Cancellation Policy

Sales, Return & Exchange Policy

In our commitment to providing a reliable and transparent shopping experience, the company adopts this policy to regulate sales, delivery, return, and exchange processes.
Placing an order is considered full and final acceptance of all the terms and conditions stated below.

First: Return & Exchange Policy

Before Delivery:

  • Returns or exchanges are available within 14 days from the order date, or within 7 days for items that have not yet been delivered.

  • The request must be submitted at least 3 days before the scheduled delivery date.

  • This does not apply to special/custom orders.

After Delivery:

  • Returns or exchanges are available within 3 days only in case of a manufacturing defect, after inspection by specialists.

  • The company is not responsible for any damage or shortage after the customer signs the delivery authorization.

  • The company is not responsible for items received without installation.

  • All products that require wall mounting are the customer’s responsibility.

  • The company is not responsible for mismatch in dimensions, colors, décor, or available space at the customer’s location.

  • Product images and colors displayed on the website are shown with the highest possible accuracy; however, variations may occur due to screen settings, and exact color matching cannot be guaranteed.

  • Customers must rely on the written product description before purchasing.

  • The company is not responsible if delivery cannot be completed due to space constraints, narrow entrances, staircases, elevators, or if special equipment (such as cranes or lifts) is required. Any such arrangements will be at the customer’s expense.

Non-Returnable / Non-Exchangeable Items:

  • Items sold as display pieces or last pieces.

Refunds:

  • Refunds or cheques are processed within 14 business days from the approval date.

  • The beneficiary’s name must match the name on the invoice.

Second: Delivery & Installation

  • Free delivery and installation (one time) within cities where the company has branches.

  • If the customer fails to be available at the agreed time after the delivery team has departed, rescheduling will be at the customer’s expense.

  • Purchases below SAR 1,480 can be collected from the showroom or warehouse, or a delivery fee of SAR 75 applies within main cities.

  • Delivery appointments are confirmed 48 hours in advance. If there is no response, the appointment will be canceled and rescheduled.

  • The customer must inspect the items upon delivery and record any remarks immediately.

  • The company is not responsible for electrical issues related to sold products.

Third: Payments & Storage

Full Payment:

  • Orders are stored free of charge for 60 days.

  • After that, 20% of the total order value will be deducted.

  • The remaining amount will be converted into a store credit in the customer’s wallet, valid for 6 months.

Partial Payment:

  • If the remaining balance is not completed within 14 days, the order is automatically canceled.

  • The paid amount will be converted into store credit valid for 6 months, with no cash refund.

  • Issuing an invoice via sales team, website, or WhatsApp, and sending it to the customer after review, confirms that the customer has read and accepted all website terms and conditions and fully agrees to them.

Fourth: Special / Custom Orders

  • Custom-made or special orders require a 50% advance payment at the time of contracting.

  • Delivery time may extend up to 180 working days from the contract date.

  • No modification, return, or exchange is allowed for these orders or any of their components.

Fifth: Warranty

  • 1-year maintenance warranty for bedrooms and dining rooms.

  • 5-year warranty on sofa frames.

  • 2-year warranty on foam and springs.

  • Warranty does not cover damages caused by misuse, inappropriate cleaning materials, breakage, burning, or fabric damage as assessed by the company’s specialist.

  • If the customer prefers servicing at the showroom or warehouse, transport costs will be borne by the customer.

  • In case of failure to deliver, the customer is entitled only to a full refund, with no additional compensation.

Sixth: Best Price Guarantee

  • Ashley Riyadh offers a best price guarantee for sofas and price matching for other items within 90 days of purchase.

Seventh: Online Orders & Pricing

  • Final pricing and total cost are confirmed only after successful online payment.

  • If a product or invoice is listed with an incorrect price or inaccurate information due to a technical error, the company reserves the right to cancel the order, notify the customer immediately, and offer the option to proceed with the correct price or cancel the order, with proper notification.