Ashley Furniture Return Policy: The Complete Guide

Ashley Furniture is a go-to source for affordable, stylish furniture—from living room sets and mattresses to home accents and décor. With a wide selection online and hundreds of retail locations, it’s easy to find the perfect fit for your home. But what if that sofa doesn’t look right in your space, your mattress feels too firm, or your new dresser arrives damaged? That’s where understanding the Ashley Furniture return policy can save you time, money, and stress.

This comprehensive guide explains everything you need to know about Ashley Furniture returns and exchanges, including timelines, item conditions, delivery vs. store pickup, refunds, special order rules, and real-life tips for smooth shopping. Whether you’re furnishing a whole home or just updating one room, you’ll find all the answers you need right here.

Ashley Furniture Return Policy: Key Facts

Return Window: For most online orders, you have 72 hours (3 days) after delivery to report damage, defects, or missing items. In-store and showroom purchases typically follow the same 72-hour rule for reporting damage, but may be stricter on “change of mind” returns.
Proof of Purchase: Keep your original sales receipt or online order confirmation for all returns and claims.
Condition: Items must be in new, unused condition with original packaging and tags. Furniture that is damaged, used, or altered may not be eligible for return.
Return Method: Online orders: Contact Ashley’s customer care to initiate a return or exchange. In-store purchases: Work directly with the store where you purchased. Delivery items cannot be returned to stores.
Exchanges: Damaged or defective items are usually replaced or repaired at no extra cost if reported within 72 hours.
Refunds: Approved refunds for eligible returns are processed to your original payment method, but restocking fees and delivery charges may apply (see below for details).
Custom & Special Orders: These items are non-returnable and non-refundable except for damage or defects.
Final Sale: Clearance, floor models, “as is,” or “final sale” items are not eligible for return or exchange.
Mattresses: Mattresses often have unique trial or comfort exchange policies depending on the brand and store—ask before purchasing for specific details.

How to Return or Exchange at Ashley Furniture (Step-by-Step)

Inspect Items Immediately: As soon as your order is delivered or picked up, check all pieces for damage, defects, or missing parts.
Report Issues Within 72 Hours: Contact Ashley’s customer care (for online orders) or your local store (for in-store purchases) within three days to report any problems. Provide photos of any damage and keep all packaging until your issue is resolved.
Get Return or Repair Authorization: Customer care will walk you through the return, replacement, or repair process. For eligible issues, Ashley will arrange a pickup or send a technician to repair the item.
Pack for Return: Keep all original packaging, manuals, and accessories. Items must be returned in new, unused condition.
Refund or Exchange Processing: Once your return or exchange is approved, refunds are processed back to your original payment method. Delivery, setup, and restocking fees may be deducted from your refund if the return is not due to a company error or damage.

What Can and Can’t Be Returned to Ashley Furniture?

Eligible for Return:
- Furniture and home décor delivered with damage or defects (reported within 72 hours)
- Online orders, for manufacturer defect or shipping error (within 72 hours)
- Mattresses (only under select comfort or trial programs—see store for details)
Not Eligible for Return:
- Custom, special order, or personalized furniture (except for defects)
- Clearance, floor models, “as is,” or “final sale” merchandise
- Furniture that is used, damaged after delivery, or assembled incorrectly by customer
- Accessories or décor after 72 hours or without proof of damage/defect
- Any “change of mind” returns after the allowed window or not in original condition
- Gift cards
Partial Returns: For sets or bundles, you may need to return the entire set for a refund.

Refund Methods and Fees

Original Payment: Refunds are processed to your original payment method after return approval. Depending on your bank, allow up to 7–10 business days for credit to appear.
Delivery & Setup Fees: These are non-refundable unless your item arrived damaged or there was a company error.
Restocking Fees: Ashley Furniture may deduct a restocking fee (often 10–15% of the purchase price) for returns that are not due to damage, defects, or company error.
Gift Returns: These are usually refunded as store credit or gift card.
Cash Refunds: Large cash payments may be refunded by check.

Delivery, Pickup, and Assembly Rules

White Glove Delivery: Inspect items before signing off at delivery. Note any visible damage on the delivery paperwork, and take photos if possible.
In-Store Pickup: Inspect items before leaving the store. Report any issues immediately.
Assembly: Incorrect assembly by the customer may void return eligibility unless instructions were faulty or parts were missing.
Refusing Delivery: If an item arrives visibly damaged, you may refuse delivery for a hassle-free return.

Mattress Returns and Comfort Exchanges

Comfort Exchange: Select mattress brands offer a “comfort trial” period (often 30–120 days). If you don’t like your mattress, you may be eligible for a one-time exchange—ask before purchasing for exact terms.
Mattress Return Fees: Comfort exchanges may include pickup/delivery fees and a restocking fee.
Stains/Void: Mattresses must be clean and undamaged for exchanges—stains, odors, or damage will void eligibility.

Custom and Special Orders

No Returns: Custom, special order, or made-to-order furniture is not returnable or refundable unless defective, damaged on arrival, or not as ordered.
Order Changes: Changes or cancellations may only be allowed within a short period after ordering—contact your store or Ashley’s customer service immediately if you need to make changes.

Final Sale, Clearance, and “As Is” Merchandise

No Returns: These items are sold as-is and cannot be returned or exchanged for any reason.
Warranty: “As is” items may not be covered by standard manufacturer warranties—ask before purchasing.

Tips for a Smooth Ashley Furniture Return

Inspect all deliveries and pickups immediately. Note any issues on delivery paperwork and take photos.
Keep your receipt, order confirmation, and all packaging until you’re certain you’ll keep your furniture.
Report any damage, defects, or missing items within 72 hours—don’t delay, even for minor issues.
Know the difference between store and online policies—returns must go through the same channel you used to purchase.
Ask about mattress comfort trials and fees before you buy.
Check if your purchase is “final sale,” clearance, or custom before completing your order—these are not returnable.
Keep communication polite and clear—Ashley’s customer service can be helpful, especially if you act quickly.

Frequently Asked Questions (FAQ)

How long do I have to return to Ashley Furniture?
For most items, you must report issues within 72 hours of delivery or pickup.
Can I return furniture if I change my mind?
Generally, Ashley does not accept “change of mind” returns unless the item is unused and you act immediately—call customer care for guidance.
Can I return custom or special order items?
No, unless they arrive damaged or defective.
Are delivery and setup fees refundable?
Only if your return is due to company error or product defect.
What if my item arrives damaged?
Report it within 72 hours for repair, replacement, or refund—Ashley will cover shipping costs for eligible issues.
How long do refunds take?
Once approved, allow up to 7–10 business days for your refund to appear.
Can I return online orders to a physical store?
No—online order returns must be coordinated through Ashley’s customer care, not in-store.
Are mattresses returnable?
Only if eligible under the brand’s comfort exchange/trial program—ask for details when you buy.

Conclusion

Ashley Furniture’s return policy protects you from damage, defects, or delivery issues—but is stricter on “change of mind” returns and special orders. The key is to inspect your furniture as soon as it arrives, keep all documentation, and act fast if there’s a problem. With quick action and good communication, most issues can be resolved smoothly. Shop at Ashley Furniture with confidence—just be sure to check all policies for your purchase type, and don’t hesitate to ask questions before you buy!

Happy decorating and comfortable living—Ashley’s team is there to help if you ever need a return or exchange.