The Good Guys
Returns and Repairs

The Good Guys are here to help you find the right product to suit you and your family, but if you find that the product you receive is incorrect, faulty or damaged please follow the below steps so we can rectify any issue as soon as possible.

Handy Contacts

The Good Guys is here to help when the unexpected happens and you find you product has a fault or issue. Please determine the best contact below to suit your requirements and our friendly team will be able to assist you.

The Australian Consumer Law & Your Rights

The Australian Consumer Law (ACL) protects consumers by giving them certain guaranteed rights when they buy goods and services.

For example, the ACL requires that goods must be free of defects and do what they are meant to do. Services must be carried out with care and skill. These rights, which the ACL says automatically apply whenever goods or services are supplied to a consumer, are called ‘Consumer Guarantees’.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and failure does not amount to a major failure.

Consumer Guarantees have no set time limit but generally last for an amount of time that is reasonable to expect given factors including the cost and quality of the product or any representations made.

The Good Guys Refund & Warranty Policies

The Good Guys will provide a refund, replacement or repair in accordance with The Good Guys Minimum Voluntary Warranty Policy set out in this document. This Policy only sets out the minimum time periods within which The Good Guys will offer you a refund, replacement or repair and your rights under the ACL may extend beyond these time periods.

To obtain a refund or any other remedy please visit or call your nearest The Good Guys store or contact us via our website at www.thegoodguys.com.au/help-centre. You will be required to provide proof of purchase from The Good Guys. The Good Guys needs to be satisfied that the product is faulty, the cause of the fault and that the problem with the goods was not your fault. The Good Guys reserves the right to have goods assessed within a reasonable time frame by the manufacturer to determine this, including whether the goods are defective or simply require some form of basic troubleshooting.

In most circumstances faulty goods would have been sold complete with out of the box accessories such as remotes, controllers, power cords, battery chargers and connectivity cables. It is a requirement for the fulfilment of refunds, exchanges and replacements that customers have used their best endeavours to return faulty products complete with the out of the box accessories supplied at the time of the original purchase.

The Good Guys reserves the right to not provide a remedy in accordance with The Good Guys Minimum Voluntary Warranty Policy where the product has been used predominantly in a commercial or business environment or for commercial or business purposes and The Good Guys has not, prior to purchase, expressly advised that the product is designed for that environment or purpose. In such circumstances you may still have the rights against The Good Guys under the ACL.

Refund may be available after stated time limit if breach of Consumer Guarantees

Pre-Paid Service Cards Eg: Telstra Pre-Paid, Xbox Live, Digital Products And Subscriptions

Apart from The Good Guys Gift Cards, if you experience activation problems with Pre-Paid Cards or Special Activation Codes provided by third parties we recommend you contact the third-party service provider support centre for assistance in activating any credit entitlement as The Good Guys is unable to independently determine the validity of any of these codes. If the third-party remedy is not to your satisfaction and you believe the product breaches a consumer guarantee, then The Good Guys can provide a refund.

Services And Installations

For information relating to warranties for Services and Installations sold by The Good Guys Home Services, please go to www.thegoodguys.com.au/home-services-terms-and-conditions

Manufacturer Assistance

Many manufacturers have dedicated support centres designed specifically to deal with issues in relation to their products and may even provide in home support and advanced trouble shooting. In many circumstances the manufacturer may therefore be able to provide a quicker assessment of, and remedy for, any issue with your product, even if the manufacturer’s warranty has expired. You may therefore prefer to contact the manufacturer rather than The Good Guys, although you are not obliged to do this and, if at any time you are not satisfied with the manufacturer’s remedy in relation to your legal rights, you can contact the Store Manager of your nearest The Good Guys store for assistance.

Staff Code Of Conduct For Faulty Goods

The Good Guys staff are obligated to ensure that your ACL rights are NOT limited in any way.
Limiting your rights may include:

  • Informing you that the manufacturer is solely obligated to remedy your faulty product
  • Refusing to refund, replace or repair a product that is faulty and became faulty through no fault of your own within a time-frame considered reasonable under The Good Guys Minimum Voluntary Warranty Policy or the ACL
  • Failing to escalate or properly address any dispute you have in relation to any minimum timeframes and minimum remedies outlined in this document
  • Failing to assist in a courteous and timely manner with a remedy that is in accordance with The Good Guys Minimum Voluntary Warranty Policy
  • Redirecting you to another The Good Guys store because your original purchase was made there

If at any time you feel that The Good Guys staff conduct is not in accordance with these guidelines, ask to speak to the Store Manager or Manager on Duty.

Voluntary Warranty Guide February 2020

What To Do If You Believe That A Product You Purchased From The Good Guys Is Faulty:

  1. Please return the product to your nearest store, where our team members will consider what remedy you are entitled to. If it is a Big & Bulky product (i.e. white goods, large/fixed kitchen goods, air-conditioners and certain TVs), please call your nearest store first, and we’ll advise how to proceed.
  2. If after having spoken to one of our stores - and escalated the matter to the Store Manager, you are not satisfied that your ACL rights are being appropriately observed, then you can submit your concerns in writing via the Form below.

Please include the details of any remedy offered by The Good Guys, or the manufacturer, that was not to your satisfaction or that you believe is not in accordance with the ACL.

Consumer Guarantees Review Form

 
 
 
 
 

Your docket number and date are located on the top of your tax invoice. View Example

 
0/1000 Characters
 
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Upon submitting this form our team will investigate this issue and you can expect to hear from us within 2 business days.

Things to Know When Returning a Product

Please always check your purchase as soon as it is received or delivered to ensure that the product(s) are correct and not damaged or faulty.

    If you discover an issue please contact The Good Guys store of purchase as soon as possible via the following methods to discuss next steps:
  • If you purchased in store: find the number of the store here or visit our contact us page
  • If you purchased online: contact the team here or visit our contact us page
  • If you purchase over the phone: contact the team via 1300 942 765
  • If you purchased via eBay or The Good Guys commercial website: please visit those sites for contact details.

Go to our Store Locator to find your local store

Processing Refunds

Where The Good Guys is obliged to refund your payment pursuant to The Good Guys Terms and Conditions, we aims to initiate your refund to your original payment method within 2 business days (Monday – Friday 9am to 5pm Melbourne time).

The additional time that it takes for you to actually receive your refund will depend upon how quickly your financial institution or other payment provider processes the refund.

Please visit: https://www.thegoodguys.com.au/terms-and-conditions for full details of our refunds policies.

Expenses Of Claiming Under The Good Guys Warranty Policy

If your goods are faulty and you are entitled to a remedy under The Good Guys Minimum Voluntary Warranty Policy, The Good Guys will bear your reasonable expenses of making a claim under the Policy. This includes arranging and paying for, or reimbursing, the reasonable cost of the transport of the goods to and from your nearest store and/or to any repair agent, provided that you contact us in advance and obtain our prior approval.

More Information

For more information regarding Consumer Guarantees, Your Rights and the Australian Consumer Law visit the Australian Competition & Consumer Commission (ACCC) website: http://www.accc.gov.au/consumers/consumer-rights-guarantees