Sitex Direct and Power-Hub share the same simple, self-service returns process. This guide walks you through every step, from starting your request to receiving your refund.
Log in to your account and go to My Account → Orders:
Sitex Direct: sitexdirect.com/my-account/orders/
Power-Hub: power-hub.co.uk/my-account/orders/
Then open the order that contains the item you'd like to return.
On the order page, select Open a new refund request. Choose the item and quantity you're returning, then select a reason from the list provided.
Your request status will show directly on your order page. You'll also receive an email notification any time there's an update to your refund request, so there's no need to chase us for progress.
Once approved, we'll email you the full return details. Where applicable (for example, faulty, damaged or incorrectly supplied items), we'll also provide a pre-paid return label within 1–2 working days.
Pack the item securely, ideally in its original packaging
Attach the return label (if provided) or clearly include your order reference
Send via a tracked postal service and keep your proof of postage
Drop off at your nearest post office, or wherever your label instructs
Once we receive and inspect your return, your refund is processed to your original payment method. You'll be notified by email once this is complete.
Credit / Debit Card: 1–3 working days after return receipt
PayPal: 3–5 working days after return receipt
Bank Transfer: 5–7 working days after return receipt
Trade Credit Account: credit applied within 3 working days
Same timescales as Sitex Direct: Credit / Debit Card 1–3 working days, PayPal 3–5 working days, Bank Transfer 5–7 working days, Trade Credit Account 3 working days (all after return receipt)
Change of mind: full product price refunded (original shipping not refunded)
Faulty or defective item: full price + shipping refunded
Incorrect item sent by us: full price + shipping refunded
Damaged in transit: full price + shipping refunded
If you need to post an item back without a pre-paid label, send it to:
Sitex Industrial, Unit 4, Maplebank Poultry Farm, Knatts Valley Road, West Kingsdown, Kent, DA4 0JY
This address is the same for both Sitex Direct and Power-Hub returns.
The same 14-day right to cancel and return applies equally to trade and business purchases on both sites — there's no separate process.
Do you offer direct exchanges?
We don't currently offer direct exchanges. Return the original item for a refund and place a new order for the replacement — this is usually faster than waiting for an exchange to be processed.
Will I be told about updates to my return?
Yes — you'll receive an email notification any time there's an update to your refund request status, alongside the status shown on your order page.
Which site do I use if I'm not sure?
Use the My Account and returns page for the site you originally ordered from — Sitex Direct or Power-Hub.
Need more help?
Contact our support team and we'll be happy to help with your return.