Welcome to ROCO Interiors’ central business-policy hub.

Most ROCO furniture is made to order according to the customer’s selected dimensions, materials, finishes, upholstery, configuration and approved specifications. These policies explain how orders are confirmed, manufactured, paid for, delivered and supported after delivery.

This page provides a clear summary of ROCO’s principal business terms. More detailed procedures, coverage and exclusions are contained in the individual policies linked below.

Your confirmed quotation, invoice, contract, product-specific information and written order confirmation also form part of your agreement with ROCO.

Important policy-version notice

The policy version and order-specific terms disclosed when an order is confirmed ordinarily apply to that order.

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

Important Information at a Glance

“Up to 24 months” means 24 months is ROCO’s maximum standard warranty tier. It does not mean every product or component carries 24 months of coverage.

1. Primary ROCO Policies

The following detailed policies form part of ROCO’s customer terms.

ROCO Confidence Warranty

Explains:

• Up to 24-month component-specific coverage
• Solid-wood structural coverage
• Upholstered furniture frame coverage
• Manufactured wood, MDF and engineered-board coverage
• Foam coverage
• Springs, webbing, hardware and mechanisms
• Upholstery workmanship
• Fabric, leather and leatherette coverage
• Paint, polish, laminate, veneer and other finishes
• Outdoor-furniture coverage
• Supplier-backed components
• Commercial/high-use furniture
• Warranty exclusions
• Claim assessment and remedies
• Continued ROCO after-sales support

View the ROCO Confidence Warranty

Returns, Cancellations, Repairs & Refunds Policy

Explains:

• Made-to-order return restrictions
• Change-of-mind requests
• Order cancellations
• Delivery concerns
• 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 arrangements
• Cargo-station and door-delivery options
• Delivery quotations
• Property access and upper-floor handling
• Packaging
• Delivery inspection
• Delivery-damage reporting
• International delivery
• Export packaging and knock-down furniture where available

View the Shipping & Delivery Policy

Advance & Balance Payment Policy

Explains:

• Standard 40% advance
• Alternative advances for larger or specialized 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 ROCO collects
• Order and delivery information
• Payment-related information
• Customer-care and after-sales information
• Photographs and videos supplied for claims
• Website analytics and cookies
• Service providers
• Data retention and security
• Customer privacy choices

View the ROCO Privacy Policy

After-Sales Services

Provides a structured way to request:

• Warranty support
• Paid post-warranty repair
• Adjustments
• Maintenance
• Technician or workshop assessment
• Nationwide service arrangements
• Furniture refurbishment
• Replacement-component support

View ROCO After-Sales Services

Customer Care & Support

Provides assistance with:

• Product enquiries
• Custom furniture
• Existing-order updates
• Payments
• Delivery
• Product care
• Warranty guidance
• After-sales support
• Choosing the appropriate ROCO policy or support route

Visit ROCO Customer Care

2. Made-to-Order Furniture

Most ROCO products are manufactured after an order is confirmed.

Depending on the product, made-to-order furniture may be prepared according to selected:

• Dimensions
• Solid wood or manufactured-wood construction
• Fabric, leather or leatherette
• Colour and finish
• Foam or seating preference
• Storage configuration
• Hardware
• Product layout
• Other approved customization

Once materials, labour or production capacity have been committed to a particular order, the product may no longer be suitable for resale to another customer.

For this reason, change-of-mind cancellations, returns and refunds become more limited as production progresses.

Made-to-order status does not remove ROCO’s responsibility for an incorrect product, eligible manufacturing defect or other verified ROCO failure.

3. Order Confirmation

An order is generally confirmed after:

1. The required advance payment has cleared.
2. Essential specifications have been approved.
3. ROCO has accepted the order for production.

Before confirming an order, customers should carefully review:

• Product name
• Quantity
• Dimensions
• Construction and materials
• Colour and finish
• Fabric or upholstery
• Configuration
• Price
• Advance and remaining balance
• Delivery-charge status
• Production estimate
• Delivery location
• Applicable warranty coverage

Approval may be recorded through:

• Website order
• Quotation
• Invoice
• Contract
• Email
• WhatsApp
• Other written confirmation accepted by ROCO

Verbal requests or changes become part of the order only after ROCO acknowledges them in writing.

4. Custom Orders and Design Changes

ROCO may manufacture customized furniture using:

• Customer reference images
• Photographs
• Drawings
• Measurements
• Material selections
• Modified ROCO designs
• Original designs developed for a customer

The quotation, invoice, drawing or written order confirmation should identify the agreed scope wherever reasonably practical.

Customers should carefully review approved:

• Dimensions
• Layout
• Construction
• Materials
• Upholstery
• Colour
• Finish
• Hardware
• Quantity
• Other special requirements

Changes requested after order confirmation may:

• Change the price
• Increase the required advance
• Extend production time
• Require replacement materials
• Make already purchased or prepared materials non-refundable

Customized furniture remains eligible for the applicable ROCO Confidence Warranty.

However, a genuine manufacturing defect is different from a later change of preference or an issue caused by customer-approved dimensions or specifications.

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 may include:

• Sheesham
• Teak
• Oak or oak veneer
• Kikar
• Jamun
• Shateer
• Plywood
• MDF
• Laminated MDF
• Laminated board
• Particleboard/chipboard
• Other manufactured wood products
• Metal
• Glass
• Marble and natural stone
• Fabric
• Genuine leather
• Leatherette
• Foam
• Natural cane
• Cane webbing
• Synthetic cane
• Rope and outdoor materials
• Hardware and mechanisms

A product may combine several materials.

For example, a sofa may contain an internal timber frame, plywood, foam, webbing, fabric and metal hardware.

A decorative use of one material 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 MDF product entirely solid wood.
• Cane detailing does not necessarily mean the structural frame is cane.
• Natural cane and synthetic outdoor weave are different materials.
• Veneer may be applied over MDF or plywood.

ROCO aims to state the product’s principal construction and important visible materials accurately on the product page, quotation, invoice or written order confirmation wherever reasonably practical.

Material certifications, treatments, grades, origins or performance claims apply only where ROCO can verify them for the relevant product or component.

6. Manufacturing and Quality Control

ROCO applies quality checks appropriate to the product and its construction.

Depending on the product, these may include checks during:

• Material selection
• Cutting
• Frame production
• Joinery
• Assembly
• Upholstery
• Finishing
• Hardware installation
• Mechanism testing
• Final inspection
• Packaging

Because ROCO manufactures different types of furniture, construction and inspection processes vary by product.

Handmade and made-to-order furniture may not be completely identical to a digital image, showroom sample or another piece manufactured separately.

Reasonable variation can occur in:

• Wood grain
• Knots
• Natural colour
• Leather texture
• Fabric batches
• Marble veining
• Handmade polish
• Upholstery shaping
• Minor measurements

A reported difference will be assessed according to whether it materially departs from the confirmed order or affects intended use.

7. Product Dimensions and Manufacturing Tolerances

Website dimensions provide a reasonable representation of product size.

For customized furniture, the dimensions confirmed on the final quotation, invoice, drawing or written approval take priority.

Minor variation may occur due to:

• Handmade manufacturing
• Upholstery compression
• Foam
• Natural materials
• Joinery
• Finishing
• Measurement method

Where precise dimensions are critical to a room, doorway, lift, staircase or installation area, customers should confirm the required dimensions with ROCO before production.

8. Product Images, Colours and Website Information

ROCO aims to present product descriptions, materials, photographs and dimensions accurately.

However, appearance may vary because of:

• Screen settings
• Lighting
• Photography
• Image compression
• Fabric batches
• Leather batches
• Wood grain
• Handmade finishes
• Natural stone
• Customer-selected customization

Some website images may be representative or styled for presentation.

Where a colour, material, dimension or configuration is especially important, customers should confirm it in writing before production.

A reasonable visual or natural-material variation is not automatically considered a defect.

9. Pricing, Quotations and Promotions

Furniture pricing 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 is valid for the period stated on it.

Once an order has been confirmed and the required advance has cleared, the confirmed product price will ordinarily apply unless:

• the customer requests a change;
• the scope changes;
• quantities change;
• a previously excluded service is added;
• incorrect information materially affected the quotation;
• another written adjustment is mutually agreed.

Promotions apply according to their stated conditions and availability.

10. Payment Terms

ROCO normally requires:

• 40% advance for standard made-to-order orders;
• 50% or another agreed advance for certain large, specialized, commercial or material-intensive orders;
• the remaining balance before dispatch, unless another written arrangement applies.

Commercial, bulk, institutional and international orders may use milestone payments or another agreed schedule.

The payment schedule shown on the final:

• invoice;
• quotation;
• contract;
• or written order confirmation

applies to that order.

ROCO generally does not offer standard cash on delivery for made-to-order furniture.

Customers should verify bank details and payment instructions through an official ROCO communication channel before transferring funds.

11. Delivery and Property Access

Delivery cost and service depend on factors including:

• Product dimensions
• Product weight
• Destination
• Delivery method
• Floor access
• Lift availability
• Required labour
• Assembly
• Special handling

Customers are responsible for providing accurate:

• Delivery address
• Room dimensions
• Doorway dimensions
• Stair and corridor access
• Lift dimensions
• Floor information
• Building restrictions

Standard delivery does not automatically include:

• Upper-floor lifting
• Wall mounting
• Electrical work
• Building alterations
• Removal of doors/windows
• Special cranes or lifting equipment

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 depends on the product, destination and order terms.

Assembly or installation is included only where stated on the quotation, invoice or written order confirmation.

Customers should not permit an unauthorized transporter or third party to dismantle, modify or repair furniture where doing so could cause damage or affect warranty assessment.

Installation, alignment, levelling or missing-fitting concerns should normally be reported within 7 days of delivery.

13. Care and Maintenance

Customers should follow product-specific care instructions.

General recommendations include:

• Keep indoor furniture dry.
• Clean spills promptly.
• Avoid standing water.
• Avoid excessive water when cleaning.
• Avoid harsh or unsuitable chemicals.
• Protect furniture from prolonged direct sunlight.
• Lift furniture instead of dragging it.
• Avoid overloading shelves, drawers, desks and tables.
• Protect upholstered furniture from sharp objects and unsuitable cleaners.
• Store outdoor cushions dry when not in use for extended periods.
• Contact ROCO before undertaking structural repairs or modifications.

Not performing one isolated maintenance step does not automatically void the entire warranty.

However, damage caused or materially worsened by improper care, misuse or environmental conditions may not qualify for warranty coverage.

14. Returns, Repairs and Refunds

Because most ROCO furniture is made to order, a standard change-of-mind return is generally unavailable once materials or production have been committed.

Where an eligible product concern occurs, ROCO will normally assess whether it can be resolved through:

1. Adjustment
2. Repair
3. Replacement of an affected component
4. Correction of the order
5. Product replacement
6. Refund review

Different issues have different reporting periods.

Standard reporting structure

Within 48 hours

• Visible delivery damage
• Wrong item
• Missing major components
• Glass/mirror/marble/stone damage
• Other obvious delivery concerns

Within 7 days

• Installation
• Assembly
• Levelling
• Alignment
• Missing fittings
• Initial setup issues

During the applicable warranty period

• Hidden or developing manufacturing, material or workmanship defects

A universal seven-day claim limit does not apply to every product concern.

Where a refund results from a verified ROCO failure, a general cancellation deduction should not be applied simply because the product was made to order.

Complete terms are contained in the Returns, Cancellations, Repairs & Refunds Policy.

15. ROCO Confidence Warranty

ROCO provides construction- and component-specific warranty coverage of up to 24 months.

The purpose is to match coverage to how furniture is actually built rather than apply one vague period to every component.

Standard warranty structure

The full ROCO Confidence Warranty explains:

• What each period covers
• Normal wear and natural-material characteristics
• Exclusions
• Commercial/high-use furniture
• Customized orders
• Supplier-backed components
• Claim procedure
• Repair-first remedies
• Transportation/service rules
• Coverage after repair
• Continued paid after-sales support

“Up to 2 Years” represents ROCO’s highest standard warranty tier and does not mean every component is covered for two years.

Where the product page, quotation, invoice, contract or written order confirmation clearly states different product-specific coverage, those specific written terms apply to that order.

View the full ROCO Confidence Warranty

16. Commercial, Hospitality and High-Use Orders

Furniture supplied for:

• Offices
• Restaurants
• Cafés
• Hospitality
• Institutions
• Public-facing environments
• Rental use
• Other high-use commercial settings

may require different construction, service arrangements and warranty coverage from normal residential furniture.

The applicable commercial/project warranty should be stated on the quotation, invoice, contract or written order confirmation wherever a specific commercial arrangement applies.

Customers should disclose intended commercial or unusually intensive use before confirming the order so ROCO can recommend suitable materials and construction.

17. International Orders

International delivery may be considered on special request for suitable products and destinations.

ROCO does not promise standard worldwide delivery for every product.

Where feasible, selected furniture may be adapted into:

• Knock-down furniture
• Flat-packed components
• Foldable products
• Detachable modules
• Export-ready packaging

International orders may depend on:

• Product feasibility
• Carrier acceptance
• Destination requirements
• Packaging/crating
• Customer approval
• Full payment arrangements
• Customs and import requirements

Unless otherwise agreed in writing, customers are responsible for applicable:

• International freight/courier charges
• Insurance
• Customs
• Duty
• Taxes
• Clearance
• Destination charges

International arrangements are confirmed individually through the quotation/invoice and Shipping & Delivery Policy.

18. Privacy and Customer Information

ROCO may process customer information reasonably required for:

• Enquiries
• Quotations
• Orders
• Payments
• Delivery
• Customer care
• Warranty claims
• Repairs and after-sales service
• Website functionality
• Analytics
• Marketing where applicable and permitted

After-sales requests may require photographs, videos, invoice information and contact details so ROCO can assess a product concern.

More information about the types of information we collect, why we use it, third-party services, retention, cookies and customer choices is available in the ROCO Privacy Policy.

19. Customer Communication

Official ROCO communication may take place through:

• Website
• WhatsApp
• Telephone
• Email
• Invoice
• Quotation
• Order confirmation
• Contract
• Official social-media channels

Customers should verify important:

• Payment information
• Order changes
• Specifications
• Delivery arrangements
• Warranty/service instructions

through an official ROCO channel.

Customer Care is generally available:

Monday to Sunday
10:00 AM–8:00 PM PKT

Response times may vary depending on request complexity, evidence required, workshop confirmation, holidays and message volume.

Formal warranty and after-sales concerns should be submitted through ROCO After-Sales Services where appropriate.

20. Complaints and Dispute Resolution

ROCO aims to resolve customer concerns fairly and practically.

Step 1 — Customer Care

Please contact ROCO with:

• Order/invoice number
• Description of concern
• Relevant photographs/video
• Requested assistance

Step 2 — Internal Review

Where necessary, the matter may be escalated to:

• Quality Control
• Operations
• Workshop
• Management
• Another appropriate ROCO representative

Step 3 — Good-Faith Resolution

Depending on the issue, resolution may involve:

• Clarification
• Inspection
• Adjustment
• Repair
• Component replacement
• Product replacement
• Refund review
• Negotiation
• Mediation where appropriate

Nothing in these policies is intended to exclude or restrict a consumer right that cannot legally be excluded or restricted.

21. Responsible Materials and Environmental Statements

ROCO aims, where practical, to:

• Use materials efficiently
• Reduce avoidable workshop waste
• Reuse suitable material where appropriate
• Select durable construction suitable for the product
• Improve packaging efficiency
• Explore responsible sourcing

Environmental and sustainability statements should be based on information that ROCO can reasonably support.

ROCO does not intend to imply that every material, supplier or manufacturing process carries a particular certification unless that certification is specifically verified.

22. Events Outside Reasonable Control

ROCO may not be able to meet an original estimate where performance is materially affected by circumstances outside its reasonable control, including:

• Severe weather
• Natural disasters
• Fire
• Civil disturbance
• Transport interruption
• Government restrictions
• Import or supplier disruption
• Labour interruption
• Major infrastructure/power failure
• Carrier delays
• Other serious 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 obligations or customer rights that cannot legally be excluded.

23. Order-Specific Terms and Policy Priority

The following should be read together:

1. Confirmed quotation, project agreement or contract
2. Invoice or written order confirmation
3. Product-specific specifications and warranty
4. Applicable detailed ROCO policy
5. This general Business Policies page

Where terms appear inconsistent, ROCO will consider:

• Which term is more specific
• Which term was disclosed when the order was confirmed
• Whether a later written change was mutually approved
• Applicable consumer rights

A later website-policy change does not automatically reduce coverage or terms already confirmed for an existing order.

This is particularly important when ROCO updates:

• Warranty periods
• Materials
• Payment arrangements
• Delivery procedures
• Service policies

24. Policy Updates

ROCO may update its policies for future orders to reflect changes in:

• Products
• Materials
• Suppliers
• Manufacturing
• Payment methods
• Delivery services
• Technology
• Customer support
• Business operations
• Applicable legal requirements

The latest version and update date will be displayed on the applicable policy page.

Unless otherwise required, the policy version and order-specific terms disclosed when an order was confirmed ordinarily continue to apply to that order.

25. 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:

• Delivery concerns
• Repairs
• Warranty claims
• Maintenance
• Replacement requests
• Refund review
• Other after-sales matters

please use:

ROCO After-Sales Services

Furniture Made With Clarity. Policies Written the Same Way.

A ROCO order is more than an off-the-shelf retail purchase. It is often furniture produced for a particular customer, space and specification.

ROCO’s responsibility is to manufacture what was agreed, describe materials honestly, communicate order requirements clearly, deliver with care and provide appropriate support when an eligible issue occurs.

The customer’s responsibility is to review approved specifications, provide accurate measurements and access information, complete agreed payments and care for the furniture according to its intended use.

That balance allows ROCO to offer made-to-order furniture with transparent policies and dependable support before and after delivery.