Brynne Conroy | 

Untangling the Wayfair Return Policy the Easy Way

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There’s no getting around it: the Wayfair return policy is not great. I’ve had to navigate it more than once after I made purchases that just didn’t pan out. To my surprise, I discovered that Wayfair has a long list of non-returnable items — along with many exceptions and sub-policies that apply only to certain items.

Since I’ve shopped so many Wayfair deals and sales (like their Way Day event), I’m here to share what I’ve learned about the Wayfair return policy. I’ll share what to do if something arrives damaged or defective. And whether or not you can return their Open Box items.

To help make your experience easier than mine, I broke down the Wayfair Return Policy into easy-to-understand terms, with all the most important stuff you need to know. Once you learn all the ins and outs, you might decide that you’d rather shop at one of the stores with the best return policies instead.

For more smart shopping tips and savings hacks, download the Krazy Coupon Lady app. We’ll alert you to any Wayfair coupons, and you’ll also find deals for higher-end retailers (and maybe even a rare Pottery Barn coupon).

1. How long do I have to return an item to Wayfair?


Wayfair gives you 30 days to return your item, and the clock starts on the date of your delivery. They do require you to return the item in its original packaging.

But it isn’t quite as simple as just remembering the 30-day rule. Wayfair has many caveats to their return policy, and there are a lot of items you can’t return. Ever.

Since the Wayfair Return Policy is not overly generous, it’s important to really think about your purchase before you pay — and to know what you’re getting into.

Related: In the battle of Wayfair vs. Overstock, whose flash sale wins?

2. What is Wayfair’s return policy for damaged or defective items?

Woman talking on the phone with computer on her lap

If your order arrives damaged or defective, you have 30 days from the date of delivery to report the problem (I recommend taking photos of the damage right away). You can also reach out to Wayfair Customer Service if you’re missing a piece of your order — like a table leg, drawer handle, or shelf. They’ll send you a replacement.

Just keep in mind: this flexibility only happens for items that arrived damaged — not for items you accidentally damaged during assembly or in the first month of use.

How to return damaged or defective Wayfair items:

  1. Sign in to your Wayfair Account online.

  2. Select “View All Orders.”

  3. Find the item you want to return and click “Return Item.”

  4. Select “Damaged or Defective.”

  5. Upload any photos (if customer service requests them) to Wayfair’s Incident Portal.

3. What do I need to return an item to Wayfair?


You’ll need all the original packaging to make your Wayfair return. Technically, you can use a new shipping box, but the original Wayfair box is preferred if you still have it on hand.

And now for the bummer — you’ll also need to pay for return shipping in most cases (we cover how much that costs in Tip #12). Then, you’ll need to print your shipping label or arrange for Wayfair to pick your item up if it’s too big to transport in your own vehicle.

4. Can I return an item that I used or assembled?

Nope. You can only return unused, unassembled items to Wayfair. So once you’ve assembled that dining room furniture, it becomes non-refundable — even if you’re within the 30-day window! Even if it doesn’t fit your space.

So always make sure your measurements are right before you put everything together. And keep the original box, too.

5. Can you return Wayfair rugs?

Person pulling a blanket out of a Wayfair box

Rugs fall within the 30-day return window, but you’ll need to send them back exactly how they came. That means the rug must be in the same like-new condition, and you have to return it in its original packaging.

So if you lay your rug out in a high-traffic room and then decide you don’t love it 29 days later, you’ll probably have a hard time returning it. Especially if you wear your shoes inside the house.

However, if you take your rug out of the box, give it one look, and decide it’s not what you thought, you should be able to repackage it and send it back without any trouble.

6. What is the Wayfair mattress return policy?

Long wayfair box at a doorstep

Most Wayfair mattresses come with a 100-night guarantee, so if you decide you don’t want it less than 100 nights later, you can return it or exchange it for free.

As nice as that seems, you can’t return the following types of mattresses, even with the 100-night guarantee:

  • Air Mattresses

  • Crib Mattresses

  • Mattress Toppers

  • Open Box Mattresses

7. What is the Wayfair electronics return policy?

There is not a separate return policy for Wayfair electronics (and yes, they do sell electronics!). All electronics fall under the same 30-day rule, and you can’t return them after you’ve opened or assembled the item. So no returning that toilet seat bidet.

8. Can you return Wayfair Open Box items?

a laptop displaying the open box deals page on wayfair

Wayfair Open Box items are sometimes the deal of a lifetime. The downside? You can’t return them. Ever.

You also can’t return clearance items or anything personalized. So before you buy a customized or on-sale item, make sure it’s definitely something you want to keep.

9. Can you return bundle deals?

Bundle deals on Wayfair (like 5 for $25 Christmas ornaments) can sure be tempting! But don’t let the excitement get the best of you.

Yes, you can return bundled items to Wayfair, but you can’t just return one or two items from a five-piece bundle. You’d have to return all five items to qualify for a refund.

10. Are there restocking fees on large appliances?

There sure are. Restocking fees get charged by the manufacturer, and Wayfair passes those fees onto you.

Always (I repeat, always) inspect large appliances you buy from Wayfair — like refrigerators or washing machines — before you accept their delivery. Once you accept the delivery and plug in the appliance, you won’t be able to return it. The only way you’ll be able to return your appliance is if it arrives damaged.

11. What other exclusions are there for the Wayfair return policy?

There are a few other items you can’t ever return at Wayfair. They include:

  • Gift cards

  • Swatches

  • Live plants

  • Anything marked “non-returnable” on the sale page

12. Are Wayfair returns free?

A printed Wayfair return label

Heck, no. Wayfair makes you pay for return shipping, which will depend on the size and weight of your item. If your order was $35 or under, you can generally expect to pay a return shipping fee of $4.99.

Unfortunately, for all other orders, there’s no easy way to guesstimate the return shipping fee. It varies depending on the weight and size of your item, as well as how far it has to travel to get back to the supplier. Wayfair deducts the shipping costs from your total refund.

You can imagine how quickly this can add up if you’re returning furniture. Reddit is full of horror stories from folks who have been told to pay hundreds simply to ship their return. One user said it would’ve cost more than the purchase price to return a set of barstools.

Related: Check out all our best Wayfair savings hacks.

13. Do you have to pay return shipping for damaged items, too?

Thankfully, there is one exception to the return shipping fee policy. If your item came damaged or defective, Wayfair won’t make you pay for shipping when you return it.

My best advice is to take a picture of the box and the product as soon as it arrives. The quicker you document the damage, the better, since there’s less of a chance you had anything to do with the damage.

If your item was small, you might be issued a free return shipping label for FedEx or USPS. But these services have size limitations. If the item is over 150 pounds or just too bulky, Wayfair will instead have to arrange to pick the item up at your home. Remember to keep it in its original packaging!

14. How is my Wayfair refund issued?

person holding wayfair credit card with homepage and laptop in background

You get to pick between either store credit or a refund via your original method of payment. After Wayfair confirms receipt of your return, you can expect your refund within 10 business days.

15. Can you return Wayfair items in-store?

If you bought the item in-store (they will have their first Wayfair store location in 2024!), you can return it in-store. But you can’t return online purchases in-store.

16. What is the Wayfair holiday return policy?

a person looking at the wayfair website on their macbook

Related: Check out other retailers’ holiday return policies.

17. Is there an extended return window for wedding registries?

In the past, Wayfair had a whole separate return policy for items you received as gifts from a wedding registry (or any other registry). You got a full 90 days to make your returns, as long as the items weren’t clearance or Open Box.

But as of Dec. 31, 2022, the Wayfair Wedding Registry program is no more. Gone with it is that extended return window.

18. How do you contact Wayfair customer service?

Wayfair’s return policy can be frustrating. If you’re looking for some human empathy, try calling Wayfair Customer Service at 844-963-1026 and put your best manners on.

In my experience, you can expect the most return leniency for smaller items you can easily return in good condition. Wayfair will give you less flexibility on large, complicated items such as bed frames, couches, or even barstools.

Have you had any nightmare experiences with Wayfair returns? Tell me all about what happened in the comments below!

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