If you’ve bought something from Ashley Furniture and need to send it back, understanding the Ashley Furniture return policy is your first step. This guide will walk you through everything you need to know, from time limits to condition requirements, so you can handle your return or exchange smoothly and without stress.
Returns can feel complicated, but it’s usually a straightforward process when you know the rules. We’ll break down the policy for different items, explain how to start a return, and cover what to expect with refunds. Let’s get started with the most important details you should have ready.
Ashleys Furniture Return Policy
The core Ashley Furniture return policy gives you 30 days from the date your item is delivered to initiate a return. It’s crucial to contact them within this window. The item must be in its original, unused, and unassembled condition, with all packaging and tags intact. Special rules apply to clearance, custom, and “as-is” items, which are typically final sale.
What Items Are Eligible for Return?
Most regularly priced furniture and decor can be returned if conditions are met. This includes:
- Sofas, sectionals, and chairs
- Tables (dining, coffee, end)
- Bedroom furniture (beds, dressers, nightstands)
- Rugs and home accessories
- Mattresses (subject to a separate warranty process, not a standard return)
What Items Are FINAL SALE?
You cannot return the following items under the standard policy:
- Clearance or specially discounted items
- Custom-order furniture (made to your specifications)
- “As-is” or floor model items
- Items purchased from a third-party retailer (like Costco or Walmart)
- Opened bedding, bath, or protective covers
- Gift cards
Condition Requirements: The “Like New” Rule
This is the most important part. To be accepted, your return must look like it just came from the warehouse. It must be:
- Unassembled: If you put it together, you must take it apart.
- In Original Packaging: All boxes, styrofoam, wrappings, and bags must be present and in good shape.
- Unused and Unmarked: No stains, scratches, dents, or odors. No signs of wear or use at all.
If the item fails inspection, Ashley’s will refuse the return and send it back to you, and you’ll be responsible for the shipping costs.
The 30-Day Timeline Explained
The 30-day clock starts on the day your delivery is complete. Don’t wait until day 29 to act. Initiate the process as soon as you know you want to return. Contacting customer service on day 30 might be to late if they are busy. Processing the authorization and scheduling a pickup takes time, so start early.
Step-by-Step Return Process
Follow these steps carefully to ensure your return is accepted.
Step 1: Gather Your Information
Before you call, have this ready:
- Your original sales receipt or order number.
- The item’s SKU or model number (from your receipt or the website).
- Your personal information (name, address, phone number used on the order).
Step 2: Contact Ashley Furniture HomeStore
You must start by calling Ashley Furniture customer service. Returns are not initiated online or in-store for items delivered to your home. The number is 1-800-477-2226. Explain you wish to start a return and provide your information.
Step 3: Get Your RMA Number
If your item is eligible, the representative will issue a Return Merchandise Authorization (RMA) number. Do not ship anything back without this number. Write it down clearly. They will also explain any pickup or shipping arrangements.
Step 4: Prepare the Item for Pickup
Disassemble the furniture completely. Repack it securely in its original packaging. Attach the RMA number clearly on the outside of the box. If the packaging is gone, you must still pack it securely in a similar manner, but be aware that missing original packaging can be grounds for a refused return.
Step 5: Be Present for Pickup or Ship
For large items, Ashley’s will usually schedule a pickup from your home. You must be present. For smaller items, you might get a prepaid shipping label. Drop it off at the designated carrier and get a receipt for proof.
Understanding Refunds and Fees
Knowing when and how you’ll get your money back is key.
Standard Restocking Fee
Ashley Furniture charges a 20% restocking fee on most returned items. This fee is deducted from your refund. For example, if you return a $1,000 sofa, you will be refunded approximately $800, minus any original shipping charges.
Deduction of Original Shipping Costs
The cost to originally deliver the item to you is non-refundable. This will also be subtracted from your refund total.
Return Shipping/Pickup Fees
You are responsible for the cost to return the item. For in-home pickups, this fee is often substantial for large furniture and is deducted from your refund. Ask the customer service agent for an estimate.
Refund Method and Timing
Refunds are issued to the original form of payment. It can take 2-3 billing cycles for the credit to appear on your credit card statement after the item is received and inspected at the warehouse. For debit cards or checks, it may take longer.
What About Exchanges?
Exchanges follow the same process as a return. You are essentially processing a return (and paying any associated fees) and then placing a new order for the different item. There is not a direct “swap” system. You may need to pay price differences and new delivery fees for the exchange item.
Special Case: Mattress Returns
Mattresses are not covered by the standard 30-day return policy. Instead, they are covered by a manufacturer’s warranty against defects. If there is a problem like sagging or a coil issue, you must go through the warranty claim process, which involves providing photos and potentially a factory inspection. This is a different and often longer process than a simple return.
Tips for a Successful Return
- Inspect Immediately: Open boxes and inspect items within hours of delivery. Don’t remove tags until you’re sure you’re keeping it.
- Save Everything: Keep all packaging in a safe place for at least the first 30 days.
- Document Issues: If an item arrives damaged, take clear photos immediately and call customer service. This is a damage claim, not a return, and different rules apply.
- Be Patient and Polite: Customer service handles many calls. Having your info ready and being clear will help the process go smoother for everyone.
Frequently Asked Questions (FAQ)
Can I return Ashley Furniture to a store?
Generally, no. Items delivered to your home must be returned via the centralized return process (pickup or shipped). If you bought an in-stock item directly from a store and took it home yourself, you might be able to return it to that same store. Always call first to confirm.
What if my item arrived damaged?
This is not a return. Contact Ashley’s immediately to file a damage claim. Do not refuse delivery, as this complicates the process. Accept the delivery, note the damage on the driver’s bill of lading, and take photos. Ashley’s will typically send a replacement part or a whole new item.
How long does a refund from Ashley’s take?
After the warehouse receives and inspects your return, allow 10-14 business days for them to process the refund. Then, allow 2-3 billing cycles for the credit to post to your credit card account. The whole process can easily take 4-6 weeks from pickup to seeing your money back.
Can I return a gift from Ashley Furniture?
Yes, but you will need the original order number or receipt. The refund will typically be issued as store credit or a gift card rather than cash back to the original payer.
What is Ashley’s return policy for online orders?
The same 30-day policy applies to online orders. You must still call customer service to initiate the return. The main difference is your proof of purchase is your order confirmation email.
Is there a return policy for Ashley Furniture outlet items?
Outlet, clearance, and “as-is” items are almost always final sale. You should confirm the status at the time of purchase, as these items are sold with the understanding they cannot be returned.
Common Problems and How to Avoid Them
Problem: Missing Original Packaging
Solution: If you’ve through away the boxes, you may still be able to return the item if you can pack it securely in similar-sized boxes with ample padding. However, the return is at Ashley’s discretion and is more likely to be refused. Always keep packaging during the return window.
Problem: Waiting Too Long to Call
Solution: Mark your calendar for 25 days after delivery. If your not sure about keeping an item, start the inquiry process then. Don’t cut it close to the 30-day limit.
Problem: High Return Shipping Costs
Solution: Unfortunately, this is a standard cost with large furniture returns. Before ordering, measure your space carefully and review fabric samples if possible to be as sure as you can about your choice. Understanding that return shipping can cost hundreds of dollars makes the initial decision more important.
Final Thoughts on Navigating Returns
The Ashley Furniture return policy is designed to protect the company while giving customers a reasonable window to change there mind. The key to success is speed, attention to condition, and careful packing. By acting quickly within the 30 days, preserving the item in like-new state, and following the step-by-step phone process, you can manage a return effectively.
Always remember that the financial implications of restocking and shipping fees are significant. For this reason, it’s worth taking extra time during the purchase phase to choose the right piece. Double-check dimensions, colors, and fabric durability. If your able to visit a store to see items in person, that can greatly reduce the chance of needing a return later.
If you do need to make a return, use this guide as your reference. Having the right information makes the process less daunting and sets realistic expectations for your refund. Keep your paperwork organized, communicate clearly with customer service, and you’ll navigate the process successfully.