Welcome to our one‑stop hub for every policy that governs how we design, build, sell and support furniture across Pakistan (and our UAE pilot). Click a tile below or scroll for full details.

Looking for something else? Manufacturing standards, materials, sustainability, or dispute resolution can be found in the Supporting Policies section at the end of this page.

Warranty Policy

Coverage

• Limited 5‑Year Structural Warranty: Frames, joinery, spring foundations.
• 2‑Year Functional Warranty: Drawer slides, recliner/rocker mechanisms, foam‑density retention.
• 1‑Year Surface Warranty: Upholstery stitching, fabric/leather wear, finishes, hardware.

Extended Protection Plan. Add two extra years to Functional & Surface cover for 7 % of list price.

Exclusions

Normal wear & tear, color variance, misuse, improper maintenance, third‑party repairs, or commercial use (unless specified).

Claim Procedure

1. File claim via WhatsApp or online form within warranty period.
2. QC review within 3 business days.
3. Roco performs on‑site repair/part replacement; if unrepairable, exchange or refund.

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Shipping & Delivery Policy

Service Areas & Transit Times (after QC)

• Multan city: 2–3 business days
• Lahore: 3–5 business days
• Islamabad & Karachi: 5–7 business days
• Remote/North: 7–12 business days (carrier dependent)

Manufacturing lead time (made‑to‑order) typically 4–6 weeks.

Post‑Checkout Quotation Model

1. Choose Door‑to‑Door or Express Bilty at checkout.
2. Logistics team WhatsApps exact freight quote within 24 h.
3. Approve & pay shipping ➜ dispatch scheduled.

Indicative ranges (PKR): 2 k–4 k Multan city · 6.5 k–9.5 k Lahore · 8 k–12 k Karachi.

Damage on Delivery

Inspect on arrival; note damage on slip & report within 24 h for free fix/replacement.

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Returns, Repairs & Refunds Policy

All items are made‑to‑order — hence a Repair‑First approach.

Repair‑First Workflow

1. Claim within 7 days (photos/video).
2. Technician visit 3–5 days (major cities) / 7–10 (others).
3. After two failed repairs, item eligible for replacement/refund.

Exceptional Refunds

• Submit Refund Request Form within 14 days.
• 10 % processing fee + freight deductions.

Non‑Refundable Scenarios

Change‑of‑mind, wrong measurements, natural grain variation, misuse.

Privacy & Data Protection Policy

• Data we collect: name, address, contact, order history.
• Purpose: order fulfilment, opt‑in marketing, warranty tracking.
• Retention: 5 years post‑purchase.
• Rights: access, correction, deletion (request via privacy@roco.pk).

Manufacturing & Quality Assurance

• Materials: Only Grade‑A Sheesham wood, Oak veneer, UV‑coated MDF, Molty Foam, and ISO‑certified hardware.
• Construction Standards: Kiln‑dried wood (8–12 % MC); mortise‑and‑tenon or dowel joinery; steel spring seating as specified.
• QC Checkpoints: Raw material, mid‑assembly, pre‑finish, and pre‑dispatch.

Material Specifications Policy

• Wood: Sheesham = Dalbergia sissoo; Oak veneer over MDF must be ≥0.6 mm.
• Upholstery: Pure cowhide leather = ≥1.0 mm thickness; fabric ≥220 gsm.
• Finishes: Lead‑free lacquers; high‑gloss laminate grade ≥0.8 mm.
• Labeling: Each product page must list primary and secondary materials using local terminology.

Product Display & Website Content

• All dimensions in inches & centimeters; tolerance ±1 %.
• Color accuracy disclaimer: Screens may alter appearance; visit showroom or request swatches.
• ALT text mandatory for images; follow SEO schema.
• “New”, “Sale”, and “Limited Edition” tags expire automatically after 30 days unless renewed.

Payment Methods & Terms

• Accepted: Cash, UBL/Alfalah bank transfer, Visa/Mastercard (via PayFast), 3‑month installment plan (partnered with ___).
• Deposit: 50 % advance to confirm order; balance before dispatch.
• Prices in PKR inclusive of GST; tax invoice emailed on payment receipt.
• Card data processed by PCI‑DSS compliant gateway; Roco does not store card details.

Return, Repair & Refund Policy

All Roco products are made‑to‑order. As such we operate a Repair‑First Policy and accept refunds only in rare, genuine cases.

8.1 Repair‑First Workflow

1. Customer lodges a claim within 7 days of delivery (photos/video required).
2. QC team schedules a technician visit: 3–5 business days in major cities; 7–10 elsewhere.
3. If the defect cannot be rectified after two repair attempts, the item becomes eligible for replacement or refund at Roco’s discretion.

8.2 Exceptional Refunds

• Customer must complete the online Refund Request Form within 14 days of delivery.
• Approved refunds incur a 10 % processing fee plus deduction of outbound & return freight costs.
• Refunds are processed within 10 business days via the original payment method.

8.3 Non‑Refundable Scenarios

• Change‑of‑mind or aesthetic preference.
• Dimensional/fit issues caused by inaccurate customer measurements.
• Natural color or grain variation.
• Damage resulting from misuse, improper care, or unauthorised modifications.

Cancellation & Order Change  Cancellation & Order Change

• Free cancellation within 24 h of order placement.
• After 24 h: subject to 10 % restocking fee; custom orders forfeit deposit once production starts.

Custom Orders Policy

1. Detailed drawings + material board sent for client approval.
2. Two free design revisions; additional revisions charged at PKR 5,000 each.
3. Lead time communicated (typically 6–8 weeks).
4. Balance due on QC approval photos prior to dispatch.

International Orders (UAE Pilot)

• Incoterm DAP (Delivered‑At‑Place) Dubai.
• Customer pays UAE import duty & VAT.
• Payments in PKR or AED (FX rate fixed on invoice date).
• Roco arranges freight; delivery partner completes “white‑glove” service.

Installation & Assembly

• Free assembly in Multan city limits; elsewhere PKR 2,000 per visit.
• Customer provides clear access; Roco not liable for fit issues due to inaccurate doorway measurements.

Care & Maintenance Guidelines

• Avoid direct sunlight; wipe with microfiber cloth.
• Use coasters; clean spills within 30 min.
• Annual leather conditioning recommended (voids warranty if neglected).

Dispute Resolution

• Step 1: Contact Customer Care (info@roco.pk) with order number.
• Step 2: Escalate to Operations Manager within 5 business days.
• Step 3: If unresolved, parties agree to arbitration in Multan under the Arbitration Act 1940.

Privacy & Data Protection

• Data collected: name, address, contact, transactional records.
• Purpose: order fulfillment, marketing (opt‑in only), warranty tracking.
• Data retention: 5 years post‑purchase.
• Customers may request data deletion under the Personal Data Protection Bill (draft).

Environmental & Sustainability Commitment

• Wood sourced from FSC‑certified suppliers where possible.
• Solvent emissions kept below NEQS limits.
• Scrap materials donated/recycled.

Pricing & Promotions Policy

• Prices reviewed quarterly; posted prices override prior quotes.
• Promotions cannot be combined unless stated; start/end dates are final.
• Bulk discounts on ≥5 identical items; negotiated case‑by‑case.

Communication Channels & Customer Service

• Hours: Mon–Sat 10 AM–7 PM (PKT).
• WhatsApp chat: +92‑317‑6965610; typical response time ≤2 h.
• Social media inquiries redirected to support email for tracking.

Force Majeure

Roco is not liable for delays/failure due to events beyond its control (natural disaster, strikes, supply shortages, governmental action).

Policy Review & Updates

Policies are reviewed annually each June or as required by legal/regulatory change. Latest version published on roco.pk/policies.