If you’ve made a purchase at American Furniture Warehouse, understanding the American Furniture Warehouse return policy is key to a smooth experience. This guide breaks down everything you need to know, from time limits to condition requirements, so you can shop with confidence.
Returns are a normal part of furniture shopping. Maybe the color looks different in your home, or the dimensions just don’t fit. Whatever the reason, having a clear policy makes all the difference. We’ll walk you through the steps, what to expect, and how to avoid common pitfalls.
American Furniture Warehouse Return Policy
The core American Furniture Warehouse return policy allows for returns and exchanges within a specific timeframe. The policy is designed to be fair but has important conditions you must meet. It’s not a one-size-fits-all rule; it changes depending on what you bought and how you bought it.
Generally, you have 30 days from the date of delivery or pickup to initiate a return or exchange. This is a strict deadline, so it’s important to decide quickly if an item will work in your space. Always keep your original sales receipt and any tags attached to the furniture.
What Items Are Eligible for Return?
Most new, unused, and unassembled furniture in its original packaging can be returned. The item must be in the same condition you recieved it. Here’s a quick list of typically eligible items:
- Sofas and sectionals (if covers are unopened)
- Mattresses and bed frames (mattress tags must be intact)
- Dining tables and chairs
- Office furniture
- Accessories like lamps and rugs
What Items Are FINAL SALE?
Some purchases are explicitly non-returnable. This is usually for hygene reasons, custom orders, or clearance items. You should consider these sales final:
- Clearance, “as-is,” or specially discounted merchandise
- Custom upholstery or special order items
- Opened mattresses or mattress toppers (due to health regulations)
- Items that have been assembled, used, or altered in any way
- Gift cards
Condition is Everything
The most common reason for a return to be denied is condition. The furniture must be in “like-new” condition. This means:
- All original packaging and protective materials are present.
- The item has not been assembled or used.
- There are no stains, odors, scratches, or any signs of wear.
- All tags, including the law label on upholstery, are still attached.
Step-by-Step Return Process
Follow these steps to ensure your return goes smoothly and you get your refund or exchange without delay.
Step 1: Gather Your Documents
You will need your original sales receipt or invoice. If you don’t have it, look up your order using the credit card you used or your phone number at the store. Without proof of purchase, a return is usually not possible.
Step 2: Contact Customer Service
Do not just show up at the store with the item. You must initiate the return by calling the customer service number of the specific store where you made the purchase. They will guide you and may provide a Return Authorization Number.
Step 3: Prepare the Item
Carefully repackage the item in its original boxes with all padding and styrofoam. If the item came in multiple boxes, ensure all are present. For large furniture, you may need to schedule a pickup.
Step 4: Return In-Store or Schedule Pickup
For smaller items, you can usually bring them back to any American Furniture Warehouse location. For large furniture, you will likely need to schedule a pickup from your home. There may be a pickup fee involved, which we’ll discuss next.
Fees, Refunds, and Timelines
Understanding the financial aspect is crucial. Returns aren’t always free, and refunds can take different forms.
Restocking and Pickup Fees
American Furniture Warehouse typically charges a restocking fee for returned furniture, often around 15-20% of the purchase price. This covers the cost of processing and repackaging the item. Additionally, if you need a pickup for a large item, a separate pickup fee (often around $99) will apply. These fees are deducted from your refund total.
How Will I Get My Refund?
Refunds are issued to the original form of payment. If you paid by credit card, the refund will go back to that card. It can take 5-10 business days for the refund to appear on your statement after the item is recieved by the warehouse. For cash or check purchases, you will likely get a check mailed to you.
What About Exchanges?
Exchanges follow the same process as returns. You are essentially processing a return and then purchasing a new item. You will be responsible for any price difference, and the restocking/pickup fees may still apply. It’s often easier to handle this as a single transaction in the store if possible.
Special Considerations
Some situations require extra attention. Here’s what you need to know about damaged items, deliveries, and online orders.
Damaged or Defective Items Upon Delivery
If your furniture arrives with visible damage or a manufacturing defect, the process is different. You must note the damage on the delivery driver’s paperwork before they leave. Then, contact American Furniture Warehouse immediately—usually within 48 hours. They will typically repair, replace, or pickup the damaged item at no cost to you. Do not accept a damaged item hoping to fix it yourself.
Online vs. In-Store Purchase Returns
Generally, the same return policy applies. However, items purchased online might have a different customer service number for returns. The pickup fee for large online purchases is very common. Always check the online order confirmation email for specific return instructions linked to your order.
Returning Furniture Without the Box
This is very difficult. The policy strongly emphasizes original packaging. Without it, the store may refuse the return outright or charge a significantly higher restocking fee because the item is harder to resell. It’s worth asking, but be prepared for a “no.”
Tips for a Hassle-Free Experience
A little preparation can save you a lot of time and money. Keep these tips in mind when you shop and if you need to make a return.
- Measure your space twice before you buy. Check doorways, stairwells, and ceiling heights.
- Order fabric swatches if your uncertain about color or texture.
- Keep all packaging and boxes organized in a garage or basement for at least the first 30 days.
- Do not remove tags or law labels until you are certain you are keeping the item.
- Assemble the furniture promptly to check for defects or fit issues.
- Always inspect items thoroughly upon delivery before the driver leaves.
Frequently Asked Questions (FAQ)
How long do I have to return furniture to American Furniture Warehouse?
You typically have 30 days from the delivery or pickup date to start a return. This deadline is firm, so mark your calendar.
Can I return a used sofa to American Furniture Warehouse?
No. Furniture must be in new, unused, and unassembled condition in its original packaging to be eligible for return. Once it’s assembled or sat on, it’s considered used.
What is the American Furniture Warehouse mattress return policy?
Mattresses have a special policy. If the plastic wrap and tags are removed, the mattress cannot be returned due to health codes. An unopened mattress may be returnable within the standard period, but fees apply.
Are there any return fees at AFW?
Yes, expect a restocking fee (a percentage of the price) and potentially a pickup fee for large items. These are subtracted from your refund amount.
Can I exchange an item instead of returning it?
Yes, exchanges are possible within the return window. You will need to process the return (with applicable fees) and then purchase the new item, covering any price difference.
What if my AFW furniture is defective?
Report any damage or defects immediately, ideally at delivery. Contact customer service within 48 hours. For manufacturing defects, they will usualy arrange a repair, replacement, or pickup at no charge.
Do I need my receipt to return something?
Yes, the original receipt or proof of purchase is required. If you lost it, try having the store look it up with your card or phone number.
Can I return clearance items at American Furniture Warehouse?
No, all clearance, “as-is,” or specially discounted sales are final and cannot be returned or exchanged.
Final Thoughts on Navigating Returns
The American Furniture Warehouse return policy is structured to protect both the customer and the business. By knowing the 30-day window, keeping items in pristine condition, and retaining all packaging, you put yourself in the best position for a successful return if needed. Remember to act quickly, communicate clearly with customer service, and be aware of the associated fees. This knowledge allows you to focus on finding the perfect piece for your home without the worry of being stuck with something that doesn’t work. Always double-check the specific policy at your local store or on your receipt, as details can occasionaly vary by location or promotion.