Ashley Furniture Return Policy: 2025 Guide
Buying new furniture is a big investment, and sometimes the piece that looked perfect in the showroom doesn't fit your space or style once it arrives. If you are looking for the Ashley Furniture return policy, you likely need to know how fast you need to act and whether you will get a full refund.
This guide breaks down everything you need to know about returning items to Ashley Furniture in 2025. We cover the strict return window, specific rules for damaged items, potential restocking fees, and the differences between buying online versus in-store.
Important Note: Furniture policies can be strict. Ashley Furniture has different rules for items bought online compared to those bought in a showroom. Read the sections below carefully to ensure your return is accepted.
Overview of Ashley Furniture Return Policy
Ashley Furniture generally allows returns, but they have tighter timelines than many other retailers, especially for damaged goods. Here is a quick summary of the key rules.
| Topic | Details |
|---|---|
| Return Window (Online) | 30 days from delivery (Standard Shipping items) |
| Return Window (In-Store) | 7 days from receipt (In-stock items) |
| Damaged Items | Must be reported within 72 hours of delivery |
| Restocking Fees | 15% (Online) to 20% (In-Store) generally apply |
| Condition Required | New, unused, original packaging, all parts included |
| Refund Method | Original payment method (Cash/Check refunded via mailed check) |
| Non-Returnable | Clearance, Final Sale, Custom Orders, Mattresses (warranty only) |
Return Window & Eligibility
To get your refund approved, you must act within specific timeframes. The clock starts ticking the moment your furniture is delivered or picked up.
1. Online Purchase Return Window
For items purchased online and shipped via standard shipping, you have a 30-day return window from the date of delivery.
- Items must be in new, unused condition.
- You must have the original packaging and all accessories.
- You cannot return items that have been assembled or modified.
2. In-Store Purchase Return Window
If you bought an item directly from an Ashley HomeStore, the policy is stricter. You typically have 7 days from the date you received the item to return it.
- This applies to in-stock items.
- You must present the original receipt.
3. The 72-Hour Rule for Damages
If your furniture arrives damaged or defective, you must report it immediately. Ashley Furniture requires you to report damage within 72 hours (3 days) of delivery.
- Inspect your furniture as soon as it arrives.
- If you wait longer than 3 days, your claim may be denied.
Eligibility Checklist
Before you start a return, make sure your item meets these criteria:
- ✅ Item is in new, unused condition.
- ✅ No scratches, stains, pet hair, or odors (smoke/food).
- ✅ Original packaging is intact (unless removed during White Glove Delivery).
- ✅ You have the proof of purchase or receipt.
How to Return Items to Ashley Furniture
The process for returning an item depends on how you bought it. Follow the steps below that match your purchase method.
How to Return Online Purchases
- Contact Guest Experience: You cannot just drop an online order off at a store without prior approval. Contact Ashley Furniture Customer Care to start the process.
- Get Authorization: You may need a Return Merchandise Authorization (RMA) number.
- Pack the Item: Disassemble the item if necessary and place it back in the original box with all parts and manuals.
- Arrange Shipping: You will likely need to arrange for return shipping. Unless the item is defective, you are usually responsible for return shipping costs.
- Ship It Back: Send the item to the address provided by Customer Care. Keep your tracking number!
How to Return In-Store Purchases
- Check the Date: Ensure you are within the 7-day window.
- Bring Proof: Locate your original receipt.
- Transport the Item: Bring the item back to the specific Ashley HomeStore location where you bought it.
- Inspection: Store staff will inspect the furniture to ensure it is in new condition.
How to Handle Damaged Items
If your item arrived damaged:
- Take clear photos of the damage and the packaging immediately.
- Call Customer Care within 72 hours.
- Do not discard any packaging until the issue is resolved.
- Ashley Furniture will typically offer to repair the item, replace it, or issue a refund.
Refund Methods & Processing Time
Once Ashley Furniture receives your return, they will inspect it. If it passes inspection, they will process your refund.
- Credit Cards: Refunds go back to the card used for purchase.
- Cash/Check: If you paid by cash or check in-store, a refund check will be mailed to you.
- Timeline: It usually takes 7–10 days for the refund to appear on your statement after the item is received and inspected. Mailed checks will take longer.
Note: Shipping and delivery charges are generally non-refundable unless the return is due to a manufacturing defect or shipping damage.
Fees, Deductions & Exceptions
Returns at Ashley Furniture often come with costs. It is important to be aware of these fees before you buy.
Restocking Fees
Ashley Furniture charges a restocking fee for "preference returns" (returns because you changed your mind).
- Online Returns: Typically a 15% restocking fee.
- In-Store Returns: Typically a 20% restocking fee.
- Damaged Items: No restocking fee is charged for defective or damaged items.
Service Charges for Custom Orders
If you cancel a custom order after production has started, you may be charged a 25% service charge.
Delivery Fees
If you return an item because you don't like it:
- Original delivery fees are not refunded.
- You may be responsible for return shipping or pickup fees.
Exchange Policy
Sometimes you just want a different style or color.
- One-Time Reselection: In some cases, Ashley Furniture allows a one-time "reselection" (exchange) for items of equal or greater value.
- Timeframe: This usually must be done within the standard return window (72 hours to 7 days depending on the specific store policy).
- Fees: If you exchange an item, the restocking fee might be waived, but you will likely have to pay a new delivery fee for the second item.
Mattress Exchanges
Mattresses cannot be "returned" in the traditional sense. However, Ashley offers a 365 Night Sleep Guarantee:
- You must sleep on the mattress for at least 30 nights.
- You can exchange it for a different mattress of equal or greater value.
- This is an exchange only, not a refund.
Non-returnable or Restricted Items
Some items cannot be returned to Ashley Furniture. These generally include:
- Clearance Items: Often marked as "Final Sale."
- Floor Samples: Sold "as-is."
- Custom Orders: Once production begins.
- Personalized Items: Monogrammed goods.
- Bedding & Linens: Pillows, sheets, and comforters (if opened) cannot be returned for hygiene reasons.
- Mattress Foundations: Adjustable bases and foundations are usually final sale.
Holiday & Extended Return Policies
During major shopping events like Black Friday or the winter holidays, Ashley Furniture generally sticks to their standard policies. However, specific promotions may offer different terms.
If you are buying a gift, ask the sales associate or check the website footer during the holiday season to see if an extended holiday return policy applies to your purchase.
Customer Support & Contact Information
If you have a problem with an order, contact support as soon as possible, especially if you are close to the 72-hour damage reporting deadline.
- Phone: Check the "Contact Us" page on the Ashley Furniture website for the number specific to your region.
- Online Chat: Available on the Ashley Furniture website.
- In-Store: Visit the Guest Services desk at your local showroom.
Tip: Have your order number and photos of the product ready before you call to speed up the process.
Frequently Asked Questions
Can I return items to Ashley Furniture without a receipt?
It is very difficult to return items without a receipt. For in-store returns, a receipt is required. For online orders, your order confirmation email serves as your proof of purchase. If you lost your receipt, contact customer support immediately to see if they can locate your transaction, but approval is not guaranteed.
Does Ashley Furniture charge a restocking fee?
Yes. Ashley Furniture typically charges a restocking fee of 15% for online returns and 20% for in-store returns if the return is based on preference (e.g., you don't like the color). This fee is waived if the item is damaged or defective.
How long do I have to report damaged furniture?
You must report damaged or defective items within 72 hours (3 days) of delivery. Inspect your furniture the moment it arrives. If you wait longer, your claim may be denied.
Can I return an online order to a local store?
Policies vary by location. Some Ashley HomeStores are independently owned and may not accept returns for online orders. It is best to contact customer support first to get authorization and instructions on where to return your item.
Are shipping fees refundable?
No. Original shipping and delivery fees are non-refundable unless the item arrived damaged or defective. You are also usually responsible for the cost of return shipping.
Can I return a mattress to Ashley Furniture?
Mattresses generally cannot be returned for a refund. They are covered by a manufacturer warranty for defects. However, Ashley offers a sleep guarantee that allows for a one-time exchange after you have slept on the mattress for 30 nights.
What items are final sale?
Clearance items, floor samples, custom orders, direct-ship accessories, and opened bedding (pillows, sheets) are typically considered final sale and cannot be returned.
How long does a refund take?
Once Ashley Furniture receives and inspects your return, the refund is processed. It typically takes 7–10 days for the credit to appear on your bank statement. Refunds for cash or check payments are sent via mail and may take longer.
Related Store Return Policies:
Disclaimer: Return policies may change at any time and can vary by location or franchise. Always confirm details on the official Ashley Furniture website or with your local store. Information verified November 2025.
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