Returns and Refunds Policy
We hope you are completely satisfied with your recent purchase from moleonline.com, however, if you would like to return your order then please follow the instructions below.
We will gladly refund your order within 28 days of purchase. Your order must be returned in a new and unused condition, including items received by you damaged or faulty. Wherever possible, please return with the original product packaging intact. We do not offer an exchange service – items will be refunded where applicable and you may reorder at moleonline.com or by contacting the moleonline Customer Services Team - 01769 576419.
As stated at point of purchase, and in our Terms and Conditions, we are unable to accept returns on the following products, unless faulty or damaged (This does not affect your statutory rights):
- Animal medicines – general and vaccines
- Agrochemicals - herbicides, pesticides, and fungicides
- Animal feeds - products which are fed to animals destined for the human food chain
- Equestrian Safety wear including riding hats and body protectors
How to return your order
Please ensure that all returns are packaged appropriately and securely. If possible, please use the original moleonline packaging in which your order was received. Complete the tear off slip overleaf, showing the reason for your return, along with the product description and quantity. To avoid delays in processing your refund, it is essential to enclose the completed returns slip within the parcel.
Please send your return to the following address:
Mole Valley Farmers (Store)
Pathfields Business Park
We recommend obtaining proof of postage. This can protect you in the event your goods are lost in transit. Your returned parcel remains your responsibility until it reaches us.
Via a Mole Store
If more convenient, you may take your returns parcel to any of our Mole stores who will send to our central returns team for processing on your behalf. A full list of stores can be found at moleonline.com/storelocator.
NB. Our stores cannot process your refund, only return your parcel to moleonline for processing on your behalf.
Returning of Bulky or Oversized Items
If the item you are returning is over 1.2 meters in length, width, or height or exceeding 30kg in weight, please call the moleonline Customer Services Team on 01769 576419 who will be able to offer you further assistance.
Click and Collect Orders
You may take your Click and Collect order that you wish to return to any of our Mole Valley Farmers or Mole Country Stores. The store will request a refund with our central returns team for processing, who will issue a refund within 5 working days to your original payment method. A full list of stores can be found at moleonline.com/storelocator.
We will process your return, and refund if applicable, within five working days of receipt of your return parcel. Refunds will be made to the payment method originally used.
Terms and Conditions
Please note that the above is for information purposes only and does not constitute the Terms and Conditions of your purchase. See our Terms and Conditions.