Last updated 21 October 2026
Returning a purchase
You can return any item you bought within 14 days of receiving it, in line with the Egyptian Consumer Protection Law (No. 181 of 2018), as long as it is unused, complete and in its original packaging with all accessories, manuals and seals.
- To start a return, contact us with your order number at store@backroom.app or +20 100 000 0000.
- You can drop the item at our studio, or we can collect it in Cairo and Giza for the standard delivery fee.
- We inspect the item within 3 working days of receiving it and tell you the outcome.
- Memory cards, batteries and other consumables can only be returned if their packaging is still sealed, for hygiene and data-safety reasons.
Faulty or wrong items
If an item arrives damaged, faulty or is not what you ordered, tell us within 30 days of delivery. We will repair it, replace it or refund it in full, including the delivery fee, at your choice where the law allows. Items covered by a manufacturer warranty after that period are handled through the authorised agent, and we help you with the claim.
Cancelling a rental
- 48 hours or more before the rental start date: full refund.
- Between 24 and 48 hours before the start date: 50% refund of the rental amount.
- Less than 24 hours before the start date, or not collecting the gear: no refund.
- You can move a rental to new dates once, free of charge, if you ask at least 24 hours before it starts and the gear is free.
- Returning gear early does not refund the unused days.
- If gear we supply is faulty and we cannot replace it with equivalent gear the same day, we refund the affected days in full.
Security deposits
Rental deposits are not charged online. They are collected at handover and returned in full when the gear comes back complete and undamaged, normally the same day. See the rental terms for what happens if gear is damaged or late.
How refunds are paid
- Refunds go back to the card or wallet you paid with, through Paymob.
- We issue the refund within 3 working days of approving it. Your bank or wallet provider usually takes 7 to 14 working days to show it on your statement.
- Delivery fees are refunded only when the item was faulty, wrong, or the order was cancelled by us.
- We do not charge any fee for processing a refund.
Orders we cancel
If we cannot fulfil an order, for example because an item is no longer available, we tell you straight away and refund the full amount you paid, including delivery.
Contact
BackRoom for Creative Production Services LLC, BackRoom Studio, 12 Example Street, Zamalek, Cairo. Email store@backroom.app, phone +20 100 000 0000, Saturday to Thursday, 10:00 to 20:00.