Can I return my new Burley trailer if I have just used it once?
To be eligible to return, the item would need to be in new/unused condition with original packaging per our return policy. For safety reasons, we are unable to accept used products and resell them.
I received a Burley product as a gift, can I return it for a different item?
If the original purchase was made on Burley.com, the item would need to go through our return procedure and would be refunded to the original form of payment. A new order could then be placed for the correct item. We do not currently have an option to return for “store credit” or a “gift card” value.
Does Burley have an exchange or trade-in program?
Currently, we do not offer an exchange or trade-in program to credit a Burley trailer to a newer model. Burley trailers do hold their value very well if you are considering reselling it privately.
Are return shipping costs covered?
No, we do not provide prepaid return shipping labels for Burley.com order returns. We strongly recommend using a courier of your choice that can provide tracking information as Burley is not liable for lost return shipments.
How do I know if my trailer is covered under warranty?
Burley products come with a limited warranty that only applies to the original owner. Warranty claims must include a retail receipt showing the date of purchase, retailer, and Burley product. Claims are approved at Burley’s discretion if the issue is the result of a defect in materials or workmanship and is within the timeframe specified by our limited warranty.
My Burley is new or under warranty, how do I file a warranty claim?
For new-in-box issues and general warranty claims, we ask that you fill out our Warranty Claim Form online so that we may review these issues under our warranty procedures with all necessary information included in the form. This will allow us to provide a solution for you efficiently. Please include as many details as possible for our team to review.
What is the status of my warranty claim?
Our team works hard for you from Monday-Friday, 8am to 5pm PST (excluding holidays). We strive to reply to initial claims within 2 business days. Please make sure to add firstname.lastname@example.org to your contact list so our responses and possible follow-up questions make it to your inbox efficiently. Once processed, you will receive an email with your reference number and then a tracking email will be sent if applicable when a replacement part is shipped.
Why do you require a warranty form for a claim?
The warranty claim form contains the necessary fields for our warranty process. Our warranty team is dedicated to fully review issues that are claimed and require as much detailed information as possible to form a complete picture of the issue/cause. This helps the team identify common issues and improve our products’ design and materials based on your real-world experience and feedback.
Where do I find the serial number?
The serial number is on a silver Burley barcode sticker and is a 15-digit alpha-numeric serial that begins with a single letter followed by the first three numbers of the model number.