Returns | Burrow

Effective as of 11 October 2022

Policy basics

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. 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 $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 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 window, please begin by completing this Return Form.

From there, please email our Canadian 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 of receipt in order to be eligible. The first 30 day 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 free exchange. You will need to process a return of your original order, in which we will waive any return fees. You will then need to place a new order for the new item. There’s no return shipping fee for your first exchange.

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.

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

If you decide the fabric or leg finish or anything else isn’t quite right, we offer a free exchange. You will need to process a return of your original order, in which we will waive any return fees. You will then need to place a new order for the new item. There’s no return shipping fee for your exchange.

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 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 who are not in possession of the original packing, there is a 20% return-shipping fee. In either case, the fee is capped at $350 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 in order to be eligible. 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 Canada are not eligible for return within Canada.

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.