ROCO Interiors — Customer Care

Last Updated: September 8, 2026

At ROCO, customer care is not limited to answering product questions before a purchase.

Our team can assist with product selection, customization, order updates, payments, delivery, care guidance, warranty questions and after-sales support.

Because most ROCO furniture is made to order, the right solution often depends on the specific product, order stage, materials, confirmed specifications and applicable policy terms.

Our goal is simple:

Give customers a clear route to the right ROCO team and resolve genuine concerns fairly.

How Can We Help?

Product & Buying Assistance

Contact Customer Care if you need help with:

Product information
Dimensions
Materials
Colour and finish options
Fabric, leather or leatherette
Product configuration
Customization
Delivery availability
Current pricing
Payment terms
Product care
Choosing the right furniture for your space

Where a detail is especially important to your order, please ask us to confirm it in writing before production begins.

Custom & Made-to-Order Furniture

Most ROCO furniture is made after an order is confirmed.

Depending on the product, customers may be able to select or modify:

Dimensions
Materials
Upholstery
Colour
Finish
Storage
Hardware
Configuration
Other approved specifications

Before confirming a custom order, please carefully review the final:

Product
Dimensions
Materials
Colour/finish
Upholstery
Quantity
Price
Advance
Delivery details
Other approved specifications

Once materials or production have been committed, change-of-mind cancellation or return may become limited.

However:

Made-to-order status does not remove ROCO’s responsibility for a genuine manufacturing defect, incorrect product or another verified ROCO failure.

For complete terms, please review our Returns, Cancellations, Repairs & Refunds Policy.

Existing Order Support

Already placed an order?

Customer Care can help with:

Order confirmation
Production-status questions
Payment clarification
Remaining balance
Approved specification checks
Delivery coordination
Contact-detail updates
Other pre-delivery enquiries

When contacting us, please provide your:

Invoice or order number, if available
Name
Phone number used for the order
Product name

If you cannot locate your invoice/order number, contact us with the details you remember and we will try to assist with verification.

Changes After Order Confirmation

If you need to request a change after confirming an order, contact ROCO as early as possible.

A requested change may affect:

Product price
Materials
Production time
Advance requirement
Delivery estimate
Already committed material costs

A requested change only becomes part of the order after ROCO confirms it in writing.

Changes may no longer be possible after the relevant materials or manufacturing stage has been completed.

Payment Support

ROCO’s normal made-to-order payment structure is generally:

40% advance to confirm a standard order, with the remaining balance payable before dispatch, unless different written terms apply.

Larger, commercial, material-intensive or specialized orders may use a different advance or milestone-payment arrangement.

The payment schedule shown on your:

Quotation
Invoice
Contract
Written order confirmation

applies to your order.

For detailed payment terms, please review the Advance & Balance Payment Policy.

Delivery Support

Customer Care can assist with:

Delivery quotations
Destination confirmation
Delivery scheduling
Cargo/courier information
Property-access questions
Assembly or installation arrangements where applicable
Delivery-status concerns

Before delivery, customers should provide accurate information about:

Address
Floor
Lift
Staircase
Doorway
Corridor
Building restrictions
Other access limitations

For complete delivery terms, please review the Shipping & Delivery Policy.

Something Wrong With Your Order?

Different concerns have different reporting periods.

There is not one universal 48-hour deadline for every ROCO product issue.

Report Within 48 Hours

Please report visible concerns such as:

Transit damage
Wrong product
Missing major item/component
Broken glass or mirror
Chipped/broken marble or stone
Other visible delivery problems

Clear photos/video help us verify delivery-related concerns.

Report Within 7 Days

Please report:

Installation issues
Alignment problems
Levelling concerns
Missing fittings
Setup-related issues

Hidden Manufacturing Defects

A hidden or developing manufacturing, material or workmanship defect may be reported during the warranty period applicable to the affected component and your order.

A genuine hidden defect is not automatically rejected simply because more than 48 hours or 7 days have passed.

For complete coverage, please review the ROCO Confidence Warranty.

ROCO Confidence Warranty

Eligible ROCO furniture receives component-specific warranty coverage of up to 24 months, matched to how the furniture is built.

Up to 24 Months

Qualifying:

Solid-wood principal structure
Upholstered internal wooden frame and structural joinery

Up to 12 Months

Qualifying:

MDF and manufactured-wood construction
Plywood / engineered-sheet assemblies
Foam
Springs and webbing
Hardware
Hinges and drawer slides
Mechanisms
Stitching/workmanship
Applicable electrical components
Outdoor structural frame/joinery

Up to 6 Months

Qualifying manufacturing/material defects involving selected:

Fabric
Genuine leather
Leatherette
Indoor finishes
Laminate/veneer adhesion
Outdoor soft components/finishes

24 months is ROCO’s maximum standard tier. It does not mean every component is covered for 24 months.

Earlier orders remain subject to the warranty/order terms applicable when they were confirmed.

View the ROCO Confidence Warranty →

How ROCO Resolves Product Concerns

ROCO follows a repair-first and affected-component-first approach.

Depending on the concern, a resolution may include:

Guidance or adjustment
On-site repair
Workshop repair
Affected-component replacement
Foam or hardware replacement
Product replacement
Refund review where appropriate

A repairable issue does not automatically require a complete product replacement or cash refund.

At the same time, where repair is not a reasonable solution, ROCO may consider another appropriate remedy.

For complete remedy terms, see the Returns, Cancellations, Repairs & Refunds Policy.

Submit an After-Sales Request

For a product concern that needs formal assessment, use the:

ROCO After-Sales Request

The guided request form is designed for:

Delivery damage
Incorrect products
Missing components
Repair/adjustment requests
Warranty claims
Cancellation requests
Refund review
Post-warranty repair or maintenance
Other after-sales concerns

Please provide your order details and photographs/video where relevant.

Submit an After-Sales Request →

Safety Concerns

If furniture appears:

Unstable
Structurally unsafe
Mechanically unsafe
At risk of collapse

please stop using the affected product and contact ROCO for assessment.

Do not attempt structural repair, modification or dismantling unless instructed by ROCO.

Before Arranging Third-Party Repair

Please contact ROCO before arranging:

Structural repair
Dismantling
Modification
Electrical alteration
Hardware substitution
Return transportation

Unauthorized work does not automatically cancel every part of the product’s warranty.

However, coverage may be declined for:

The altered component
Damage caused by the alteration
Damage materially worsened by unauthorized work

Continued ROCO Support

Warranty expiry does not necessarily mean support ends.

Where technically and commercially feasible, ROCO may continue to assist after the applicable free warranty period with:

Repairs
Replacement components
Maintenance
Adjustment
Refinishing
Refurbishment

Charges for:

Parts
Labour
Transportation
Service

may apply.

Continued ROCO Support is an after-sales service, not an extension of free warranty coverage.

Cancellations

The old Customer Care page currently uses a blanket 24-hour cancellation rule. I recommend removing that entirely.

Use this instead:

Cancellation depends on the stage of the order and whether ROCO has already committed customer-specific materials, labour or production.

If an order has not materially entered production, cancellation may be easier.

Once:

Materials have been purchased
Materials have been cut/prepared
Custom components have been ordered
Production has begun
Significant customer-specific costs have been committed

cancellation may be restricted and reasonable committed costs may apply.

Please review the full Returns, Cancellations, Repairs & Refunds Policy for details.

Returns and Refunds

Because most ROCO furniture is made to order, standard change-of-mind returns are generally unavailable once customer-specific resources have been committed.

This does not mean every sale is “final regardless of what happens.”

Where ROCO confirms an eligible:

Manufacturing defect
Incorrect product
Material specification error
Fulfilment failure
Other covered issue

ROCO will assess the appropriate resolution under the applicable policy.

A refund may be considered where another reasonable remedy is not suitable.

Natural Materials & Reasonable Variation

Furniture can contain natural and handcrafted materials.

Normal characteristics can include:

Wood

Grain variation
Knots
Shade differences
Natural movement

Genuine Leather

Grain variation
Wrinkles
Natural scars
Patina

Marble / Stone

Veining
Mineral marks
Shade variation
Natural pores

Fabrics / Finishes

Reasonable variation may occur due to:

Material batches
Photography
Lighting
Screen settings
Handmade finishing

These characteristics are not automatically defects.

Where a delivered product materially differs from an expressly confirmed specification, Customer Care can help route the concern for assessment.

Existing Orders & Earlier Warranty Terms

ROCO policies may change over time.

A later website update does not automatically reduce warranty coverage or terms already confirmed for an earlier order.

If you purchased under an earlier warranty schedule, your concern should be assessed against:

Product-specific terms
Quotation
Invoice
Contract
Written order confirmation
Applicable policy terms at the time of purchase

This is important during ROCO’s updated warranty transition.

Contact ROCO Customer Care

For general assistance:

WhatsApp: +92 317 6965610
Email: info@roco.pk
Phone: +92 336 4403317

Customer Care Hours

Monday–Sunday
10:00 AM–8:00 PM PKT

For a formal product complaint, repair or warranty assessment, please use the ROCO After-Sales Request so the relevant information can be reviewed systematically.

Quick Policy Links

Here Before Delivery. Here After Delivery.

Good customer care is not about promising that nothing can ever go wrong.

It is about making product information clear, communicating honestly, taking responsibility where appropriate and giving customers a reliable route to support when they need it.

That is the standard ROCO aims to maintain before, during and after every order.