Understanding the Ashley Home Furniture return policy is important before you make a big purchase. This guide will explain everything you need to know about returning items, so you can shop with confidence.
Furniture is a major investment. Knowing the rules for returns and exchanges helps protect that investment. We’ll break down the timeframes, conditions, and steps to make the process clear and simple for you.
Ashley Home Furniture Return Policy
The core Ashley Home Furniture return policy allows for returns and exchanges within 30 days of delivery. However, this comes with several important conditions. The item must be in its original, unused, and unassembled condition, with all tags and packaging intact.
It’s also crucial to have your original proof of purchase, like a sales receipt or order confirmation. Special order items, clearance merchandise, and “as-is” products are typically final sale and cannot be returned. Always double-check your receipt for any specific notations about final sale.
Key Conditions and Timeframes
The standard return window is 30 days. This count starts from the day your furniture is delivered to your home, not the day you purchased it in the store. Mark your calendar as soon as your items arrive.
- Condition: Items must be unassembled, unused, and in original packaging. Any signs of use, assembly, or missing packaging can void your return eligibility.
- Proof of Purchase: Always keep your receipt safe. A digital or paper receipt is required to process any return or exchange.
- Restocking Fees: Be aware that a restocking fee may apply, often around 15-20% of the item’s price. This fee covers the cost of processing and repackaging the returned merchandise.
- Original Payment Method: Refunds are generally issued back to the original form of payment. This can take several business days to appear on your account after the return is processed.
What Items Are Final Sale?
Not everything at Ashley HomeStore can be returned. Certain products are considered final sale to protect the company and other customers. Here’s a list of common final sale items:
- Special Orders (items customized for fabric, finish, or size)
- Clearance or Liquidation Items
- Products marked “As-Is” or “Floor Model”
- Mattresses and Bedding (due to health regulations)
- Opened Electronics or Appliances
- Gift Cards
How to Start a Return or Exchange
If you need to return an item, follow these steps closely. Doing it right the first time will make the process much smoother and faster.
- Gather Your Documents: Find your original sales receipt or order number. You will also need a valid photo ID.
- Contact the Store: Call the specific Ashley HomeStore where you made the purchase. Do not just show up with the item. Explain you situation and they will guide you on their specific procedure.
- Prepare the Item: Carefully repackage the item in its original packaging with all parts, manuals, and tags. If the packaging is damaged, use suitable alternative packaging to prevent further damage.
- Return In-Store: Bring the item and all documents to the store. A manager or customer service representative will inspect the item and process your return or exchange.
- For Large Items: If you cannot transport a large item, ask the store about pickup options. There is usually a fee for this service, which will be deducted from your refund.
Understanding Restocking and Pickup Fees
Two fees often surprise customers: restocking fees and pickup fees. A restocking fee is common for large returns, especially for big-ticket furniture. It’s meant to cover the cost of inspecting, repackaging, and restocking the item, which is labor-intensive.
A pickup fee applies if you need Ashley to come and collect a large item from your home for return. This fee varies based on your location and the size of the item. Always ask about both fees when you initiate the return so there are no surprises on your final refund amount.
Damaged or Defective Furniture
If your furniture arrives damaged or has a manufacturing defect, the process is different. You should not initiate a standard return. Instead, you need to file a damage claim.
Contact the store immediately—preferably within 48 hours of delivery. Take clear photographs of the damage or defect from multiple angles. The store will likely send a service technician to assess the damage and determine if it can be repaired or if a replacement is needed.
Ashley HomeStore Online Purchase Returns
Returning items bought online follows a similar but distinct process. Your 30-day window still applies from the delivery date. You must start the process through your online account or by calling Ashley’s customer service for online orders.
- You will often be responsible for return shipping costs, which can be significant for furniture.
- The online team will provide you with a Return Merchandise Authorization (RMA) number. You must include this number with your return.
- Refunds for online orders are processed after the item is received and inspected at their warehouse, which can add extra time to the process.
Tips for a Smooth Return Experience
A little preparation can make your return experience much easier. Here are some practical tips based on common customer experiences.
- Inspect Immediately: When your furniture is delivered, inspect it thoroughly before the delivery team leaves. Note any damage on the delivery paperwork.
- Keep Everything: Do not through away any packaging, plastic covers, tags, or manuals for at least the first 30 days. You might need them.
- Know Before You Buy: Always ask a sales associate to clarify the return policy for the specific item you’re buying, especially if it’s a floor model or on clearance.
- Be Polite but Firm: Customer service interactions go smoother when you’re calm and have your documents ready. Clearly state your request and reference the policy.
Alternatives to a Full Return
Sometimes a return isn’t the best or only option. Consider these alternatives if you’re unhappy with your purchase.
- Exchange: If you like the quality but not the style or color, ask about an exchange for a different model. You may still have to pay a price difference or fee.
- Store Credit: Requesting store credit instead of a refund can sometimes waive the restocking fee. This is a good option if you plan to buy something else from Ashley.
- Repair Service: For minor defects or damage, a professional repair arranged by Ashley might be a faster and more satisfactory solution than a full return and repurchase.
Frequently Asked Questions (FAQ)
Can I return Ashley furniture after 30 days?
Generally, no. The Ashley HomeStore return policy is strict about the 30-day window. After 30 days from delivery, items are considered yours permanently, barring a manufacturer’s warranty claim for defects.
What is Ashley HomeStore’s return policy on mattresses?
Mattresses, mattress toppers, and pillows are almost always final sale due to health and sanitary reasons. They cannot be returned once the plastic wrap is removed. Always check the specific mattress return policy at time of purchase, as some promotions may have different trial periods.
Does Ashley charge a restocking fee?
Yes, a restocking fee is common for returned furniture items in new condition. The fee is typically a percentage of the purchase price, such as 15% or 20%. This fee is deducted from your refund total.
How long does an Ashley refund take?
After your return is approved in-store, refunds to a credit or debit card can take 5 to 10 business days to post to your account. Refunds for online orders may take longer, as the item must be received at the warehouse first.
Can I return a special order item?
No. Special order items, which are customized for fabric, finish, or dimensions, are final sale and cannot be returned or exchanged. This is because they are made specifically for you and cannot be resold.
What if my Ashley furniture is defective?
Contact the store immediately. Do not use the item. You will need to file a damage/defect claim. Ashley will usually send a technician to evaluate and either repair or replace the item under the terms of the warranty, which is separate from the return policy.
Warranty Information vs. Return Policy
It’s important not to confuse the return policy with the product warranty. The 30-day return policy is for buyer’s remorse or unwanted gifts. The warranty, which often lasts for one year or more, covers manufacturing defects in materials and workmanship.
Warranty claims are handled through Ashley’s service department, not the standard return counter. Always register your product warranty soon after purchase to make future claims easier.
Final Thoughts on Navigating Returns
Being an informed shopper is the best way to avoid return hassles. Always measure your space, check fabric samples, and ask detailed questions before you buy. Keep all your paperwork organized and act quickly if an item isn’t right.
The Ashley Home Furniture return policy is designed to be fair while protecting the company from abuse. By understanding the 30-day window, condition requirements, and potential fees, you can set realistic expectations. Remember, when in doubt, the simplest step is to call your local store directly with your receipt in hand—they can give you the most accurate guidance for your specific situation.