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Manufacturer Warranty

Do you cover products that were not purchased at one of our stores? Do you cover a product that was given to me as a gift?

Warranty and protection coverage is generally available only for items purchased through an authorized Ashley retailer and is intended for the original purchaser of the product.

Items Purchased Elsewhere

If your item was not purchased from an Ashley store or an authorized retailer:

  • It is not covered under Ashley's manufacturer warranty
  • Protection plans do not apply to items bought from third-party sellers, resale sites, or "as-is" purchases

Gifted Items

If your furniture was received as a gift:

  • Coverage depends on the original purchase through an authorized retailer
  • Warranty or protection benefits are still tied to the original buyer and purchase record

Helpful Reminder: Warranty and protection plans are designed to support furniture that is purchased new from an authorized Ashley retailer and registered and supported under the original sales order. If you're unsure about your item's eligibility, we're happy to help review your details and point you in the right direction.

How long does the manufacturer warranty cover my product?

Your furniture is covered by a 1-year limited manufacturer's warranty, which begins on the original date of delivery. This warranty applies to manufacturer defects only.

What's Included During the 1-Year Warranty

  • Repairs or service are provided at no cost for confirmed manufacturer defects
  • Service may include: replacement parts, or repairs performed by a certified technician
  • Repaired items remain covered for the remainder of the original warranty period

Important Guidelines

  • Items must remain at the original delivery location to stay eligible for service
  • All claims are reviewed to confirm the issue is a manufacturer defect
  • If the item can be repaired, a replacement or reselection may not be offered
  • Proof of purchase (receipt) is required

If a Replacement Is Needed

  • The manufacturer may choose to repair or replace the item
  • If a replacement does not match the rest of your set, a one-time reselection option may be offered for the remaining pieces
  • A 25% restocking fee may apply, and reselection must be completed within 72 hours

Additional Notes

  • Warranty applies only to the original purchaser and delivery address
  • Not valid for commercial, rental, or non-residential use
  • Certain items (such as lamps, rugs, accessories, and fire pit tables) are not included

Helpful Reminder: The manufacturer's warranty is designed to address defects from production, helping ensure your furniture meets quality standards during the first year of use.

Are items covered under warranty if I move it from the original delivery address?

Manufacturer warranty coverage applies only to items that remain at the original delivery location where they were first delivered.

How Moving Affects Warranty Coverage

Coverage may be affected if the item is:

  • Moved to a different home or address
  • Relocated to another room or floor within the same home
  • Transported after the original delivery has been completed

In these cases, the manufacturer warranty is typically no longer valid.

Exception – Mattresses

The only exception is mattresses purchased from Ashley, which may still retain manufacturer warranty coverage even if moved to a new address.

Helpful Reminder: Warranty coverage is based on the original delivery conditions, as proper handling and setup are part of the manufacturer's responsibility for ensuring product integrity.

Are customer caused damages covered under manufacturer warranty?

No. The manufacturer's warranty only covers factory or material defects and delivery damages. It does not cover damage caused by the customer after delivery.

If the Damage Was Customer-Caused

If the issue was caused by accident, misuse, or normal household activity, it is not eligible under the manufacturer's warranty.

In these cases:

  • If the item is within the 1-year manufacturer warranty, we can still review it for possible defect-related coverage if applicable or may be able to offer courtesy replacement parts.
  • If the item is outside the 1-year warranty or clearly customer-caused damage, you may be directed to the Life Happens extended protection team (if a protection plan was purchased).

Helpful Reminder: Manufacturer warranties are designed to protect against defects from production, not accidental or incidental damage after delivery.

An item is damaged/defective and under warranty. What should I do/expect?

If your item is within the 1-year limited manufacturer warranty (starting from the original delivery date), we're here to help resolve manufacturer defects quickly and efficiently. To report a damaged/defective item, please go to www.ashleyne.com/support-request

What the Warranty Covers

The manufacturer's warranty applies only to factory or material defects or delivery issues, such as issues with workmanship or structural components. (Items like lamps, rugs, accessories, and fire pit tables are not included.)

What to Expect During the Warranty Process

If your item is eligible for review:

  • We will assess the issue to confirm it is a manufacturer defect
  • If approved, we will provide service at no cost to you during the warranty period
  • Service may include: replacement parts, or repairs completed by a certified technician

Important Service Guidelines

  • Items must remain at the original delivery location for service
  • If the item can be repaired, a replacement or exchange may not be offered
  • Each claim is reviewed to confirm the type and cause of damage
  • Repaired items remain covered for the rest of the original 1-year warranty period

If Replacement Is Required

In some cases, a replacement may be necessary:

  • Ashley may choose to repair or replace the item at its discretion
  • If a replacement does not match your existing set, a one-time option may be offered to replace the remaining matching pieces
  • This option may include a 25% restocking fee, and selection must be made within 72 hours

Important Notes

  • Warranty applies only to the original purchaser and delivery address
  • Proof of purchase is required for all claims
  • Warranty does not apply to commercial, rental, or non-residential use
  • Additional limitations may apply based on product type and condition

Our goal is to ensure your furniture is fully functional and enjoyable, while following manufacturer guidelines to provide the most appropriate resolution for your situation.

Can I receive compensation for a damaged/defective item?

Our primary goal is to resolve any issues with your furniture quickly and effectively, rather than provide compensation. As part of our standard policy, compensation is typically not offered for damaged, defective items, or delivery delays.

How We Help Resolve the Issue

We focus on solutions such as:

  • Repairing the item
  • Replacing the item (if needed)
  • Offering service support based on warranty coverage

"As-Is" Option

If you prefer to keep the item without repair or replacement, we may be able to offer an "as-is" discount:

  • Typically ranges from 10–15% of the item's purchase price
  • Applies only to the specific item(s), not the entire order
  • Acceptance will void the remaining 1-year manufacturer's warranty on that item

Important Timing

  • You will have 72 hours to review and accept the offer once it is sent
  • If no response is received within that timeframe, the offer will expire

What is covered under limited warranty?

The limited manufacturer's warranty covers material and manufacturing defects under normal household use. Coverage varies by product component and timeframe. Below is a helpful overview of what is typically included:

Warranty Coverage by Component

  • Frames (Upholstered & Leather Products): Limited Lifetime Warranty (frame structure), 1 year labor coverage
  • Springs & Webbed Seating Systems: 5 Year Limited Warranty, 1 year labor coverage
  • Recliner Mechanisms: 5 Year Limited Warranty, 1 year labor coverage
  • Sleeper Mechanisms: 3 Year Limited Warranty, 1 year labor coverage
  • Sleeper Mattress: 3 Year Limited Warranty (prorated after year 1), 1 year labor coverage
  • Cushioning (Attached & Loose Cushions): 1 Year Limited Warranty. Note: Cushion softening over time is considered normal use
  • Leather & Upholstery Fabric: 1 Year Limited Warranty. Covers manufacturing issues such as seam defects or material flaws
  • Top of Bed (comforters, pillow shams, etc.): 30 Day Limited Warranty
  • Finishes & Other Furniture Products (tables, chairs, beds, dressers, etc.): 1 Year Limited Warranty

What the Warranty Provides

  • Repair or replacement of defective parts (at the manufacturer's discretion)
  • Coverage for labor and shipping costs within the first year
  • After the first year, labor and transportation costs may become the customer's responsibility
  • Replacement materials may vary slightly due to natural differences (such as fabric dye lots or leather variations)

Important Notes

  • The warranty covers defects only — not normal wear and tear
  • Items must be used under normal household conditions
  • Coverage applies only to the original delivery location
  • Any repaired or replaced item is covered for the remainder of the original warranty period
  • Refunds are not provided under the manufacturer's warranty

Helpful Reminder: Natural characteristics in materials like leather (such as variations in color, wrinkles, or markings) are expected and are not considered defects. Proper care and maintenance will help extend the life of your furniture and keep it within warranty guidelines.

What are my options if my item is out of warranty?

If your item is outside of the manufacturer's warranty period (typically one year from delivery), coverage for repairs or damages may no longer apply. However, we still want to help and provide options whenever possible.

Available Options

1. Courtesy Parts (When Eligible)

In some cases, we may be able to offer replacement parts at no cost as a one-time courtesy.

  • Availability depends on the item and part (must not be discontinued)
  • Requires leadership approval
  • A serial number is needed to process the request
  • Courtesy parts are generally not available beyond one year from delivery

2. Purchase Replacement Parts

If courtesy parts are not available, you may still be able to purchase replacement parts:

  • Visit one of our showroom locations for assistance
  • Parts must be available through the manufacturer
  • A team member can help confirm availability and pricing

Helpful Tip: Having your serial number and order details ready will help speed up the process and ensure we can explore all available options for you.

Issues with adjustable bases

If basic troubleshooting does not resolve the issue, you will need to contact the manufacturer directly for further assistance. Adjustable bases are not serviced directly by Ashley.

Manufacturer Support

Depending on your product, please contact the appropriate manufacturer:

Before You Call

To help speed up support, please have the following ready:

  • Be near your adjustable base
  • Have your remote control available
  • Locate your serial number (typically found on the back of the remote or base)

Important Notes

  • Service requests for adjustable bases must be handled directly by the manufacturer
  • Preference reselections are not available for box springs, foundations, or adjustable bases

Helpful Tip: Having your product details ready when you call will help the manufacturer assist you more quickly and efficiently.