Returns | Burrow
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Returns and Warranties
Effective as of 1 January 2023
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.
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. Note: Mattress returns are free only if the mattress is in good condition; if the mattress is soiled or otherwise unsalable there is a $100 pick-up fee.
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.
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.
- Products shipped outside of the continental United States are not eligible for return.
- 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.
Online Purchases. Returns of pillows, throws, or other decorative accessories must be initiated within 30 days of delivery per carrier shipping confirmation, not within 30 days of opening. We request that you submit all return requests via Burrow; returns initiated directly with our partner vendors may result in a delay in receiving your refund and/or higher return shipping fees, which will not be refunded. To start the process, please submit the Return Form. Burrow will provide instructions on how to proceed. Burrow reserves the right to choose the method of return.
Return Conditions. Products must be in new condition to be eligible for return, including but not limited to no stains, tears, damage, or apparent signs of use including but not limited to odors. Burrow reserves the sole right to determine whether the state of the Products meets these standards and to accept or reject returns accordingly. 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.
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.
The following conditions also apply to returns of accessories:
- Products shipped outside of the continental United States are not eligible for return.
- Pillow Covers can be removed but must be returned in the original packaging.
- Pillow Inserts must be returned un-opened and in the original form (inserts are shipped to customers in a vacuum sealed packaging) received. Unsealed inserts are not eligible for a refund.
- Throws must be returned in their original form, completely folded, tied with the original ribbon, and in their original polybag. Throws returned unpackaged and/or with the ribbon untied are not eligible for refunds.
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.
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 confirmed delivered by the shipping carrier and not when it is unboxed. If you would like to initiate a return during your 100-day trial, please complete this Return Form.
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 we do not offer exchanges for mattresses.
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. Exchanges are not available for accessories or lighting.
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 House locations to figure out the best options for you and your space.
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 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 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:
- Abnormal use
- Improper cleaning
- Commercial use
Please note that replacements cannot be shipped internationally.
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 the extended warranty is dependent upon the warranty term and 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.
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.