Terms & Conditions
Website Terms and Conditions
- General Terms and Conditions (PDF, 292KB)
- Delivery Policy
- Returns and Refunds Policy
- Restricted Goods
- Refunds and Exchanges Store Purchases
- Privacy Policy
- Cookie Policy
- Google Analytics
- Google Translate
- WEEE Regulations
- Competitions, Giveaways and Prize Draws
- Plant Welfare and Loss Replacement Policy
- Help
These terms describe your relationship with us and your use of our website. They are legally binding, and you accept and agree to them by using this website. These terms change from time to time, so please read them carefully each time you use this website. Your attention is drawn to the section below entitled 'Restrictions on our liability', as it restricts our liability to you - even if we are negligent. Your statutory rights as an individual buying something which is not for use in a business are not affected by these terms.
English is the only language used on this website.
INTERPRETATION:
In these terms: 1) 'us' and 'we' mean Mole Valley Farmers Limited. 2) 'including' and 'in particular' are used to illustrate particular examples, but they do not limit the scope of these terms in any way. 3) 'loss' means any loss or damage of any kind. It includes: (i) associated costs and expenses incurred in connection with any loss or damage or any related claim or legal proceedings, and (ii) compensation paid to third parties.
You: You confirm that: 1) you are accessing our website from within the United Kingdom, 2) you are over 18 years of age, 3) you are using your own payment card, 4) you are resident in the UK at the delivery address you give in the order form. If any of these are not true, you will compensate us in full for any loss we suffer as a result.
INFORMATION SERVICES:
This website includes information which we have sourced from third parties and which we make available free of charge. We have taken reasonable care when selecting those third parties, but we have no control over the information itself and we do not accept any responsibility for its accuracy. Some of the information concerns forecasts which may turn out to be inaccurate or wrong. This website also includes 'How To' guides, which provide guidance on certain tasks. These are a basic introduction to certain tasks for those who have not undertaken those tasks before: they are not comprehensive and they may not be suitable in all situations. Whatever the nature of the information, it is provided for general information only: you should not rely on it and you should obtain professional advice if you need information you can rely on.
OUR PRODUCTS:
The pictures on this website are for illustrative purposes only, and the items delivered may be different in detail. For example, they may be a different colour. Some items may not be available, in which case we may substitute an appropriate alternative. We may change our prices at any time, although this will not affect any orders we have already accepted. With some items, especially software, you do not become the owner of the item; instead, the manufacturer gives you a licence - ie permission to use the item in accordance with certain restrictions.
ORDER PROCESS:
You may only order items by adding them to your electronic 'basket' and then proceeding through the electronic 'checkout'. Further instructions will appear at each stage, and any charges you will have to pay will be clearly identified. Your order will be acknowledged when you submit it, but this does not mean that we have accepted it. Each item in your order constitutes a separate order. If we accept your order for all or any of the items, we will send you a further e-mail saying so. If we accept your order there is a legally binding contract between you and us. It consists of 1) the information on this website, 2) these terms, 3) your order, 4) our e-mail acknowledging your order, and 5) our e-mail accepting your order. It does not include anything else. Nothing on this website amounts to an offer to supply any items, and we are not obliged to sell you anything until we accept your order. We may decline to accept any order, or any part of an order, without giving any reason. You may be required to help us verify your age before we accept your order for certain items.
HOW TO ORDER TO THE CHANNEL ISLANDS:
For more than 25 years, Mole Valley Farmers has been serving our Channel Islands customers with a comprehensive range of equine, agricultural and rural items. We understand some of the unique challenges our customers in the Channel Islands have with purchasing online, so to further support our customers we are now offering the opportunity to purchase directly from our range of online products. By implementing a service which ensures all orders are processed with the VAT removed we aim to ensure that all details of online purchases meet our customers’ needs and expectations.
We have three ways in which you are able to process an order learn more
ACCEPTED BROWSERS:
The following browser versions support TLS (Transport Layer Security), which is the accepted level of secure encryption:
Firefox version – 27 and above
Chrome version – 30 and above
Internet Explorer version – 11 and above
Microsoft Edge
Opera version – 17 and above
Safari version – 7 and above
If your browser is not updated in line with the above versions, this could cause a loss in service as our payment service and its features might not be able to be viewed.
DISCOUNT:
Discount codes given are for online purchases only and are not available for Click & Collect orders unless otherwise stated.
Where discount codes, offer codes or reductions of any type are offered, these will automatically exclude gift vouchers, medicines, prescription products, and other controlled products.
Where discount codes, offer codes or reductions of any type are offered, these will not be accepted in conjunction with any other offer or discount including discounts associated with member benefits. discounts are available at the discretion of Mole Valley Farmers on orders up to the maximum value of £500 inc vat. Discounts are not applicable to items which are booked to account. We reserve the right to limit the use of the codes to a single unit of each product purchased and a single use of each code. This ensures volume purchases do not prevent other customers from taking advantage of the offer.
Mole Valley Farmers reserve the right to remove an offer or discount without notice at any given time.
Discounts are not accepted on Lister or Heiniger horse clipper promotions.
Free Delivery
Online Only. Please note that all Free delivery codes apply to standard home delivery orders only, on orders under 30KG and a basket spend of over £50. Zonal surcharges will still apply. Only available by using designated codes.
The following exclusions apply:
Click & Collect Orders
In Store Purchases
Other Controlled Products
Free Next Day Delivery - Lister Clippers
Online Only. Please note that this promotion applies to Lister Liberty and Lister Star promotion packs. Next day refers to next working day (Monday - Friday), and orders must be placed before 12pm to qualify for next day delivery. Orders must be under 30KG. Zonal surcharges will still apply.
The following exclusions apply:
Click & Collect Orders
In Store Purchases
Other Controlled Products
10% Off Online
Online Only. Please note that all 10% codes apply to online home delivery orders only. Zonal surcharges will still apply. Only available by using designated codes.The following exclusions apply:
The following exclusions apply:
Click & Collect Orders
In Store Purchases
Other Controlled Products
Not to be used in conjunction with other offers
Facebook £10 off £50 spend voucher - Instore Only
Instore Only. Offer is applicable on selected timber & fencing, hand tools, fixings, small machinery, paints & treatments, building supplies & aggregate products. This offer is not applicable on anything aside from these product ranges. Excludes quantity discounts. One voucher per household is redeemable. Not applicable to Mole Valley Farmers employees. Offer available on production of this voucher at your Mole Country Store / Mole Valley Farmers. This offer is valid until 23/02/2021, for one use only and only the original voucher will be accepted. This offer applies to purchases made, paid in full and taken away on the day, whilst stocks last.
Facebook 15% off 12kg Vitalin - Online Only
Online Only. The voucher is for use on moleonline.com only and not accepted in store. Offer is only applicable on the following 12kg Vitalin bags: Adult Chicken & Potato, Adult Lamb & Rice, Senior Light Salmon & Potato and Puppy Chicken & Rice. It is not redeemable on any Vitalin 15kg or 2kg bags or Vitalin Ferret 2kg bags. The discount can be used on top of the existing 2 for £64.99 promotion. One voucher per household is redeemable. Not applicable to Mole Valley Farmers/Mole Country Stores employees. Offer available on production of this voucher at moleonline.com. This offer is valid until 28/02/2021 inclusive. While stocks last.
UNDERSTANDING OUR PRICING:
moleonline.com and Mole branded stores operate separately. This means that the products and prices offered at each may be different.
For example:
- molevalleyfarmers.com might carry a product offering which is not offered in our retail stores
- Products may be priced differently in the stores than online at molevalleyfarmers.com
Similarly, promotional offers (such as coupons and additional discounts) offered at one may not be used at the others.
For example:
- In certain cases, a coupon offered in our Mole branded stores may not be applied toward purchases at molevalleyfarmers.com.
- Promo codes, free shipping offers and bonuses on molevalleyfarmers.com may not be applied toward Mole branded store purchases.
PAYMENT:
You must pay when ordering. If you are a member of Mole Valley Farmers and have registered and enabled your account you may charge your order to your member's account. You may view your account at any time, and you may use your debit card to settle your account at any time, any payment made will be applied to the oldest outstanding invoices (click on the 'My Account' tab above for more details). Apart from this, your use of your account in connection with this website is subject to the general account terms.
If you have yet to become a member, you may apply for membership by downloading the application form from this website (click on the 'About Us' tab above for more details) and sending it to us, but in the meantime you will only be able to charge your order to your credit card or debit card.
You may pay for most items using most widely accepted credit or debit cards, and for members this will result in a discount of 2% on the total charge. For certain items, you may only pay using certain credit cards or by charging them to your member's account.
DELIVERY:
We try to deliver all items within 3 to 5 working days (ie excluding Saturdays, Sundays and Bank Holidays), but longer delivery times apply to some items and this will be stated where this applies. We will try to deliver items the next working day if you select 'express delivery'. We may deliver the items we have agreed to supply at different times. We usually deliver by courier. We only deliver items to addresses within the UK excluding Jersey and Guernsey. We reserve the right to deliver them only to the address identified with the card or account you have used to pay. Our obligation to deliver the items is fulfilled when someone first tries to deliver them at the address you have specified in your order. You must report any errors or damage which are apparent at the time of delivery to the carrier. If a free delivery code is used free delivery is for standard delivery on orders under 30kg weight. For more information about delivery charges please see the Delivery Information Page.
CANCELLATION:
You may cancel your purchase within the cancellation period without having to give any reason, and we will refund the full price of the item (and all VAT and delivery charges associated with that item) to the card or account you used to place your order. The cancellation notification period begins the day after you have received the item concerned and lasts for 14 working days. If you do cancel your purchase, you must return the unwanted item to us. Unless the item concerned is one we substituted for the item you ordered, you must return at your own expense and if you require us to collect it from you we will charge you for the costs involved. You must take reasonable care of the item until it is returned to us, and we may charge you for any damage if you do not.
To cancel an order please write to us at Mole Valley Farmers, Moorland House, Station Road, South Molton, Devon. EX36 3BH or email [email protected]
We may cancel your order for an item at any time before it is delivered to the delivery address if we have made a mistake in the price for that item quoted on this website and a reasonable person would have realised that we had made such a mistake - such as where the price quoted is unusually low and it is not clear from the accompanying message that this was intended. If we cancel your order, we will refund the full price of the item (and all VAT and delivery charges associated with that item) to the card or account you used to place your order, but we do not have any further liability for cancelling.
RESTRICTIONS ON OUR LIABILITY TO YOU
These terms cover our liability for loss of the kind described, no matter what may be the legal basis for our liability and even if it results from our negligence. 6) Our products are not sold for re-sale. 7) We are not liable for any business related loss of any sort, whether loss of goodwill, revenue, profit or expected savings. 8) We are not liable for any loss resulting from the late despatch or delivery of any items. 9) If we do not despatch or deliver an item at all, we will refund the price of that item (and all VAT and delivery charges associated with that item) to the card or account you used, but we are not liable for any other loss. 10) Our total liability in connection with an item is limited to the total value of that item, including all taxes and delivery charges relating to that item. 11) We are not liable for any loss resulting from your reliance on any of the information services provided via this website.
Notwithstanding anything else in these terms, we do not restrict our liability: 1) for any personal injury resulting from negligence (whether or not it results in their death), 2) under Part 1 of the Consumer Protection Act 1987, 3) if we do not have the right to sell an item when we send it to you (but see above concerning software, which is only licensed), 4) for fraud.
EVENTS BEYOND OUR CONTROL
We are not in breach of our contract with you, or liable to you in any way, if we fail to perform our obligations, or are late doing so, because of something that is beyond our reasonable control.
THIRD PARTY LINKS
This website contains links to other websites. These are provided for your convenience but we do not endorse any of those websites or their operators, or give any assurance about them. We are not liable for any loss which results from your use of those websites. We are not responsible for the privacy practices they follow and you should read the privacy statements of each website you visit.
YOUR PRIVACY
We, Mole Valley Farmers, will treat all your personal information as confidential, although we reserve the right to disclose this information in the circumstances set out below. We will keep it on a secure server and we will fully comply with the Data protection Act 1998 and we are registered with the Information Commissioner's Office under Z5493646. Some personal information is provided by you when you enter certain details, and some we collect by placing a small amount of information (often referred to as a 'cookie') on your computer and by observing your use of the website. A cookie enables our computers to recognise you when you visit our website, and helps us give you a better service. This data is collected and used to enable us to process your order.
We may use this information to contact you regarding our website or our products and services, but you may choose not to have us send you any direct marketing by e-mailing us at [email protected] may also pass some of this information to some of the other organisations we use in order to supply you with the goods and services you have ordered - for example, those which process your card payments and deliver the items you have ordered. We will not allow them to use the information for other purposes. We may also transfer the information to anyone who acquires all or part of our business or assets.
We will retain any information about you for a reasonable period, or for as long as the law requires.
For certain categories of information, you have certain rights to know what information we have about you, how we use it, and to whom we disclose it. You may also ask us to update it if it is inaccurate. Go to the Information Commissioner's Office.
We use various measures to protect any information about you from access by unauthorised persons, and against unlawful processing and accidental loss, corruption and destruction.
We store the contract's content and will send you the details of your order as well as our general terms via e-mail. You can find the terms here at all times. The details about your recent orders can be found in your customer login.
We comply with the Data Protection Act 1998, and we are registered with the Information Commissioner's Office under Z5493646.
Read full Privacy Policy here >
COOKIE POLICY
Cookies are small text files which a website may put on your computer or mobile device when you first visit a site or page. The cookie will help the website, or another website, to recognise your device the next time you visit. Web beacons or other similar files can also do the same thing. We use the term “cookies” in this policy to refer to all files that collect information in this way.
There are many functions cookies serve. For example, they can help us to remember your username and preferences, analyse how well our website is performing, or even allow us to recommend content we believe will be most relevant to you.
Certain cookies contain personal information although most cookies won’t collect information that identifies you, and will instead collect more general information such as how users arrive at and use our websites, or a user’s general location.
We use a number of different cookies on our site. If you do not know what cookies are, or how to control or delete them, then we recommend you visit All About Cookies for detailed guidance.
To read our full Cookie Policy please click here >
SOCIAL BUTTONS
On some pages of our site you will see social buttons. These enable users to share or bookmark the web pages. There are buttons for: Twitter, Google +1, Facebook ‘Like’, LinkedIn ‘Share’, and StumbleUpon. In order to implement these buttons, and connect them to the relevant social networks and external sites, there are scripts from domains outside of Mole Valley Farmers. Please be aware that these sites are likely to be collecting information about what you are doing all around the internet, including Mole Valley Farmers's site. If you click on any of the social buttons, these external sites will be registering that action and may use that information. In some cases these sites will be registering the fact that you are visiting Mole Valley Farmers, and the specific pages you are on, even if you don’t click on the button if you are logged into their services, like Google and Facebook. You may wish to check the respective policies of each of these external sites to see how exactly they use your information and to find out how to opt out or delete such information.
EXTERNAL WEB SERVICES
We use a number of external web services on the Mole Valley Farmers website, mostly to display content within our web pages. For example, to show videos we use YouTube, Flickr for photographs. This is not an exhaustive or complete list of the services we use, or might use in the future, when embedding content, but these are the most common. As with the social buttons we cannot prevent these sites, or external domains, from collecting information on your usage of this embedded content. If you are not logged in to these external services then they will not know who you are but are likely to gather anonymous usage information e.g. number of views, plays, loads etc.
EMAIL TRACKING
Some emails that we send you have no tracking in at all. Other emails we send we put in tracking so that we can tell how much traffic those emails send to our site but we do not know who has clicked so the data is anonymous. Some emails we can track, at an individual level, whether the user has opened and clicked on the email. We rarely use the latter information at a personal level, rather we use it to understand open and click rates on our emails to try and improve them. Sometimes we do use the personal information e.g. to re-email people who didn’t click the first time. If you want to be sure that none of your email activity is tracked then you should opt out of Mole Valley Farmers' emails which you can do via My Account or you can unsubscribe by using the link at the bottom of the email.
EMAIL COMMUNICATIONS
As part of the registration process for joining the Mole Valley Farmers subscriber list you have the opportunity to opt in or out of various email communications. If at any stage you wish no longer to receive any emails that you receive from the site you can stop them coming by changing your preferences in My Account area. You can define what emails you receive from the site (if any) and save your settings. Alternatively, you can click unsubscribe link at the bottom of the email at any time.
GOOGLE ANALYTICS
This website uses Google Analytics, a web analytics service provided by Google, Inc. (“Google”). Google Analytics uses “cookies”, which are text files placed on your computer, to help the website analyse how users use the site. The information generated by the cookie about your use of the website (including your IP address) will be transmitted to and stored by Google on servers in the United States. Google will use this information for the purpose of evaluating your use of the website, compiling reports on website activity for website operators and providing other services relating to website activity and internet usage. Google may also transfer this information to third parties where required to do so by law, or where such third parties process the information on Google's behalf. Google will not associate your IP address with any other data held by Google. You may refuse the use of cookies by selecting the appropriate settings on your browser, however please note that if you do this you may not be able to use the full functionality of this website. By using this website, you consent to the processing of data about you by Google in the manner and for the purposes set out above. We have also implemented and use display advertising. The Google Analytics features that we have implemented are based on displayed advertising (eg: remarketing). You can opt out of Google Analytics for display advertising and customise Google Display Network ads preferences manager.
For further information about Google Cookies and Google Analytics click here >
PLEASE NOTE: We are not responsible for the content of external websites.
GOOGLE TRANSLATE
By using this service you agree that cookies may be stored on your local machine. Translations of pages on the Mole Valley Farmers website are performed by Google™ Translate, a third party service over which Mole Valley Farmers has no control. Translated pages are not part of the Mole Valley Farmers website. This service is an automated computer translation and, as such, will not be a perfect translation and will be prone to mistakes that a human speaker would not otherwise make. The translation should be used as a rough guide only. Mole Valley Farmers in no way accepts liability for the accuracy of these translations or any loss incurred as a result of them.
We take reasonable precautions to try to ensure that this website and our e-mails are free from computer viruses and other harmful programs, but we do not give any assurance that they are and we are not liable for the consequences of any which might be present. It is your responsibility to take appropriate steps to protect your computer against these - for example, by using up-to-date virus-detection software.
INTELLECTUAL PROPERTY
This website, its content and the computer programs behind it are protected by intellectual property rights. We own these intellectual property rights, or they are licensed to us, and we prohibit any activity which would infringe these rights. In particular, you must not copy any text or images from this website except for your own personal use: you must not distribute them in any way. We own the trade mark rights in the mark Mole Valley Farmers, and we prohibit its use in any way which would infringe our rights or cause confusion. The other trademarks appearing in this website belong to third parties, and we acknowledge their trade mark rights in them.
LINKS:
We welcome links to the URL for the home page of this website, but you must not generate or use links to any other page without our permission and you must not cause any additional text, images, frame or any other material or border to appear with any aspect of this website or its content.
DISPUTES:
Our contract with you is governed by the law of England and only the courts of England and Wales are entitled to decide any dispute arising out of the contract.
CUSTOMER SERVICES:
If you have any questions or complaints, please contact us by e-mail at [email protected], by telephone on 01769 576419 or by post at Ecommerce Division, Mole Valley Farmers Ltd, Station Road, South Molton, Devon, EX36 3BH.
This website is operated by: Mole Valley Farmers Ltd, Exmoor House, Lime Way, Pathfields Business Park, South Molton, Devon EX36 3LH
Registered in England No. 679848 - VAT Reg. No. GB 143 2150 14
Prescription Only Medicine - Veterinarian
If you are looking to place an order for a prescription only medicine – veterinarian (POM-V) you will need to obtain a valid signed prescription from your veterinarian. Your prescription must either be emailed or faxed to us, for more information about where to send your prescription please call 01392 872898.
Please note that we will not despatch your order until we have received an electronic copy of your prescription and we are satisfied that the prescriber and the prescription are genuine and legally valid. It is an offence for a person other than a registered veterinarian to prescribe a veterinary (POM V) medicine; and for a person other than the prescriber to amend a prescription issued by your veterinarian.
If we are unable to satisfy us that the prescriber and the prescription are genuine and legally valid we will cancel your order and issue a credit for the sum that has been paid by you for the product/s less reasonable expenses incurred by us in processing your order.
Any inaccurate or false information you supply to us could result in certain products being prescribed to you that are unsuitable or inappropriate for the intended use you have specified to us. Therefore, you hereby undertake at all times to provide true, complete and accurate information to us when ordering any veterinary products from us. You hereby acknowledge that we shall have no liability or responsibility for any direct or indirect loss or damage that may result to you, your animal or a third party incurred as a result of our reliance on false or inaccurate information supplied by you or on your behalf.
Online Retailer of Animal Medicines - Find out more here >
PLANT WELFARE AND LOSS REPLACEMENT POLICY
We cannot accept responsibility for the health and welfare of plants after delivery or collection from the nursery.
Please notify us within 7 days of receipt of goods to allow us to address any concerns. Within this time frame the Company is in a position to replace plants if there is good reason to do so. Following that period, the Company cannot be held responsible for the health and welfare of plants.
We cannot be held responsible for losses discovered within your planting scheme during the spring or summer following planting in the winter.
We pride ourselves on supplying healthy plants of the highest quality. However, it is not unusual for natural losses to occur following planting, even where good plant husbandry has been upheld, with the risk of losses being slightly higher for bareroot stock over and above rootballed or containerised.
Many factors exist which may have either a ‘positive’ or a ‘negative’ impact on the loss rate experienced, such as the storage and handling of plants upon receipt, the quality of planting, ground conditions, soil type compatibility, rainfall, drought and on-going maintenance. All of which are beyond our control.
We advise every customer to allow for this potential loss rate and to budget for replacements for two to three years following the initial planting.
Despatched with every order is our Plant Welfare Guide including what checks to make on receipt of plants, how to look after plants before planting out, as well as how to correctly plant and maintain them. Further, more detailed information can also be sought from our sales team or on our website.
The guides we offer are not provided as a 100% guarantee for plant success but as a help to reduce any potential loss rate.