Returns and refunds
Return with confidence
CardroomKoala accepts returns within 30 days of delivery for a full refund. This page sets out the condition requirements, proof of purchase details and the practical steps for returning premium bathroom accessories and fixtures purchased through cardroomkoala.com.
Before you send anything back
Use this quick check before lodging a return request for tapware, shower fixtures, vanity accessories or bath linens. It helps protect finishes such as matte black and brushed nickel, and gives the team the information needed to assess the return promptly.
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Return request is made within 30 days of delivery This is the stated return window for a full refund.
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Product is in a returnable condition Items should be unused, uninstalled and handled carefully, especially finished metal surfaces and mirrors.
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Original packaging is included where available Packaging helps prevent damage to tapware, showerheads, dispensers and fragile bathroom pieces in transit.
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Proof of purchase is ready Your order confirmation, receipt details or other purchase record helps match the item to the order.
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Accessories, fittings and included parts are returned together Incomplete returns may need extra review before a refund can be approved.
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Warranty concerns are described clearly If the issue relates to a possible fault, include what happened and when it was first noticed.
How the return process works
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01
Review the item and timing
Check that the item is within 30 days of delivery and is suitable to return. For bathroom fixtures, avoid test-fitting, installing or marking the product before contacting CardroomKoala, as installation can affect eligibility.
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02
Get in touch with order details
Email [email protected] or use the contact page with your name, order reference, product name and reason for return. If the item may be faulty or damaged, include clear photos so the correct return or warranty pathway can be considered.
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03
Pack the product securely
Repack the item with protective materials so surfaces, threads, glass and accessories are not damaged while being returned. Include all included parts, care information and packaging components that came with the product where available.
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04
Return assessment is completed
Once the returned product is received, CardroomKoala will assess the item against the return conditions and the information supplied. If the return is approved, the refund is processed according to the site’s return terms.
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05
Choose the next piece if needed
If you wanted a different finish, size or style, place a new order through the normal checkout. Add to cart, check out and pay on delivery; no account is needed to order.
Return terms at a glance
These are the core conditions that apply to returns on CardroomKoala orders in Australia. They are written plainly so you can decide whether to lodge a return before repacking the item.
- Return window
- Returns are accepted within 30 days of delivery for a full refund.
- Refund amount
- A full refund applies to eligible returned items accepted under the returns process.
- Proof of purchase
- Required so the order and item can be identified.
- Product condition
- Returned products should be unused, uninstalled and complete with included parts where available.
- Currency
- Prices and refunds are handled in AUD.
- Ordering pathway
- Add to cart, check out, pay on delivery.
- Account requirement
- No account is needed to order.
- Return contact
- [email protected]
Useful return references
These pages support the returns process without duplicating the full policy. Use them when you need the broader purchase terms, product care context or direct help with a specific order.
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Terms & Conditions Read the site terms that sit behind orders, returns, refunds, warranties and customer responsibilities.
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Design & Care Guides Check care guidance for matte finishes, rust-resistant materials, bathroom storage and other product handling considerations.
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Sustainability & Water Ratings Review WELS-related information for water-saving fixtures if your question concerns a showerhead, tapware or other rated product.
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Contact CardroomKoala Use this page when you need help starting a return, discussing a possible fault or confirming the information to include.
Return questions before you lodge
How long do I have to return an order?
Returns are accepted within 30 days of delivery for a full refund. Contact CardroomKoala as soon as you know an item is not suitable so the return can be handled within the return window.
Can I return installed tapware or shower fixtures?
Products should be unused and uninstalled for a standard return. If your concern relates to a fault, damage or warranty issue, contact [email protected] with order details and photos so the correct pathway can be reviewed.
Do I need an account to organise a return?
No account is needed to order, and you can contact CardroomKoala directly with your proof of purchase. Include enough order information for the team to identify the item and delivery.
How are exchanges handled?
If you prefer a different finish, accessory type or bathroom style, the simplest pathway is to return the eligible item and place a new order. Add the new item to cart, check out and pay on delivery.
What if the item appears faulty?
Keep the product, packaging and included parts together, then contact CardroomKoala with photos and a clear description of the issue. Warranty-related concerns may need to be assessed differently from a change-of-mind return.
Who can I contact about a return?
Email [email protected] or call +61 400 657 537. If you need to reference the business address, use 24 Cremorne Street, Cremorne VIC 3121.