Request Return
Log into your account or contact support with your order details.
Review and Eligibility Check
We assess the request based on product type, condition, order type and applicable rights.
Return Instructions
If approved, we provide the return method, return location and any handling requirements.
Send Item Back
Return the item securely with all components, accessories and packaging where applicable.
Inspection
The item is checked once received.
Refund, Replacement or Resolution
We process the appropriate outcome after inspection or supplier confirmation where required.
At Sitex Direct, we want customers to be satisfied with their purchase. If you are not happy with a product, you may return it within 14 days of receiving your order, subject to this policy and legal exceptions.
Log in to your Sitex Direct account, go to order history and follow the returns process where available. You may also contact the Sitex Help Centre or live chat. You should provide your order number, the item being returned, the reason for return and photographs where the item is damaged, faulty or incorrect.
Products should be unused, complete, securely packed, returned with accessories, manuals and components, and in original packaging where possible. Unopened products are usually eligible for a full refund. Opened but unused products may be returned within the permitted period, although deductions may apply where legally permitted.
If an item arrives faulty, damaged or incorrect, contact us as soon as possible. We may request photographs, serial numbers, packaging images, courier labels or other evidence. We may offer a refund, replacement, repair, exchange, collection or other suitable remedy.
Refunds are normally made to the original payment method after returned goods are received and inspected. Please allow 5 to 10 working days for the refunded amount to appear after processing, depending on your payment provider.
Original delivery costs are usually refunded only where the return is due to a faulty product, damaged product, incorrect item supplied or an error by Sitex Direct or the relevant seller. Premium or upgraded delivery charges may not be refunded beyond the standard delivery cost unless legally required.
We may be unable to accept returns for used products, customised products, personalised products, made-to-order goods, special-order goods, opened sealed goods not suitable for return, hygiene-sensitive goods, hazardous goods, installed goods, digital content after access, or items returned outside the permitted period without agreement, unless faulty or required by law.
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.
Sitex Industrial, Unit 4, Maplebank Poultry Farm, Knatts Valley Road, West Kingsdown, Kent, DA4 0JY.