The Good Guys Extended Warranty offers you peace of mind for products you purchase from us.
We want to make sure that you enjoy your purchase for years to come and what better way than knowing you're protected.
Cover in a nutshell
The Good Guys Extended Warranty provides the peace of mind, certainty and convenience of having the whole repair/replacement process managed for you in respect of most mechanical and electrical failures, including failures caused by wear and tear, during the period of your Extended Warranty and after the expiry of any manufacturer warranty.
The Good Guys Extended Warranty is available for purchase on selected products that...
- are purchased new from The Good Guys
- are manufactured for use in Australia
- include a Manufacturer's Warranty valid in Australia at the time you originally purchase it
Are one of the following types of products:
- a domestic product, such as a piece of electrical equipment or major appliance, designed, and used by you, for domestic or personal use only or
- an office product, such as a computer (including laptops), tablets, facsimile machine, photocopier, scanner, printer, other computer peripheral or telephone, designed, and used by you, for personal purposes or small business purposes (the business comprising a maximum of 5 people)
The Good Guys Extended Warranty must be purchased at the same time as you purchase your product.
Why buy Extended Warranty?
Our Extended Warranty covers most breakdowns including many caused by general wear and tear
Put simply this means that you’re covered if your product wears out over time as well as for specific mechanical breakdowns.
Sometimes parts in products just wear out, especially as they get older and may need to be repaired or replaced.
No limit on claims
Having no limit on claims means it doesn't matter how many times you claim within the Extended Warranty period, we'll fix your product.
Free replacement if we can't economically fix your product
If your product is too expensive to repair, or not able to be repaired we’ll replace it with an equivalent product.
In home servicing for larger items
We'll always organise a repairer to come to your home to repair large appliances. This includes products like washing machines, fridges, TV’s etc.
If the product can be fixed in your home it will be.
If it needs to be taken away for repair the repairer will take it and deliver it back to your home in good working order.
Automatic replacement for products under $250
Many products that cost under $250 can be time consuming to repair. All you have to do is call The Good Guys Customer Care team on 1300 368 509.
They'll give you a claim number to take with your faulty product to The Good Guys store nearest you. One of our staff will verify the fault and then replace it with a brand new product up to the value of your original product price.
$250 food spoilage cover for each claim on refrigerators/freezers
There's nothing worse than when your fridge or freezer breaks down and you lose all your food. We provide up to $250 to replace any food you might lose if your fridge or freezer breaks down. This will be paid at your request.
If your laundry product (washing machine or washer dryer) is out of action for more than 10 consecutive days from the time we have been notified of the failure, you will be eligible for a credit for cleaning services up to the value of $150. You will need to provide receipts for cleaning services.
Courier costs covered if required
Sometimes we may need to organise a courier to take your product to a repairer. If this is the case you will not be out of pocket for any transport costs.
There is no limit to distance so it doesn't matter where you live we’ll cover these costs.
Cover for use in offices
The Good Guys Extended Warranty covers IT products for use in a small business (up to 5 people) without having to purchase a commercial warranty.
No lemon Cover
No lemon cover means that If the same part in a Product requires repairing more than two (2) times as a result of Mechanical or Electrical Failure, the Product will be replaced on the third visit at your request.
You can transfer your Extended Warranty quickly and easily by contacting The Good Guys Customer Care team on 1300 368 509. They can organise the transfer at no cost to you.
This is great if your purchase is a gift or if the product is sold by you at a later date. The person who receives or purchases the product is still covered by the Extended Warranty.
14 day cooling off period
We want to make sure that you’re happy with your Extended Warranty purchase.
If you decide for any reason that you’d like to cancel your Extended Warranty you can do this within 14 days of your purchase.
Just visit the store you purchased the product from and they will refund the cost of the Extended Warranty.
The Good Guys can cover some products for commercial use. Please talk to our sales staff who can assist you with any commercial purchases.
If you are purchasing a product with an Extended Warranty for commercial use please make sure that you let us know. If you don’t tell us at the time of purchase you may not be covered by the extended warranty if you ever need to make a claim.
We do have some exclusions that apply to The Good Guys Extended Warranty. Please refer to the terms and conditions at the end of this brochure for full details. We always recommend that you read the terms and conditions before purchasing an Extended Warranty.
Know your rights
From 1 January 2011, all products sold through The Good Guys stores are automatically covered by the Consumer Guarantees detailed in the Australian Competition and Consumer Act 2010.
This law has been designed to protect you the consumer when you buy goods and services.
Every time you purchase, lease or hire a good or service anywhere in Australia, you are automatically given certain rights.
The law requires that your product must be free from defects and do what it’s meant to do.
If this is not the case, you may be entitled to a remedy. The type of remedy depends on the circumstances but may include repair or for major faults, replacement of goods or a refund.
These rights are known as consumer guarantees The availability of a remedy under the consumer guarantees however isn’t specifically detailed and the right to a remedy will depend on factors such as the age type and price of the product.
It's important to us that you know what your rights are.
So if you would like further information about your rights and the Australian Consumer and Competition Act you can visit www.accc.gov.au
Frequently Asked Questions
"I've already got statutory rights so why do I need to buy an Extended Warranty?"
Statutory rights are definitely valuable and provide that if you experience a fault with your product, within a reasonable period following purchase, you're protected.
However, each case is assessed individually which is great, but also means that there’s no guarantee of any particular outcome each time
- There's no guarantee how long the process of assessment will take
- A remedy could be a repair, replacement or a refund
- You will need to be able to prove that the product is defective or not doing what it's meant to do
Buying an Extended Warranty offers you a level of certainty because in addition to your statutory rights, your product is protected for the amount of time you choose, after your manufacturer warranty expires.
If you have a problem, a simple phone call will ensure the problem is resolved.
You're not obliged to purchase an Extended Warranty we simply want to give YOU the choice.
"Are all Extended Warranties the same?"
No they're not. We recommend that you make sure you know exactly what you're buying.
There are different conditions with every Extended Warranty, and some have more restrictions than others, which may make it difficult if you need to make a claim.
At The Good Guys we always want to ensure that our customers have the best so our terms and conditions are clear cut with no surprises.
"When does my Extended Warranty start?"
Your Extended Warranty starts at the end of any part of your manufacturer warranty period and continues for the number of years you’ve purchased unless you decide to cancel the warranty at some earlier point in time.
You should be aware that if you choose to cancel the Extended Warranty there are conditions that apply so you should make sure you read our full terms and conditions.
"What do I do if I have a complaint?"
If you have a complaint we want to hear about it. Your satisfaction is our number one priority so please make sure you let us know if you have a problem with your claim or the service we've provided.
You can contact either our Customer Care Centre on 1300 368 509 or the store where you purchased your product from. We'll help you in any way we can.
"Who will you use to repair my product?"
We always try to use an approved repairer for all our product repairs. However depending on where you live and the type of product you have, it may be neccessary to use a competent local repairer in order to have repairs done quickly.
"What's an equivalent replacement?"
An equivalent replacement is a replacement product that has the same or similar specifications as the product you originally purchased. This is based on the products features, not the price you paid. You can be assured that the replacement you receive will be as good if not better than the original product.
"If my product needs to be replaced, does the Extended Warranty cover the replacement product?"
No. Your Extended Warranty covers the product you purchased, so if your product is replaced the extended warranty ends with the replacement. Whilst your replacement will be covered by the statutory consumer guarantees, you will need to purchase a new Extended Warranty to cover the replacement product if you want to maintain your Extended Warranty cover.
"Can I upgrade my replacement product?"
Absolutely! If you are offered a replacement product because your product is deemed unrepairable, but would like to upgrade to something different all you have to do is pay the difference between the cost of the replacement product and the product you have chosen to upgrade to. Please see the terms at the end of this booklet for the differences between a replacement and repair under our extended warranty.
"What if you don't have an equivalent replacement to replace my product?"
If we can't supply you with an equivalent replacement product, we'll provide you with a Gift Card from The Good Guys, to the value of your original product price, to buy an alternative product.
It's important that making a claim is as easy as possible. After all that's why you've purchased your Extended Warranty with us! There are just a few simple things you need to do to make your claim.
Check the date of purchase on your receipt.
If your product is under the manufacturer warranty you can either contact the manufacturer directly or contact The Good Guys store you purchased your product from. They can help you work with the manufacturer to have your product repaired. If you can't find your docket, contact the store you purchased your product from and they'll organise another copy for you.
Your product is in the Extended Warranty period:
Simply call our customer care centre on 1300 368 509 and talk to one of our friendly team. They'll take your details, register your claim and appoint a repairer.
Make sure you have your purchase docket handy as they'll need the number to find your details and complete your claim.
Assessment and Repair
Large Products - The repairer will contact you directly to arrange to assess and repair your product.
If during the assessment they determine that the product can't be repaired they'll report this to The Good Guys Extended Warranty and you'll be contacted about a replacement product.
Small Products - You may be asked to take smaller items to a repairer close to your home. This makes the process for repair quicker and your product is back with you as soon as possible. If you're not able to take your product to a local repairer please advise us and we'll work with you to come to another arrangement.
Products Under $250 - Many products that cost under $250 can be time consuming and uneconomical to repair. In this case simply call The Good Guys customer care team. They'll give you a claim number that you can take with your faulty product to The Good Guys store nearest you.
One of our staff will verify the fault then replace it with a brand new product up to the value of your original purchase price.
Our customer care team are here to help not only with claims but with any questions you have about your Extended Warranty. You can also call your local Good Guys store with questions about your Extended Warranty or anything Good Guys related.
Customer Care Centre
Ph: 1300 368 509
8.30am to 5.30pm AEST Monday-Friday
Terms and Conditions
This document sets out the Terms and Conditions of The Good Guys Extended Warranty and clarifies the rights and benefits it provides in addition to your rights under the Australian Consumer Law.
Your rights under the Australian Consumer Law The following is a summary of your rights under the Australian Consumer Law. For further information please consult the ACCC website at: www.accc.gov.au.
Australian Consumer Law
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 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 the failure does not amount to a major failure. Under the Australian Consumer Law, your rights commence and continue for a “reasonable period” from the date you purchased the Product
What is a “reasonable period “will depend upon all of the relevant circumstances, including the price, the uses to which it has been put and the nature of the Product.
In addition you may also be entitled to have the Product repaired or perhaps replaced under the terms of any Manufacturer’s Warranty relating to your Product. Information on the Manufacturer’s Warranty is contained in the Product packaging.
The benefits under your Extended Warranty are in addition to your rights and remedies under the Australian Consumer Law, any other law that applies to the goods or services that you purchase from us, and any Manufacturer’s Warranty relating to your Product.
The Good Guys Extended Warranty - What’s included
This Extended Warranty includes additional benefits to the rights you may have under the Australian Consumer Law and does not seek to alter or reduce these rights in any way. You will enjoy the peace of mind, certainty and convenience of having the whole repair/replacement process managed for you in respect of certain types of mechanical and electrical faults detailed in the terms of this Extended Warranty.
If the Product breaks down as a result of such a fault, we will make sure the Product is fixed or replaced – without you needing to make a claim under the Australian Consumer Law or on the supplier or the manufacturer. Usually, all you need do is call the Customer Care Line and the whole repair/replacement process will be managed for you.
You are paying only for the rights and benefits that are additional to the rights you have under the Australian Consumer Law.
This Extended Warranty is issued to you by The Good Guys.
Customer Care Line means a call centre service operated by us which is accessible by dialling 1300 368 509
DGI means Domestic & General Insurance PLC;
Extended Warranty (also referred to as The Good Guys Extended Warranty) means the extended warranty applicable to the Product detailed in these
Extended Warranty Terms and Conditions. Extended Warranty Terms and Conditions means these terms and conditions governing The Good Guys Extended Warranty.
Larger Items means televisions over 28" in screen size and laundry, refrigeration and cooking appliances (including integrated microwaves).
Manufacturer’s Warranty means the voluntary warranty for parts and/or labour provided by the manufacturer of the Product.
Mechanical or Electrical Failure means a sudden and unforeseen breakdown of the Product arising from a mechanical or electrical fault including any failure arising from wear and tear (excluding a gradual reduction of the operating performance of the Product), but not including those listed in the "What’s excluded" section of these terms and conditions.
Original Purchase Price means the amount paid by you to The Good Guys to purchase the product, as recorded on the original purchase receipt and/or tax invoice for your product.
Product means any electrical or battery operated appliance that you purchase from The Good Guys as described in the original purchase receipt and/or tax invoice for the product.
The Good Guys means the owner of The Good Guys store from which the Product was purchased and any additional party referred to on your original purchase receipt and/or tax invoice.
we, us, our refers to The Good Guys or any authorised agent of The Good Guys whose name appears on the receipt and/or tax invoice for your Product and your Extended Warranty.
you, your means the person or persons named as the purchaser on the original purchase receipt and/or tax invoice for your Product and your Extended Warranty
2. Eligibility for the Extended Warranty
This Extended Warranty is only available if the Product:
(a) is purchased new (subject to rights of transfer referred to in section 16 under the heading “Transfer”);
(b) is manufactured for use in Australia;
(c) at the time you originally purchase it, includes a Manufacturer’s Warranty valid in Australia; and
(d) is one of the following types of product: (i) a domestic product, such as a piece of electrical equipment or major appliance, designed, and used by you, for domestic or personal purposes only; or
(ii) an office product , such as a facsimile machine, photocopier, computer, scanner, printer, other computer peripheral or telephone, designed, and used by you, for personal purposes or office purposes (subject to the product being in an office comprising a maximum of 5 people).
3. Eligibility for the Extended Warranty
This Extended Warranty is valid for the period detailed on your purchase receipt and commences from the day any part of your Manufacturer’s Warranty expires, unless you cancel this Extended Warranty at some earlier point in time.
The Good Guys agree to offer Extended Warranty for either 1, 2, 3 or 4 years beyond the manufacturer’s warranty period to a maximum of 5 years total coverage from the date of purchase of the Product with the exception of I.T products and/or Products with a purchase price of $250 or below, which can only have either a 1 or 2 year beyond the manufacturer warranty. Air Conditioners may receive up to 7 years total coverage.
4. What’s excluded? This Extended Warranty does not cover:
(a) a fault brought to your attention before you purchased the Product; or
(b) faults caused by:
(i) negligence, accidental or deliberate misuse or
(ii) failure to follow the manufacturer’s instructions for
usage, installation, operation or maintenance;
(iii) external sources, including electrical interference,
power surges and voltage fluctuations;
(iv) infestations of vermin, pests or insects;
(v) acts of God or man-made catastrophes; or
(vi) water damage, rust or corrosion.
Customer Care Centre: 1300 368 509 8.30am to 5.30pm AEST Monday–Friday
(c) repairs to:
(i) cosmetic items, such as paint or finishing, which do not affect
the operation of the Product;
(ii) accessories used in or with the Product unless those accessories
are covered under a separate extended warranty;
(iii) cartridges, styli, tapes, software, or add-on options incorporated
in the Product;
(d) cost of replacement of any item or accessory, either external or
internal that is intended to be replaceable, including shelves, fuses,
batteries, light bulbs, fluorescent tubes and related starters, filters,
attachments, cables, plugs, light covers or rain covers;
(e) loss, damage or costs incurred as a result of:
(i) damage to or loss of software, data or removable data medium
caused by the Mechanical or Electrical Failure of the Product;
(ii) damage from batteries or other consumables, internal or
external to the Product;
(iii) using the Product for purposes other than those described in
section 2 under the heading “Eligibility for the Extended Warranty”;
(iv) not being able to use the Product following Mechanical or
Electrical Failure of the Product, except as specified under section7 under the heading of “Food Spoilage”, section 8 under the
heading of “Laundry Reimbursement” and section 9 under the
heading of “Courier Costs”;
(v) transportation, installation or removal of the Product, or any
replacement product supplied by us;
(f) loss, damage or costs incurred where no Mechanical or Electrical
Failure is identified;
(g) normal maintenance costs, cleaning, lubrication or external adjustments;
(h) the Product if it is recalled by the manufacturer, importer or a
(i) any claim against you by any third party including for personal injury
or damage to property;
(j) any claim by you for personal injury or damage to property, other
than as expressly provided for in this Extended Warranty;
(k) if the Product is a television:
(i) stands or wall brackets unless specifically covered by a separate
extended warranty; or
(ii) damage to screens, stands or wall brackets that is caused by
faulty or incorrectly installed stands or wall brackets.
(iii) screen defects resulting from ‘after image’ or ‘burn in’ ;
(iv) faults where the Product is operating within the normal range of
the manufacturer’s performance specifications, for instance
specifications in relation to abnormal pixel operation, standard
brightness reduction or fan noise.
(l) labour charges for work outside our repairer’s normal working hours,
Mon - Fri, 9 am to 5 pm local time.
5. Repair and Replacement Terms
In the event of a Mechanical or Electrical Failure of the Product covered by the Extended Warranty, at our sole discretion, we will:
a) arrange for our approved repairer to repair the Product; or
b) if we decide the Product is unable to be repaired or uneconomical to do so, replace the Product with a product of the same or similar make and technical specification.
We will repair or replace the Product or relevant parts with the same or equivalent product or parts. If the manufacturer or their agents only offer a refurbished part or product swap facility we may replace the Product with a refurbished product of the same type rather than repairing it. For the purposes of this Warranty Cover the replacement in this instance will be deemed a repair. Refurbished parts may be used to repair the Product.
Where we have elected to replace a product, and a product with equivalent specifications as determined by us is unavailable, we may elect to pay you up to the value of the original Product purchased with a The Good Guys gift card. No replacement product or gift card will exceed the Original Purchase Price of your Product. The replacement product we supply may have a lower selling price and is not limited to the original manufacturer of Your Product.
Where we have replaced the Product, your Extended Warranty expires, and the faulty Product or parts replaced become our property. You may dispose of the Product if we agree and it is in your possession.
6. 'No Lemon' guarantee
If the same part in a Product requires repairing more than two (2) times as a result of Mechanical or Electrical Failure, the Product will be replaced on the third visit at your request, notwithstanding section 5 under the heading “Repair and Replacement Terms”.
7. Food Spoilage
If the Product is a refrigerator or freezer, we will at your request, pay for food spoilage caused by the Mechanical or Electrical Failure of the Product, up to a maximum of $250 for each Mechanical or Electrical Failure covered by this Extended Warranty.
8. Laundry Reimbursement
If the Product covered is a washing machine or washer dryer and, as a result of a Mechanical or Electrical Failure of the Product, it is out of service for more than 10 consecutive days from the time we have been notified of the Mechanical or Electrical Failure (excluding the time you take to provide any proof required for the claims process), we will pay for laundering and / or dry cleaning services up to a total maximum of $150 for each Mechanical or Electrical Failure covered by this Extended Warranty. You will be required to provide receipts for all claims.
9. Courier Costs
If your Product covered by this Extended Warranty requires repair and we request the Product to be sent to our repairer, we will pay for the cost to courier or freight the Product from your home to our approved repairer, and from our approved repairer back to your home.
10. In-home repair for Larger Items
For Products which are Larger Items, we will arrange for repairs to be undertaken in your home if those repairs can be carried out effectively and safely (to be determined at our discretion). If repairs are required to be undertaken at an approved repairer’s premises, the cost to transport the Product to those premises are at our cost.
11. Repair costs
In most cases, we will repair the Product using one of our approved repairers. They will invoice us directly. However, in rare circumstances we may not have an appropriate approved repairer, and may at our discretion, agree that you nominate a repairer and pay the repairer yourself. We will reimburse you as soon as practicable after receiving a valid tax invoice.
12. Back up of data
Please be aware that where the Product is capable of retaining user-generated data, this may be lost during a repair process. We therefore recommend that you back up your data prior to any repair. Data may be stored in files and folders on such appliances as your computer, telephone contacts in your mobile telephone, songs and other media stored on portable recordable devices and games saved on consoles.
13. False or exaggerated claims
We may refuse to action a claim under your Extended Warranty, or reduce the benefits available to you in respect of the claim, if, in our reasonable opinion, you make any misrepresentation or commit any fraudulent or dishonest act or omission in connection with the claim.
14. This Extended Warranty is not a performance guarantee or insurance
This Extended Warranty is not a guarantee of performance or an insurance policy nor is The Good Guys an insurer. It is an extended warranty subject to these terms and conditions as agreed between you and us.
15. How to make Extended Warranty claims
Please call our Customer Care Line:
(a) to make an Extended Warranty claim; or
(b) if you have any questions about your Extended Warranty.
This Extended Warranty is for the benefit of you and anyone else we have agreed with you. No benefits will be given to anyone else unless it is transferred by contacting us. You can transfer your Extended Warranty to a new owner of the Product at no cost to you. To organise the transfer please call the Customer Care Line.
17. Cancellation of this Extended Warranty
You may cancel your Extended Warranty at any time by returning in person to one of The Good Guys store. If you cancel your Extended Warranty:
(a) during the Manufacturer’s Warranty, we will provide you with a full refund of the fee you have paid for the Extended Warranty; or
(b) after the start date, there will be no refund of the fee you have paid for the Extended Warranty.
We have the right to cancel your Extended Warranty if you commit a material breach of these Extended Warranty Terms and Conditions, you have given any false information to us when submitting a claim or otherwise or for any other reason allowable by law. We will provide you with reasonable notice of the cancellation
The Good Guys have engaged Domestic & General Services Pty Ltd as its agent to perform and manage its obligations under this Extended Warranty and for this purpose you consent to The Good Guys providing Domestic & General Services Pty Ltd with your contact details and information about the Product.
The Good Guys may use and disclose information about you to its insurers (including DGI), its claims managers, its repairers and its other suppliers (including to any person situated outside Australia) for the purpose of:
(a) transferring this Extended Warranty to a new owner of the Product you purchased;
(b) processing claims in relation to your Extended Warranty;
(c) repairing or replacing the Product under your Extended Warranty; and
(d) offering products and services (including renewals) related to this Extended Warranty to you.
You consent to these parties contacting You or a new owner of the Product you purchased, including sending email, mail or making contact by telephone, for the purposes set out above. You confirm you have the necessary authority to provide the information and to give these consents.
19. Law and Jurisdiction
This Extended Warranty is subject to the laws of the State or Territory in Australia where it was issued.
Enjoy peace of mind with
The Good Guys
For queries, questions or claims call
1300 368 509
8.30am to 5.30pm AEST