Most ROCO furniture is made to order according to the customer’s selected product, dimensions, materials, upholstery, colour, finish, configuration and other approved specifications.

Before production begins, ROCO commits workshop capacity, materials and labour to that order. For this reason, an advance payment is normally required to confirm made-to-order furniture.

This policy explains:

• Advance payments
• Order confirmation
• Remaining balances
• Delivery-charge payments
• Payment verification
• Order changes
• Larger and commercial orders
• International payments
• Cancellations and refunds
• Payment security

The exact payment arrangement stated on your quotation, invoice, contract or written order confirmation applies to your order.

At a Glance

1. Standard Advance Payment

For most made-to-order furniture, ROCO normally requires a 40% advance of the confirmed product/order value.

The advance allows ROCO to:

• Confirm the order
• Reserve workshop capacity
• Begin material procurement
• Schedule production
• Start approved manufacturing work

The exact amount required will be displayed on the:

• Quotation
• Invoice
• Contract
• Written order confirmation

before payment.

A 40% advance is ROCO’s standard arrangement, not an absolute rule for every type of order.

2. When a Higher Advance May Apply

ROCO may require a 50% advance, higher advance, staged payment or another payment arrangement where the order involves greater upfront commitment.

Examples may include:

• High-value orders
• Multiple furniture items
• Bulk orders
• Commercial or institutional projects
• Highly customized furniture
• Unusual dimensions
• Expensive or specially sourced materials
• Premium upholstery
• Imported hardware or mechanisms
• Customer-specific components
• International orders
• Export construction
• Special packaging or crating
• Large upfront material requirements
• Other orders with substantial initial production costs

Any non-standard advance should be clearly stated before the customer is asked to pay it.

3. When an Order Is Confirmed

An order is normally considered confirmed after:

1. The required advance has been received and verified;
2. Essential product specifications have been approved; and
3. ROCO has accepted the order for production.

Depending on the furniture, essential approvals may include:

• Product
• Quantity
• Dimensions
• Materials
• Wood or manufactured-wood construction
• Fabric, leather or leatherette
• Colour
• Finish
• Foam/seating preference
• Configuration
• Hardware
• Delivery location
• Other customization

The production timeline normally begins only after the required payment and necessary approvals have been completed.

If ROCO is still waiting for an important customer decision or approval, production time may not begin or may pause until the required information is received.

4. Remaining Balance

Unless different written terms apply, the remaining balance must normally be paid and cleared before the furniture is dispatched or released for collection.

Typical payment structures include:

Standard Order

40% advance
60% remaining balance

Larger or Specialized Order

50% advance
50% remaining balance

or another written arrangement agreed for that order.

ROCO will not normally dispatch, release or hand over furniture until the amount required before dispatch has been received and verified.

A different arrangement applies only where ROCO has expressly confirmed it in writing.

5. Why the Balance Is Due Before Dispatch

The remaining balance becomes due after ROCO has substantially completed the manufacturing commitment associated with the order.

Where practical, ROCO may provide:

• Product photographs
• Video
• Quality-control confirmation
• Dispatch preparation information

before final dispatch.

These records can help the customer review the completed piece, but the exact pre-dispatch process may vary by product and order.

Payment before dispatch does not remove the customer’s rights to report an eligible delivery issue, hidden manufacturing defect or other covered concern under the applicable ROCO policies.

6. Delivery Charges

Delivery charges may be handled in several ways.

They may be:

• Included in the original invoice;
• Quoted separately;
• Estimated initially and finalized later;
• Calculated after final packed dimensions and destination requirements are known.

Delivery cost can depend on:

• Product size
• Product weight
• Number of items
• Destination
• Delivery method
• Packed dimensions
• Access
• Floor
• Lift
• Labour
• Assembly
• Special handling

Where an approved delivery charge is due before dispatch, it must normally be paid together with the outstanding balance.

For full transportation terms, please review the:

ROCO Shipping & Delivery Policy

7. Payment Methods

Depending on availability and the order, ROCO may accept payment through:

• Bank transfer
• Approved digital payment method
• Debit or credit card where an active payment gateway is available
• Cash payment at an approved ROCO location
• Another payment method expressly confirmed by ROCO

Available payment methods may change over time.

Customers should make payment only using details:

• Displayed on a current ROCO invoice; or
• Shared through an official ROCO communication channel.

Do not transfer money to an unfamiliar individual, transporter or third party without confirming the arrangement with ROCO.

8. Bank Transfers and Payment References

When making a bank transfer, customers should use the banking information supplied on the applicable ROCO invoice or through an official ROCO channel.

After payment, ROCO may request:

• Transaction reference
• Payment receipt
• Sender’s account title
• Payment date
• Amount transferred

Please retain your transfer evidence until the payment has been confirmed.

Where practical, include your invoice/order number with the payment reference or accompanying message so the payment can be matched to the correct order.

9. Payment Verification

A payment is treated as received after funds have cleared and been verified in the designated ROCO account or payment system.

A:

• Screenshot
• Bank receipt
• Transfer confirmation
• Customer banking notification

can assist verification but does not by itself prove that cleared funds have reached ROCO.

Production, dispatch or release may remain on hold where payment is:

• Pending
• Incomplete
• Delayed
• Reversed
• Disputed
• Sent to incorrect details
• Still under verification

ROCO will make reasonable efforts to verify legitimate payments promptly.

10. Payment Confirmation and Records

After payment has been verified, ROCO will issue or update the appropriate:

• Invoice
• Receipt
• Order record
• Payment confirmation

where applicable.

Customers should review:

• Customer name
• Order number
• Product(s)
• Amount paid
• Remaining balance
• Delivery-charge status
• Payment schedule

Please report any discrepancy promptly.

Maintaining a clear written payment record helps both ROCO and the customer avoid confusion later.

11. Full Payment Option

Where available, a customer may choose to pay the full order value in advance instead of using the standard advance-and-balance structure.

Full advance payment does not change:

• The agreed product specifications
• Production responsibilities
• Delivery obligations
• Applicable warranty
• Customer rights under the order

unless a different written arrangement is expressly confirmed.

12. Cash on Delivery

Standard cash on delivery is not normally available for made-to-order furniture.

ROCO must commit materials and production specifically to each confirmed order, so an advance is generally required before manufacturing begins.

Any:

• Payment at delivery
• Partial cash-on-delivery arrangement
• Cash collection
• Special payment arrangement

applies only where it is expressly approved and recorded in writing.

Customers should not hand product payments to:

• Courier drivers
• Cargo personnel
• Independent transporters
• Unverified third parties

unless ROCO has specifically authorized that payment arrangement.

13. Order Changes and Additional Costs

A customer-requested change after order confirmation may affect:

• Total order value
• Material cost
• Required advance
• Remaining balance
• Production timeline
• Delivery cost
• Installation cost

Examples include changing:

• Dimensions
• Material
• Fabric
• Leather
• Finish
• Configuration
• Quantity
• Hardware
• Delivery location

Where a requested change is accepted, ROCO may issue a:

• Revised quotation
• Updated invoice
• Written change confirmation

Any additional payment required may need to be cleared before the relevant work continues.

If the approved change reduces the order value, the financial adjustment will be handled according to the revised written order terms and any costs already committed.

14. Large, Bulk, Commercial and Project Orders

Larger projects may require a different payment structure from the standard 40/60 arrangement.

This can include:

• Advance at confirmation
• Material-procurement payment
• Production-stage payment
• Milestone payment
• Payment before finishing
• Final balance before dispatch
• Final balance before installation

The applicable schedule should be clearly documented in the:

• Quotation
• Contract
• Invoice
• Written project agreement

before the relevant payment becomes due.

A delay in an agreed milestone payment may:

• Pause procurement
• Pause production
• Delay completion
• Delay dispatch
• Affect the delivery schedule

ROCO will communicate material payment dependencies where reasonably practical.

15. Commercial Credit Terms

ROCO does not automatically provide commercial credit simply because an order is placed by a:

• Business
• Office
• Restaurant
• Hotel
• Institution
• Contractor
• Corporate customer

Any credit period, retention, post-delivery payment or alternative commercial arrangement must be expressly agreed in writing.

Where no separate commercial terms have been agreed, the payment schedule shown on the accepted quotation/invoice applies.

16. International and Export Orders

International orders may require payment arrangements different from domestic furniture orders.

Depending on the order, ROCO may require:

• 50% or higher advance
• Full material cost before production
• Staged payments
• Full product value before export packaging
• Full product value before dispatch
• Full freight charges before carrier booking
• Packaging/crating payment in advance
• Customs/documentation-related costs where applicable

International transportation and related costs are normally paid by the customer unless expressly included in ROCO’s quotation.

These may include:

• Special packaging
• Crating
• Courier
• Air cargo
• Freight
• Transit insurance
• Customs documentation
• Other agreed logistics services

The exact payment schedule will be confirmed for each international order.

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

17. Currency and Bank Charges for International Payments

Where an international payment involves:

• Foreign currency conversion
• SWIFT charges
• Intermediary-bank fees
• Receiving-bank charges
• Payment-platform charges

the customer is responsible for ensuring that the required net amount reaches ROCO, unless different written terms apply.

Where ROCO provides a quotation in a particular currency, the quotation or invoice will state how payment should be made.

Exchange-rate or transaction-cost differences may require adjustment before production or shipping proceeds.

18. Customer-Requested Cancellations

An advance payment is not automatically treated as a penalty or automatically forfeited simply because it was called an “advance.”

However, made-to-order orders can create real customer-specific costs once ROCO begins committing resources.

Cancellation treatment therefore depends on:

• Order stage
• Materials purchased
• Materials already cut/prepared
• Specialized components ordered
• Workshop work completed
• Customer-specific labour
• Third-party charges already incurred
• Other reasonable committed costs

If cancellation is requested before meaningful materials or production costs have been committed, a larger portion of the payment may remain refundable.

Once customer-specific costs have been incurred, those reasonable committed costs may be deducted from the refundable amount.

Where production is substantially underway or completed, change-of-mind cancellation may no longer be reasonably available.

Complete rules are contained in the:

ROCO Returns, Cancellations, Repairs & Refunds Policy

19. Where ROCO Is Responsible

Customer-requested cancellation and ROCO failure are not the same thing.

Where ROCO confirms that:

• It cannot fulfil an accepted order;
• It materially failed to supply what was agreed; or
• Another eligible ROCO failure justifies a refund,

the customer should not automatically lose part of the payment through a standard cancellation or processing deduction.

The appropriate amount will be handled under the Returns, Cancellations, Repairs & Refunds Policy.

20. Refund Processing

Where a refund has been formally approved, ROCO will normally initiate the applicable payment within approximately 7–10 business days, unless another timeframe is communicated.

The time required for funds to appear may additionally depend on:

• Bank processing
• Card processor
• Payment provider
• Transfer method
• International banking processes

Where reasonably possible, refunds will be returned to the original or another verified payment method belonging to the customer/payer.

21. Failed, Reversed or Disputed Payments

If a payment:

• Fails
• Is reversed
• Is charged back
• Is disputed
• Does not clear

ROCO may pause:

• Order confirmation
• Production
• Dispatch
• Collection
• Delivery

until the payment position is resolved.

Where a payment dispute concerns only part of a larger order, ROCO may assess the affected amount and order separately where practical.

Nothing in this section prevents a customer from raising a genuine product, delivery or payment concern through the appropriate ROCO support process.

22. Payment Security

Protect your banking and payment information.

ROCO team members should never require your:

• Card PIN
• OTP
• Online-banking password
• Full banking password
• Complete card security credentials

through WhatsApp, email or phone.

Please be cautious about:

• Unfamiliar account numbers
• Messages asking for OTP/PIN
• Requests to send money to personal accounts not confirmed by ROCO
• Unexpected payment links
• Messages from unfamiliar numbers claiming to represent ROCO

If payment instructions appear unusual, verify them directly with ROCO before paying.

23. Incorrect Payment Details or Fraudulent Third Parties

Customers are responsible for checking that payment is being made to the details actually supplied or confirmed by ROCO.

If a customer transfers funds to:

• An incorrect account
• An impersonator
• An unauthorized third party
• A fraudulent payment destination

without ROCO receiving those funds, ROCO may be unable to treat the order as paid.

If you suspect fraud or an incorrect transfer, immediately contact:

• Your bank/payment provider
• ROCO Customer Care

so available steps can be considered promptly.

24. Payment Does Not Replace Order Approval

Receiving payment does not permit either party to disregard the agreed specifications.

ROCO remains responsible for manufacturing according to the confirmed order.

Customers remain responsible for reviewing and approving the applicable specifications before production where approval is requested.

Where important information remains unresolved, ROCO may pause manufacturing until that issue is clarified.

25. Payment and Warranty Rights

The fact that:

• A balance has been paid;
• Furniture has been dispatched;
• Delivery has been accepted

does not automatically prevent a customer from reporting an eligible hidden manufacturing defect during the warranty period applicable to that order/component.

Warranty issues should be handled through the ROCO Confidence Warranty and After-Sales Services.

Likewise, a warranty concern does not automatically cancel an unrelated payment obligation for other correctly supplied products or services.

26. Order-Specific Payment Terms

A specific:

• Quotation
• Invoice
• Contract
• Project agreement
• Written order confirmation

may contain a payment arrangement tailored to that order.

Where such terms differ from this general policy, the more specific written terms confirmed for the order ordinarily apply, subject to rights that cannot legally be excluded.

Examples can include:

• Different advance percentage
• Milestone payments
• Commercial credit
• International payment
• Retention
• Project-stage billing
• Special delivery payment

27. Existing Orders and Policy Changes

ROCO may update its standard payment practices for future orders.

A later website update does not automatically change the payment terms already confirmed for an earlier order.

Orders confirmed under an earlier arrangement ordinarily continue under the:

• Invoice
• Quotation
• Contract
• Written confirmation
• Policy terms

applicable to that purchase.

28. How This Policy Works With Other ROCO Policies

Business Policies

Provides the overall framework for ROCO made-to-order orders and customer responsibilities.

Returns, Cancellations, Repairs & Refunds Policy

Explains cancellation stages, committed-cost deductions, refund eligibility, repair-first remedies and approved refund handling.

Shipping & Delivery Policy

Explains delivery quotations, dispatch, delivery charges, access, inspection and transport.

ROCO Confidence Warranty

Explains component-specific warranty coverage and eligible manufacturing/material/workmanship claims.

After-Sales Services

Provides the formal route for product, repair, delivery and warranty concerns after order confirmation/delivery.

These policies should be read alongside the written terms applicable to the specific order.

29. Need Help With a Payment?

For questions about:

• Advance payment
• Remaining balance
• Invoice
• Delivery charges
• Payment verification
• Payment method
• Payment discrepancy

contact ROCO:

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

Support Hours

Monday–Sunday
10:00 AM–8:00 PM PKT

Please keep your invoice/order number and transaction reference available where possible.

Clear Payments. Clear Orders.

Furniture made specifically for a customer requires both parties to know exactly when an order is confirmed, what has been paid and what remains due.

ROCO’s payment approach is designed to balance that commitment:

an advance allows made-to-order production to begin, while the remaining balance is normally settled before dispatch.

For most standard orders:

40% to Confirm · 60% Before Dispatch

Larger, specialized, commercial and international orders may use another payment schedule where clearly confirmed in writing.