Getting a refund from Ashley Furniture can feel like navigating a maze, especially when the policy has conditions buried in the fine print. The general return window is 30 days, and you will need your receipt along with the item in its original, unused condition. Common reasons people seek refunds include receiving damaged furniture and being sent the wrong item entirely. Ashley Furniture holds a 1.2-star rating on Trustpilot and over 3,000 BBB complaints in the last three years, with recurring themes around refund denials, restocking fees, and slow processing. Visit Ashley Furniture's official policy page before starting any return.
What is the Ashley Furniture Refund Policy?
Ashley Furniture's return policy is stricter than most people expect. Refunds are generally available within 30 days of purchase, but the condition of the item and how it was bought (in-store vs. online) both affect your outcome. Online orders and in-store purchases are handled differently, which trips a lot of people up.
| Item Category | Refund Eligibility | Typical Outcome |
|---|---|---|
| Unopened / Unassembled Item | Eligible | Full Refund |
| Opened but Unused Item | Conditionally Eligible | Full Refund or Store Credit |
| Assembled or Used Furniture | Generally Ineligible | No Refund |
| Defective or Damaged Item | Eligible | Full Refund or Replacement |
| Custom or Special Order | Ineligible | No Refund |
| Clearance or Final Sale Item | Ineligible | No Refund |
One thing worth noting: a restocking fee of up to 15% can apply to eligible returns, depending on the store location. That detail is easy to miss until it shows up on your refund amount.
What Items Cannot Be Refunded by Ashley Furniture?
Some items are flat-out excluded from Ashley Furniture's return policy. No exceptions, no workarounds.
- Custom or special-order furniture (built to your specs, non-returnable)
- Clearance and final sale items (marked at point of sale)
- Assembled furniture (once built, it's considered used)
- Mattresses (after removal from packaging or delivery acceptance, in most cases)
- Gift cards
- Items without original packaging (in many store locations)
The mattress situation is particularly frustrating. Several BBB complaints specifically call out mattress return denials after customers reported defects within weeks of delivery. If you're buying a mattress, read the fine print before signing anything.
Ways to Return Your Ashley Furniture Order
How you return your item depends on where you bought it. Online and in-store purchases follow different paths, and mixing them up wastes time.
| Method | Best For | Speed of Refund |
|---|---|---|
| In-Store Return | Items bought in-store, immediate resolution | 1–5 business days to original payment |
| Customer Support (Phone/Chat) | Online orders, damaged or wrong items | 7–14 business days after inspection |
| Delivery Team Return | Large furniture returned at time of delivery | Processed within 5–10 business days |
A few things to know: Ashley Furniture does not offer a self-service online returns portal for most purchases. You will need to call or chat with support to initiate a return on an online order. The phone line can have long hold times. Multiple users on Reddit and Trustpilot have reported waits of 45 minutes or more.
Weirdly, in-store returns tend to go smoother. If there's a store near you, that's usually the faster route.
How to Return Your Ashley Furniture Order: Step by Step
Start the process as soon as possible. The 30-day window moves fast, especially if delivery took a week or two.
