Returns | Burrow

Effective as of 25 May 2023

Policy basics

Returns

We’re here to create a better furniture shopping experience from top to bottom, and that includes a 30-day return policy for any Burrow products.

In order to offer fast and free shipping, reduce waste, and responsibly recycle or refurbish returned items, we charge a return shipping fee equal to 10% of what you paid for the product, with the original packaging intact. If you don't have the original packaging, the fee is 20% of the paid value. The fee is always capped at $350, per returned item.

Of course, defective or damaged orders are covered by our warranty and aren't subject to any return shipping fees. For those cases, check out our return eligibility information below.

Refunds will be issued to the original form of payment within 48 hours of confirmation that the shipping carrier is in possession of your return. Depending on your financial institution it may take up to 2 weeks to receive your refund.

How to initiate a return

Please begin by completing the Return Form.

Once completed, our Customer Experience team will contact you directly within 24-48 hours with next steps. Burrow will either send a return shipping label or schedule a return pickup. Burrow reserves the right to choose the method of return.

The return process must be initiated within 30 calendar days of receipt for all products, with the sole exception of mattresses. The return process for mattresses must be initiated within 100 days of receipt. Receipt is when the last package for an individual product is delivered per shipping carrier confirmation and not when the order is unboxed.

Note: Photos clearly depicting the issue are required for any damaged or defective product returns or replacement requests. Without photos, Burrow reserves the right to assess a return shipping fee.

Return eligibility

Products must be in usable condition (e.g., no stains, tears, burns, pet damage, odors or other soiling, etc.) to be eligible for return. Usable condition is determined solely at Burrow’s judgment. Returns are accepted or rejected at Burrow’s sole discretion. Burrow may request descriptions and/or images of the Products to determine the state of said Products prior to accepting returns. Failure to comply with Burrow’s requests for any reason may result in Burrow’s refusal of return.

-We only accept returns from areas of Canada that we ship to. See our FAQ on shipping areas here, to see where we ship.

-Missing an appointment for a return to be picked up from your address will incur a fee. This fee will be clearly disclosed at the time Burrow schedules a pickup on the customer's behalf.

-Individually purchased components or add-ons that were not part of your original order are not eligible for returns.

-Slight color variation (to be solely determined by Burrow) and level of firmness are considered a matter of preference and not a defect. Products may be returned for these reasons within the return window, but will incur return shipping fees as described above.

Failure to complete the returns process within 1 week of being provided instructions from Burrow may result in Burrow’s refusal of return.

Exchanges

If you decide the fabric, leg finish, or anything else isn’t quite right, we offer one free exchange within the 30-day return window, with original packaging. To initiate an exchange, submit a return request for the original product and specify your intent to exchange. We’ll process your return for your original product without fees and refund your order in full. You can then place a new order for the new product.

Note: Products must have original packaging to be eligible for exchange. Any returns aside from the one exchange are subject to return fees.

Warranty

We stand by our furniture with a one-year warranty that covers defects in materials and workmanship, starting on the date of delivery. There are no fees to repair or replace an item that's covered by our warranty.

For the warranty to be valid, you must be able to produce the original purchase confirmation email containing the order number and email address used to place the order. The one-year warranty is only valid on products purchased directly from Burrow or an authorized retailer. The warranty is voided if the product has been resold or re-gifted by the original owners/purchasers. Our one-year warranty covers all defective or damaged parts and manufacturing not related to consumer-caused damage or modification. Warranties are valid only when products are used for their intended purpose and exhibit normal use. Defects or damage resulting from the following are not covered by Burrow’s one-year warranty:

-Negligence

-Misuse

-Accidents

-Abnormal use

-Modifications

-Improper cleaning

-Pets

-Commercial use

Please note that replacements cannot be shipped internationally.

Additionally, we’ve partnered with Mulberry to offer a five-year extended warranty for purchase at checkout. Customers will have the option to add Mulberry coverage on the Order Confirmation page. The cost of the extended warranty is dependent upon the amount spent on the furniture.

Mulberry’s extended warranty is separate from and does not include the 1-year coverage provided by Burrow. The extended warranty is only available to be added on before the items are delivered. Mulberry's warranty has no deductibles or hidden fees. They offer a receipt-less claims process, 24/7 customer support, product repair or replacement, and protection against electrical power surges. Warranties purchased through Mulberry are non-transferable and cannot be extended to resold items. Only indoor furniture is eligible for Mulberry warranties.

The Mulberry Extended Warranty covers the following:

- Food, beverage, human, and pet stains

- Accidental rips & tears

- Broken frames & metal components

- Broken zippers

- Chipped, cracked & peeling wood

- Minor burn & heat marks

- Product defects after manufacturer’s warranty expires

Mulberry does NOT cover the following:

- Damage that occurs during product delivery

- Pet damage (other than bodily fluids)

- Odor elimination

- Stains resulting from acid, ink, wax, dyes, bleach (outside of recommended use), or similar liquids

- Natural disasters

- Fortuitous events

- General abuse of the product

- Theft or loss of the product

- Multiple claims filed at the same time

- Claims not initiated within 30 days of the issue

Please note that warranties aren't transferrable; that is, they can't be extended to cover a re-sold item.