Returns & Refunds Policy

01Our policy

BRANDROOM does not offer additional voluntary returns beyond the rights required by applicable law. The legal rights below remain available to eligible customers.

02Return eligibility

Under Egyptian consumer protection rules, eligible goods may be returned for a refund or exchanged within 14 days of receipt, without giving a reason and without additional expenses, subject to the legal exceptions.

Keep your item in its original condition. Try clothing on carefully and avoid wearing, washing or altering it. Include any available tags, accessories and packaging when returning it. These care instructions do not remove your rights concerning an existing defect.

03Legal exceptions

An ordinary return may be excluded where:

• You have changed the item’s condition through use or handling.
• The item was made to your individual specifications and meets those specifications.
• The nature or packaging of the item prevents return or restoration to its original condition.
• It is underwear or a wedding dress whose wrapping has been removed, where this legal exception applies.

Exceptions depend on the item and the applicable law. A discounted price alone does not remove statutory return or defect rights.

04Problems with your order

If your item is defective, you may request a replacement or refund within 30 days of receipt. The remedy must be provided without additional cost, within one week of contacting us, in accordance with Egyptian consumer protection rules.

For a damaged delivery or an incorrect item, contact us promptly so we can assess the issue and arrange the remedy required by law. There is no separate 24-hour reporting condition that overrides your legal rights.

05Request a return

Email or call us using the details below. Include your order number or other proof of purchase, the item concerned and a way to reach you. For an item problem, describe what happened; photographs can help us understand it.

We will explain the return arrangements and confirm the destination. Contacting us for instructions does not shorten your statutory return period or extend a legally required refund deadline.

06Refunds and costs

Orders are currently paid for by cash on delivery. Eligible refunds are returned in cash, matching the original payment method. Another method may be used only with your express agreement and where legally permitted. Store credit is not compulsory.

A refund reflects the amount actually paid for the returned item, including any discount. Refunds are completed within the applicable legal deadline. Statutory returns carry no additional return or restocking charges; delivery-related amounts are handled as required by law.

07Exchanges

Replacement sizes or items depend on availability. If a replacement is unavailable, any applicable right to a refund remains in place. We will not require you to accept a voucher instead.

08Your legal rights

This policy does not limit mandatory consumer rights. Where the law provides greater protection, it takes precedence. For official guidance or a dispute, visit the Egyptian Consumer Protection Agency.