Refund policy

Last Updated: October 17, 2026

At Burlap Birch, customer satisfaction is important to us. We want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, please review our return and refund policy below.

1. Return Period

We accept eligible returns within 30 days of delivery.

To qualify for a return, please contact our customer support team within 30 days of receiving your order to request return instructions.

Items must be returned in their original condition, with all original packaging and included accessories where applicable. Items that are damaged due to misuse or unauthorized modifications may not qualify for a return.

2. Return Shipping Costs

Returns are free. Burlap Birch covers the return shipping cost for eligible returns.

Please contact our customer support team before sending an item back so that we can provide the appropriate return instructions. Customers should not send items to our business address without receiving return authorization or instructions.

3. How to Request a Return

To request a return, please follow these steps:

  1. Contact us at Support@BurlapBirch.com within 30 days of delivery.
  2. Include your order number, the item you wish to return, and the reason for your return.
  3. Our support team will review your request and provide return instructions.
  4. Pack the item securely and follow the instructions provided by our team.

Please retain any return shipping confirmation or tracking information until your return is completed.

4. Refund Eligibility

Returned items will be reviewed after they are received. Refunds are issued for eligible returns in accordance with this policy.

If an item arrives damaged, defective, or incorrect, please contact us with your order details and a description of the issue so that we can assist you.

5. Refund Processing Time

Once an eligible return has been received and approved, we will process your refund within 5 business days.

After the refund is processed, the time it takes for the funds to appear in your account may depend on your bank, payment provider, or original payment method.

The 5-business-day period refers to our refund processing time and does not guarantee that the funds will appear in your account within the same period.

Refunds will generally be issued to the original payment method used for the purchase.

6. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible at Support@BurlapBirch.com.

Please provide your order number and a description of the problem. Photographs may be requested to help us assess the issue and determine the appropriate resolution.

Eligible returns for damaged, defective, or incorrect items will be handled in accordance with this policy and applicable law.

7. Exchanges

If you would like to exchange an item, please contact our customer support team. Exchange availability depends on product availability and the circumstances of your request.

If an exchange is unavailable, our team can explain the available return and refund options.

8. Cancellations

If you wish to cancel an order, contact us as soon as possible. We cannot guarantee cancellation once an order has been processed or shipped.

If an order has already shipped, you may request a return under the terms of this policy, subject to applicable law.

9. Contact Information

For return requests, refund questions, or assistance with an order, please contact us:

Store Name: Burlap Birch
Email: Support@BurlapBirch.com
Phone: +1 859-300-3218
Business Address: 3565 Nicholasville Rd I-933, Lexington, KY 40503, United States

Customer Support Hours: Monday–Friday, 9:00 AM–5:00 PM Eastern Time (ET)

We appreciate your trust in Burlap Birch and are committed to helping resolve return and refund concerns fairly and efficiently.