A ROCO order is furniture made for you,  your space, your dimensions, and your finish. That is what makes it worth owning, and it is also why our returns policy works a little differently from ordinary retail.

This page explains it plainly: when an order can be cancelled, how we handle anything wrong at delivery, and how we put things right when a piece isn’t as it should be. Our starting point never changes — we are here to resolve concerns fairly, not to avoid responsibility.

Because most ROCO furniture is built after you confirm your order, materials are bought, cut and prepared specifically for you. A completed made-to-order piece cannot simply be returned to stock, so change-of-mind returns are limited once production begins. Everything that follows sets out exactly where that line sits — and where it does not apply.

THE ROCO COMMITMENT If we supply the wrong product or a genuine defect, we correct it. If we cannot fulfil your order, you receive a full refund with no deduction.“Repair-first” never means accepting an inadequate fix; it means we resolve the actual problem properly before anything more drastic is considered. Everything below is simply the detail behind that promise.

Manufacturing and material defects after delivery are also covered by the separate ROCO Confidence Warranty. The coverage shown on your product page, invoice, quotation or written order confirmation forms part of your order terms.

At a glance

The quick version. Every row is explained in full in the sections that follow.

Where this policy applies

This policy covers eligible purchases made directly from ROCO,  through our website, showrooms, WhatsApp, telephone, social channels, or a ROCO-issued quotation or invoice. It governs order cancellations, change-of-mind requests, delivery concerns, incorrect or incomplete orders, repairs, replacements and refunds.

Defects that appear after delivery are handled under the separate ROCO Confidence Warranty, which covers structural, foam, hardware, upholstery, finish and outdoor coverage by construction type.

Why ROCO furniture is made to order

Most ROCO pieces are built after you confirm your order and pay the required advance — manufactured to your chosen dimensions, construction, fabric or leather, colour, finish, storage layout, cushion firmness and hardware. Once materials are bought, allocated, cut or prepared for a specific order, they often cannot be reused for another customer. That is the honest reason change-of-mind returns are limited once production is under way.

For the same reason, a correctly supplied made-to-order piece is not normally returnable simply because preferences change, because it does not fit a space measured by the customer, or because it looks different from how it was imagined while still matching the approved order. None of this applies where ROCO supplies a materially incorrect product or where an eligible defect is confirmed — those we put right.

Confirming your order

Your order is confirmed once the required payment is received and you have approved the essential details in writing — through an invoice, quotation, website selection, WhatsApp, email or other written confirmation. Before you approve, please review carefully:

• Product name and quantity
• Dimensions, material, colour and finish
• Upholstery, storage or configuration
• Delivery location and price
• Estimated lead time and warranty coverage

Report any error before production begins. Verbal requests become part of your order only once ROCO acknowledges them in writing. Changes after confirmation may adjust the price, extend the lead time, require additional advance, or make already-purchased materials non-refundable.

Cancelling your order

Because production begins at a defined point, what a cancellation costs depends on when you ask. Find your moment on the timeline below.

Any amount paid above what has been reasonably committed and cannot be recovered remains refundable, and we will always tell you the applicable deduction before finalising anything.

Production and delivery times

Lead times are careful estimates unless a guaranteed date is confirmed in writing, and normally begin once the advance is received and dimensions, materials, colours and any site information are finalised. Timelines can be affected by customer-requested changes, delayed approvals, specialised or imported material availability, supplier interruptions, severe weather, transport disruption or restricted access — and we will always share a revised estimate where a material delay occurs.

A reasonable production delay does not by itself make a completed customised order cancellable. But if we cannot fulfil your order within a reasonable revised period, you may request cancellation and a refund of the eligible unfulfilled amount. Delays caused by customer changes, unavailable access, incorrect information or an unpaid balance do not create an automatic right to cancel.

Inspecting your delivery

A quick check at delivery protects you. Where possible, you or your representative should inspect the furniture on arrival — product and quantity, dimensions, colour and material, any visible scratches, cracks or chips, upholstery, glass or stone, missing components, and drawer or door operation. Note any obvious concern with the delivery team and report it to us promptly, and keep the protective packaging until your inspection is done.

What to report, and when

Different concerns have different reporting windows. Clear photographs or a short video help us resolve things quickly.

Not spotting a hidden defect at delivery does not remove your warranty coverage. But visible delivery damage reported well after the 48-hour window is harder to separate from damage that happened later, and is assessed on that basis.

Incorrect, incomplete or damaged deliveries

If we supply a materially incorrect, incomplete or delivery-damaged product, avoid further use where it could worsen the issue, take photos or a short video, keep the item and packaging protected, and contact us within the applicable window. After reviewing your order confirmation and evidence, we may supply a missing component, correct the configuration, repair or refinish the affected area, replace a component or the product, or — where correction isn’t reasonably practical — approve a refund. A minor, repairable issue does not automatically qualify the whole product for replacement or refund.

Repair-first resolution

Most furniture concerns are best resolved by adjusting, repairing, refinishing or replacing the affected component — and done properly, that restores your piece fully. For an eligible claim we choose the right remedy based on the nature and severity of the issue, the product’s construction, safety and function, material availability, your location, and whether the work can be completed on-site or needs the workshop.

Repair-first does not mean accepting an inadequate solution. It means an appropriate repair or component replacement is attempted before full product replacement where that will genuinely correct the problem. Where it will not, we move to replacement or refund.

Service timelines

We normally acknowledge a complete complaint within three business days. After assessment and approval, many adjustments and standard component replacements are resolved within 7–21 business days; custom upholstery, foam, wood, finish or structural work may need longer. These are service targets rather than guarantees, and we will always communicate material delays and revised estimates.

Product and component replacement

We replace a product or component where a substantial eligible defect cannot reasonably be repaired, where repair would compromise safe or intended use, where an incorrect product cannot be corrected, or where replacement is simply more practical than repeated repair. Often only the affected component needs replacing while the rest of the piece remains sound. Where an original fabric, colour, hardware or finish is no longer available, we offer the closest reasonable equivalent after discussing it with you.

A repair or replacement does not restart the original warranty — coverage continues under the terms of the ROCO Confidence Warranty.

When a refund applies

Refunds are considered where repair or replacement isn’t the right resolution — specifically where we cannot fulfil the order, a materially incorrect product cannot reasonably be corrected or replaced, a substantial covered defect cannot reasonably be repaired, a suitable replacement cannot be provided, a cancellation qualifies under the cancellation terms, or we mutually agree a refund is fairest.

A full refund is not automatic for a minor repairable issue, an adjustable alignment concern, natural variation in wood, leather, marble or handmade finishes, a change of preference, an incorrect customer-supplied measurement, or damage from use, handling, moisture, sunlight or another excluded cause.

Refund deductions

WHERE ROCO IS RESPONSIBLE

No processing, cancellation or material deduction applies when the refund results from our inability to fulfil, a materially incorrect product we cannot correct, a verified substantial defect we cannot practically repair or replace, or another confirmed ROCO failure.

FOR AN ELIGIBLE CUSTOMER-REQUESTED CANCELLATION

We may deduct the cancellation charge, non-refundable payment-processing costs, materials bought specifically for the order, completed labour or customisation, supplier cancellation charges, and any transport already incurred. You are told the deduction before the refund is finalised. Where you prefer to keep a piece with a minor non-structural issue, a partial refund may be agreed in writing as final settlement.

Delivery charges

Original delivery charges are generally non-refundable where you voluntarily cancel an eligible order, where delivery was completed correctly, or where a piece doesn’t fit because of customer-supplied access measurements. Where a full refund is approved for a verified ROCO error, a materially incorrect delivery or an irreparable covered defect, the reasonable standard delivery charge is not unfairly deducted. Premium services already provided — special lifting, dismantling, storage or express transport — may remain non-refundable.

How refunds are processed

Approved refunds are normally processed within 10 business days of written approval, confirmation of the final amount, collection or return of the product where required, and receipt of any requested payment details. Refunds are issued to the original payment method where reasonably possible; bank or gateway processing time may follow after we release payment. We will never ask you to return furniture without written collection instructions.

Exchanges

We don’t offer standard change-of-mind exchanges on completed made-to-order furniture; where an eligible issue is confirmed, we provide a replacement product or component as a remedy instead. Before production begins, you may request to change the ordered product — which may involve adjusting or cancelling the original order, paying any price difference, deducting committed costs, and issuing a revised timeline and invoice. After production begins, switching to another product is generally not possible.

Measurements and property access

For nationwide and remote orders, please confirm your room dimensions, wall and floor space, doorway width and height, staircase turns, lift size and weight limits, corridor access and any building restrictions before you approve. Where you supply these, ROCO isn’t responsible if an accurately made product doesn’t fit, cannot pass an entrance, or needs dismantling, a lifting service or extra labour. Where ROCO conducts and records a paid or approved site measurement, responsibility is assessed against what we measured. Any remaking, dismantling or transport caused by customer-supplied measurements or restricted access is quoted separately.

Colour, material and natural variation

ROCO furniture is made from natural and manufactured materials that are never perfectly uniform. Reasonable variation in wood grain and shade, leather grain and texture, marble or stone veining, fabric batches, handmade polish, and screen or photographic representation is part of the material’s character — not a defect — where the piece remains consistent with the approved material and overall finish. Where a supplied material, colour or finish is materially different from what was confirmed, rather than a reasonable variation, we assess it as an incorrect-order concern and put it right.

Customer-supplied materials

Where you supply fabric, leather, glass, marble, hardware or another component, ROCO isn’t responsible for its inherent quality or durability, and shortages, inconsistency or supplier defects in it remain with the original supplier. Our workmanship in installing your material stays covered for the applicable installation period, and replacement labour caused by failure of a supplied material may be chargeable. Please supply enough quantity and confirm suitability before production begins.

What is not eligible

Kept in one place for clarity. Unless required by law or agreed by ROCO, a standard return or refund is not available for:

• Change of mind, or a product that matches its approved specification
• Incorrect customer-supplied dimensions or inadequate property access
• Natural material variation or minor handmade variation that doesn’t affect use
• Customer-supplied material defects
• Normal wear or ageing, or damage after delivery
• Misuse, overloading or improper relocation
• Moisture, damp, sunlight or unsuitable environmental exposure
• Third-party repair, drilling or modification, or customer-applied coatings
• Commercial use not disclosed and approved in writing

Manufacturing and component coverage is reviewed under the ROCO Confidence Warranty.

Nationwide repairs and collection

Because we deliver across Pakistan, after-sales arrangements vary by location and issue — remote guidance, a local technician, a ROCO representative, on-site adjustment, collection of a component, or workshop repair. Where an issue is confirmed as a ROCO delivery or manufacturing error, we arrange a reasonable correction without charging you for the covered repair or replacement. Where no covered defect is found, or the cause is customer handling, environment or relocation, inspection, transport, labour or redelivery charges may apply — always communicated before service is arranged.

How this works with the warranty

This policy and the ROCO Confidence Warranty do different jobs. This policy covers order cancellation, change-of-mind requests, initial delivery concerns, incorrect products, and the repair, replacement and refund process. The warranty covers defects that appear after delivery — structure, foam, engineered wood, springs, hardware, mechanisms, upholstery workmanship, finishes and outdoor coverage — with its own exclusions and care obligations. Reporting a visible delivery issue within 48 hours is not the same as the long-term warranty period; a hidden manufacturing defect can still be reported within the relevant warranty period even if it wasn’t visible at delivery.

How to submit a request

To request a cancellation, repair, replacement or refund, contact us with your invoice or order number, name and registered phone number, product name and delivery location, a clear description of the concern, photographs of the complete product and affected area, a short video where movement or sound is involved, and the date you first noticed the issue.

Please don’t arrange third-party repairs, dismantling or return transport before receiving written instructions from us. Where an issue may affect safe use, stop using the affected product until it has been assessed.

Your consumer rights

This policy explains ROCO’s commercial procedures clearly and fairly. Nothing here is intended to exclude or restrict any consumer right that cannot legally be excluded, and where any part of it conflicts with a mandatory requirement of applicable consumer law, that legal requirement takes priority.

Policy version

The version disclosed at the time of your order applies to that order. ROCO may update this policy to improve clarity, service or future procedures; a later update will not unfairly reduce rights or remedies already confirmed for an existing order. Specific written terms on an invoice, quotation or order confirmation form part of the order agreement.

Furniture made for you. Support designed around you.

A ROCO order is more than a retail purchase — it is furniture produced for a particular customer, space and specification. Our responsibility is to make what was agreed, deliver it with care, and respond properly when an eligible issue arises. Yours is to confirm the details, provide accurate measurements, and care for the piece as intended. That balance is what lets us offer customised furniture nationwide with fair, transparent, dependable support.