Returns

You may return any Burrow products (the “Products”) within the first 30 days after receipt of that particular Product, subject to the process described below for each Product. You may cancel an order any time prior to a shipping label being created. Refunds will be issued in the form of the original payment. If you purchased a Product using an offer code or gift code, the dollar value of any offer code will not be refunded or credited back if any or all of the merchandise is returned. Returns are not guaranteed and are subject to the policies set forth below.

Furniture (i.e. Couch)

Return Procedure. Return shipping is free for United States customers who are in possession of the original packing materials. A 20% fee will be charged on the order value for any returns without the original packing materials. Refunds will be issued in the form of the original payment. Refunds will be issued within 2 weeks of the completion of Burrow’s return process. This process may take several weeks to complete. Please follow the instructions below to return your Product.

If you want to return your Couch within the first 30 days after Burrow confirms complete delivery of your Couch (i.e., 30-day trial begins when Burrow’s shipping partners confirm delivery of a couch, not when the Couch is unboxed), please e-mail Burrow at [email protected] to arrange for either return shipping or a return pick-up. Burrow reserves the right to choose the method of return. Burrow will provide instructions on how to proceed. A return process must be initiated within 30 calendar days of receipt of the Couch in order to be eligible for returns. To successfully initiate the return process, [email protected] must receive an email requesting a return by 11:59 PM ET on the 30th day of the trial.

• Individually purchased seat modules (not purchased as part of a Couch): not eligible for returns.
• Individually purchased armrest sets (not purchased as part of a Couch): not eligible for returns.
• Individually purchased legs (not purchased as part of a Couch): not eligible for returns.
• Individually purchased Couch cushions (back and/or bottom cushions; not purchased as part of a Couch): not eligible for returns.

Return Conditions. Products must be in usable condition to be eligible for return (e.g., no stains, tears or other soiling including odors). Accepting returns is at the sole discretion of Burrow’s judgement of the state of the Products. Burrow reserves the right to refuse any returns. Burrow may request descriptions and images of the Products to determine the state of the Products prior to accepting returns. Failure to comply with requests by Burrow may result in Burrow’s refusal of return. Failure to complete the returns process within 1 week of being provided instructions from Burrow may result in Burrow’s refusal of return.

• Products shipped outside of the continental United States are not eligible for return.
• Customers may return a maximum of two (2) of each particular Product per initial order, validated by a customer name or shipping address.
• If at least one of a particular Product type is returned from an initial order, that customer or shipping address will not be eligible for additional 30-day trials on subsequent orders of that particular Product (i.e. if you return a Couch, you will not be eligible for 30-day trials on future Couch orders).
• 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.

Soft Good (i.e. Pillows + Throws)

Return Procedure. A $13.00 flat fee will be charged on the order value for any Throw or Pillow return. Refunds will be issued in the form of the original payment. Refunds will be issued within 2 weeks of the completion of Burrow’s return process. This process may take several weeks to complete. Please follow the instructions below to return your Product.

Online Purchases. If you want to return your Pillow or Throw within the first 30 days after Burrow confirms complete delivery of your item (i.e., 30-day trial begins when Burrow’s shipping partners confirm delivery of an item), please e-mail Burrow at [email protected] to arrange for return shipping. Burrow reserves the right to choose the method of return. Burrow will provide instructions on how to proceed. A return process must be initiated within 30 calendar days of receipt of the item in order to be eligible for returns. To successfully initiate the return process, [email protected] must receive an email requesting a return by 11:59 PM ET on the 30th day of the trial.

In-store purchases. Subject to the Return Conditions below, in-store purchases are only eligible for returns at your local Burrow store. For any avoidance of doubt, Burrow partner showrooms are not Burrow stores.

Return Conditions. Products must be in new condition to be eligible for return (NO STAINS, TEARS, DAMAGES, OR HAVE APPARENT SIGNS OF USE, INCLUDING BUT NOT LIMITED TO SMELLS). Accepting returns is at the sole discretion of Burrow’s judgement of the state of the Products. Burrow reserves the right to refuse any returns. Burrow may request descriptions and images of the Products to determine the state of the Products prior to accepting returns. Failure to comply with requests by Burrow may result in Burrow’s refusal of return. Failure to complete the returns process within 1 week of being provided instructions from Burrow may result in Burrow’s refusal of return.

The following conditions also apply to returns:

• Products shipped outside of the continental United States are not eligible for return.
• Customers may return a maximum of two (2) of each particular Product per initial order, validated by a customer name or shipping address.
• If at least one of a particular Product type is returned from an initial order, that customer or shipping address will not be eligible for additional 30-day trials on subsequent orders of that particular Product (i.e. if you return a Couch, you will not be eligible for 30-day trials on future Couch orders).
• Pillow Covers. Pillow Covers can be removed but must be returned in the original packaging.
• Pillow Inserts. Pillow Inserts must be returned un-opened and in the original form (inserts are shipped to customers in a vacuum sealed packaging) received. Any insert unsealed shall not be eligible for a refund.
• Throws must be returned in the original form, completely folded, tied with ribbon and in its original polybag. Throws returned unpackaged and with the ribbon untied are not eligible for refunds.

IMPORTANT: Please note that if your returned item does not meeting the conditions described above, Burrow cannot accept your item and it will not be eligible for a refund.

Complete details. For further assistance, please contact our customer service department at [email protected].

Cancellations. You may cancel an order anytime prior to a shipping label being created by contacting us at [email protected].