Return, Replacement, Warranty & After-Sales Policy
Last Updated: July 19, 2026
At Rovenka Holdings (Pvt) Ltd, we are committed to providing high-quality products and professional sourcing solutions. As an international trading and procurement company, we operate under different supply models depending on the product and the customer’s requirements.
Some products are maintained in our local inventory and are available for immediate delivery, while many other products are sourced specifically upon customer order from overseas manufacturers or suppliers.
Because these business models differ, our return, replacement, warranty, and after-sales policies also differ as outlined below.
1. Locally Stocked Products
This section applies to products that are stocked and sold directly from Rovenka’s local inventory.
If a product is found to be defective, damaged due to manufacturing defects, or if an incorrect product has been supplied, customers should notify Rovenka as soon as possible and preferably within seven (7) working days of receiving the product.
To evaluate the claim, customers may be requested to:
- Provide clear photographs or videos showing the defect; and/or
- Return the product to Rovenka for inspection.
Where photographic evidence is sufficient and accepted by Rovenka, a replacement may be arranged without requiring the product to be returned.
Where physical inspection is required, the customer must return the product before a replacement is processed.
Once the claim has been approved, Rovenka will arrange a replacement within seven (7) working days after receiving the returned product or within another mutually agreed timeframe.
This policy applies only to manufacturing defects or products supplied incorrectly. It does not cover damage resulting from misuse, improper installation, accidents, unauthorized modifications, normal wear and tear, or use outside the manufacturer’s specifications.
2. Special Order, Imported & Customer-Specific Products
Many products supplied by Rovenka are procured specifically for individual customer orders and are not maintained in local inventory.
These may include transactions conducted under, but not limited to:
- EXW (Ex Works)
- FOB (Free On Board)
- CIF (Cost, Insurance & Freight)
- DDP (Delivered Duty Paid)
- and other internationally recognized Incoterms.
Because these products are sourced specifically for each order, returns, cancellations, refunds, or exchanges are generally not accepted once an order has been confirmed or production/procurement has commenced, unless otherwise agreed in writing.
Where applicable, Rovenka will assist customers in obtaining repairs, replacement parts, or manufacturer warranty support in accordance with the original supplier’s or manufacturer’s policies and conditions.
3. Customer-Nominated Suppliers & Manufacturers
Where a customer specifically requests products from a particular manufacturer, supplier, or factory, Rovenka acts primarily as a procurement, trading, logistics, and import/export facilitator.
In such cases:
- Product warranties remain solely the responsibility of the original manufacturer or supplier.
- Rovenka does not provide an independent product warranty unless specifically agreed in writing.
- If required, Rovenka may assist in coordinating communication, export procedures, shipping, documentation, or logistics relating to warranty or repair claims. Any associated costs may be chargeable.
4. Repairs & After-Sales Support
Where repair services are available, Rovenka will make reasonable efforts to coordinate repairs either locally or through the original manufacturer.
Repair availability depends on:
- Manufacturer support
- Availability of spare parts
- Technical feasibility
- Product condition
- Commercial practicality
Repair turnaround times may vary depending on supplier response times, shipping schedules, customs procedures, and parts availability.
5. Foreign Exchange & Pricing Policy
Many products and after-sales services supplied by Rovenka involve international procurement and are influenced by foreign exchange rates, international freight costs, import duties, taxes, supplier pricing, and third-party service charges.
Accordingly:
- Prices for future repairs, replacement parts, warranty support, logistics services, and other after-sales services will be calculated using the actual costs applicable at the time the service is confirmed.
- If foreign exchange rates or related costs increase after the original sale, Rovenka reserves the right to revise the applicable charges before proceeding with any chargeable service.
- A reduction in foreign exchange rates does not automatically entitle customers to reduced pricing, as many associated costs—including supplier pricing, taxes, duties, logistics charges, and local service provider fees—may not decrease proportionately or may have already been contractually committed.
- Any revised charges will be communicated to the customer before chargeable work proceeds.
6. Refund Policy
Unless otherwise agreed in writing or required under applicable law, Rovenka does not provide refunds for:
- Special-order products
- Imported-to-order products
- Customer-specific procurement
- Products manufactured specifically for a customer
- Products sourced from customer-nominated suppliers
Where a replacement, repair, or manufacturer warranty solution is available, those remedies will normally take precedence over refunds.
7. How to Submit a Claim
To request a replacement, repair, warranty assessment, or after-sales support, please provide:
- Invoice or order reference number
- Product description
- Description of the issue
- Photographs or videos where applicable
- Your contact details
Our team will review your request and advise you on the next steps as quickly as reasonably possible.
8. General Provisions
Rovenka reserves the right to assess each claim individually based on the circumstances of the transaction, supplier policies, product type, and applicable contractual agreements.
Nothing in this policy limits any statutory consumer rights that cannot legally be excluded under applicable law.
If a separate written agreement or purchase contract has been executed between Rovenka and the customer, the terms of that agreement shall prevail to the extent of any inconsistency with this policy.