Terms and Conditions
Australian Consumer Law
Our goods and services 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.
Your rights under the Australian Consumer Law commence from the date you purchase the Product.
In addition to your rights, and the remedies that may be available to you, under the Australian Consumer Law or any other law that applies to the goods or services you purchase from us, you may also be entitled to additional benefits under the terms of any Manufacturer's Warranty relating to your Product.
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.
This Extended Warranty provides you with Extended Warranty as specified in these terms and conditions. Please read these carefully and keep a copy for your records.
Extended Warranty means the extended warranty applicable to the Product, provided in these Extended Warranty Terms and Conditions.
Larger Items means televisions over 28'' in screen size and laundry, refrigeration and cooking appliances (including integrated microwaves).
Manufacturer's Warranty means the warranty for parts and labour provided by the manufacturer of the Product.
Mechanical or Electrical Failure means a sudden or unforeseen failure of the Product arising from a mechanical or electrical fault. This includes any failure arising from wear and tear, but does not include gradual reduction of operating performance of the Product.
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.
The Good Guys means the operator of The Good Guys store whose name appears on your original purchase receipt and/or tax invoice.
The 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.
Customer Care Line means a call centre service operated by us which is accessible by dialling 1300 368 509.
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.
Without limiting or restricting the other rights and remedies that may be available to you under the Australian Consumer Law or any other law in relation to the Product, this Extended Warranty does not cover:
a) Mechanical or Electrical Failure of the Product caused by: negligence, accidental or deliberate misuse or unauthorised alterations;
- failure to follow the manufacturer's instructions for usage, installation, operation or maintenance;
- external sources, including electrical interference, power surges and voltage fluctuations;
- infestations of vermin, pests or insects;
- acts of God;
- water damage, rust or corrosion;
- defects in the Product brought to your attention before you originally purchased it;
b) repairs to:
- cosmetic items, such as paint or finishing, which do not affect the operation of the Product;
- accessories used in or with the Product unless those accessories are covered under a separate extended warranty;
- cartridges, styles, tapes, software, or add-on options incorporated in the Product;
c) cost of replacement of any item or accessory, either external or internal that is intended to be replaceable, including fuses, batteries, light bulbs, fluorescent tubes and related starters, filters, attachments, cables, plugs, light covers or rain covers;
d) loss, damage or costs incurred as a result of:
- damage to or loss of software, data or removable data medium caused by the Mechanical or Electrical Failure of the Product;
- using the Product for purposes other than those described in these terms and conditions under the heading "Eligibility for The Good Guys Extended Warranty";
- not being able to use the Product following Mechanical or Electrical Failure of the Product, except as specified under the "Food Spoilage", "Laundry Reimbursement" and "Courier Costs"
- transportation, installation or removal of the Product;
e) loss, damage or costs incurred where no Mechanical or Electrical Failure is identified;
f) normal maintenance costs, cleaning, lubrication or external adjustments;
g) the Product if it is recalled by the manufacturer, importer or a government agency;
h) any claim against you by any third party including for personal injury or damage to property;
i) any claim by you for personal injury or damage to property, other than as expressly provided for in this Extended Warranty;
j) if the Product is a television:
- stands or wall brackets unless those stands or wall brackets are specifically covered by a separate extended warranty;
- damage to screens, stands or wall brackets that are caused by faulty or incorrect installation; and
- screen defects resulting from "after image" or "burn in".
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) repair the Product; or
b) replace the Product.
We will repair or replace the Product or relevant parts with the same or equivalent product or parts. Where we have elected to replace a product, and a product with equivalent specifications is unavailable, we will pay you the value of the original product purchased with a The Good Guys gift card, or in cash.
No replacement product, gift card or cash settlement will exceed the Original Purchase Price of your product. Where we have replaced the product, the faulty product or parts replaced become our property. You may dispose of the product if it is in your possession.
If a manufacturer or their agents only offer a refurbished part or product swap facility, goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbised parts may be used to repair the goods.
'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 the "Replacement Terms" in these terms and conditions.
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.
If the Product purchased 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 manage your obligations during 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.
Excluding video and photographic cameras, 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. For video and photographic cameras, you will be responsible for paying for the cost to courier or freight the Product from your home to our approved repairer, but we will pay the courier or freight costs to send your Product back from our approved repairer to your home.
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 authorised repair agent the cost to transport the product will be paid by us.
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, in which case you may nominate a repairer (subject to our approval) and pay the repairer yourself. We will issue reimbursement to you of the agreed cost of repair within 14 business days of receiving a valid tax invoice.
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.
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.
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 if you ever need to make a claim.
Cancellation of an Extended Warranty
If you choose to cancel your Extended Warranty, subject to any rights or remedies that may be available to you under the Australian Consumer Law the following conditions apply:
a) You may cancel your Extended Warranty at any time by writing to our agent at Domestic & General Services, GPO Box 3004, Melbourne, VIC 3001 or by calling the Customer Care Line on 1300 368 509.
b) We will provide you with a full refund of the money you have paid for the Extended Warranty if you cancel it during the Manufacturer's Warranty.
c) If the Extended Warranty is cancelled after the start date there will be no refund of the fee you have paid.
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, its claims managers, its repairers and its other suppliers (including to any person situated outside Australia) for the purpose of:
- transferring this Extended Warranty to a new owner of the Product you purchased
- processing claims in relation to your Extended Warranty
- repairing or replacing the Product under your Extended Warranty
- offering products and services 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.
This Extended Warranty is not a guarantee of performance or an insurance policy. It is an extended warranty subject to the Terms and Conditions as agreed between you and us.