Furniture Return Policies in 2026: IKEA, Wayfair, Ashley, Pottery Barn & 12 More Compared
Buying furniture is one of the most expensive purchases you'll make for your home. A new sofa runs $800 to $3,000. A dining table can cost $500 to $5,000. A bedroom set? Easily $2,000 to $10,000. And unlike a shirt or a pair of shoes, you can't just drop furniture in a mailbox when you want to send it back.
The reality of furniture returns is messy. Some retailers give you 365 days (IKEA). Others give you 3 days (Havertys) or even none at all once you accept delivery (Bob's Discount Furniture, Raymour & Flanigan). Restocking fees range from 0% to 25%. Return shipping for a 200-pound sectional sofa can cost hundreds of dollars. And if you assembled it? Many stores won't take it back at all.
We compared return policies from 13 major furniture retailers so you know exactly what you're signing up for before you spend thousands of dollars.
The Complete Comparison Table
| Store | Return Window | Assembled OK? | Restocking Fee | Return Shipping | Custom Orders |
|---|---|---|---|---|---|
| IKEA | 365 days (unopened) / 180 days (opened) | Yes, if resalable | None | Customer pays | No returns on custom countertops |
| Wayfair | 30 days | No — must disassemble | Possible on large items | Customer pays (deducted from refund) | Personalized items non-returnable |
| Ashley Furniture | 30 days (standard ship only; White Glove: damaged/defective only) | No (exchange only) | Up to 25% | Customer pays; delivery fees non-refundable | No returns on special orders |
| Pottery Barn | 30 days (7 days Quick Ship upholstery) | No — return unassembled | May apply for furniture | Fees may apply; in-store free for non-furniture | No returns on made-to-order/custom |
| Crate & Barrel | Contact in 7 days, return in 30 days | Must be in good condition | 25%+ if not in good condition | Not explicitly stated | Non-returnable |
| West Elm | 30 days (7 days Quick Ship upholstery) | No — return unassembled | May apply | Fees may apply | No returns on made-to-order/custom |
| Bob's Discount | None after delivery acceptance | No | N/A | N/A | No returns on custom |
| Ethan Allen | 10 days | Must be in new condition | 15% (25% wallcoverings) | Customer pays; shipping non-refundable | No returns on custom items |
| Raymour & Flanigan | None after acceptance (72 hrs shipped items) | No | 15% on shipped items | Customer pays | Cancel before delivery for full refund |
| Havertys | 3 days | Must be original condition | 15% on FedEx items | Customer pays; delivery fee non-refundable | Not applicable |
| Nebraska Furniture Mart | 30 days | No (RTA: box cannot be opened) | May apply | Not stated | Not specified |
| Arhaus | 14 days (stock) / 60 days (mattresses) | Installed items: No | 10% stock / 50% clearance | Customer pays; delivery fees non-refundable | All sales final on custom rugs, clearance |
| Restoration Hardware | 30 days | Must be in original packaging | Inspection-based | Customer pays; delivery fee non-refundable for mattresses | No returns on clearance, special orders |
Return Policy Generosity Rankings
Furniture Return Policy Generosity Score (out of 100)
Scores account for return window length, restocking fees, assembly flexibility, return shipping cost, custom order policy, and whether in-store returns are accepted. IKEA dominates because of its 365-day window for unopened items, 180 days for opened/assembled, and zero restocking fees.
Individual Store Breakdowns
IKEA
IKEA has the most generous return policy in the furniture industry, and it's not close. New and unopened products can be returned within 365 days with a receipt. Opened and even assembled products can be returned within 180 days as long as they're in resalable condition. IKEA Family members get 365 days for both opened and unopened items.
Return details:
- 365 days for new, unopened products with proof of purchase
- 180 days for opened or assembled products (resalable condition)
- 365 days for both opened and unopened if you're an IKEA Family or IKEA for Business member
- Original packaging is not required (but helpful)
- Returns accepted at all IKEA U.S. stores (not Planning Studios or Pick Up Points)
- Online purchases can be returned in-store or by home pickup
- Home pickup available for a fee; item must be disassembled and packaged
Non-returnable items:
- Plants
- Cut fabric and cut countertops
- "As-is" products
- Mattresses are exchange-only, one time within 90 days
- Modified, dirty, stained, or customer-damaged items
Pros
- ✓365-day window for unopened items is the best in the industry
- ✓180 days for assembled items — unique among furniture stores
- ✓No restocking fees
- ✓Original packaging not required
- ✓IKEA Family membership extends opened-item window to 365 days
- ✓Free in-store returns with no appointment needed
Cons
- ✗Customer pays return shipping for mail/home pickup
- ✗Mattresses are exchange-only, not refundable
- ✗Returns not accepted at IKEA Planning Studios or Pick Up Points
- ✗Home pickup requires disassembly and packaging at your expense
✅ IKEA's assembly policy is rare
IKEA is one of the only major furniture retailers that explicitly allows returns of assembled products. Most competitors require items to be unassembled or in original packaging. Take advantage of this: build the piece, live with it for a few weeks, and if it doesn't work, return it within 180 days in clean, resalable condition.
Wayfair
Wayfair is the largest online-only furniture retailer, which means returns are exclusively by mail. The 30-day return window is standard, but the process is complicated by the fact that items must be disassembled if they were delivered disassembled, and you're responsible for return shipping costs.
Return details:
- 30 days from delivery date
- Items must be disassembled and in original packaging
- Return shipping costs are deducted from your refund; cost varies by item size, weight, and your location
- Process through "My Orders" in your Wayfair account
- Damaged or defective items are exempt from standard restrictions — Wayfair covers return shipping for these
- Mattresses: 100-night trial with free returns (separate from furniture policy)
- Wayfair may offer replacement, repair, or refund for damaged items
Non-returnable items:
- Clearance and final-sale items
- Gift cards
- Personalized and customized items
- Items marked "Non-Returnable" on the product page
- Bundled items purchased at discounted rates
- Assembled furniture
Pros
- ✓Simple online return process through My Orders
- ✓100-night mattress trial is generous
- ✓Free return shipping on damaged/defective items
- ✓Physical store returns available at select locations (Wilmette IL, Naperville IL, Greensboro NC, Attleboro MA, Augusta GA, Orlando FL, San Marcos TX)
Cons
- ✗Must disassemble furniture before returning
- ✗Customer pays return shipping for non-defective returns
- ✗Possible restocking or processing fees on large items
- ✗No returns on assembled furniture
- ✗30-day window is short for furniture that takes weeks to evaluate
- ✗No nationwide in-store return option
⚠️ Wayfair return shipping can be expensive
Returning a sofa or dining table by mail can cost $100-$300+ in shipping alone, and this amount is deducted from your refund. For large furniture items, weigh the refund amount against the shipping cost before initiating a return. Pro tip: choosing a store credit refund instead of a cash refund may reduce or eliminate the return shipping charge — check the refund options at checkout before confirming.
Ashley Furniture
Ashley Furniture is the largest furniture retailer in the U.S. by revenue, with both franchised stores and an online storefront. Their return policy is far more restrictive than most people realize — and it varies significantly between online and in-store purchases.
Return details (online — Standard Shipping only):
- 30 days from delivery date — but this applies ONLY to standard shipping (small items)
- Items must be in new, unused condition
- Contact Ashley's Guest Experience team to initiate
- Customer pays return shipping/pickup fees
- Shipping, delivery, and handling charges are non-refundable (except for damaged/defective items)
Return details (online — White Glove / Doorstep Delivery):
- Non-damaged, non-defective items may NOT be returned — this is critical
- The 30-day window does NOT apply to furniture delivered via White Glove or Doorstep Delivery
- Only damaged or defective items qualify for return through these delivery methods
- Since most large furniture is delivered via White Glove, this means the majority of Ashley online furniture purchases are effectively non-returnable
Return details (in-store):
- Policy varies by franchise location
- Many franchise stores charge up to 25% restocking fee
- Restocking fee often waived if exchanging for equal or greater value
- Some locations only offer store credit, not cash refunds
Non-returnable items:
- Final-sale and clearance items
- Special orders
- Monogrammed or personalized items
- Mattresses (governed by manufacturer warranty)
Pros
- ✓30-day window for standard shipping (small items) is standard
- ✓Exchanges accepted with restocking fee waiver at many franchise locations
- ✓Damaged/defective items: report within 3 business days for full coverage
- ✓Large retail footprint makes in-store returns possible
Cons
- ✗White Glove Delivery items (most furniture) are NOT returnable unless damaged or defective
- ✗30-day online return window effectively only applies to small, standard-shipping items
- ✗Up to 25% restocking fee at franchise stores — one of the highest
- ✗Shipping, delivery, and handling are non-refundable
- ✗In-store policy varies by franchise — call ahead to confirm
- ✗Special orders and clearance are final sale
🚨 Ashley's White Glove Delivery return trap
The most important thing to understand about Ashley's return policy: if your furniture is delivered via White Glove Delivery or Doorstep Delivery (which covers the vast majority of large furniture items), non-damaged items cannot be returned. The 30-day return window only applies to Standard Shipping (smaller items shipped by common carrier). This means a $2,000 sectional sofa delivered and set up in your living room is effectively non-returnable unless there's damage or a defect. Read the delivery method carefully at checkout.
Pottery Barn
Pottery Barn (part of Williams-Sonoma, Inc. alongside West Elm and Crate & Barrel) sells mid-to-high-end furniture with a 30-day return window. However, Quick Ship upholstery (their most popular sofa category) only gives you 7 days to initiate a return — one of the shortest windows in the industry for a product you might spend $2,000 on.
Return details:
- 30 days from receiving your order
- 7 days for Quick Ship upholstery
- Furniture returns must be initiated by phone at 1.888.922.4119
- Non-furniture items can be returned to your local store for free
- UPS return label can be printed from the website for smaller items
- Items must be in original condition; delivered unassembled must be returned unassembled
- Cash/check refunds over $100 are issued as a corporate check (14 business days)
Non-returnable items:
- Monogrammed items
- Made-to-order and custom furniture
- Custom rugs
- Mattresses
- Gift cards
- Final sale items (prices ending in $.X7 or $.X9)
- Items damaged through normal wear and tear
- Delivery fees are non-refundable
Pros
- ✓30-day window is standard
- ✓Free in-store returns for non-furniture items
- ✓UPS return labels available online for smaller items
- ✓Part of Williams-Sonoma family with consistent policies across brands
Cons
- ✗7-day window for Quick Ship upholstery is extremely short
- ✗Furniture returns require calling customer service — no online process
- ✗Custom and made-to-order items are non-returnable
- ✗Delivery fees are not refunded
- ✗Large furniture items cannot be returned to stores
- ✗Refunds over $100 for cash/check purchases are mailed as corporate checks
Crate & Barrel
Crate & Barrel requires you to contact them within 7 days of delivery or pickup to initiate a return, though you then have 30 days to actually return the item. This two-step process catches people off guard — if you don't call within 7 days, you may lose your return window entirely.
Return details:
- Contact within 7 days of delivery/pickup to initiate return
- Item must be returned within 30 days of initiation
- Items must be in good condition; 25%+ restocking fee for items not in good condition
- Online orders can be returned to stores or shipped back
- Proof of purchase required (receipt, gift receipt, eReceipt, packing slip, order number, or registry number)
- Stock orders can be cancelled for full refund prior to delivery or pickup
- Cash refunds limited to $100 in-store; balance mailed as corporate check
Non-returnable items:
- Custom and special orders
- Items outside the return window or in poor condition
Pros
- ✓Stock orders can be cancelled for full refund before delivery
- ✓In-store returns accepted for online orders
- ✓Exchanges accepted within the same return window
- ✓Registry items follow the same policy with proof of purchase
Cons
- ✗7-day contact requirement is easy to miss
- ✗25%+ restocking fee if item isn't in 'good condition'
- ✗Condition assessment is subjective — inspectors can be strict
- ✗Custom and special orders are completely non-returnable
- ✗Cash refunds over $100 are mailed as checks
⚠️ The 7-day contact rule is strict
Crate & Barrel's policy states you must contact them within 7 days of receiving your item to start a return. This is not the same as having 7 days to return it — you're just starting the process. But if you miss this 7-day window, Crate & Barrel may deny your return entirely, even if the 30-day return period hasn't passed. Set a reminder immediately after delivery.
West Elm
West Elm shares the same parent company (Williams-Sonoma, Inc.) as Pottery Barn and Crate & Barrel, and their return policies are nearly identical. The key difference: West Elm outlet stores do not accept returns of any kind — a detail that catches many shoppers off guard.
Return details:
- 30 days from receiving your order
- 7 days for Quick Ship upholstery
- Furniture returns by phone at 1.888.922.4119
- Non-furniture items can be returned to stores
- UPS return label available on the website
- Items must be in original, undamaged condition with packaging
Non-returnable items:
- Monogrammed and personalized items
- Made-to-order items (custom rugs, custom furniture)
- Mattresses
- Gift cards
- Final sale items (prices ending in $.X7 or $.X9)
- Items damaged through normal wear and tear
- Anything purchased at West Elm outlet stores
Pros
- ✓30-day standard window
- ✓Free in-store returns for non-furniture items
- ✓Part of Williams-Sonoma family — consistent with Pottery Barn/Crate & Barrel
Cons
- ✗West Elm outlets: no returns whatsoever
- ✗7-day window for Quick Ship upholstery
- ✗Custom/made-to-order items are final sale
- ✗Delivery fees are non-refundable
- ✗Large furniture cannot be returned to stores
🚨 West Elm outlets are final sale
If you buy furniture at a West Elm outlet store, every single item is final sale — no returns, no exchanges, no exceptions. This is different from regular West Elm stores. The outlet price discount comes with zero return protection.
Bob's Discount Furniture
Bob's Discount Furniture has the most restrictive return policy in this comparison. Once you accept delivery and sign off that the furniture is in acceptable condition, returns are generally not accepted. This makes Bob's a high-risk choice for anyone uncertain about their purchase.
Return details:
- No standard return policy after delivery acceptance
- Visible damage, defects, or wrong items must be reported immediately at delivery
- Post-delivery issues are assessed by Bob's support team on a case-by-case basis
- You can cancel your order for a full refund at any time up until the day of delivery or pickup
- Custom orders and bedding/linens are non-refundable
What about the "Goof Proof" protection plan?
- Bob's sells a "Goof Proof" protection plan for additional cost
- This is a damage protection plan, not a return policy
- It covers accidental stains, rips, burns, and pet damage
- It does NOT cover buyer's remorse or "I don't like it" returns
- Mattress returns: available within 90 days (refund minus original delivery fee)
Pros
- ✓Order cancellation is free until the day of delivery
- ✓90-day mattress return window is decent
- ✓Low prices may offset the risk of no returns
- ✓Goof Proof plan covers accidental damage
Cons
- ✗No returns after you accept delivery — period
- ✗You must inspect everything at the delivery door
- ✗Post-delivery issues require a support assessment (no guaranteed resolution)
- ✗Custom orders are completely non-refundable
- ✗Goof Proof is damage protection, not a satisfaction guarantee
- ✗If you discover issues after the delivery team leaves, you're at the company's mercy
⚠️ Inspect everything before signing at delivery
With Bob's, the moment you sign the delivery acceptance form, you own that furniture. Before signing: check every surface for scratches, test every drawer and hinge, verify the color matches what you ordered, sit on every cushion, and inspect the underside of upholstered pieces for staples or tears. Once you sign, the burden of proof shifts to you.
Ethan Allen
Ethan Allen sells premium furniture through Design Centers and online. Their 10-day return window is one of the shortest in the industry for high-end furniture, and the 15% restocking fee applies to all returns. On a $3,000 sofa, that's a $450 penalty for changing your mind.
Return details:
- 10 days from receipt — one of the shortest windows available
- Items must be in new condition
- 15% restocking fee on all returns (25% on wallcoverings)
- Higher fees if the item is not in new condition
- UPS items: return by mail
- Premier In-Home Delivery items: call 1.888.324.3571 within 10 days; pickup scheduled within 10-30 days
- Premier In-Home items cannot be returned to Design Centers — pickup must be scheduled
- Customer pays return shipping; shipping charges are non-refundable
- Refund processing: 1-2 weeks
Non-returnable items:
- Mattresses, foundations, box springs
- Direct-wire lighting (including chandeliers)
- Custom-made and custom-finished items
- Custom-cut fabrics
- Custom artwork and mirrors
- Clearance items
Pros
- ✓Premium quality furniture with design consultant support
- ✓Clear and specific return policy — no ambiguity
- ✓Premier In-Home Delivery includes setup and placement
Cons
- ✗10-day window is extremely short for furniture evaluation
- ✗15% restocking fee is steep — $450 on a $3,000 sofa
- ✗Customer pays return shipping on top of restocking
- ✗In-home delivery items can't be returned to stores
- ✗Long list of non-returnable categories
- ✗Refund takes 1-2 weeks to process
Raymour & Flanigan
Like Bob's Discount Furniture, Raymour & Flanigan does not accept returns on delivered furniture once you've accepted it. The only exception is their Free Shipping (smaller) items, which have a 72-hour return window. This policy makes Raymour & Flanigan one of the riskiest furniture retailers for uncertain buyers.
Return details:
- No returns on delivered and accepted furniture
- 72 hours for "Free Shipping" items (smaller items shipped via carrier)
- 10% restocking fee on area rugs
- Assembled or modified items are ineligible for any returns
- You can cancel your order for a full refund at any time before delivery or pickup
- Damaged furniture: notify the delivery team immediately; repair technician sent; replacement offered if unrepairable (at R&F's discretion)
Pros
- ✓Free cancellation before delivery day
- ✓Damage claims handled through repair/replacement program
- ✓Area rugs have a return window (with 10% restocking)
Cons
- ✗No returns on delivered furniture — same as Bob's
- ✗72-hour window on shipped items is almost useless
- ✗Damage resolution is at the company's discretion
- ✗No exchange policy for delivered items
- ✗Once assembled, no returns regardless of condition
Havertys
Havertys gives you just 3 days from delivery or pickup to initiate a return — the shortest explicit return window in this comparison. Their "Reselect" program lets you swap for a different item within that window, but returns after 3 days are not accepted.
Return details:
- 3 days from delivery/pickup to initiate a return or "reselect"
- Pickup orders must be returned to the original pickup location
- FedEx-shipped items: call 1-800-HAVERTY for RMA number, return at authorized FedEx location
- 15% restocking fee on FedEx-shipped items
- Delivery fees are non-refundable
- Refund processed by Havertys Credit Services 10 days after return
Exceptions:
- Does NOT apply to mattresses, adjustable bases, or mattress foundations
- Does NOT apply to floor samples
- Does NOT apply to Clearance Center or Outlet purchases
- Mattress Sleep Guarantee: 30-120 days depending on brand (separate from furniture policy)
Pros
- ✓'Reselect' option lets you swap for a different piece within 3 days
- ✓Clear and straightforward policy
- ✓Mattress Sleep Guarantee extends to 120 days on some brands
Cons
- ✗3-day window is the shortest in this comparison
- ✗15% restocking on FedEx items
- ✗Delivery fees are non-refundable
- ✗No returns on clearance, outlet, or floor samples
- ✗Refund takes 10 days to process after return
✅ Use the 'Reselect' option wisely
Havertys' 3-day window is too short to evaluate furniture comfort, but the "reselect" option is useful if you notice the piece doesn't fit your space or doesn't match your decor. Measure your space carefully before delivery, and have photos of the room ready. If the delivered piece clearly doesn't work, initiate a reselect immediately — don't wait.
Nebraska Furniture Mart (NFM)
Nebraska Furniture Mart (owned by Berkshire Hathaway) operates mega-stores in Omaha, Des Moines, Kansas City, Dallas, and Boise. Their 30-day return window for furniture is standard, but with a unique restriction: ready-to-assemble furniture cannot be returned once the box has been opened.
Return details:
- 30 days for furniture
- 120 days for mattresses
- 14 days for appliances, computers, tablets, and phones
- Must accompany original sales receipt
- Must be in same condition as purchased (complete with accessories, instructions, original box and packaging)
- Returns without receipt: in-store credit only
- In-store returns at the service counter
- Online: call 1-800-336-9136 or use live chat
Non-returnable items:
- Ready-to-assemble furniture once the box has been opened
- Grills that have been used (unopened in original packaging: 30 days)
- Items missing accessories, instructions, or original packaging
Pros
- ✓30-day window is standard
- ✓120-day mattress return window is generous
- ✓In-store returns accepted with no appointment
- ✓Clear and detailed policy on their website
Cons
- ✗Ready-to-assemble furniture is final sale once box is opened
- ✗Must have original receipt (no exceptions — store credit only without it)
- ✗Must be complete with all accessories and original packaging
- ✗Limited geographic footprint (5 metro areas)
Arhaus
Arhaus sells artisan and globally-sourced furniture at premium price points. Their return window is 14 days for stock furniture, which is shorter than most competitors. The 50% restocking fee on clearance items is the highest in this comparison.
Return details:
- 14 days for stock furniture, bath furniture, direct ship, and rugs
- 30 days for non-furniture items
- 60 days for mattresses
- 10% restocking fee on stock furniture and rugs returned for non-defect reasons
- 50% restocking fee on clearance items, custom rugs, and direct-ship artwork if refused or returned after delivery
- Delivery fees are non-refundable (except for manufacturer defect or transit damage)
- Bath products cannot be returned to stores — must work with Client Services Team
- Manufacturer defects and damage must be reported within 14 days
- Cash/check refunds via corporate check (up to 15 business days)
Non-returnable items:
- All clearance items (50% fee if you somehow return one)
- Custom rugs
- Direct-ship artwork
- Earrings
- One-of-a-kind items
- Faux botanicals
- Relics
- Wallpaper
- Installed bath vanities, faucets, and plumbing fixtures
Pros
- ✓Stock furniture returns accepted within 14 days
- ✓60-day mattress return window
- ✓Artisan quality with unique, handcrafted pieces
Cons
- ✗14-day window for furniture is short
- ✗10% restocking fee on stock furniture even for legitimate returns
- ✗50% restocking on clearance/custom items is punitive
- ✗Very long list of non-returnable categories
- ✗Bath products require Client Services — no store returns
- ✗Refund checks take up to 15 business days
Restoration Hardware (RH)
RH sells luxury furniture at the highest price points in this comparison (a single sofa can run $5,000-$15,000). Their 30-day return policy is standard, but large furniture items cannot be returned to physical stores — you must contact customer service to arrange a pickup.
Return details:
- 30 days from delivery date with proof of purchase
- Items must be in original packaging
- Large furniture (sofas, dining tables, bedroom sets) cannot be returned to stores
- Contact customer service to arrange pickup for large items
- Delivery fees are non-refundable for opened mattresses and foundations
- Special orders require a 50% non-refundable deposit
Non-returnable items:
- Clearance items
- Opened mattresses and foundations
- Customized and monogrammed items
- Special orders (50% deposit is non-refundable)
- RH outlet purchases (all final sale)
Pros
- ✓30-day window is standard
- ✓Luxury quality with design gallery experience
- ✓Clear policy on their website
Cons
- ✗Large furniture cannot be returned to stores — pickup must be arranged
- ✗Customer pays return shipping
- ✗50% non-refundable deposit on special orders
- ✗RH outlet purchases are all final sale
- ✗Opened mattresses/foundations: delivery fee not refunded
- ✗Inspection-based approval means condition disputes are possible
🚨 RH special orders are risky
If you order a custom piece from RH (non-standard fabric, finish, or configuration), you'll pay a 50% non-refundable deposit. If you cancel or return it, you lose that deposit. On a $10,000 custom sofa, that's $5,000 gone. Only order custom from RH if you're certain about the choice.
The Assembly Question: Can You Return Furniture You've Already Built?
This is the single biggest source of confusion in furniture returns. You buy a bookshelf, spend three hours assembling it, realize it's the wrong size for your space, and then discover that most stores won't take it back.
| Store | Assembled Return Policy | Original Packaging Required? | Condition Requirement |
|---|---|---|---|
| IKEA | Yes — 180 days (365 for members) | No (but helpful) | Clean, resalable, not modified or damaged |
| Wayfair | No — must disassemble | Yes | Original condition |
| Ashley Furniture | Exchange only at many locations | Preferred | New, unused |
| Pottery Barn | No — return unassembled | Yes for shipped items | Original condition |
| Crate & Barrel | Yes, if in good condition | Preferred | Good condition (25% fee otherwise) |
| West Elm | No — return unassembled | Yes for shipped items | Original, undamaged |
| Bob's Discount | No returns after acceptance | N/A | N/A |
| Ethan Allen | Yes, if in new condition | Preferred | New condition (15% fee) |
| Raymour & Flanigan | No — assembled = ineligible | N/A | N/A |
| Havertys | Yes, if original condition | Preferred | Original condition (3-day window) |
| NFM | No — RTA boxes cannot be opened | Required | Complete with all accessories |
| Arhaus | No for installed items | Preferred | Good condition (10% fee) |
| RH | Must be in original packaging | Yes | Original packaging, no damage |
✅ The 'wait before you build' rule
For any furniture retailer other than IKEA, do not assemble the piece until you're certain you want to keep it. Open the box, check the color and finish against your room, verify all parts are included, and make sure it fits the intended space. Only then start building. If anything is wrong, initiating a return before assembly is dramatically easier and cheaper.
Custom and Made-to-Order Furniture: Almost Never Returnable
Custom furniture — non-standard fabrics, special finishes, made-to-order pieces — is a major category at Pottery Barn, West Elm, Crate & Barrel, Ethan Allen, and RH. Virtually none of these retailers accept returns on custom orders.
| Store | Custom Order Return Policy | Non-Refundable Deposit | Typical Lead Time |
|---|---|---|---|
| IKEA | No custom furniture (countertops: no returns) | N/A | N/A |
| Wayfair | Personalized items non-returnable | Full payment upfront | Varies by item |
| Ashley Furniture | Special orders non-returnable | Varies by store | 6-12 weeks |
| Pottery Barn | Made-to-order furniture and rugs: no returns | Full payment at order | 8-12 weeks |
| Crate & Barrel | Special orders: non-returnable | Varies | 8-14 weeks |
| West Elm | Made-to-order: no returns | Full payment at order | 8-12 weeks |
| Bob's Discount | Custom orders non-refundable | Varies | Varies |
| Ethan Allen | Custom-made/finished: no returns | 50% deposit | 8-16 weeks |
| RH | Special orders: 50% deposit lost | 50% non-refundable | 10-16 weeks |
🚨 Free fabric swatches exist for a reason
Before ordering custom furniture, request free fabric swatches or finish samples from the retailer. Pottery Barn, West Elm, Crate & Barrel, and RH all offer complimentary swatch programs. Testing the actual material in your home's lighting eliminates the most common reason for custom furniture regret — the color looked different online.
The Delivery Inspection Checklist
For retailers like Bob's Discount Furniture, Raymour & Flanigan, and Havertys, the moment you accept delivery is the moment your return window closes (or shrinks to 3 days). Here's what to do at the delivery door:
Before the delivery team leaves:
- Check every surface. Run your hand across tabletops, countertops, and shelves. Look for scratches, chips, dents, or discoloration that weren't visible in photos.
- Test every moving part. Open and close every drawer, door, and hinge. Test reclining mechanisms. Extend dining tables to their full length.
- Verify the color and finish. Compare the delivered piece to your order confirmation. Color mismatches are common, especially with wood tones and upholstery.
- Check the upholstery thoroughly. Run your hands across every cushion and panel. Look for loose threads, uneven stitching, stains, or fabric pulls. Check the underside for exposed staples or tears.
- Verify the dimensions. Measure the piece against the listed dimensions on your order. Manufacturing variances happen.
- Check for missing parts. Count every leg, every screw, every shelf. Missing hardware means you can't properly use or assemble the piece.
- Photograph everything. Take photos of the piece from every angle before the delivery team leaves. If there's damage, photograph it specifically and note it on the delivery receipt.
- Note damage on the delivery receipt. If you find any issue, write it on the delivery receipt before signing. This is your legal proof that the damage existed at delivery.
⚠️ Don't let delivery teams rush you
Delivery teams are often on tight schedules and may pressure you to sign quickly. Take your time. You're making a purchase worth hundreds or thousands of dollars — a 10-minute inspection is reasonable and your right as a consumer. If the team refuses to wait, note "did not allow inspection time" on the receipt before signing.
Mattress Return Policies at Furniture Stores
Since many furniture retailers also sell mattresses, here's a quick comparison of their mattress-specific policies, which often differ from their general furniture returns:
| Store | Mattress Return Window | Exchange or Refund? | Conditions |
|---|---|---|---|
| IKEA | 90 days (exchange only, one time) | Exchange only — no cash refund | Must be in clean, usable condition |
| Wayfair | 100-night trial | Full refund | Free return pickup included |
| Ashley Furniture | Manufacturer warranty | Warranty claim only | Governed by mattress manufacturer |
| Bob's Discount | 90 days | Refund minus delivery fee | Refund less original delivery charges |
| Havertys | 30-120 days (brand dependent) | Sleep Guarantee — reselect | Varies by mattress brand |
| NFM | 120 days | Full return | Must have receipt, in good condition |
| Arhaus | 60 days | Full return | Standard conditions apply |
| RH | No returns on opened mattresses | N/A — final sale once opened | Delivery fee non-refundable |
The Bottom Line
IKEA is the clear winner for return-friendly furniture shopping. With 365 days for unopened items, 180 days for assembled products, zero restocking fees, and no original packaging requirement, IKEA gives you more time and flexibility than any other furniture retailer. If return policy flexibility is a top priority, IKEA should be your first choice.
For 30-day windows (Wayfair, Pottery Barn, Crate & Barrel, West Elm, NFM, Ashley, RH), the policies are similar but the details matter:
- Crate & Barrel has the strictest initiation requirement (7 days to contact)
- Pottery Barn and West Elm limit Quick Ship upholstery to 7 days
- NFM bans returns on opened ready-to-assemble boxes
- Ashley allows returns only on standard-shipped items; White Glove Delivery items are non-returnable unless damaged
For "no returns after acceptance" stores (Bob's Discount Furniture, Raymour & Flanigan), you must be absolutely certain before accepting delivery. These policies put all the risk on the buyer.
Havertys (3 days) and Ethan Allen (10 days, 15% fee) offer very short windows that make thoughtful evaluation nearly impossible.
Our recommendations:
- Best for flexibility: IKEA (180-365 days, assembled OK, no fees)
- Best premium option: Pottery Barn / Crate & Barrel (30 days, but watch the 7-day rules)
- Best online-only: Wayfair (30 days, but budget for return shipping)
- Best for budget buyers willing to accept risk: Bob's Discount Furniture (lowest prices, but no returns)
- Avoid if you might change your mind: Raymour & Flanigan, Bob's (no returns after acceptance)
For the complete return policy details on any furniture store, check our full policy pages: IKEA | Wayfair | Pottery Barn | West Elm | Ethan Allen
Last updated: March 30, 2026. Policies change frequently — always verify directly with the retailer before purchasing.