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 covers your products for mechanical and electrical failure, 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 does not cover your products for mechanical and electrical failure during the manufacturer's warranty period or after the Extended Warranty expires.
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 all breakdowns INCLUDING normal wear and tear
Put simply wear and tear 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.
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.
For video or photographic equipment you'll need to pay to send the product to an approved repair but we'll pay the cost to return it to you in good working order.
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 you have the same problem caused by the same parts 3 times during your Extended Warranty period we'll automatically replace your product.
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 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 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 contained in the Australian Consumer and Competition 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. These are known as consumer guarantees.
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 and for major faults, replacement of goods or a refund.
The terms of the consumer guarantees however aren't always clear cut and any remedy may depend on factors like the age 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, there are a few things you should know.
Each case is assessed individually which is great, but this also means that there's no guarantee of any particular outcome
- 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 that 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 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 have the usual 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 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.
"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
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.
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.
Enjoy peace of mind with
The Good Guys
For queries, questions or claims call
1300 368 509
8.30am to 5.30pm AEST