These Marketplace Buyer Terms apply where customers purchase products through Sitex Direct that are supplied, sold, dispatched or supported by approved third-party marketplace sellers. They explain the relationship between the customer, Sitex Direct and the marketplace seller, and should be read alongside the main Sitex Direct Terms and Conditions, Returns and Refunds Policy, Delivery and Fulfilment Policy and Payments and Pricing Policy.
The Sitex Marketplace is designed to give customers access to a wider range of trade, industrial, construction, electrical, safety, workwear, consumable and specialist supply products through one ecommerce platform.
Sitex Direct may act as marketplace operator, checkout provider, payment facilitator, customer support coordinator, reseller, disclosed agent, fulfilment facilitator or platform intermediary depending on the product and transaction model. The applicable model may be shown on the product page, order confirmation, invoice, seller profile, support communication or marketplace documentation.
Where a product is supplied by a marketplace seller, the seller may be responsible for product data, pricing, stock information, dispatch, delivery, returns, warranty handling, product compliance and customer support relating to that product.
Sitex Direct aims to provide marketplace information where reasonably possible so that customers can understand whether an item is supplied directly by Sitex Direct or by a marketplace seller. Some marketplace arrangements may involve supplier-direct fulfilment, distributor fulfilment or seller-managed dispatch.
Customers should review seller information, product details, delivery estimates, return eligibility, warranty information and product specifications before purchase, especially for urgent, high-value, technical, regulated, business-critical or compatibility-sensitive products.
For marketplace products, the contract for sale may be between the customer and the marketplace seller, with Sitex Direct providing the platform, payment environment, support route or dispute-handling assistance. In other cases, Sitex Direct may act as seller or reseller depending on the commercial arrangement.
Nothing in these Marketplace Buyer Terms removes consumer statutory rights or limits rights that cannot legally be excluded. Marketplace seller terms may apply only where they do not conflict with mandatory consumer protection law or Sitex Direct marketplace standards.
Marketplace sellers are responsible for ensuring that product listings are accurate, lawful, complete and not misleading. Product descriptions, images, specifications, compatibility information, delivery estimates and warranty details may be supplied by the seller, manufacturer, distributor or supplier.
Sitex Direct may standardise, enrich, categorise, edit or remove marketplace listings to support customer experience, compliance, search quality or marketplace standards. This does not remove the seller’s responsibility for listing accuracy or product compliance.
Marketplace prices may be set by marketplace sellers or may be affected by supplier data, stock position, category rules, promotions, delivery arrangements, marketplace commission, VAT treatment and commercial availability. Prices may change before order acceptance.
Stock availability may vary and may depend on seller inventory systems, supplier stock feeds, warehouse availability or manual confirmation. If a marketplace product becomes unavailable after ordering, Sitex Direct or the seller may cancel the item, offer an alternative where appropriate or provide a refund.
Submitting an order for a marketplace product does not guarantee acceptance. Acceptance may depend on payment approval, seller confirmation, stock availability, fulfilment capability, product restrictions, delivery feasibility, fraud checks or compliance review.
Sitex Direct may cancel or delay marketplace orders where the seller cannot fulfil, the product is unavailable, delivery is not possible, product data is incorrect, payment risk exists, the order appears unusual or marketplace standards require intervention.
Marketplace products may be dispatched directly by the seller, supplier, manufacturer, distributor or fulfilment partner. Delivery estimates, packaging, carrier selection, tracking availability and dispatch timing may vary between sellers and may differ from Sitex-stocked products.
Orders containing products from multiple sellers or fulfilment locations may arrive in separate consignments. Customers should check tracking and dispatch information before reporting a missing item, as split shipments may arrive at different times.
Marketplace returns are handled in line with Sitex Direct return standards, applicable law and any seller-specific process that does not reduce customer rights. Sitex Direct may coordinate return requests, obtain seller approval, provide return instructions, review evidence and support dispute resolution.
For faulty, damaged, incorrect, missing or misdescribed goods, the marketplace seller may be required to support repair, replacement, refund, collection, partial refund or other remedy as appropriate. Sitex Direct may issue customer remedies on behalf of a seller where required to protect customer experience, comply with law, resolve disputes or enforce marketplace standards.
Marketplace products may be covered by seller warranties, manufacturer warranties, statutory rights or product-specific support arrangements. Customers should retain proof of purchase and should provide photographs, serial numbers, packaging images, courier labels or other evidence where a product issue is reported.
Warranty support may require coordination with the marketplace seller, manufacturer, distributor or supplier. Sitex Direct may assist with communication but may need seller or manufacturer confirmation before confirming the available remedy.
Marketplace sellers are expected to supply lawful, genuine, safe and compliant products. This may include appropriate UKCA or CE documentation, safety warnings, manuals, instructions, Safety Data Sheets, traceability records, import documentation, warranty information and other category-specific compliance materials where required.
Customers purchasing technical, industrial, electrical, battery, PPE, construction, chemical, machinery, lighting, access or safety-critical products must check suitability before use and follow all manufacturer instructions.
Sitex Direct may provide the main support route for marketplace orders through the Sitex Help Centre, support email or live chat. Customers should provide order details, product information, photographs and a clear explanation of the issue so that Sitex Direct can coordinate with the seller where necessary.
Where an issue requires seller input, supplier confirmation, courier evidence or product inspection, response times may depend on third-party cooperation. Sitex Direct will aim to manage the process fairly and proportionately.
If a customer and marketplace seller disagree about delivery, product condition, return eligibility, warranty outcome or refund entitlement, Sitex Direct may review the available evidence and may assist in reaching a practical resolution. Evidence may include order records, tracking, photographs, inspection findings, product data, support messages and seller information.
Sitex Direct may take action against sellers that fail to meet marketplace standards, including refund intervention, listing removal, seller review, payout deductions, suspension or termination of marketplace access.
Marketplace products may not always be eligible for the same delivery services, promotions, stock guarantees, packaging standards, dispatch times or return routes as products supplied directly by Sitex Direct. Customers should check product and seller information before purchase and contact support before ordering where a requirement is critical.
These Marketplace Buyer Terms operate alongside the Sitex Direct Terms and Conditions, Delivery and Fulfilment Policy, Returns and Refunds Policy, Payments and Pricing Policy, Privacy Policy and any applicable seller or product-specific terms.