Shipping & returns

Deliveries and shipping

Once your order is confirmed, we proceed with delivery or shipping. This usually takes between 1 and 7 working days. We only deliver in Belgium.

Shipping costs

• Orders of €250.00 incl. VAT or more: free delivery (up to 10 kg).
• Orders under €250.00 incl. VAT: €8.95 shipping.
• Heavy orders over 10 kg and large orders (radiators, boilers, pipes…) are delivered by us, for €20.00 per delivery, also from €250.00.

We ship with bpost/UPS or deliver with our own vehicles.

Collect in the shop

You can also collect your order free of charge at Sitora, Diestsesteenweg 229, 3300 Tienen (Monday to Saturday, 9:00 – 17:00). Advantages:

• collect the product the same day;
• check the product on the spot;
• targeted technical advice when you collect.

Exchanges and refunds

We aim to give you the best possible service and only work with quality products. You can nevertheless return ordered items.

Right of withdrawal (consumers)

• Withdrawal period: you have 14 calendar days from receipt of your order to tell Sitora that you are withdrawing, using the withdrawal form or by e-mail.
• Returning the products: after notifying your withdrawal, you have another 14 days to send the products back to Sitora.

More on the Right of withdrawal page.

Return conditions

Return the products well protected in their original packaging, in perfect resaleable condition, with all accessories, manuals and documents. The following may lead to a reduction in value or refusal of the return:

• damaged original box;
• tape and/or stickers on the original box;
• writing on the original packaging;
• torn and/or missing plastic film;
• dirt or scratches on the product;
• missing and/or broken polystyrene in the packaging;
• missing and/or broken cable ties and/or bags.

Please note: the cost and risk of returning the goods are borne by the customer. Pack the goods carefully to avoid damage.

Wrong item or item received damaged

We want your order to arrive in good condition. If you suspect a defect or received the wrong item, contact us as soon as possible, stating the order number and the item concerned. We will find a solution with you.

How do I return an item?

1. Let us know within 14 days of receipt that you want to return the item, using the withdrawal form or by e-mail to [email protected]. State your order number and the products you are returning. The reason is optional but helps us improve our service.
2. Send the item to: Sitora, Diestsesteenweg 229, 3300 Tienen, Belgium, or bring it back to the shop.
3. When we receive it, we check the product’s condition. If it is in order, we refund the purchase price within 14 days of receiving your withdrawal (we may wait until we have received the product). If the product shows damage or signs of use, a reduction in value is deducted; we will let you know.

Last updated: 19 October 2026