Sales, Return & Exchange Policy

To ensure a reliable and transparent shopping experience, the company adopts this policy to regulate sales, delivery, return, and exchange processes.

Issuing and sending the invoice to the customer—whether through the sales team, the website, or WhatsApp—along with reviewing it, shall be considered an explicit acknowledgment by the customer that they have reviewed, understood, and fully agreed to all terms and conditions stated herein.

 

 


First: Return & Exchange Policy

Before Delivery

  • Customers may request a return within 14 days from the order date or an exchange within 7 days, provided the item has not been received.

  • Return or exchange requests must be submitted at least 3 days before the scheduled delivery date.

  • Exchanges are allowed for items of the same invoice value or higher.

  • This does not apply to custom-made orders (as stated in Clause Four).

After Delivery

  • In case of a manufacturing defect, returns or exchanges are allowed within 2 days after evaluation by the company’s specialists.

  • Customers are kindly requested to inspect products carefully upon delivery and record any observations.

  • Signing the delivery receipt (by the customer or their representative) is considered final confirmation that the items were received in good condition and complete, and no later claims related to damage or shortages will be accepted.

  • If the customer chooses to receive the product without installation, responsibility for product care transfers to the customer.

  • Installation, mounting, and hanging of products are the customer’s responsibility.

  • Customers are responsible for ensuring that selected colors, sizes, and electrical compatibility are suitable for their space.

Non-Returnable / Non-Exchangeable Items

  • Display items sold “as is” are not eligible for return or exchange.

 

 


Refunds

  • Refunds or cheque issuance will be processed within 14 business days from the approval date.

  • The beneficiary's name must match the name stated on the invoice.

 


Second: Delivery & Installation

  • The company provides free delivery and installation (one time only) within cities where company branches are available.

  • Delivery appointments are confirmed 48 hours in advance. If the customer does not respond, the appointment may be canceled or rescheduled based on availability.

  • If the customer is unavailable after the delivery team has dispatched, a second delivery will be charged to the customer.

  • Orders valued below SAR 1,480 may be collected from the showroom or warehouse, or the customer may pay SAR 75 for delivery within main cities.

  • Customers must ensure entrances, stairways, and access points are suitable for the product size.

  • If special lifting equipment or external cranes are required, this will be under the customer’s supervision and at their own expense.

 


Third: Payments & Storage

Full Payment

  • Free storage is provided for 30 days.

  • After 20 days, the order may be canceled, a percentage of the total order value will be deducted, and the remaining balance will be credited to the customer’s wallet as a purchase voucher valid for 6 months.

Partial Payment

  • If the remaining balance is not paid within 14 days, the reservation is automatically canceled.

  • The paid amount will be transferred to the customer’s wallet as a purchase voucher valid for 6 months, with no option for cash refund.

 


Fourth: Custom Orders

  • Custom orders require 50% of the order value to be paid upon contract signing.

  • Delivery time for custom orders is up to 180 business days from the contract date.

  • Custom orders cannot be modified, returned, or exchanged, including materials or fabrics.

 


Fifth: Warranty

  • The company provides:

    • 1-year maintenance warranty for bedrooms and dining rooms

    • 5-year warranty on sofas

    • 5 years on frames, 2 years on foam, springs, and mechanisms

  • Warranty does not cover damage caused by misuse, improper cleaning materials, fire, breakage, or damage determined by the responsible specialist.

  • If the customer collects items from the warehouse or showroom and later requests maintenance, they must return the item to the original pickup location.

  • If delivery cannot be completed for reasons caused by the company, the customer is entitled to a full immediate refund with no further obligations.


Sixth: Best Price Guarantee

  • Riyadh Ashley offers a Best Price Guarantee on sofas and price matching on other items within 90 days of purchase.

  • Mattresses, accessories, and add-ons are sold separately and are not included as part of sofa sets or room prices.

 


Seventh: Online Orders & Pricing

  • Pre-paid and pre-order products are non-returnable and non-exchangeable:
    Placing and completing payment for a pre-order item constitutes the customer’s explicit acknowledgment and acceptance that such items cannot be returned or exchanged under any circumstances. 

  • Final product prices and total costs are confirmed only after successful payment through the website.

  • In case of incorrect pricing or inaccurate information due to technical errors, the company reserves the right to notify the customer immediately and offer:

    • Order confirmation with the correct price, or

    • Order cancellation and refund

  • Product images and colors are displayed as accurately as possible; however, variations may occur due to screen settings, and exact color matching cannot be guaranteed.