ROCO Interiors — Terms of Sale & Business Policies
Last Updated: July 15, 2026
Welcome to ROCO Interiors’ central policy hub.
Most ROCO furniture is made to order according to the customer’s selected dimensions, materials, finishes, upholstery and configuration. These policies explain how orders are confirmed, manufactured, paid for, delivered and supported after delivery.
This page provides a summary of ROCO’s principal business terms. Detailed coverage, procedures and exclusions are contained in the linked individual policies.
The quotation, invoice and written order confirmation issued for a specific order also form part of the agreement between ROCO and the customer.
Important Information at a Glance
| Matter | General ROCO position |
| Furniture production | Most products are made to order |
| Standard advance | Normally 40% |
| Larger or specialized orders | May require 50%, a higher advance or milestone payments |
| Remaining balance | Normally payable before dispatch |
| Standard cash on delivery | Generally not available |
| Change-of-mind returns | Not normally available for made-to-order products |
| Eligible product concerns | Assessed through repair, component replacement, replacement or refund review |
| Visible delivery concerns | Report within 48 hours |
| Installation concerns | Report within 7 days |
| Hidden manufacturing defects | Report during the applicable warranty period |
| Structural warranty | Up to five years depending on product construction |
| Foam warranty | Five-year limited foam-performance coverage on qualifying products |
| International delivery | Considered on special request for suitable products and destinations |
| Customer support | Monday to Sunday, 10:00 AM–8:00 PM PKT |
1. Primary ROCO Policies
The following detailed policies form part of ROCO’s customer terms.
ROCO Confidence Warranty
Explains:
- Product-specific warranty periods
- Structural coverage
- Five-year qualifying foam coverage
- Solid-wood and upholstered-frame coverage
- MDF and engineered-wood coverage
- Hardware, mechanisms and finishes
- Outdoor-furniture coverage
- Warranty exclusions
- Claim assessment and remedies
View the ROCO Confidence Warranty
Returns, Cancellations, Repairs & Refunds Policy
Explains:
- Made-to-order return restrictions
- Change-of-mind requests
- Order cancellations
- Repair-first handling
- Component and product replacement
- Refund eligibility
- Committed-cost deductions
- Refund processing
- Customer measurements and access responsibility
View the Returns, Cancellations, Repairs & Refunds Policy
Shipping & Delivery Policy
Explains:
- Production and transit timelines
- Domestic delivery methods
- Cargo-station and door-delivery options
- Delivery quotations
- Property access and upper-floor handling
- Packaging and inspection
- Delivery-damage reporting
- International delivery and air cargo
- Foldable and knock-down furniture for export
View the Shipping & Delivery Policy
Advance & Balance Payment Policy
Explains:
- Standard 40% advance
- 50% or alternative advances for larger orders
- Balance payment before dispatch
- Payment verification
- Delivery-charge payments
- Commercial and milestone-payment arrangements
- International-order payments
- Payment security
View the Advance & Balance Payment Policy
Privacy Policy
Explains:
- Information collected by ROCO
- Order, payment and delivery data
- After-sales photographs and videos
- Website analytics and Microsoft Clarity
- Cookies
- Service providers
- Data retention and security
- Customer privacy choices
View the ROCO Privacy Policy
After-Sales Services
Explains:
- Warranty and paid repair support
- Adjustments and maintenance
- Technician and workshop assessment
- Nationwide service arrangements
- Furniture refurbishment
- How to begin an after-sales request
View ROCO After-Sales Services
Customer Care & Support
Provides help with:
- Product enquiries
- Existing-order updates
- Payment questions
- Delivery assistance
- Product care
- After-sales guidance
- Connecting customers with the correct policy or support route
Visit ROCO Customer Care
2. Made-to-Order Furniture
Most ROCO products are manufactured after an order is confirmed.
A made-to-order product may be prepared according to selected:
- Dimensions
- Wood or engineered-board construction
- Fabric, leather or leatherette
- Colour and finish
- Foam or seating preference
- Storage configuration
- Hardware
- Product layout
- Other approved custom details
Once materials or production have been committed to a specific order, the product may not be suitable for resale to another customer. Change-of-mind cancellation, return and refund rights are therefore limited according to the production stage.
A made-to-order restriction does not remove ROCO’s responsibility where an incorrect product or eligible manufacturing defect is confirmed.
3. Order Confirmation
An order is generally confirmed after:
- The required advance has cleared.
- Essential specifications have been approved.
- ROCO has accepted the order for production.
Customers should review the following before confirming:
- Product name
- Quantity
- Dimensions
- Construction and materials
- Colour and finish
- Fabric or upholstery
- Configuration
- Price
- Advance and balance
- Delivery charge status
- Production estimate
- Delivery location
- Warranty coverage
Approvals may be recorded through an invoice, quotation, website order, email, WhatsApp or another written channel.
Verbal changes become part of an order only after ROCO confirms them in writing.
4. Custom Orders and Design Changes
ROCO may produce customized furniture from:
- Customer references
- Photographs
- Drawings
- Dimensions
- Material selections
- Modified ROCO designs
- Original designs developed for the customer
The quotation or order confirmation should record the agreed scope.
Depending on the project, ROCO may provide:
- Product drawings
- Dimensions
- Material references
- Fabric or finish selections
- Construction guidance
- Pre-production confirmation
The number of included design revisions, revision charges and production timeline will be confirmed according to the project. ROCO does not apply a universal revision charge to every custom order.
Changes requested after materials have been purchased or production has begun may result in:
- Additional charges
- Revised dimensions
- A higher payment requirement
- Extended production time
- Reworking or replacement of materials
- Refusal of a change that is no longer technically practical
5. Materials and Construction Disclosure
ROCO manufactures furniture using different materials and construction methods according to the product design, intended use, customer requirements and confirmed budget.
Materials used across our furniture may include:
- Sheesham wood
- Teak wood
- Oak wood or oak veneer
- Kikar wood
- Jamun wood
- Shateer wood
- Plywood
- MDF
- Laminated board
- Particleboard
- Metal
- Glass
- Marble and natural stone
- Fabric
- Genuine leather
- Leatherette
- Foam
- Natural cane
- Cane webbing
- Handwoven cane
- Synthetic cane or outdoor weave
- Rope and other outdoor materials
ROCO also produces cane furniture and cane-detail furniture using techniques such as:
- Handwoven cane panels
- Natural cane webbing
- Cane chair backs and seats
- Cane cabinet and wardrobe fronts
- Cane headboards
- Cane inserts in sofas, chairs, tables and storage furniture
- Synthetic cane or weather-resistant weave for suitable outdoor products
Because natural cane is a plant-based material, minor differences in colour, fibre thickness, weave tension and texture may occur. These variations are part of its natural and handcrafted character and are not normally considered defects unless they materially affect the product’s strength or intended use.
Natural cane and synthetic outdoor cane are different materials. The product page, quotation or invoice should identify which type is being used wherever relevant.
A product may combine several materials. For example:
- Solid-wood framing with cane panels
- MDF or plywood carcasses with cane-fronted doors
- A wooden sofa frame with foam, fabric and metal hardware
- Veneer applied over MDF or plywood
- Metal outdoor framing with synthetic cane weave
The presence of one material in a decorative or limited component does not mean the entire product is made from that material.
For clarity:
- Oak veneer is not the same as solid oak.
- Solid-wood legs do not make an entire engineered-wood product solid wood.
- Natural cane is not the same as synthetic outdoor weave.
- Cane detailing does not necessarily mean the product’s structural frame is made from cane.
- A sofa may contain wood, plywood, foam, webbing, fabric and metal hardware.
The product’s primary construction and major visible materials should be stated on the product page, quotation, invoice or written order confirmation wherever reasonably practical.
ROCO aims to describe materials and construction accurately. Any certification, treatment, grade, moisture level, material origin or performance claim will apply only where it can be verified for the relevant product or supplied component.
6. Manufacturing and Quality Control
ROCO applies quality checks appropriate to the product and construction.
These may include checks during:
- Material selection
- Cutting and frame production
- Joinery and assembly
- Upholstery
- Finishing
- Hardware installation
- Mechanism testing
- Final inspection
- Packaging
Because ROCO manufactures different product categories, the exact construction method and inspection process may vary.
ROCO does not guarantee that handmade furniture will be completely identical to a digital image, showroom display or another separately manufactured piece.
Natural and handmade variation may occur in:
- Wood grain
- Knots
- Colour
- Leather texture
- Fabric batches
- Marble veining
- Handmade polish
- Upholstery shaping
- Minor measurements
A variation will be assessed according to whether it materially departs from the confirmed order or affects normal use.
7. Product Dimensions and Tolerances
Product dimensions displayed on the website are intended to provide a reasonable representation of size.
For customized furniture, the dimensions confirmed on the final quotation, invoice, drawing or written order approval will apply.
Minor manufacturing variation may occur because of:
- Handmade production
- Upholstery compression
- Foam
- Natural materials
- Joinery
- Finishing
- Measurement method
ROCO should not promise a universal tolerance of exactly ±1% for every furniture category unless the production process can consistently meet it.
Where a dimension is essential for fitting into a specific area, doorway, lift, appliance space or architectural opening, the customer should identify that requirement before confirming the order.
8. Product Images, Colours and Website Information
ROCO aims to display product descriptions, materials, images and dimensions accurately.
However, appearance may vary because of:
- Screen settings
- Photography lighting
- Editing and compression
- Fabric or leather batches
- Wood grain
- Handmade finishes
- Natural stone
- Customer-selected customization
Product images may include:
- Styled room settings
- Decorative accessories
- Lighting
- Props
- Mattresses
- Cushions
- Equipment
Items not specifically identified as part of the product may not be included.
Customers should review the product description, invoice and confirmed specifications rather than relying only on an image.
Where colour matching is important, customers may request a sample, swatch or written confirmation where available.
9. Pricing, Quotations and Promotions
Prices may vary according to:
- Dimensions
- Materials
- Upholstery
- Finish
- Hardware
- Quantity
- Customization
- Delivery
- Installation
- Current material costs
A website price may represent a standard configuration. Customization may change the final price.
A quotation remains valid for the period stated on it. Once an order has been confirmed and the required advance has cleared, the agreed product price will ordinarily apply unless:
- The customer requests a change.
- Dimensions or quantities change.
- A third-party cost was clearly marked as estimated.
- An obvious calculation or listing error is identified before production.
- Mandatory taxes or charges apply.
A newly posted website price should not automatically override an already accepted and paid quotation.
Promotional terms, dates, eligible products and exclusions will be stated with the applicable offer. Promotions cannot be combined unless expressly stated.
Bulk or project pricing is assessed according to product, quantity and scope rather than using one universal quantity threshold.
10. Payment Terms
ROCO normally requires:
- A 40% advance for standard made-to-order orders
- A 50% or higher advance for certain larger, specialized or material-intensive orders
- The remaining balance before dispatch
Commercial, bulk and international orders may use milestone payments or another written arrangement.
The exact payment schedule displayed on the invoice, quotation or order confirmation will apply.
Cash on delivery is not ordinarily available for made-to-order furniture unless specifically approved in writing.
Complete terms are contained in the Advance & Balance Payment Policy.
11. Delivery and Property Access
Delivery charges and services depend on:
- Product dimensions and weight
- Destination
- Delivery method
- Floor access
- Lift availability
- Required labour
- Assembly
- Special handling
Customers are responsible for providing accurate:
- Delivery address
- Room dimensions
- Doorway measurements
- Stair and corridor access
- Lift dimensions
- Floor information
- Building restrictions
Standard delivery does not automatically include upper-floor lifting, wall mounting, electrical work, building modifications or removal of doors and windows.
Complete terms are contained in the Shipping & Delivery Policy.
12. Installation and Assembly
Furniture may be supplied:
- Fully assembled
- Partially assembled
- Modular
- Flat-packed
- Knock-down
- Foldable
The applicable arrangement will depend on the product, destination and order terms.
Assembly or installation is included only where stated on the quotation, invoice or written order confirmation.
ROCO does not apply a universal assembly price to every city or order. Any assembly, labour or installation charge should be confirmed before service is arranged.
Customers should not permit an unauthorized courier or transporter to assemble, dismantle or modify furniture unless ROCO has approved the arrangement.
13. Care and Maintenance
Customers should follow product-specific care guidance.
General recommendations include:
- Keep indoor furniture dry.
- Protect furniture from prolonged direct sunlight.
- Clean spills promptly.
- Avoid excessive water and harsh chemicals.
- Lift furniture instead of dragging it.
- Do not overload drawers, shelves, desks or tables.
- Store outdoor cushions in a dry area when not in use.
- Contact ROCO before drilling, repairing or modifying furniture.
Failure to perform one specific maintenance action, such as annual leather conditioning, should not automatically cancel the entire warranty.
However, damage caused or materially worsened by improper care may not be covered.
14. Returns, Repairs and Refunds
Because most ROCO products are made to order, change-of-mind returns are generally unavailable after materials or production have been committed.
Where an eligible concern occurs, ROCO will normally assess whether the issue can be resolved through:
- Adjustment
- Repair
- Replacement of an affected component
- Correction of the order
- Product replacement
- Refund review
A universal seven-day claim limit does not apply to every concern.
The standard reporting structure is:
- 48 hours: visible delivery concerns
- 7 days: installation and alignment concerns
- Applicable warranty period: hidden manufacturing defects
No general 10% deduction should apply where a refund results from a verified ROCO failure.
Complete terms are contained in the Returns, Cancellations, Repairs & Refunds Policy.
15. Warranty
ROCO provides construction- and component-specific warranty coverage.
Depending on the product, this may include:
- Up to five years for qualifying structural frames
- Five-year limited foam-performance coverage
- Separate periods for springs and webbing
- Separate coverage for engineered wood
- Separate coverage for hardware and mechanisms
- Separate coverage for upholstery and finishes
- Separate outdoor-furniture coverage
The exact warranty shown on the applicable product page, invoice, quotation or order confirmation will apply.
A general statement on this hub does not expand the detailed coverage stated in the ROCO Confidence Warranty.
16. International Orders
International delivery may be considered only on special request for suitable products and destinations.
ROCO does not promise standard worldwide delivery.
Selected products may be adapted into:
- Foldable furniture
- Knock-down furniture
- Flat-packed components
- Detachable modules
- Export-ready packaging
International orders are subject to:
- Product feasibility
- Carrier acceptance
- Destination requirements
- Packing and crating
- Customer approval
- Full payment of applicable product and shipping costs
- Customs and import procedures
The customer normally pays international courier, freight, air-cargo, insurance, customs, duty, tax, clearance and destination costs unless otherwise agreed in writing.
International terms are confirmed individually through the quotation or invoice and the Shipping & Delivery Policy.
The previous “UAE Pilot” language should be removed because ROCO’s current model is broader special-request international delivery rather than a guaranteed UAE service.
17. Privacy and Customer Information
ROCO may process information required for:
- Enquiries
- Quotations
- Orders
- Payments
- Delivery
- Customer care
- Warranty and after-sales requests
- Website analytics
- Marketing where consent has been provided
The detailed Privacy Policy should identify current analytics and experience tools, including Microsoft Clarity, rather than relying only on a vague analytics reference.
Pakistan’s official MoITT legislation page continued to list the May 2023 Personal Data Protection Bill as a draft regulation at the time of this review. ROCO should therefore avoid presenting rights under that draft as enacted statutory rights and should instead refer to applicable law and ROCO’s stated privacy commitments.
Complete information is available in the ROCO Privacy Policy.
18. Customer Communication
Official ROCO communication may take place through:
- Website
- Telephone
- Invoice
- Quotation
- Order confirmation
- Social-media accounts
Customers should verify payment details and important order instructions through an official ROCO channel.
ROCO does not guarantee a response within one hour in every case.
Customer Care is generally available:
Monday to Sunday: 10:00 AM–8:00 PM PKT
Response time may vary depending on:
- Request complexity
- Evidence required
- Workshop confirmation
- Public holidays
- Call or message volume
Formal after-sales concerns should be submitted through the ROCO After-Sales Resolution Request once available.
19. Complaints and Dispute Resolution
ROCO aims to resolve concerns through a clear escalation process.
Step 1 — Customer Care
Contact ROCO with:
- Order or invoice number
- Description of the concern
- Relevant photographs or video
- Requested assistance
Step 2 — Internal Review
Where the matter is not resolved through initial support, it may be escalated to:
- Quality Control
- Operations
- Management
- Another appropriate ROCO representative
Step 3 — Good-Faith Resolution
ROCO and the customer should attempt to resolve the concern through:
- Clarification
- Inspection
- Repair
- Replacement
- Refund review
- Negotiation
- Mediation where appropriate
Step 4 — Legal Remedies
Where a matter remains unresolved, either party may use any dispute-resolution process or legal forum available under applicable law.
This page should not state that every customer is automatically restricted to private arbitration in Multan. Although Pakistan’s Arbitration Act 1940 remains part of the federal legal framework, consumer rights and available forums should not be described as removed by a blanket website clause.
Nothing in this policy is intended to exclude a right that cannot legally be excluded.
20. Environmental and Responsible-Material Statements
ROCO aims to:
- Use materials efficiently
- Reduce avoidable workshop waste
- Reuse or responsibly dispose of suitable offcuts
- Select durable construction appropriate to the product
- Improve packaging efficiency
- Explore responsible sourcing where practical
Environmental statements must remain accurate and supportable.
ROCO should not publish claims such as:
- All wood comes from certified forests
- All scrap is recycled or donated
- All coatings meet a particular emissions standard
- Every material is environmentally friendly
- Every supplier is certified
unless those statements are documented and consistently true.
CCP guidance treats unsupported environmental claims as potentially misleading.
21. Events Outside Reasonable Control
ROCO will not be responsible for delays or failure caused by events outside its reasonable control, such as:
- Severe weather
- Natural disasters
- Fire
- Civil disturbance
- Transport interruption
- Government restrictions
- Import or supplier disruption
- Labour interruption
- Major power or infrastructure failure
- Carrier delays
- Other unforeseen events
Where such an event affects an order, ROCO will make reasonable efforts to:
- Inform the customer
- Protect completed work
- Provide a revised estimate
- Resume performance when reasonably possible
- Discuss an appropriate resolution where fulfilment becomes impossible
This section does not remove responsibilities that cannot legally be excluded.
22. Order-Specific Terms and Policy Priority
The following documents should be read together:
- Confirmed quotation or contract
- Invoice or written order confirmation
- Product-specific information and warranty
- Relevant detailed policy page
- This general policy hub
Where terms appear inconsistent, ROCO will review:
- Which term is more specific
- Which term was disclosed when the order was confirmed
- Whether the customer approved a later written change
- Applicable consumer rights
A later website update will not automatically reduce terms already confirmed for an existing order.
23. Policy Updates
ROCO may update its policies to reflect changes in:
- Products
- Materials
- Payment methods
- Delivery services
- Technology
- Customer support
- Business operations
- Applicable legal requirements
The latest version and update date will be displayed on the relevant page.
The policy version disclosed when an order is confirmed will ordinarily apply to that order.
Material changes affecting active orders will be communicated where reasonably necessary.
24. Contact ROCO
For policy, order or customer-support questions:
WhatsApp: +92 317 6965610
Email: info@roco.pk
Support Hours: Monday to Sunday, 10:00 AM–8:00 PM PKT
For a delivery concern, repair, warranty claim, cancellation or refund review, use the:
ROCO After-Sales Resolution Request
/after-sales-request/
Furniture Made With Clarity. Policies Written the Same Way.
ROCO’s policies are designed to establish a fair balance.
ROCO is responsible for manufacturing the confirmed furniture, communicating order requirements clearly, handling customer information responsibly and providing appropriate support where an eligible issue occurs.
Customers are responsible for reviewing order specifications, providing accurate measurements and access details, completing agreed payments and caring for the furniture according to its intended use.
Together, these responsibilities create a clearer and more dependable made-to-order furniture experience.