Returns | Burrow

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Returns

Effective as of 1 February 2022

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. Additionally, we offer a 100-day return policy on our Lyric Mattresses. 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, 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 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.

How to initiate a return

To initiate the return process within the 30-day product return or 100-day mattress return window, please begin by completing this Return Form.

From there, please email our Customer Experience team ([email protected]) with your order number to arrange for either return shipping or a return pick-up. We ask that you include photos of the product, to show its current condition and any potential defects. Burrow reserves the right to choose the method of return. Burrow will provide instructions on how to proceed.

Note: A return process must be initiated within 30 calendar days for products, or 100 calendar days for mattress, of receipt in order to be eligible for returns. The first 30 day or 100 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). 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.

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 or lesser value within 30 days with original packaging. However, we cannot exchange items of greater value. There’s no return shipping fee for your first exchange. Get in touch with our team to arrange a pick-up and have the replacement item sent to your home.

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, replace, or return an item that's covered by our warranty.

Note: 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 sofa 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 modifications.

Additionally, we’ve partnered with Mulberry to offer a three-year or 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 extended warranty is dependent upon the warranty term and the amount spent on the furniture.

Note: this extended warranty 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. Through Mulberry, there are 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.

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 our warranty isn't transferrable; 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, bed frames, headboards, rugs

Free Exchanges

You can exchange any product of equal or lesser value up to 30 days after delivery one-time, free of charge. If you decide to exchange that item again (more than once), you will be responsible for any shipping fees to and from your home. All exchanges must be made with the original Burrow packaging. If you do not have the original packaging on hand, you will be charged a repackaging fee equal to 10% of what you paid for the product. If the item you are exchanging for costs less than the original item, we’ll refund the difference. We cannot exchange items of greater value.

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 continental 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 continental United States who are not in possession of the original packing, there is a 20% return-shipping 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.

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 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.
  • 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 mattresses

Returns

According to sleep experts, it takes 30 nights to adjust to a new mattress – which is why we’re offering a 100-day sleep trial. The 100-day trial begins at the time your mattress is delivered. However, if you would like to return it before then, please reach out to [email protected] and one of our agents will assist you with your return. We do not offer free exchanges for mattresses.

We’re on a mission to help reduce furniture waste. That’s why we recommend donating or recycling your mattress to a local organization. If you live in California and order a new Lyric mattress from Burrow, we’re able to pick up your existing mattress through our partner Sharetown. Please note that this will be one mattress pickup for one mattress delivery.

How to initiate a return

Please reach out to [email protected] and one of our agents will assist you with your return.

Return eligibility

Mattress returns are free only if the mattress it’s in good condition; if the mattress is damaged, defective, or unsalable it’s a $100 pick up fee.

Warranty

We offer a three-year limited manufacturer’s warranty for our mattress. 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. You must also produce the law tag on the mattress. It can be located at the head of the mattress near the zipper at the bottom portion. The warranty is only valid on products purchased directly from Burrow or an authorized retailer. The warranty is voided if the sofa has been resold or re-gifted by the original owners/purchasers.

Our warranty covers all defective or damaged parts and manufacturing not related to consumer-caused damage or modifications.

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 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.