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Returns and Refunds Policy

We hope you are completely satisfied with your purchase from Mole Valley Farmers Ltd.  If, however, you would like to return or exchange a product then please read the instructions below before sending your item back.  This will enable a smooth transaction.

Unwanted Goods

If you decide that you do not want an item that you have ordered, please complete the tear off slip at the bottom of your invoice and pack the products securely (so that they reach us in a resalable condition).  Then post them to the address at the bottom of the returns slip.  Failure to complete the form may result in a delay in processing your return.

Please ensure that you obtain and retain a proof of posting when you return your goods.  This is to protect you in the event that your goods are lost in transit.  They remain your responsibility until they reach us.

We can arrange a collection on your behalf for a charge.  To do so, please call 08456 033622.

Alternatively, you may return the item to your local branch. Find your nearest branch.

If you return a product you have purchased from us in a re-saleable condition and within seven days we will issue you with a full refund.  This does not affect your statutory rights.

Faulty Goods

In the unlikely event that you receive faulty or damaged goods please call 08456 033622 to arrange collection of the goods.  Please have your order number ready.

You will be issued with a returns number that should be written down.  Please then re-package the goods and put a note of the returns number you have been given in with them.  Please write the address shown at the bottom of the returns slip (which accompanies your invoice) clearly on the parcel.  We will then arrange for your parcel to be collected.

There is no charge for the return of faulty goods.

You may also return faulty items to your local branch.  Find your nearest branch.

Delivery Policy

By default, the price of standard delivery to mainland UK addresses is shown in your basket, but will change if you live outside of mainland UK or if you select express delivery.  It will change automatically if you log in and save a delivery address that is outside of mainland UK.

Orders worth over £150 (excluding VAT) and weighing less than 30kg qualify for free standard delivery.  If your order qualifies and you would like to upgrade to express delivery you will be charged the upgrade fee only.

Whilst we make every effort to deliver within the stated timescales we are unable to guarantee circumstances beyond our control. We aim to dispatch all orders received before 12pm on the same day.

For security reasons we are only able to deliver your first order to the card holder’s billing address.  Subsequent orders may be delivered to an alternative delivery address.  Only customers who are members of Mole Valley Farmers (i.e. Farmer Shareholders, Country Members and Standard Account Holders) are exempt from this rule, because security checks are made during membership application.

Standard Delivery 3 – 5 Days

Express delivery (Next Working Day)

£3.00 surcharge

Zonal Surcharges

We can deliver to any address in the UK, including Northern Ireland, however certain regions incur delivery surcharges and certain orders may have restrictions:

0 – 2kg

• Orders weighing between 0 – 2kg are not subject to any regional surcharges.

2 – 30kg

• The following postcodes will be subject to a £6 surcharge and have no express delivery option:
  IV, HS, KA27-28, KW, PA20-49, PA60-78, PH17-26, PH30-44, ZE 

• The following postcodes will be subject to a £10 surcharge and have no express delivery option:
  BT, IM, TR21-25.

30kg plus

• The following postcodes will be subject to a £10 surcharge and have no express delivery option:

Grampians AB1 - 36 & 38 – 56

• The following postcodes will be subject to a £15 Surcharge and have no express delivery option:

Highlands AB37, IV1-39, KW1-14, PA21-40, PH19-41, PH49

• Customers requiring delivery to the following postcodes will be required to phone our customer services department on 0845 6033622 for a delivery quote due to their location and the weight of their order:

Scilly Isles, Northern Ireland, Isle of Man, Scottish Islands

(IM, BT, TR21 – 25, HS1 – 9, IV40 – 56, KW15 – 17, PA20, PA41 – 49, PA60 – 78, PA80 – 88, PH42 – 44, ZE1 – 23)

Peripheral Postages 

Whilst our aim to deliver within the stated timescales remains, it is likely that delivery will take 1-2 days longer to the following postcodes, due to their locations:

AB30-31, AB33-38, AB41 6-8, AB41-43, AB43 6-8, AB44-45, AB51-56 & 63, DD8-10, FK8 3, FK17-21, HS, IM, IV1-3, IV4-36 & 40 & 52-54, IV41-49 & 51 & 55-56, KA27, KA28, KW, PA20-49, PA62-77, PA60, PA61, PA78, PH, TD15 2, TR21-25 and ZE.

Channel Islands

Please note that we are currently unable to dispatch orders placed on the website to the Channel Islands.  However our Newton Abbot branch is able to take orders for delivery to the Channel Islands.   If you are interested, please contact the Branch on 01626 836555.