Understanding the Burton return policy is key to shopping with confidence for your next snowboard, boots, or gear. Whether you’re a seasoned rider or just starting out, knowing the rules for sending something back makes the whole process smooth. This guide breaks down everything you need to know, from time limits and conditions to step-by-step instructions. We’ll cover returns, exchanges, and warranties so you can focus on the slopes, not the stress.
Getting your gear right is important, and Burton’s policy is designed to help with that. Let’s look at how it works.
Burton Return Policy
The core Burton return policy allows you to return most unused items in their original condition within 30 days of purchase for a full refund to your original payment method. Items must have all original tags attached and be in the original packaging. This is pretty standard for retail, but Burton also has some specific nuances for different products and purchase locations that are good to understand.
The 30-day window starts from the day you receive your order. It’s a good idea to initiate a return as soon as you know something isn’t right. Waiting until the last minute can sometimes lead to issues if there are shipping delays. Burton’s policy is generally considered rider-friendly, especially when compared to some other outdoor brands.
Here are the key points of the standard policy:
* Return Window: 30 days from delivery.
* Condition: Items must be unused, unworn, and unwashed with all tags.
* Packaging: Original packaging and any included accessories (like boot bags) are required.
* Proof of Purchase: You’ll need your order number or receipt.
* Refund Method: Refunds go back to the original form of payment.
* Process: You must start the return through Burton’s website to get a Return Merchandise Authorization (RMA).
What Items Are Final Sale?
Not everything can be sent back. Burton, like many companies, has a list of final sale items. These are typically products that are personalized, hygienic-sensitive, or heavily discounted. Knowing this before you buy can save you a headache later.
The main categories of non-returnable items include:
* Face masks and neck gaiters (for obvious health reasons).
* Custom products from the Burton Custom Shop.
* Any item marked “Final Sale” or purchased through an outlet/clearance section.
* Gift cards (though these can be used for any purchase).
* Opened or used earphones or audio products.
* Products that have been altered or damaged after delivery.
If you recieve a defective item, that’s a different story covered under warranty, which we’ll get to later. But for standard returns, check if your product falls into one of these groups.
How to Start a Return with Burton
Initiating a return is an online process. You can’t just box it up and mail it without notification. Follow these steps to ensure your return is accepted and processed quickly.
1. Log into Your Account: Go to the Burton website and log into the account you used to place the order. If you checked out as a guest, you’ll need your order number and email address.
2. Find Your Order: Navigate to “Order History” or “My Orders” in your account profile.
3. Select the Item: Choose the specific item or items you wish to return from that order.
4. Choose a Reason: Select your reason for the return from the dropdown menu (e.g., doesn’t fit, changed mind).
5. Generate a Label: Burton will provide a prepaid return shipping label for you to print. You are responsible for printing this label.
6. Pack the Item: Securely pack the item in its original packaging, include all tags and accessories, and seal the box.
7. Attach the Label: Affix the printed return label clearly on the outside of the box, covering up or removing any old labels.
8. Drop Off: Take the package to the designated carrier (usually UPS or USPS) and get a drop-off receipt for your records.
Important Packaging Tips
How you pack the return really matters. A poorly packed item can be denied. Use a sturdy box, even if you’re reusing the original one. Make sure the original product box is inside the shipping box. Don’t just stick the label on the product box itself. Include all paperwork that came with the item. Taking a quick photo of the packed item with the label visible can be smart extra step for your records.
Burton Exchange Process
If you need a different size or color, an exchange is often the fastest route. The process is very similar to a return, but you indicate you want an exchange during the online initiation. Burton will typically ship the new item to you once the return is scanned into the carrier’s system, not when they receive it. This gets you your new gear faster.
However, exchanges are subject to stock availability. If the item you want is out of stock, you may need to process a return and then place a new order. Sometimes, calling customer service can help facilitate an exchange if the online system isn’t working smoothly.
Returning Burton Products Bought from Other Retailers
This is a crucial point. If you bought Burton gear from a different store like REI, Backcountry, or a local snowboard shop, you must follow that retailer’s return policy, not Burton’s direct policy. Burton cannot process returns or offer refunds for items they did not sell directly.
Always check the return policy of the store where you made the purchase. Their timeframes, conditions, and processes will be different. For example, REI has a famously generous one-year return policy for members, which is much longer than Burton’s 30 days.
International Returns and Fees
For customers outside the United States, returns to Burton’s US warehouse can be complicated. You are usually responsible for the cost of international return shipping, which can be expensive. You might also be responsible for any import duties or taxes, which are often not refundable. It’s strongly recommended to contact Burton Customer Service before sending an international return to understand the full cost and process.
Many countries have regional Burton websites or distributors. It’s best to try and return an item to the regional warehouse it was shipped from, if possible. The policy details will be on the specific country’s website you ordered from.
The Burton Warranty: What’s Covered?
The Burton return policy is for new, unused items. The Burton warranty is for defects in materials or workmanship. These are two separate things. Burton offers a limited warranty on their products, typically for one to three years from the date of purchase, depending on the product line.
The warranty covers things like:
* Manufacturing defects (e.g., a seam coming apart on a jacket under normal use).
* Delamination of a snowboard.
* Broken hardware that wasn’t due to impact or misuse.
It does not cover:
* Normal wear and tear (e.g., worn-out board edges, scratched topsheets).
* Damage from accidents, impacts, or misuse.
* Damage from improper tuning or storage.
* Products purchased from unauthorized dealers.
How to Make a Warranty Claim
If you believe your product has a defect, don’t use the standard return portal. Instead, you need to start a warranty claim. You can do this online through Burton’s website under “Warranty & Repairs.” You’ll need to provide:
* Your proof of purchase (receipt).
* Detailed photos of the product and the defect.
* A description of what happened.
Burton’s warranty team will review the claim and guide you on the next steps, which may involve sending the product in for evaluation. They are known for standing behind their products, but the process requires proper documentation.
Returning Used or Defective Gear
What if you used the gear once and it broke immediately? Or it arrived with a defect? In this case, you should not process a standard return. A used item will be rejected. Instead, you must contact Burton Customer Service immediately to report a defective product. They will likely instruct you to begin a warranty claim, as described above.
For items that fail immediately, Burton will often make it right, but you have to go through the correct channel. Trying to return a used item as “new” will almost certainly result in it being sent back to you at your cost.
Burton [AK] Outerwear and GORE-TEX Products
Burton’s high-end [AK] outerwear and products featuring GORE-TEX membranes have specific care and warranty considerations. They are covered under the standard Burton warranty, but GORE-TEX items may also have additional coverage from Gore. Claims related to the waterproof membrane itself may be referred to Gore’s Guaranteed To Keep You Dry (GTKYD) program.
For returns, these items follow the same 30-day, unused rule. Given their high cost, it’s especially important to try them on carefully indoors and check all seams and zippers upon arrival to ensure everything is perfect.
Seasonal Timing and Holiday Extensions
Burton often extends its return window during the holiday season. For purchases made in November and December, the return deadline is frequently extended to January 31st of the following year. This is a standard retail practice to accommodate gift-givers. Always double-check the return policy on your receipt or the website during this time, as the extension is usually automatic for eligible purchases.
Outside of the holidays, the 30-day rule is strictly enforced. Planning your purchases, especially for new seasonal gear, with this timeframe in mind is a good idea.
Refund Timeline and Processing
Once Burton receives your return, it can take 5-10 business days for them to process the inspection. After they approve it, your refund is issued to your original payment method. The time it takes for the refund to actually appear on your bank or credit card statement varies by financial institution. It can take an additional 3-10 business days.
Here’s a typical timeline:
1. Carrier Transit: 3-7 business days for the package to reach Burton’s warehouse.
2. Processing/Inspection: 5-10 business days after delivery.
3. Refund Issuance: Refund is sent to your bank/card company.
4. Bank Posting: 3-10 business days for the credit to appear.
If it’s been more than 15 business days since Burton received your return and you haven’t seen a refund, it’s time to contact customer service with your RMA number and tracking info.
Tips for a Hassle-Free Burton Return
To make sure your experience is smooth, keep these tips in mind:
* Act Quickly: Don’t let the 30 days slip away.
* Keep Everything: Store the original box and tags in a safe place until you’re sure you’re keeping the gear.
* Try On Indoors: Try on apparel and boots on a clean, carpeted surface to avoid any marks.
* Document: Take photos of the product as you pack it for return.
* Use the Correct Portal: Use the return portal for new items, the warranty portal for defects.
* Save Your Drop-Off Receipt: This is your proof that you shipped the package.
Following these steps will greatly reduce the chance of any delays or issues with your refund or exchange. Burton’s system is efficient, but it relies on customers following the guidelines correctly.
Frequently Asked Questions (FAQ)
Does Burton offer free returns?
Yes, Burton provides a prepaid return shipping label for returns within the United States that are started through their official online return portal. For international returns, shipping costs are usually the customer’s responsibility.
How long do Burton returns take?
From the day you drop off the package, expect the entire process—transit, inspection, and refund posting—to take 2 to 4 weeks total. Exchanges may be faster, as new items often ship once the return is in transit.
Can I return a Burton snowboard?
Yes, unused snowboards in original condition with all protective plastic on the base and edges can be returned within 30 days. Once the board has been ridden or the factory tuning has been altered, it cannot be returned and would only be eligible for a warranty review if defective.
What is Burton’s warranty period?
Burton’s limited warranty generally lasts 1 year for soft goods (apparel, bags) and 3 years for hard goods (snowboards, bindings, boots). The exact terms can vary by product, so checking the specific warranty card or website listing is recommended.
Can I return a Burton item without the original box?
It is strongly recommended to include the original product box, especially for hardgoods like bindings or helmets. For apparel, the original tags are more critical than the box, but having everything is the safest way to ensure your return is accepted without question.
My return was denied. What can I do?
If Burton denies your return, they will usually email you with a reason (e.g., item used, missing tags). You can contact customer service to discuss the reason. If it was denied for being used but you claim it was defective, you may be able to open a warranty claim instead. If it’s a final sale item, the decision is likely final.
Understanding the Burton return policy gives you the freedom to shop for gear online knowing you have options if something isn’t quite right. By following the steps, respecting the conditions, and using the correct process for your situation, you’ll ensure a positive experience. Now you can get back to planning your next mountain adventure with one less thing to worry about.