FAQs

Orders are usually dispatched within 24 hours... All orders placed during the weekend will be processed on Mondays. Delivery in Belgium is normally the next working day. Delivery in neighbouring countries usually takes place within 3 days of dispatch. Deliveries to the rest of Europe take up to one week after dispatch. Pallets can take up to 1 extra working day.

This information is offered as an indication, due to situations beyond our control we cannot guarantee delivery times. If you have not received your order after the indicated time has elapsed please contact our customer service.

All deliveries except for oversize parcels and pallets are dispatched with UPS. If we have your email address you will receive an email from UPS with the tracking number when we dispatch your order.

All orders will be processed after payment has been received unless otherwise advised.

If, despite our good care, an item is delivered to you that is not to your satisfaction, you can make use of the right of withdrawal and return it to us.   

Right of withdrawal - What does it mean?  

As a consumer, you have the right to revoke the sales agreement involving a distance purchase (online) and made between you and us, Transgroom N.V., within a period of 14 days, and to return purchased items. This can be done without giving any reason. This sales agreement must have been made for non-professional purposes.   

The withdrawal period shall begin on the day on which you or a third party designated by you and other than the carrier acquires physical possession of the item or goods. The withdrawal period shall expire 14 days after that day.   

TRANSGROOM N.V. undertakes to replace or reimburse any product upon receipt of the returned item.   

Do you want to exercise your right of withdrawal? Please inform us of your decision to withdraw from the agreement by a clearly worded and unambiguous statement (e.g., by e-mail or in writing by post).   

Below you will find the information needed to prepare your statement:  

For the attention of Return Service 
Transgroom N.V.  
Moenkouterstraat 4  
8552 Moen  
Belgium  

e-mail: [email protected] 
telephone number: +32 (0)56 25 20 10 

To where do I send my return?

An item must be returned to us within 14 calendar days* at the following address:

Transgroom N.V.

For the attention of the returns department

Moenkouterstraat 4

8552 Moen

Belgium

The postmark shall serve as proof. Please pack the return goods well. We cannot be held liable for goods that arrive damaged.

Returns can only be handled if they are accompanied by a correctly and fully completed return form.

Please note:

As a consumer you have the right to determine the proper functioning of the goods, but the article must be intact and undamaged. We also ask you to send it back in the original packaging.

For scissors, we need to make extra, specific checks and therefore we ask you, if possible, to return them to us within 7 calendar days. The right of withdrawal can only be exercised on scissors that have not been used. 

Which goods are non-returnable?

Items must be unused and returned in their original packaging. If items are no longer saleable, they cannot be taken back by us. This includes items that:  

• cannot be returned after opening (e.g., for hygienic reasons or because of damaged packaging)  
• are no longer in a new condition due to damage or wear after use 
• are custom-made according to your specifications and wishes as a customer (e.g., personalised K-Design stickers) 
• have been purchased by professionals.   

Articles that can no longer be sold are therefore understood to be: damaged articles, articles without the original packaging, articles with damage to the packaging, articles showing signs of wear and tear after use or in the case of clothing and the like, articles without labels.  

The right of withdrawal cannot be exercised for a sales agreement in our showroom, but only for a remote sales agreement (online). 

Will my return costs be refunded?

Return costs incurred by you are for your account and will not be credited, unless it concerns damage or a mistake on our part. In that case, the article in question will be collected by us. Returns are at your own risk. If necessary, send the return package by registered post.

We do not offer the refund of any import charges in the case of shipments outside the European Union, neither in the case of dispatch of the original item nor in the case of returns. Please enquire well in advance whether any customs fees have to be paid.

What should I do if the goods are damaged upon receipt?

If there is visible damage to the packaging at the time of delivery, we ask that this be noted on the delivery note and signed off by you. If this is not possible, please send us clear photos within 48 hours of receipt. We will then arrange for an exchange as soon as possible.

Will the returned item be replaced or refunded?

Transgroom will replace/refund the product upon receipt of the returned item and provided that the enclosed and fully/correctly completed return form is also included. In the event of a refund, we will reimburse all costs (including delivery costs), unless the delivery method chosen by you deviates from standard delivery methods and incurs additional costs.

We undertake to carry out the refund using the same means of payment you used during your original purchase, unless you have expressly agreed to another means of payment (which does not incur any additional costs for you as a customer). If it concerns a refund, please also fill in your bank details in the attached return form.

How can I have a delivered item replaced?

If you would like to receive a different item and therefore want to make an exchange, we ask you to indicate this on the return form. As soon as our customer service department has received the return package including the completed return form, they will contact you by telephone or e-mail to complete the exchange. If it concerns an exchange outside Europe, the costs involved will be at your expense.

Does the item you wish to receive as a replacement cost more than the originally delivered item? In that case you will receive an email from us with an additional request with payment instructions. As soon as we have received the payment, the new article will be sent to you.

What if I have questions about the guarantee of a product?

If you have any doubts or questions about the guarantee, please contact our customer service first: [email protected]. Once this has been discussed with them, we will ask you to return the product in question to us. Depending on the situation, the product will be replaced or repaired free of charge.

* For scissors we kindly ask you to return them within 7 calendar days. Otherwise, we cannot carry out a correct quality control and therefore cannot guarantee a refund/exchange. 

With each delivery, all parcels need to be checked thoroughly for visible damage before signing.

All visible damage must be noted on the delivery note (nature of damage, number of damaged boxes) next to the receiving signature. In the event of damage, the buyer is required to inform us within 48 hours of the delivery. This can be done by simply filling out the form below.
Click here

The buyer is required to send us clear pictures of the damaged products and/or packaging. We kindly ask to preserve the damaged products together with the inner and outer packaging until they are picked up or the claim has been accepted by the transport company.

Late declarations or declarations which do not meet the conditions above, will be declined.

On all our electrical appliances there is a warranty on the no wearing parts.

Even after the warranty period, you can always count on our after-sales service.

Here you can find a list with an overview of all delivery rates for each country

For information about shipping costs outside the EU* you can always contact us by phone on the following number: +32 (0)56 25 20 10 or email at [email protected]

*Important notice: Countries outside the EU may be subject to additional charges in accordance with the legal provisions of the country of delivery. Need more info? Please contact the local services.  

I would like to make use of the sharpening & repair service.

Do you have scissors and/or clipper blades that need sharpening? Is your dryer, clipper or other electrical grooming equipment in need of maintenance? Then we are the ideal partner for you in this respect as well!

How do I proceed?

Send all the items you wish to have sharpened or maintained to Transgroom. In this case, all shipping costs will be for your account.  As soon as we have received your item, they will be sent directly to our sharpening and repair department. You will be notified by phone or e-mail when the material is ready to be returned to you. Then you will also be kindly asked to make the payment. As soon as we have registered the payment, we will send the items back to the address of your choice. Shipping charges start as low as 6.57€ excl VAT within Belgium, depending on the size and amount of your package and the desired address. 

 

To which address do I send the material that needs to be sharpened or maintained?

Please send your sharpening and maintenance material to:

Transgroom

For the attention of the service department

Moenkouterstraat 4

8552 MOEN, Belgium

 

Don't forget to include your name, address, email and telephone number, as well as any comments regarding the service you require.

Download your sharpening form here, and/or your repair form here, fill it out with the required information and add it to your package. 

We would like to ask you to pack your scissors and clipper blades well and preferably individually to prevent damage.

To effectively diagnose a problem during repair or maintenance of your , we request that you provide as many components as possible and deliver the product in full. For example, a clipper is considered complete when the cutting head, battery, charging station, and any additional parts are all sent together, including the packaging.

Would you also like to place an order with us? No problem! Your order can be sent together with your sharpened or repaired items.

 

How long will this take?
As soon as your material arrives here with us, it goes directly to our service department. We strive to return all sharpening work within 3 days and repair jobs within 5 days (excluding holidays). If replacements or spare parts need to be provided, this time may vary depending on the stock of the relevant spare parts.

In case of collection, we ask you to pick up the repaired or sharpened items within one month. If this period is not respected, we will be obliged to charge a storage fee.

 

How much does the sharpening service cost?

Sharpening clipper blade:	€9.50 excl. VAT
Sharpening standard scissors:	€11,95 excl. VAT
Sharpening standard curved scissors:	€12,95 excl. VAT
Sharpening special scissors:	€17,95 excl. VAT

 

Standard scissors, such as those from Show Tech, are generally German made. Special scissors, on the other hand, are usually made in Japan and of higher quality. This requires a special sharpening technique. The Utsumi and Yento scissors fall under the latter category.

 

Repairs or service: this depends on the time and the parts required. You can always first request a cost estimate via [email protected].

 

Sometimes it is not possible to estimate the cost of repair without inspection. In this case we will ask you to bring or send us the item(s) to be repaired and we will then look into the exact repair costs in more detail. Should you subsequently decide (based on the information obtained) not to have the items repaired after all, we will charge a fixed cost of €9.50