Because every ROCO piece is made to order, we approach after-sales with a focus on fairness, transparency, and quality resolution, not rigid bureaucracy. Our policies reflect the uniqueness of each item and aim to ensure satisfaction without compromising craftsmanship.

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1. Made-to-Order = No Standard Returns

Unlike off-the-shelf products, Roco furniture is customized to your choices in material, dimensions, and finish. That’s why we do not accept general return requests such as:

• “Change of mind after order confirmation”
• “Measurements provided by the customer that result in size mismatch”
• “Aesthetic preference changes after approval”

However, we stand firmly behind our quality and service. If something goes wrong, we’ll fix it. That’s our promise.

2. Our Repair-First Promise

We prioritize in-place resolution over returns.

Eligibility:

• Issue reported within 7 days of delivery
• Product used within normal indoor conditions
• No alterations or misuse by customer

Process:

1. Contact us via WhatsApp (+92-317-6965610) or email (info@roco.pk) with photos or a short video.
2. Our QC team reviews the case within 2–3 business days.
3. For valid claims, we schedule a technician visit (free for major cities).
4. Most issues are resolved within 1–2 visits. If a part is needed, we handle pickup, repairs, and redelivery.

3. Exceptional Refund Cases

Refunds are processed in rare, genuine scenarios such as:

• Factory defect that cannot be repaired after two attempts
• Wrong product delivered (wrong SKU, model, material)
• Inability to fulfill order due to stock or manufacturing issue

Steps:

1. Customer fills our Refund Request Form (shared by support team)
2. QC and management review case within 7 business days
3. Upon approval:
   • Refunds are processed within 10 days via original payment method
   • 10% processing fee applies to cover material, labor & admin
   • Original shipping cost is non-refundable

4. Non-Refundable Circumstances

• Dislike of natural grain variation or minor color variation
• Damage caused after delivery by improper placement or cleaning
• Commercial use (unless declared)
• Items exposed to rain, sun, dampness, or heavy humidity
• Orders where the customer failed to inspect product at delivery

5. Exchange Policy

We do not offer direct exchanges for made-to-order items. However, if your item is damaged beyond repair during delivery and you reported it within 24 hours, we may offer an exchange at no cost.

6. Canceling Orders

• Within 24 hours of placing the order: Free cancellation
• After 24 hours: Cancellation incurs a 10 % restocking fee
• After production begins: Order becomes non-cancellable; advance deposit is non-refundable

7. Customer Support

We’re here to resolve, not deflect. Even when policies are firm, our tone is human, and we aim for clarity at every step.

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

Our goal is not just to deliver great furniture, but a respectful experience to match.