Understanding the return policy at Ashley Furniture is essential before making a big purchase. Knowing the rules can save you time, money, and a lot of hassle if something doesn’t work out. Furniture is a significant investment, and sometimes, even with careful planning, an item might not fit, arrive damaged, or simply not match your vision. This guide breaks down everything you need to know about returning items to Ashley Furniture, from time limits and conditions to step-by-step instructions and helpful tips.
We’ll cover the standard policy, exceptions for special orders and clearance items, how to start a return, and what to expect with refunds. Our goal is to give you clear, practical information so you can shop with confidence.
Return Policy at Ashley Furniture
The core Return Policy at Ashley Furniture is designed to be straightforward, but it has important limitations you must be aware of. It is not a blanket, risk-free return policy. The most critical point is that returns are typically only accepted for items in new, unused, and unassembled condition, with all original packaging and tags intact.
Generally, you have 30 days from the date of delivery to initiate a return for a full refund to your original payment method. However, this applies primarily to in-stock items purchased directly from Ashley Furniture stores or AshleyHomeStore.com. Many exceptions apply, which we will detail in the following sections. It’s always a good idea to double-check your receipt or order confirmation for the specific return deadline that applies to your purchase.
What Items Can Be Returned?
* In-stock, standard furniture: Items like sofas, tables, and chairs that were available for immediate purchase.
* Accessories and décor: Rugs, lamps, pillows, and other home accents often follow the standard return window.
* Unused and unopened items: The product must be in its original, sealed packaging and never assembled.
What Items Are Typically FINAL SALE?
* Special Orders: Any item customized for you (e.g., specific fabric, finish, or size) cannot be returned.
* Clearance & “As-Is” Items: These are sold at a deep discount and are almost always non-returnable.
* Mattresses & Bedding: These have a separate, more restrictive policy due to health reasons.
* Assembled or Used Items: Once you put it together or use it, it’s yours.
Step-by-Step Guide to Initiating a Return
If your item qualifies for a return, follow these steps. Acting quickly within the 30-day window is crucial.
1. Gather Your Documentation. Find your original sales receipt, order number, or packing slip. You will need this information to start the process. If you can’t find it, contact customer service with your name and the credit card used for the purchase.
2. Contact Ashley Furniture Directly. Do not just show up at a store with the item.
* For Online Purchases: Log into your AshleyHomeStore.com account and go to your order history to request a return. Alternatively, call their online customer service.
* For In-Store Purchases: Call the specific store where you made the purchase. The store manager usually handles returns.
3. Explain Your Reason for Return. Be clear about why you are returning the item (e.g., damaged upon delivery, changed mind, wrong item shipped). This helps them determine the next steps.
4. Receive Return Instructions. Ashley Furniture will tell you exactly what to do. For large furniture, they may schedule a pickup from your home. For smaller items, you might be given a Return Merchandise Authorization (RMA) number and instructions to ship it back or bring it to a store.
5. Prepare the Item for Return. Pack the item securely in its original packaging with all parts, manuals, and tags. If the item is missing packaging or is assembled, your return may be refused or subject to hefty restocking fees.
6. Complete the Return. Either be present for the scheduled pickup or take the item to the designated drop-off location. Always get a receipt or confirmation number for the return.
Understanding Restocking Fees and Return Costs
One of the most common surprises is the restocking fee. Ashley Furniture may charge a restocking fee for returns, especially for large items or if the packaging is not perfect. This fee can range from 10% to 25% of the item’s purchase price.
Additionally, you are often responsible for return shipping costs or a pickup fee unless the return is due to Ashley’s error (like shipping the wrong item) or a manufacturer defect. Always ask about any potential fees when you initiate the return so there are no surprises when your refund is processed.
Special Order Return Rules
This is the most important exception. Special order items are final sale and cannot be returned, exchanged, or cancelled once the order is placed. A “special order” is any item configured to your specifications. This includes:
* Choosing a specific fabric or leather on a sofa.
* Selecting a unique finish on a dining table.
* Ordering a mattress in a non-standard size.
Because these items are made just for you, they have no value to another customer. Always be absolutely certain about your special order choices.
Clearance and “As-Is” Item Policies
Clearance items are sold at a reduced price to clear inventory. These are almost always marked as final sale. The same goes for items labeled “As-Is,” which may have minor cosmetic imperfections. The discount you receive reflects the fact that the store cannot resell the item easily. Always inspect clearance items carefully in the store before buying, as all sales are typically final.
The Ashley Furniture Mattress Return Policy
Mattresses have a completely different policy due to health and hygiene regulations. In most cases, mattresses purchased from Ashley Furniture are non-returnable and non-refundable. This is a standard practice across the mattress industry.
However, they are covered by the manufacturer’s warranty against defects. If you believe your mattress has a manufacturing flaw (like a broken spring or a significant sag that is not normal body impression), you must contact Ashley Furniture to initiate a warranty claim. This process involves providing photos and potentially having a warranty inspector visit your home. It is not a simple return-for-refund situation.
What to Do If Your Item Arrives Damaged
If your furniture arrives with visible damage, do not accept the delivery or, if you already have, note the damage on the delivery driver’s paperwork immediately. Take clear photos of the damage and the packaging. Contact Ashley Furniture customer service right away—within 24 to 48 hours is best.
For damaged items, Ashley will usually offer to repair the item in your home, replace the damaged piece, or, if neither is possible, process a return and refund. In these cases, return fees are normally waived since the issue was not your fault. Keep all communication and documentation until the matter is fully resolved.
Exchange Process at Ashley Furniture
Exchanging an item for a different color, style, or model is often more complicated than a simple return. It usually involves processing a return (subject to all the standard rules and potential fees) and then creating a new purchase order for the different item.
Sometimes, a store may facilitate an exchange more seamlessly if the new item is of equal or greater value. The best course of action is to discuss your desire for an exchange directly with the store manager or online customer service representative to understand your specific options and any associated costs.
Refund Timeline and Method
Once your return is received and inspected by Ashley Furniture, the refund process begins. Refunds are issued to your original form of payment.
* Credit/Debit Card Refunds: Can take 5 to 10 business days to appear on your statement after processing.
* Store Credit or Gift Cards: These are sometimes issued faster and may be offered as an alternative, especially if you’re waiving some return fees.
Do not expect an instant refund at the moment of return pickup or drop-off. The inspection and processing time is standard.
Tips for a Smooth Ashley Furniture Return Experience
* Read the Policy Before You Buy: Don’t wait until you need to return. Know the rules upfront.
* Keep All Packaging: For at least the first 30 days, keep the original boxes and packing materials for all large items. It makes returns possible.
* Inspect Deliveries Immediately: The moment your furniture is delivered, do a thorough inspection. Note any issues on the delivery paperwork before the drivers leave.
* Act Fast: The 30-day clock starts ticking at delivery. If you’re unsure about an item, don’t wait until day 29 to decide.
* Be Polite but Firm: Customer service representatives are more likely to help you find a solution if you are calm and clear about the issue.
Frequently Asked Questions (FAQ)
How long do I have to return something to Ashley Furniture?
You generally have 30 days from the delivery date to initiate a return for eligible, in-stock items. Always check your receipt for the exact deadline.
Can I return a special order sofa if I don’t like the fabric?
No. Special order items, which include any furniture customized for fabric, finish, or size, are final sale and cannot be returned or cancelled. This is a critical part of the return policy at Ashley Furniture.
What if my furniture is damaged when it arrives?
Document the damage with photos and contact Ashley Furniture immediately (within 24-48 hours). They will typically arrange for a repair, replacement, or return at no cost to you.
Are there any return fees?
Yes, restocking fees (often 10-25%) may apply, especially for large items or if packaging is missing. You may also be responsible for return shipping or pickup costs unless the return is due to an error on Ashley’s part.
Can I return a mattress I bought from Ashley?
Mattresses are generally non-returnable for hygiene reasons. They are covered by the manufacturer’s warranty for defects, but you cannot simply return it for a refund if you decide you don’t like it.
Can I return online purchases to a physical Ashley Furniture store?
Sometimes, but not always. You must contact online customer service first to get authorization and instructions. Do not assume your local store will accept an online return without prior approval.
How long does a refund take?
After the returned item is received and inspected, refunds to a credit or debit card usually take 5-10 business days to process and appear on your statement.
Understanding the return policy at Ashley Furniture empowers you to make informed decisions. By knowing the 30-day window, the strict conditions on item condition, and the major exceptions for special orders and mattresses, you can shop smarter. Always keep your packaging, inspect deliveries right away, and contact customer service promptly with any issues. With this knowledge, you can furnish your home with greater peace of mind, knowing exactly what your options are if your plans change.