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”
• Color or size mismatch due to inaccurate measurements
• Disliking the final look (when built as per approved design)

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.