We’re committed to improving your furniture shopping experience from start to finish, which is why we provide a 30-day money-back guarantee on all Burrow goods. In addition, you can return your Lyric Mattress within 100 days after purchase.
We charge a 10% restocking fee on all unopened items returned without their original packing in order to cover the costs of providing fast and free shipping, minimizing waste, and ethically recycling or refurbishing returned items. There is a 20% restocking fee if you don’t have the original packaging. A maximum of $250 will be charged for each item that is returned. Please be aware that there is a $100 pick-up fee if the mattress is in poor condition (soiled or visibly worn).
Return shipping costs are on the house for any orders covered by our warranty that arrive damaged or faulty. If that is your situation, read on for details about how to request a refund.
Within 48 hours of receiving confirmation that the shipping carrier is in possession of your return, a refund will be provided to the original mode of payment. Your return could take up to two weeks to process, depending on the bank you choose.
Burrow Return Policy
We are here to create a better furniture shopping experience from top to bottom, including hassle-free returns.
| Return Policy Information | Details |
| Eligibility | Items must be returned within 30 days of delivery, and in their original, unused condition. Custom orders are not eligible for returns. |
| Refund Method | Refunds are issued in the original form of payment. Shipping fees are non-refundable. |
| Return Shipping | Burrow will provide a prepaid shipping label for returns. The cost of return shipping will be deducted from the refund. |
| Return Process | Customers can initiate a return through their Burrow account, or by contacting Burrow customer service. The product must be returned in its original packaging, with all accessories included. |
| Exchanges | Burrow does not currently offer exchanges. Customers must initiate a return and place a new order for a different product. |
| Warranty | Burrow offers a 5-year warranty on all products. If there is a defect or issue with the product, Burrow will work with the customer to repair or replace it. |
The goal of Burrow’s return policy is to eliminate as much hassle and worry from the procedure as possible. Customers have 30 days from the date of delivery to request a refund or exchange if they are unhappy with their Burrow purchase.
The 100-day return policy also applies to mattresses. The return period does not begin until the last product box is delivered (as confirmed by the shipping company), not when the entire order is received.
Simply fill out the Return Form found on our site to get the return process started. Within the following 48 hours, someone from our Customer Experience team will get in touch with you to discuss the next steps. Burrow may mail a return shipping label or arrange a pickup, depending on the nature of the returned item. Burrow will determine the return method at its own discretion.
Return Eligibility Burrow
Products must be in resalable condition to be returned. If something is in usable shape, it doesn’t have any major flaws like rips or burns or signs of wear from pets. Burrow retains all authority to decide whether or not a product is in useable condition.
Burrow has last say over whether or not a returned item is accepted. Before accepting returns, Burrow may ask for a detailed description and photos of the merchandise. If you don’t do what Burrow says, he might not let you back in.
Products outside of the 48 contiguous states of the United States cannot be returned. Non-originally included parts and accessories cannot be returned if purchased separately.
Minor variations in color and hardness (as judged by Burrow) are not defects but rather a question of taste. You can return a product for these reasons within the allotted time frame, but you’ll have to pay for the cost of shipping it back to the seller.
Return Fees
We charge a 10% restocking fee on all unopened items returned without their original packing in order to cover the costs of providing fast and free shipping, minimizing waste, and ethically recycling or refurbishing returned items. The cost is 20% of the purchase price if the original packaging is missing. A maximum of $250 will be charged for each item that is returned. Please be aware that there is a $100 pick-up fee if the mattress is dirty or in any way unsaleable, but there is no charge if the mattress is in acceptable condition. We will pay for the cost of return shipping if your product is defective or damaged; this is covered by our warranty. If that is your situation, read on for details about how to request a refund.
Within 48 hours of receiving confirmation that the shipping carrier is in possession of your return, a refund will be provided to the original mode of payment. It could take up to two weeks for your refund to be processed, depending on your bank.
Accessory Returns
Pillows, throws, and other home accents purchased from Burrow can be returned within 30 days. Not 30 days after opening, but 30 days after delivery is the deadline for making a return, as stated on the shipping confirmation provided by the carrier. All returned items must be in resalable condition, which means they cannot have any visible signs of wear or use, such as stains, tears, or damage, or any odors.
Burrow has the sole discretion to decide if the condition of the Products is up to par. You can start the return process by contacting Burrow’s customer service when you’ve determined that your item fulfills the return policy’s requirements. You can get in touch with them by phone, email, or real-time chat. They’ll show you the ropes and throw in a return label at no cost to you.
Please carefully repack the item and adhere the pre-paid return mailing label to the outside of the box. You can either arrange for a pickup, or drop it off at a shipping carrier’s facility. Burrow will credit the original method of payment after they receive and inspect the returned item. It could take up to five business days for your bank to process the refund.
Burrow Return Policy FAQs
What is Burrow’s return policy?
Burrow offers a hassle-free return policy designed to ensure customer satisfaction. If you’re not completely satisfied with your purchase, you can return eligible items within a specific timeframe for a refund or exchange.
What is the timeframe for returning items?
Most items can be returned within 30 days from the date of delivery. This timeframe allows you to thoroughly evaluate your purchase and make an informed decision.
Which items are eligible for return?
Burrow’s return policy generally covers items that are in new or gently used condition, free from damage or significant wear. Customized or personalized items may have different return conditions, so it’s recommended to review the specific product’s return eligibility.
How do I initiate a return?
To start a return, visit the Burrow website and log into your account. Navigate to the order containing the item you wish to return and follow the provided instructions to initiate the return process.
Do I need to pay for return shipping?
Burrow provides a prepaid return shipping label for eligible returns within the contiguous United States. For returns from other regions or for larger items, additional shipping fees may apply.
Can I return a used item?
Yes, you can return a gently used item within the specified return period. However, items with excessive wear, damage, or stains may not be eligible for a full refund.
What if the item arrives damaged or defective?
If your item arrives damaged or defective, Burrow will work with you to resolve the issue. You may be offered a replacement, repair, or refund depending on the circumstances. Contact Burrow’s customer service as soon as possible to report the issue.
Can I return a customized or personalized item?
Customized or personalized items typically have different return conditions. It’s advisable to review the product’s details or contact Burrow’s customer support for specific return information regarding such items.
How long does it take to process a return?
Once the returned item is received and inspected, Burrow aims to process refunds within a reasonable timeframe. This process can take several business days.
How will I receive my refund?
Refunds are typically issued using the same payment method you used for the original purchase. Depending on your financial institution, it may take a few business days for the refund to appear in your account.
Can I exchange an item for a different one?
Yes, you can exchange eligible items for different products within the allowed return period. If the new item costs more than the original, you may need to cover the price difference.
What if I want to return an item after the allowed return period?
Returns requested after the allowed return period may not be accepted. It’s important to initiate the return process within the specified timeframe.
Can I return an item to a physical store?
Burrow primarily operates online, so returns are generally handled through their online platform. Check Burrow’s official website for the most accurate return instructions.
How can I contact Burrow’s customer support for return-related queries?
You can reach out to Burrow’s customer support via email, phone, or live chat on their official website. They will be able to assist you with any questions or concerns regarding the return process.