At BuildTop Shop, we take pride in supplying quality roofing and building materials to trade professionals and DIY enthusiasts. While we carefully inspect all products before dispatch, we understand that sometimes returns or exchanges may be necessary. Please review our policy below.

Our Returns Policy

You may return most unused items in their original condition within 15 days of delivery for a refund or exchange. Some products have special conditions (see section below).

Non-Returnable Items

Due to hygiene and safety reasons, the following products cannot be returned:

  • Bitumen Kegs (opened containers)
  • Breathable felts (once unrolled)
  • GRP systems (Cure It GRP, Cromar Pro GRP, Cover It Advanced GRP Waterproofing – if opened)
  • EPDM Roofing materials (cut or installed)
  • Any custom-cut or made-to-order items

Return Process

Step 1: Request Authorization

Before returning any items, please contact our customer service at [email protected] within 15 days of receiving your order to obtain a Return Merchandise Authorization (RMA) number.

Step 2: Prepare Your Return

Please ensure:

  • Items are in original packaging with all tags/labels attached
  • Include the original invoice or packing slip
  • Clearly mark the RMA number on the outside of the package
  • For heavy items like concrete pier caps or bitumen roof sheets, please ensure secure packaging

Step 3: Ship Your Return

Return shipping is the customer’s responsibility. We recommend using a tracked service for valuable roofing materials. Send to:

BuildTop Shop Returns
59 Pavilion Parade
Brighton & Hove
GB CH2O 7FB

Exchange Process

To exchange an item:

  1. Follow the return process above
  2. Clearly state in your email that you wish an exchange and specify the replacement product
  3. We will process the exchange once we receive the original item
  4. Any price difference will be charged/refunded as appropriate

Refund Information

Once we receive and inspect your return:

  • Refund Time: 3-5 business days after we process the return
  • Refund Method: Original payment method (Visa, MasterCard, JCB, PayPal)
  • Deductions: Original shipping costs are non-refundable. For free shipping orders over $50, a $12.95 shipping fee will be deducted from your refund.

Damaged or Incorrect Items

If you receive damaged goods or incorrect items:

  1. Notify us within 48 hours of delivery
  2. Provide photos of the damage or incorrect items
  3. We will arrange for replacement or collection at our expense

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Dear BuildTop Shop Team,

I would like to request a return for the following item(s) from my order #[Your Order Number]:

– [Product Name] (Quantity: X)
– [Product Name] (Quantity: X)

Reason for return: [Please specify – wrong item, damaged, etc.]

I would like to: [ ] Receive a refund / [ ] Exchange for [Product Name if exchanging]

My contact information:
Name: [Your Full Name]
Email: [Your Email]
Phone: [Your Phone Number]

Please provide the RMA number and any further instructions.

Best regards,
[Your Name]

Important Note for Trade Professionals:

For trade account holders returning bulk items like bitumen roofing materials or decking supplies, please contact your account manager for special handling instructions. Large quantity returns may require pallet shipping arrangements.

If you have any questions about our returns policy, don’t hesitate to contact our customer service team at [email protected] or call us during business hours.