Ashley Return Policy

If you’ve just bought something from Ashley and need to make a change, understanding the Ashley return policy is your first step. This guide breaks down everything you need to know, from time limits to condition requirements, so you can handle your return or exchange smoothly and confidently.

We’ll cover furniture, mattresses, and decor. You’ll learn how to start a return, what fees might apply, and how to avoid common mistakes. Let’s get started.

The core Ashley return policy gives you 30 days from your delivery or pickup date to initiate a return for a refund or exchange. This applies to most items, but there are very important exceptions and conditions. The item must be in its original, unused, and unassembled condition, with all tags and packaging intact.

It’s crucial to start the process within that 30-day window. Even if you need a few more days to get everything together, the request must be made before the deadline.

What Items Are Final Sale?

Not everything can be sent back. Knowing these exceptions upfront saves a lot of hassle. The following items are typically non-returnable:

Clearance items or items marked “As-Is.”
Personalized or custom-made furniture.
Mattress protectors, pillows, and bedding that have been opened or removed from its original packaging.
Gift cards.
Items purchased from third-party retailers or marketplace sellers.

Condition Requirements: “Like New” is a Must

Ashley is strict about condition. The item must look exactly as it did when it left the warehouse. This means:

Never assembled or used.
All original packaging, manuals, and hardware present and undamaged.
All tags and labels still attached.
No scratches, dents, or stains of any kind.

If the item shows any signs of use or is missing packaging, your return may be refused or a significant restocking fee applied. It’s a good idea to take pictures when you unbox it, just for your own records.

Restocking Fees You Should Know About

Many people are surprised by restocking fees. For returns that are approved, Ashley often charges a restocking fee, which can be a percentage of the item’s price or a flat fee. This fee helps cover the cost of inspecting, repackaging, and restocking the item. The amount can vary, so it’s best to ask about the specific fee for your item when you initiate the return.

Sometimes, if the return is due to a defect or an error on Ashley’s part, they may waive the fee. Always ask about this possibility.

Step-by-Step Return Process

Follow these steps carefully to ensure your return is processed without delays.

Step 1: Gather Your Information

Before you call or go online, have this ready:

Your original sales receipt or order number.
The credit card or financing account used for the purchase.
A detailed reason for the return.
Photos of the item (especially if you think there’s a defect).

Step 2: Contact Ashley to Initiate

You must start the return by contacting Ashley directly. You cannot just show up at a store with a delivery item.

Phone: Call customer service. This is often the fastest way to get a return authorization number (RMA).
Online: Log into your account on the Ashley website and navigate to your order history to start a return request.

During this contact, you’ll get your RMA number and instructions. Do not ship or schedule pickup without this number.

Step 3: Prepare the Item for Pickup

Once authorized, you’ll need to get the item ready:

Disassemble the item if you had assembled it (this is why keeping instructions is key).
Repackage it in the original boxes with all padding and materials. If the original boxes are damaged, use sturdy boxes that provide ample protection.
Securely attach the provided return label and RMA number to the outside of the box.
Have the item in an easily accessible location for the pickup team.

Step 4: Schedule & Complete Pickup

Ashley will typically schedule a pickup from your home for large items. For smaller items, you might be asked to ship them back. Be prepared for a pickup window, just like delivery. Someone over 18 must be present to hand over the item.

Step 5: Track Your Refund

After pickup, the item goes back to the warehouse for inspection. Only after it passes inspection does the refund process begin. Refunds can take 1-2 billing cycles to appear on your original payment method. Keep your RMA number handy for any follow-up questions.

Special Policy Sections

Mattress Return Policy

Mattresses have a unique trial period. Ashley often offers a limited “Trial Period” (commonly 90 to 120 days) for mattresses, separate from the standard 30-day return policy. You must try the mattress for a minimum number of nights (often 30) before initiating a return.

If you return it, there is almost always a return fee, which can be substantial. Also, for health reasons, a returned mattress cannot be resold, so special handling fees apply. Always check the specific terms of the mattress trial at the time of your purchase.

Furniture and Decor Returns

Large furniture is the most common return. The 30-day rule and condition requirements are strictly enforced here. For large sectionals or multi-piece sets, you may be able to return just one piece, but you need to clarify this with customer service. Decor items like lamps and rugs follow the standard policy, but they must be repackaged securely to avoid damage in transit.

Returning Online vs. In-Store Purchases

This is a critical distinction:

Items Bought Online: Returns are handled through the process described above—initiate online/phone, then home pickup or ship back.
Items Bought In-Store: You can usually return these to the physical store where you bought them, provided you have the receipt. This can be faster for a refund or exchange. However, some large items delivered from a warehouse may still require a pickup.

Always bring your ID for in-store returns, as they may track return activity.

Exchanges vs. Refunds

An exchange is often simpler than a full return, especially if you want a different color or fabric of the same item. You’ll still need to follow the return process for the original item. Once the return is initiated, you can place a new order for the item you want.

Sometimes, Ashley can facilitate a direct exchange, but you’ll likely need to pay any price difference and potentially a new delivery fee. For a straight refund, the money goes back to your original form of payment. If you used financing, the refund goes to the financing account.

Common Issues and How to Avoid Them

Missing Packaging or Hardware

This is the top reason for return rejection. If you’ve lost the original box or a bag of screws, contact customer service immediately. They may be able to send you replacement hardware, but missing packaging is harder to solve. You may have to purchase appropriate boxes and padding, and a higher restocking fee is likely.

Returning Without an Authorization

Never send an item back without an RMA number. It will likely get lost in the warehouse, and your refund will be delayed indefinitely. Always follow the official channel.

Delivery Damage or Defects

If your item arrives damaged or is clearly defective, the process is different. Contact Ashley immediately—preferably within 48 hours. Take clear photos of the damage or defect. They will usually offer to repair the item, replace it, or, if neither is possible, process a return with no fees. Do not accept a damaged delivery without noting it on the driver’s paperwork.

Tips for a Smooth Experience

Read the Fine Print: Always review the return policy on your receipt or order confirmation at the time of purchase.
Act Quickly: Don’t wait until day 29. Start the process as soon as you know you want to return.
Keep Everything: Store all boxes and packaging in a garage or basement for at least the first month.
Document Everything: Keep records of your calls (including representative names and dates), RMA numbers, and email confirmations.
Be Prepared for Fees: Budget for a possible restocking fee so your not caught off guard.

Frequently Asked Questions (FAQ)

How long do I have to return something to Ashley?

You have 30 days from the date of delivery or in-store pickup to initiate a return for most items. Mattresses may have a different trial period.

Does Ashley have a return policy for used items?

No. The Ashley return policy requires items to be in new, unused, and unassembled condition with all original packaging. Used items are not accepted for return.

Can I return Ashley furniture to any store?

You can usually return in-store purchases to any Ashley store with a receipt. For items bought online, you typically must follow the online return process, which involves a scheduled pickup from your home.

Are there any return fees with Ashley?

Yes, restocking fees are common for approved returns. The amount varies. There may also be a separate pickup or shipping fee for returning large items.

How long does an Ashley refund take?

After the returned item is received and inspected at the warehouse, refunds can take 5-10 business days to process, plus additional time for your bank or credit card company to post it. It may take 1-2 full billing cycles to see the credit.

What if my Ashley item is defective?

Contact Ashley customer service immediately, ideally within 48 hours of delivery. Provide photos of the defect. They will typically arrange a repair, replacement, or fee-free return.

Can I exchange an item instead of returning it?

Yes, exchanges are possible. You will generally need to process the return of the original item and then place a new order for the desired item. You’ll be responsible for any price difference and new delivery charges.

Understanding the Ashley return policy details makes the process much less stressful. Remember the key points: the 30-day window, the strict condition rules, and the importance of getting that return authorization. With this knowledge, you can shop with greater confidence and handle any returns efficiently.