responsible for delivery failures caused by incorrect fulfilment, poor packaging, wrong labels, late dispatch, missing tracking, inadequate courier selection or failure to follow platform instructions. Customer-caused failed deliveries may be handled under the customer Terms, but vendors must provide reasonable evidence before charges are deducted or disputed.
Vendors must comply with applicable consumer protection laws and Sitex Direct marketplace return standards. Vendors must ensure that customer rights are respected and that return handling is fair, timely and transparent.
For change-of-mind returns, vendors must follow the return period and return condition standards set by Sitex Direct unless a longer or more favourable policy is approved. Vendors must process return requests promptly, provide return instructions where required, inspect returned items fairly and report outcomes through the required marketplace process.
For faulty, damaged, incorrect, missing or misdescribed goods, vendors must support repair, replacement, refund, collection, partial refund or other remedy as required. Vendors may be asked to provide evidence, courier proof, product inspection reports, serial number confirmation, packaging images or supplier/manufacturer support.
Sitex Direct may issue refunds, credits or customer remedies on behalf of the vendor where required to comply with law, protect customer experience, resolve disputes, manage chargebacks, enforce marketplace rules or where the vendor fails to respond within required timeframes. Such amounts may be deducted from vendor payouts.
Vendors must provide professional, timely and accurate support for marketplace orders. Customer communications must be courteous, lawful, truthful and consistent with Sitex Direct standards. Vendors must not harass customers, use abusive language, send marketing without consent, request off-platform payments, divert customers away from Sitex Direct, or include unauthorised promotional material in parcels.
Vendors must respond to support requests, order issues, returns queries, warranty enquiries and marketplace investigations within the timeframes set by Sitex Direct. Repeated failure to respond may result in refund intervention, listing suppression, account suspension or termination.
Where Sitex Direct provides first-line customer support, vendors must cooperate with support teams and provide accurate information promptly. Marketplace support coordination does not remove vendor responsibility for product, fulfilment and compliance issues.
Unless otherwise agreed in writing, Sitex Marketplace vendors are charged a commission on completed sales made through the platform. The standard commission may be 12% of completed sales, or another percentage confirmed during onboarding or category approval. Commission may apply to product price, delivery charges, extras or other amounts depending on the applicable seller fee schedule.
Vendor payouts are normally processed to the vendor’s nominated bank account on the last day of each month, subject to payment provider timings, fraud checks, refund reserves, chargeback reserves, compliance holds, account review, minimum payout thresholds and any deductions owed to Sitex Direct.
Sitex Direct may deduct commissions, marketplace fees, refund amounts, chargebacks, customer credits, delivery adjustments, penalties, advertising fees, subscription fees, payment processing fees, VAT adjustments, debt amounts and other sums owed by the vendor from vendor payouts.
Where suspected fraud, excessive returns, product safety issues, customer claims, chargebacks, insolvency concerns, tax concerns, account breach or regulatory risk arises, Sitex Direct may delay or withhold payouts to protect customers, payment providers, the platform or Sitex Direct. Any hold will be reviewed reasonably based on the risk identified.
Vendors are responsible for understanding and complying with their own tax obligations, including VAT registration, VAT accounting, marketplace VAT rules, invoicing obligations, income tax, corporation tax and any other applicable taxes.
Vendors must provide accurate VAT information and must promptly notify Sitex Direct if their VAT status changes. Vendors must not misrepresent VAT status, issue incorrect VAT documents, or list prices in a way that misleads customers.
Depending on marketplace configuration, Sitex Direct may collect payment from customers and remit net proceeds to vendors, issue platform statements, facilitate invoices, or require vendors to issue invoices. Vendors must cooperate with any invoicing process and provide required tax documentation.
Vendors warrant that all products listed and sold through the Marketplace comply with applicable UK laws, safety standards, product regulations, labelling rules, consumer protection rules, intellectual property rules, import rules, environmental rules, chemical rules, electrical safety rules, battery rules, waste rules, packaging rules and any category-specific requirements.
Vendors must maintain documentation sufficient to prove compliance, including declarations of conformity, UKCA/CE documentation where applicable, safety test reports, batch records, instructions, warnings, manuals, Safety Data Sheets, traceability records, import documents, supplier authorisations and recall procedures.
Vendors must immediately notify Sitex Direct of any product safety concern, recall, regulatory investigation, customer injury report, defect trend, counterfeit concern, compliance notice, supplier warning or enforcement action affecting products listed on the Marketplace.
Sitex Direct may request compliance documentation at any time. Failure to provide documents within the requested timeframe may result in listing suppression, order cancellation, payout hold, vendor suspension or termination.
Vendors must not list products prohibited by Sitex Direct or by law. Restricted products may require prior written approval, specialist documentation, category permission, age checks, shipping restrictions, hazard classification, courier approval or compliance review.
Prohibited or restricted categories may include counterfeit goods, stolen goods, unsafe goods, recalled goods, weapons, illegal knives, controlled substances, prescription medicines, hazardous chemicals without approval, surveillance spyware, illegal electronics, products infringing intellectual property, products breaching sanctions, dangerous batteries, unapproved PPE, non-compliant electrical goods, and any product Sitex Direct determines is unsuitable.
Sitex Direct may update prohibited or restricted categories at any time. Vendors are responsible for monitoring and complying with current rules.
The vendor represents and warrants that it is legally established, authorised to trade, able to enter this Agreement, able to sell the products listed, and has all licences, permissions, approvals, insurance and rights required to fulfil marketplace obligations.
The vendor further warrants that products are genuine, safe, lawful, accurately described, not counterfeit, not stolen, not subject to undisclosed recall, not misleadingly branded, fit for ordinary use where applicable, and supplied with required warnings, instructions and documentation.
The vendor warrants that its product content, images, brand names, descriptions, data feeds and marketing materials do not infringe third-party intellectual property rights, privacy rights, advertising rules or consumer protection laws.
Vendors must maintain appropriate insurance for their business activities and product categories, which may include public liability, product liability, employer’s liability, professional indemnity, cyber insurance, goods-in-transit insurance and any category-specific cover reasonably required by Sitex Direct.
Vendors must provide evidence of insurance upon request. Failure to maintain adequate insurance may result in suspension or termination.
Vendors must process customer personal data only for legitimate marketplace order fulfilment, support, returns, warranty and legal compliance purposes. Vendors must not use customer data for unrelated marketing, profiling, resale, enrichment, data sharing or off-platform solicitation unless the customer has separately provided valid consent and the activity complies with law.
Vendors must comply with UK GDPR, Data Protection Act 2018, PECR and any applicable privacy laws. Vendors must maintain appropriate technical and organisational security measures, restrict staff access, prevent unauthorised disclosure, and notify Sitex Direct promptly of any actual or suspected personal data breach involving marketplace data.
Where required, Sitex Direct and the vendor may operate as independent controllers for their respective processing activities or under another data arrangement set out in written marketplace documentation. Vendors must cooperate with subject access requests, deletion requests, correction requests and regulatory enquiries where marketplace data is involved.
Vendors retain ownership of their own product content where they own it, but grant Sitex Direct a broad licence to use it for marketplace purposes. Vendors must not use Sitex Direct names, logos, marks, design elements, badges or marketing claims without written approval.
Vendors must promptly respond to intellectual property complaints and must cooperate with Sitex Direct in investigating alleged infringement. Sitex Direct may remove listings that are subject to credible infringement complaints, pending investigation.
Sitex Direct may monitor vendor performance using metrics such as dispatch speed, cancellation rate, late shipment rate, tracking accuracy, return rate, customer complaint rate, product defect rate, response time, chargeback rate, refund intervention rate, listing quality and compliance document responsiveness.
Where performance falls below acceptable standards, Sitex Direct may issue warnings, require corrective action, reduce listing visibility, remove products, suspend new orders, withhold payouts, require a performance plan or terminate the vendor account.
Vendors must not manipulate reviews, ratings, rankings, search results, customer feedback, competitor listings or marketplace algorithms. Vendors must not submit fake reviews, incentivise undisclosed reviews, threaten customers over reviews, misuse customer complaints, create duplicate seller accounts to bypass restrictions, or interfere with other vendors.
Sitex Direct may remove suspicious reviews, investigate ranking manipulation, adjust marketplace visibility and take enforcement action against vendors that undermine trust.
Vendors are responsible for losses arising from vendor-caused order defects, non-delivery, misdescription, unauthorised substitutions, poor evidence, failure to provide tracking, product defects, customer disputes or breach of marketplace rules. Sitex Direct may deduct chargebacks, fees, evidence costs, refund amounts and related losses from vendor payouts where the vendor is responsible.
Vendors must cooperate in fraud prevention and dispute defence by providing dispatch evidence, tracking information, delivery confirmation, correspondence, product evidence and any other relevant documentation promptly.
Sitex Direct may suspend or terminate a vendor account immediately where serious concerns arise, including fraud, unsafe products, counterfeit goods, regulatory breach, data breach, repeated customer harm, excessive cancellations, non-payment, abusive conduct, intellectual property infringement, sanctions concerns, insolvency, failure to provide documents or material breach of this Agreement.
Upon termination, Sitex Direct may remove listings, cancel pending orders, complete outstanding customer remedies, withhold reasonable reserves, deduct outstanding amounts and continue to use transaction records for legal, tax, support, audit and dispute purposes.
Vendors may receive confidential information relating to Sitex Direct, marketplace systems, pricing, customers, technology, processes, seller performance, commercial arrangements or roadmap information. Vendors must keep such information confidential and use it only for marketplace participation.
The vendor indemnifies Sitex Direct against all claims, losses, liabilities, damages, penalties, costs and expenses arising from vendor products, product defects, safety issues, recalls, listing errors, fulfilment failures, tax breaches, data protection breaches, intellectual property infringement, misleading advertising, customer claims, regulatory action, breach of this Agreement or unlawful conduct by the vendor or its representatives.
Sitex Direct provides the Marketplace on an “as available” basis and does not guarantee uninterrupted access, sales volume, ranking position, search visibility, conversion rate, customer traffic, seller profitability or ongoing approval. Sitex Direct is not liable to vendors for indirect loss, loss of profit, loss of revenue, loss of goodwill, loss of data, business interruption, lost opportunity or consequential loss.
Sitex Direct may update marketplace rules, seller standards, commission structures, category requirements, payout schedules, prohibited products, technical requirements and operational processes. Vendors will be notified where changes materially affect active sellers, but continued marketplace use after changes take effect means the vendor accepts the updated terms.
This Vendor Agreement is governed by the laws of England and Wales. Vendor disputes will be subject to the courts of England and Wales unless otherwise agreed in writing.