Returns | Burrow

Effective as of 12 November 2019

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 anything you get from Burrow. If you need help, our team is here for you.

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 $250. Please note that your total amount refunded for the returned item(s) will take into account all applied discounts and taxes. In the case of partial returns, you will be refunded according to which discount ultimately applies for remaining qualified items, including, but not limited to, dropping to a new tier if the original purchase was made during a tiered promotion. This may impact your final discount and order total. For more information, please email [email protected]

Of course, defective or damaged orders are covered by our warranty and aren't subject to any return shipping fees, as long as the original packaging has been retained. For those cases, check out our warranty information below.

If you'd like to swap your order for a different Burrow product, we'll waive the fee. Get details on exchanges below.

Free Exchanges

If you decide the fabric or leg finish or anything else isn’t quite right, we offer a one-time free exchange for an item of equal value. There’s no return shipping fee for your exchange. Get in touch with our team to arrange a pick-up and have the replacement item sent to your home. All exchanges must be made with the original packaging and original products must be received and inspected before a new order is sent out. Please note, due to the pre-order nature of our Range Seating, we’re not able to offer exchanges for Range Collection products at this time. If you would like to switch your Range configuration or color, please reach out to [email protected] and we’ll assist in coordinating a return so you can re-purchase. Additionally, Adesso, Color Cord, and Johanna Howard Products are not eligible for exchange, but may be returned per the policy below. All exchanges are final and not eligible for return.

Cancellations

If you need to cancel your order any time after placing it, send an email with the reason for cancelling to [email protected] as soon as possible to make the request. Orders are able to be requested for cancellation until they are delivered by UPS, but requests must be received by Burrow at least 24 hours prior to the order arriving. If an order is already in the possession of UPS at the time the cancellation request is received and the order is delivered anyway, Burrow will coordinate a pickup for the cancelled merchandise that arrived. Requests not final until confirmed as complete by the Burrow team. If a cancellation request is logged after an order has already been delivered, it will be processed as a return with applicable fees. Cancellation requests that are confirmed by Burrow are completely fee-free.

Warranty

We stand by our furniture with a warranty that covers defects in materials and workmanship for one year, starting on the date of delivery. There are no fees to repair or replace an item that’s covered by our warranty. Get in touch with our team to get the process started.

Please note that our warranty isn't transferable; that is, it can't be extended to cover a re-sold item. Defects or damage caused by negligence, misuse, accidents, abnormal use, modifications, or commercial purposes will not be covered by the Burrow warranty.

Policy details

For seating, case goods, rugs, and other furniture products

Free Exchanges

You can exchange any product in your order up to 30 days after delivery for any reason once, free of charge. All exchanges must be made with the original Burrow packaging and original products must be received and inspected before a new order is sent out. If the item you are exchanging for costs less than the original item, we’ll refund the difference. If the new item costs more, we’ll help coordinate so you can make a one-time additional payment. All exchanges are final and not eligible for return, though the limited one-year warranty still applies.

If you’re not quite sure about a style or color option, let us know! We’re happy to send swatches, chat on the phone, and encourage you to visit one of our Burrow locations to figure out the best options for you and your space.

Returns

If you decide your piece isn’t quite right, you have up to 30 days from the date of delivery to return your item(s). To ensure a successful return, please make sure that your piece is in as-new condition, and that you have the original packaging on hand. For customers in the contiguous United States who are in possession of the original packaging, there is a return-shipping fee equal to 10% of what you paid for the product. For customers in the contiguous United States who are not in possession of the original packing, there is a 20% service fee. In either case, the fee is capped at $250 per returned item. 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.

We’re committed to creating a better furniture shopping experience from top to bottom. The return fee helps us offer fast and free shipping, reduces waste from ‘trial’ customers, and allows us to responsibly recycle or refurbish returned items. It’s always our goal to operate efficiently and pass those savings on to you.

Warranty

Our manufacturer’s warranty covers defects in materials and workmanship for one year from the products’ date of delivery. If you have any issues with your Burrow piece(s) that fall under this warranty, we will organize replacement parts, repairs, and when necessary, a complete replacement. Once the replacement part arrives, we require that you send the original part back for both safety reasons and so that our production team can identify any defects. If you don't send the original part back, you are not eligible for the complimentary exchange.

Please note that our warranties are non-transferable, and cannot be extended to re-sold items. Warranties are only valid when products are used for their intended purpose and exhibit normal use. Defects or damage resulting from negligence, misuse, accidents, abnormal use, modifications, or commercial purposes will not be covered by the Burrow warranty.

How to initiate a return

If you want to return or exchange your order within the first 30 days after Burrow confirms complete delivery of the order (i.e., 30-day trial begins when Burrow’s shipping partners confirm delivery, not when the order is unboxed), please email 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.

Return eligibility

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 contiguous 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.
• 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.

For pillows, throws, and other decorative accessories

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 contiguous 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.

For Adesso and Color Cord Products

Exchanges. Adesso and Color Cord Products are not eligible for exchange. If you’d like to purchase a different Adesso or Color Cord Product, please email Burrow at [email protected] to arrange for return shipping and repurchasing. All returns are subject to the Return Conditions below.

Online Purchases. If you want to return your Adesso or Color Cord Products 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 10% return shipping fee will be charged for all Adesso Products being returned. No return shipping fee will be charged for Color Cord Products being returned. Color Cord does not charge a return fee in any way, but they do not provide return labels. It is the responsibility of the customer to return the product. 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. All returns are subject to the Return Conditions below.

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, SCRATCHES, CRACKS, DAMAGES, OR HAVE APPARENT SIGNS OF USE, INCLUDING BUT NOT LIMITED TO ODORS OR USER MODIFICATIONS). 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 Adesso and Color Cord returns:

• Products shipped outside of the contiguous 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).
• Products must be returned in the original packaging, with the original packaging materials intact.

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