Refund policy
Can I Change or Cancel My Order?
We work quickly to dispatch orders, so cancellations are generally not possible once an order is placed.
If you need to update your delivery details, please email howdy@murchison-hume.com immediately and we’ll assist where we can.
Return Policy (Australia)
If the product you received isn’t what you expected, you may return it within 7 days in its original condition and packaging for a refund (shipping at your cost).
Opened Products & Scent Preferences
Fragrance is personal. If you’ve opened a product and decide the scent isn’t for you, email howdy@murchison-hume.com.
While we cannot offer refunds for opened items unless they’re faulty, we can arrange store credit once the product is returned in original packaging.
Return shipping is your responsibility.
Faulty or Damaged Products
We will repair or replace any defective product within 90 days of delivery, provided the damage is not due to:
-
Contamination or leakage caused by you
-
Misuse or improper handling
-
Use outside the instructions or specifications on the packaging
If your order arrives damaged or incorrect, email howdy@murchison-hume.com with photos so we can resolve it quickly.
What If My Parcel Arrives Visibly Damaged?
If your parcel arrives with obvious exterior damage, you may refuse the shipment and advise the carrier it is “Refused due to damage.”
Then email us at howdy@murchison-hume.com so we can assist with next steps.
What If I Notice Damage After Delivery?
If you discover damage after opening your parcel, contact us with photos.
At our discretion we may:
-
Authorise a return
-
Issue a replacement
-
Provide a refund
Delivery & Dispatch
Orders usually dispatch within 1–2 business days after payment is received.
We use Australia Post Parcel Post or Express Post, and International Express Post for overseas orders.
Shipping costs are calculated based on weight and size at checkout.
Risk in goods passes to you once the parcel leaves our warehouse.
If you’d like insurance or alternative shipping options, please email us.
How to Contact Customer Care
Email: howdy@murchison-hume.com
Hours: Monday–Friday, AEST business hours