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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
Under the ACL, these Consumer Guarantees cannot be excluded. 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.
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’ “Refunds &
Warranties, Understanding Your Rights” brochure, sets out the minimum remedies that The Good
Guys will provide to you if you buy a faulty product from The Good Guys. The policies set out in the
Brochure are intended to provide you with remedies that The Good Guys believes in the majority of
circumstances to be consistent with your statutory rights under the ACL in the event of breach of a
Consumer Guarantee relating to faulty products. However, these policies are in addition to, and do
not limit your rights with respect to, the Consumer Guarantees or any other rights and remedies that
you have under a law in relation to the goods sold by The Good Guys. Your rights under the ACL may
extend beyond these time periods.
If you believe that a product that you have purchased from a The Good Guys store
or website is faulty please return it to your nearest store, where our team members will consider
what remedy you are entitled to. If you cannot do this, or having spoken to one of our stores (and
escalated the matter to the Store Manager) you are still 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.Fill out the form
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
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
Consumer Guarantees Review Form
Our apologies for the inconvenience. Please to return to the form and try
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Upon submitting this form
our team will investigate this issue and you can expect to hear from us within 2
Thank you — we have received your details successfully.
Our team will investigate this issue and you can expect to hear from
us within 2 business days.
~Offer ends 11:59pm AEDT 26/10/2023. See a team member in-store or the individual product pages on The Good Guys website for exact % discount that applies to specific products. Discounts apply to most recent previous ticketed/advertised price. As we negotiate, products will likely have been sold below ticketed/advertised price in store prior to the discount offer. Cannot be used in conjunction with any other discount offer.
¤Discounts apply to previous ticketed/advertised price. As we negotiate, products will likely have been sold below ticketed/advertised price prior to the discount offer.
*Time limits and T&Cs apply. See product for details.
‡Bonus service within 30km from a store. Additional charges apply after 30km.
Excludes eBay and commercial orders. T&Cs apply. See product for details.
>Qualifying conditions, including signing up to StoreCash and downloading Digital Wallet before purchase. Individual product pages on The Good Guys website show which products earn StoreCash. StoreCash expires 90 days after issue and is issued within 5 business days after delivery/collection of qualifying purchase which must be within 60 days of purchase. Personal purchases only. Exclusions and purchase limits apply. Each StoreCash reward must be used in one transaction and no change/credit for any unused balance. Refer to StoreCash T&Cs & Digital Wallet T&Cs for details, including how to be notified about StoreCash deposits to your Digital Wallet.