Refund policy

TRM RETURN & REFUND POLICY


Last updated: 7 October 2026

 

TRM is a membership service providing members with access to professional barbering tools and equipment.

Unless expressly stated otherwise, all tools and equipment supplied as part of a TRM membership remain the property of TRM at all times. Membership payments provide access to TRM equipment and services and do not transfer ownership of the equipment to the member.

This Return & Refund Policy should be read alongside the TRM Membership Terms & Conditions.

1. MEMBERSHIP EQUIPMENT

Equipment supplied through your TRM membership may include clippers, trimmers, foil shavers, courtesy tools and other professional barbering equipment.

All TRM-owned equipment must be returned when required under your membership, including when:

  • you complete a tool swap;
  • a tool is recalled or requires inspection;
  • a temporary or courtesy tool must be returned; or
  • your TRM membership ends.

Cancellation or expiry of your membership does not transfer ownership of any TRM equipment to you.

2. CHANGING YOUR MIND

If you change your mind after joining TRM, please contact us as soon as possible.

Your statutory rights are not affected by this policy. Where you have a statutory right to cancel your membership, TRM will honour that right in accordance with applicable UK consumer law.

If TRM equipment has already been dispatched or delivered when a membership is cancelled, all TRM-owned equipment must be returned in accordance with the return instructions provided by TRM.

Equipment cannot be retained because a membership has been cancelled.

3. SIX-MONTH MINIMUM COMMITMENT

TRM memberships are subject to a minimum commitment of six monthly payments, subject to any statutory cancellation or other legal rights that apply.

After the initial six-month minimum term, your membership automatically continues on a rolling monthly basis until cancelled.

If you request cancellation during your minimum term and no statutory cancellation right applies, you remain responsible for the obligations associated with your agreed minimum membership term.

4. CANCELLING AFTER YOUR MINIMUM TERM

Once you have completed your six-month minimum commitment, you may cancel your rolling monthly membership in accordance with the cancellation process provided by TRM.

Cancelling your membership stops future membership renewals in accordance with the applicable cancellation date.

Cancellation does not remove your responsibility to return TRM-owned equipment.

5. RETURNING ALL EQUIPMENT WHEN YOUR MEMBERSHIP ENDS

When your TRM membership ends for any reason, all TRM-owned equipment in your possession must be returned to TRM.

This includes:

  • your current clipper(s);
  • trimmer(s);
  • foil shaver(s);
  • courtesy equipment;
  • temporary replacement equipment; and
  • any other TRM-owned equipment supplied to you.

TRM will provide return instructions and, where applicable, prepaid tracked return postage.

Unless TRM confirms otherwise in writing, equipment must be handed to the specified return carrier within 5 calendar days of receiving the relevant return instructions or return materials from TRM.

Please retain your proof of postage until TRM confirms that your equipment has been received.

If you are unable to return your equipment within the required timeframe, you must contact TRM as soon as possible.

6. UNRETURNED EQUIPMENT

All membership equipment remains the property of TRM.

If equipment is not returned within the required timeframe, TRM will attempt to contact you and provide an opportunity for the outstanding return to be resolved.

Where TRM-owned equipment remains unreturned, TRM reserves the right to take reasonable steps permitted under the Membership Terms & Conditions and applicable law to recover the equipment and/or recover reasonable losses associated with the failure to return it.

Where necessary, this may include appropriate debt recovery or legal proceedings.

Any amount sought by TRM will be assessed reasonably and in accordance with our Membership Terms & Conditions and applicable consumer law.

7. 120-DAY TOOL SWAPS

A TRM tool swap is part of the membership service and is not a retail product return or refund.

Eligible members may choose to continue using their existing setup or request a different eligible tool when their 120-day swap window becomes available.

Approximately 14 days before the swap window opens, TRM will invite the member to complete a digital Tool Condition Check.

The requested photographs, videos or information must be provided so TRM can assess the condition of the equipment.

Any outstanding loss, damage or equipment issue may need to be resolved before a replacement TRM tool is approved.

8. THE SWAP BOX

Once a swap has been approved and the replacement equipment is ready, TRM will dispatch the member’s Swap Box.

Where applicable, the Swap Box will contain:

  • the replacement TRM equipment;
  • return instructions; and
  • prepaid tracked return postage or instructions for accessing it.

The member should remove their replacement equipment, securely package the outgoing TRM equipment in the Swap Box and return it using the method provided.

Outgoing equipment must normally be handed to the specified return carrier within 5 calendar days of receiving the replacement equipment.

9. TOOL CONDITION & NORMAL WEAR

TRM understands that professional barbering equipment is used in a working environment.

Normal professional wear and tear is expected.

This may include reasonable cosmetic wear, light marks, normal product or hair build-up and reasonable wear to replaceable components resulting from normal professional use.

Damage beyond reasonable professional wear may include, but is not limited to:

  • significant impact or drop damage;
  • cracked or broken casing;
  • deliberately damaged equipment;
  • liquid or water damage;
  • unauthorised modification or repair;
  • missing components;
  • damage caused by misuse or neglect;
  • severe physical damage;
  • loss or theft of equipment; or
  • other damage materially beyond reasonable professional use.

Where potential chargeable damage is identified, TRM will assess the equipment and contact the member regarding the next steps.

10. DIGITAL CONDITION CHECK VS PHYSICAL INSPECTION

Approval of a digital Tool Condition Check does not prevent TRM from inspecting the equipment once it is physically returned.

The digital check is designed to identify obvious issues before a swap is approved.

Once returned, equipment may be physically inspected, tested, cleaned and assessed by TRM.

If previously undisclosed damage or another material issue is discovered during physical inspection, TRM may contact the member and deal with the issue in accordance with the Membership Terms & Conditions.

11. FAULTY EQUIPMENT

If you believe a TRM tool has developed a fault, please contact TRM before returning it.

TRM may request photographs, video or additional information to help assess the problem.

Depending on the circumstances, TRM may arrange inspection, repair, replacement or return of the equipment.

Where included within your membership plan, you may also be eligible to request a courtesy tool while qualifying equipment is being assessed.

Nothing in this policy affects your statutory rights.

12. COURTESY EQUIPMENT

Any courtesy equipment supplied by TRM remains TRM property and is provided temporarily.

Courtesy equipment must be returned when requested by TRM.

It must not be retained after the original equipment issue has been resolved or after your membership ends.

Failure to return courtesy equipment will be treated in the same way as failure to return any other TRM-owned equipment.

13. REFUNDS

Membership payments are generally non-refundable once properly due and the relevant membership period or service has been provided, except where:

  • you have a statutory right to a refund;
  • TRM has charged you incorrectly;
  • TRM agrees that a refund is appropriate; or
  • applicable law otherwise requires a refund.

Where a refund is approved, it will normally be returned to the original payment method.

The time taken for funds to appear after TRM processes a refund may depend on your bank or payment provider.

14. PREPAID RETURN POSTAGE

Where TRM provides a prepaid return label, QR code or other prepaid return method, it must only be used for the TRM return for which it was provided.

Members are responsible for securely packaging equipment and following the return instructions supplied by TRM.

If your prepaid return method is lost, expired or cannot be used, please contact TRM before sending the equipment by another method.

Members should retain proof that the equipment was handed to the specified carrier until TRM confirms receipt.

15. WELCOME PACK & MEMBERSHIP CARD

Your TRM Welcome Pack and Membership Card form part of your onboarding experience.

Unless TRM specifically asks you to return them, your Welcome Pack and Membership Card do not need to be returned when your membership ends.

Professional tools and other TRM-owned equipment supplied through your membership must be returned.

16. LOST OR STOLEN EQUIPMENT

If TRM equipment is lost or stolen while in your possession, you must notify TRM as soon as reasonably possible.

TRM will review the circumstances and advise you of the next steps.

Lost or stolen equipment may result in charges or recovery of reasonable losses in accordance with the Membership Terms & Conditions and applicable law.

17. YOUR STATUTORY RIGHTS

Nothing in this Return & Refund Policy is intended to exclude, restrict or replace any statutory rights available to you under applicable UK consumer law.

Where any part of this policy conflicts with a statutory right that cannot legally be excluded or restricted, your statutory rights will take priority.

18. CONTACTING TRM

If you need help with a return, cancellation, refund, tool fault, swap or equipment issue, please contact TRM through the contact details provided on our website.

Please include your full name, membership details and a brief description of your enquiry so we can locate your membership and assist you as quickly as possible.