Refund policy
Last updated: 21 October 2026
Thank you for shopping with Alexander Australia. This policy applies to items purchased through our online shop (accessories, parts, mouthpieces, cleaning and care products, etc). It does not apply to Horns, which are sold by individual enquiry — return and warranty terms for a horn are agreed directly with you at the time of sale. Your rights under the Australian Consumer Law apply to every purchase, including Horns.
Change of mind returns
We accept change of mind returns on eligible items within 30 days of delivery, provided the item is unused, in its original packaging, and in resaleable condition. You are responsible for return shipping costs on a change of mind return. To start a return, contact us at admin@alexanderaustralia.com.au with your order number.
Exceptions
For hygiene reasons, mouthpieces and other items that contact the mouth cannot be returned once the packaging has been opened, unless the item is faulty.
Faulty or damaged items
Nothing in this policy limits your rights under the Australian Consumer Law. Where a product has a major or minor problem, you are entitled to a repair, replacement, or refund as required by law, and these consumer guarantees cannot be excluded. If an item is faulty, we will cover the reasonable cost of returning it. If an item arrives faulty or damaged, contact us at admin@alexanderaustralia.com.au with your order number and a description (and photo, where possible) of the issue.
Refunds
Once we've received and inspected your return, we'll let you know if the refund was approved. If approved, you'll be refunded on your original payment method within 5 business days. Please remember it can take some time for your bank or credit card company to process the refund.
Exchanges
Want a different size or item? The quickest way is to return your original item (see above) and place a new order for what you'd like instead.
Contact us
If you have any questions about returns or refunds, contact us at admin@alexanderaustralia.com.au.