Wayfair’s Return Policy on Outdoor Furniture and Home Decor

Wayfair is an online retailer that specializes in décor, home improvement, and home furnishings products. Almost everything you might need for a cozy makeover. But with returns making nearly 19% of customer complaints, it’s important to understand how Wayfair’s return policy works. 

Is it easy to return items to Wayfair? Is it possible to make an exchange? This article answers these and more questions. It also refers to customer reviews to highlight common issues when returning products to Wayfair.

Key Insights

• In 2024, Wayfair generated $11.8 billion in revenue but reported a net loss of $492 million compared to the previous year.
• While customers appreciate the wide selection of products, there are numerous Wayfair complaints across different online review platforms.
• On PissedConsumer.com, 18.54% of Wayfair complaints are about returns, and 10.65% are about refunds.

What Is Wayfair’s Return Policy?

Wayfair’s return policy allows returns on most items within 30 days of delivery. However, they must be in their original and undamaged condition. If an order was delivered disassembled, it must be returned in the same disassembled condition. 

Wayfair also recommends that you return products in their original packaging. If the packaging is too damaged, you may use a similar box, but it should not be longer than 108 inches.

Source: wayfair.com

Wayfair indicates on their website that “returns are seamless and easy”. However, Wayfair reviews reveal that customers have varying experiences when returning items. While some have an easy experience, others report that it’s frustrating.

For example, in review #6271455, the customer commended one of the customer representatives for helping them return a couch seamlessly. She wrote, 

Joy, the manager, helped me out with a return of a couch that was ordered too big for my room. She was extremely professional and kind.

In contrast, another reviewer tells a different story. The customer shared that they endured five failed pick-up attempts, missing work and canceling vacation plans each time. Despite these efforts, Wayfair’s customer service still failed to resolve the issue or facilitate the return.

What Are Exceptions to Wayfair’s Return Policy

According to the Wayfair return policy, the following categories of products are non-refundable:

• Clearance items
• Gift cards
• Open box
• Made-to-order or personalized items
• Bundled items sold at a discounted price (unless you return the entire bundle)
• Items marked as non-returnable on the sales page
• Live plants
• Swatches
• Large appliances once opened
• Hazardous items such as flammable liquids, matches, compressed gas, lighters, and propane tanks.

Also, there are exceptions to the standard Wayfair return period, with some products having a longer return period. 

For example, the Wayfair Mattress return policy allows a 100-night free trial. If you are not satisfied with your mattress, you can return it within the first 100 nights, either for a store credit or a refund to your original payment method. However, a $49-$99 return fee is charged on the refund.

Wayfair also has an extended return policy for holiday purchases. Whereby items purchased between November 1 and December 31 have up to January 31st to be returned.

How to Return Items at Wayfair?

You can return an item to Wayfair either in-store or online. Below is an overview of the Wayfair return process for each option.

In-store returns

To return in-store-bought items, bring them to a Wayfair return center near you in their original packaging. Ensure that you bring your receipt since the company requires proof of purchase when returning orders.

The company also notes that they do not accept in-store returns for items exceeding 108 inches in length or weighing more than 150 pounds. 

Online returns

There are two methods for making a Wayfair return online, depending on whether the item was delivered via UPS, FedEx, or a special carrier. Either way, you have to initiate the return online. 

Here are the steps to do so:

1. Log in to your account.
2. Under “My Orders,” identify and select the item you wish to return.
3. Complete the online return form.
4. Select your preferred return and refund method.
5. Check your inbox for the return confirmation and shipping label.

If the items were delivered via UPS or FedEx, print the shipping label, attach it to the package you are returning, and bring it to a nearby drop-off location. Alternatively, you can reach out to a FedEx service agent to schedule pickup.

On the other hand, for large, heavy, or fragile products that were delivered through a special carrier, contact Wayfair to coordinate pickup at a time of your convenience.

In review #6369850, the customer complained about the Wayfair online return policy. They were disappointed that they had to pay a return shipping fee for an item that they were sending back because it had arrived damaged. As a result, they were considering cancelling their Wayfair account.

Wayfair’s Refund Policy and Replacements Process

According to the Wayfair refund policy, it takes up to 14 business days for the items to be received, inspected, and for a refund to be processed. If it meets the eligibility criteria, you will receive an email with confirmation. 

Source: wayfair.com

The email will indicate the exact refund amount and whether it was deposited to your original payment method or you were issued with a store credit. Note that delivery and shipping fees are not refundable. 

A refund takes 3-5 business days to reflect on your end, but may take longer depending on your original payment method’s processing time. 

Source: wayfair.com

The Wayfair exchange policy does not allow for direct exchange of items. However, you can make a return for a store credit or a refund to your payment method, and then place a new order for the product you want.

A common complaint customers have about the Wayfair returns is poor customer service. Many customers struggle to get help when facing issues with returns. For example, in one review, the customer described having difficulty reaching a customer service representative.

Called the # and was put on hold FOREVER, then hung up on never speaking to a soul.

Although they eventually got through, the customer representative was not helpful. The customer further explained, 

Finally got to speak to an actual person who had no interest in resolving anything. Did not want to refund my money, did not want to send the right product, only had excuses, but very good at quoting "policy".

Return Iteams to Wayfair with Ease

The Wayfair return policy allows customers 30 days from the delivery date to return most items. According to their website, the return process is easy, whether done online or in-store. 

While some customers report an easy time returning orders, Wayfair reviews reveal that most customers experience difficulties. Some commonly reported consumer issues include failed pickups, denied returns, and refused refunds. 

What has been your experience with Wayfair returns? Share your experience on PissedConsumer.com to help other customers make smart buying decisions.