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3.1 How can You purchase The Good Guys Gold Service Extras?

The Good Guys Gold Service Extras can be purchased with an eligible product (see section 3.3 (‘Eligible products’) of these Terms and Conditions) from The Good Guys in store, online or over the phone. The Good Guys Gold Service Extras must be purchased at the same time as you purchase an eligible product.

3.2 When does The Good Guys Gold Service Extras membership start and how long does it last?

Your The Good Guys Gold Service Extras membership commences from the Commencement Date of Your The Good Guys Gold Service Extras membership and, subject to section 4.5 (‘Replacement terms’) of these Terms and Conditions, continues for the membership period You have purchased (unless cancelled earlier in accordance with section 7.2 (‘Cancellation of Your The Good Guys Gold Service Extras membership by You’) or section 7.3 (‘Cancellation of Your The Good Guys Gold Service Extras membership by Us’) of these Terms and Conditions).

The duration of The Good Guys Gold Service Extras membership that You can purchase will depend upon the Enrolled Product purchased:

3.3 Eligible products

The Good Guys Gold Service Extras is only available for purchase if the eligible product purchased by you:

(a) is purchased new;

(b) is purchased to be primarily used in Australia;

(c) is one of the following types of product: (i) a domestic product used by You, for domestic or personal purposes only; or (ii) an office product, such as a PC, Laptop, tablet, facsimile machine, photocopier, computer, scanner, printer, other computer peripheral or telephone, designed, and Used by You, for personal or office purposes (provided the Product is used in an office of a maximum of five (5) people); and

(d) NOT one of the following types of excluded products: BBQs, BBQ accessories, BBQ tools, BBQ cleaning, sinks & taps, kitchen sinks, kitchen taps & filters, kitchen appliance accessories, water filters, coffee machine cleaner, all kitchenware products (except food vacuum sealers), fridge accessories, ironing boards & accessories, washer and dryer accessories, laundry accessories, vacuum attachments & accessories, bathroom scales, DVD & Blu-Ray movies, TV cables & accessories, power boards & extension leads, TV antennas, wall mounts & stands, TV wall brackets, TV cabinets & stands, mobile accessories, audio accessories, cases & protectors, audio cables, tablets accessories, software & peripherals, gaming accessories, USB & hard drives, computer bags, home business & security software, mobile broadband, computer accessories, ink toner, paper & cables, office supplies, GPS accessories, camera accessories, drones, any product sold by Us on behalf of a third party supplier under an agency agreement or arrangement.

3.4 Not available for products which will be subject to commercial use

Apart from purchases of tech products for small office use (5 people or less), The Good Guys Gold Service Extras is not available for products used for commercial purposes. Please advise The Good Guys of the intended product use at the time of purchase, as You will not be eligible for The Good Guys Gold Service Extras for any product that is intended to be used commercially.

3.5 How to lodge a claim under Your The Good Guys Gold Service Extras membership

To assist the Concierge Team in providing the quickest possible resolution to any claims or enquiries You have in relation to Your The Good Guys Gold Service Extras membership, We recommend that You lodge all claims and enquiries;

online via www.thegoodguys.com.au/contact-concierge-team or by submitting an enquiry on the Concierge Team’s Contact Us page: (www.thegoodguys.com.au/concierge/concierge-contact-us).

by calling the Concierge Team on 1300 765 988

3.6 Store Credits

Store Credits issued in connection with The Good Guys Gold Service Extras are subject to terms and conditions which are available at https:// www.thegoodguys.com.au/gold-service-extras-terms-and-conditions, which may be amended by Us from time to time.

In particular, please note that Store Credits cannot be used to purchase certain products, including stored value/gift cards, digital products and products which The Good Guys sells as agent for the relevant manufacturer or supplier. Unless otherwise stated, Store Credits are valid for 5 days from date of issue.

Any Store Credit issued in connection with Your The Good Guys Gold Service Extras membership may also be subject to additional terms and conditions which we notify you of from time to time.

3.7 Further information

Further information on The Good Guys Gold Services Extras, information on current offers and answers to frequently asked questions can be found at www.thegoodguys.com.au/concierge

4.1 Once you have lodged Your Repair/Replacement Claim

Within 1 Business Day of the date on which You lodge Your Repair/ Replacement Claim, the Concierge Team will provide you with instructions on the next steps in relation to Your Repair/Replacement Claim.

You agree to participate in any troubleshooting process (via phone or online video call) that the Concierge Team may reasonably request you to undertake in relation to Your Enrolled Product for the purposes of resolving any issues you are experiencing with Your Enrolled Product. For the avoidance of doubt, any such troubleshooting process shall not constitute an inspection by Us of Your Enrolled Product for the purposes of section 4.6 (‘Repair period guarantee’).

4.2 Simple replacement (Enrolled Products with an Original Purchase Price of $500 or less)

If the Original Purchase Price for Your Enrolled Product is $500 or less and We have confirmed that it has suffered a Mechanical or Electrical Failure, Your Enrolled Product will be replaced so You don’t have to wait for it to be repaired.

How simple replacement works: If Your Enrolled Product is a Small Appliance:

the Concierge Team will provide You with a claim number to take to The Good Guys store of Your choosing with Your Enrolled Product and any accessories;

you may be required to participate in to troubleshooting on Your Enrolled Product; our team will assess Your Enrolled Product in-store to verify that it has suffered a Mechanical or Electrical Failure; upon verification that Your Enrolled Product has suffered a Mechanical or Electrical Failure, an Equivalent Replacement Product will be issued as per section 4.5 (‘Replacement terms’) in these Terms and Conditions.

If Your Enrolled Product is a Large Appliance:

the Concierge Team will arrange for an authorised agent to complete an in home assessment of Your Enrolled Product to verify that it has suffered a Mechanical or Electrical Failure; and

you may be required to participate in troubleshooting on Your Enrolled Product;

once We have confirmed that Your Enrolled Product has suffered a Mechanical or Electrical Failure, the Concierge Team will provide You with a claim number to take to The Good Guys store of Your choice, where an Equivalent Replacement Product will be issued in accordance with section

4.5 (‘Replacement terms’) in these Terms and Conditions.

In some circumstances, You may prefer to have Your Enrolled Product repaired rather than replaced. If You make such a request, We may offer You this option at Our discretion.

4.3 Repair or replacement (Enrolled Products with an Original Purchase Price greater than $500))

If the Original Purchase Price of Your Enrolled Product is more than $500, then:

(a) if Your Enrolled Product is a Large Appliance, the Concierge Team will contact an authorised agent on Your behalf and arrange an assessment of Your Enrolled Product. The authorised agent will contact You to confirm an appointment time that is convenient without You needing to leave home;

(b) You may be required to participate in troubleshooting on Your Enrolled Product

(c) if Your Enrolled Product is a Small Appliance, the Concierge Team will contact You and will ask You to take Your Enrolled Product to a The Good Guys store close to Your home or send Your Enrolled Product to an authorised repairer so We can ensure the appropriate assessment. Please let Us know if You are unable to take Your Enrolled Product to a store close to Your home or to an authorised repairer and The Concierge Team will work with you to make reasonable, alternative arrangements.

Once We have confirmed that Your Enrolled Product has a suffered a Mechanical or Electrical Failure, We will either:

(a) have Our approved repairer repair Your Enrolled Product to normal working order in accordance with section 4.4 (‘Repair Terms’) of these Terms and Conditions; or

(b) if We decide the Enrolled Product is unable to be repaired to normal working order or it is uneconomical to do so, replace Your Enrolled Product in accordance with section 4.5 (‘Replacement Terms’) of these Terms and Conditions.

4.4 Repair terms

Your Enrolled Product needs to be in Australia in order to be repaired.

Repairs and/or costs associated with repairs to Your Enrolled Product will be at no cost to You provided they are not subject to an exclusion in these Terms and Conditions.

We will repair Your Enrolled Product or relevant parts with the same or equivalent parts. We may replace Your Product with a refurbished Equivalent Replacement Product, rather than repairing it and the replacement of Your Enrolled Product with a refurbished Equivalent Replacement Product will be deemed a repair for the purposes of these Terms and Conditions. Refurbished parts may also be used to repair Your Enrolled Product.

4.5 Replacement terms

Your Enrolled Product needs to be in Australia in order to be replaced.

We will determine what is an Equivalent Replacement Product. Where possible, We will provide you with up to 3 Equivalent Replacement Product options to choose from prior to processing Your Replacement Claim.

If We delivered Your Enrolled Product to You when You purchased it and You elect to receive one of the Equivalent Replacement Product options offered to You, then We will deliver (at Our own cost) your chosen Equivalent Replacement Product to Your home (and if Your faulty Enrolled Product is still in Your possession, remove it from Your home at no charge to You).

Additionally, if The Good Guys Home Services installed Your Enrolled Product, when You purchased it and You elect to receive one of the Equivalent Replacement Product options offered to You, then We will (at Our own cost) ensure that The Good Guys Home Services installs your chosen Equivalent Replacement product at Your home (and if Your faulty Enrolled Product is still in Your possession, remove it from Your home at no charge to You). Please note the following if Your Enrolled Product is to be replaced:

If none of the Equivalent Replacement Product options offered are acceptable to You, You may request an alternative replacement product with similar specifications from Us. If You do so, We may at our discretion allow You to select an alternative product with similar specifications valued at no more than the Original Purchase Price of Your Enrolled Product.

If the Equivalent Replacement Product chosen by You has a price which is lower than the Original Purchase Price of Your Enrolled Product, or You elect to receive a product that is not an Equivalent Replacement Product and that product has a lower price than the Original Purchase Price of Your Enrolled Product, You will not be entitled to a refund of the difference between the Original Purchase Price of Your Enrolled Product and the value of Your chosen Equivalent Replacement Product or other selected product, unless We determine otherwise.

• If We offer You an Equivalent Replacement Product but You instead elect to receive a product that is not an Equivalent Replacement Product (Non-Equivalent Replacement Product) and that Non-Equivalent Replacement Product has a price which is higher than the Equivalent Replacement Product(s) offered to You, You will be required to pay the difference in price between the Non-Equivalent Replacement Product and the Equivalent Replacement Product (with the highest price) offered to You.

• If We reasonably believe that We cannot provide You with an Equivalent Replacement Product, We will provide You with a Store Credit to the value of the Original Purchase Price of Your Enrolled Product in lieu of an Equivalent Replacement Product.

Whether Your The Good Guys Gold Services Extras will continue to apply after Your Enrolled Product is replaced will depend on the circumstances in which Your Enrolled Product is replaced:

If Your Repair/Replacement Claim is made within the Replacement Product Transfer Period and you wish to add The Good Guys Gold Service Extras to (as the case may be) Your chosen Equivalent Replacement Product, Your chosen Non-Equivalent Replacement Product or the replacement product You purchased with a Store Credit provided to You in lieu of an Equivalent Replacement Product (Chosen Replacement Option), then we may offer You a credit up to the original price paid by You for Your The Good Guys Gold Service Extras Membership, that you can put towards a new The Good Guys Gold Service Extras membership to cover Your Chosen Replacement Option.

o if You choose to take up Our offer to apply this credit towards the cost of a new The Good Guys Gold Service Extras membership to cover Your Chosen Replacement Option, Your existing The Good Guys Gold Services Extras membership will cease, and any remaining entitlements under that The Good Guys Gold Service Extras membership will be forfeited.

o if you choose not to take up our offer of a credit to purchase a new The Good Guys Gold Service Extras membership to cover Your Chosen Replacement Option, only Your remaining entitlements and benefits referred to in section 5 (‘Other The Good Guys Gold Service Extras member benefits’) of these Terms and Conditions under Your The Good Guys Gold Service Extras membership will continue for the remainder of the term of Your The Good Guys Gold Service Extras membership. You will not be able to make a Repair/ Replacement Claim under Your The Good Guys Gold Service Extras membership in relation to Your Chosen Replacement Option.

• If Your Repair/Replacement Claim is made after the expiry of the Replacement Product Transfer Period, You will not be able to make a Repair/Replacement Claim under Your The Good Guys Gold Service Extras membership in relation to Your Chosen Replacement Option. Your remaining The Good Guys Gold Service Extras membership entitlements and benefits referred to in section 5 (‘Other Gold Service Extras member benefits’) of these Terms and Conditions, including Concierge Store Credits and access to Concierge Rewards, will continue for the remainder of the term of Your The Good Guys Gold Service Extras membership.

Where We have replaced Your Enrolled Product with Your Chosen Replacement Option, Your Enrolled Product will become Our property. You may dispose of the Enrolled Product if We agree in writing prior to You disposing of it.

If Your Enrolled Product suffers a Mechanical or Electrical Failure which only relates to an attachment or accessory, the attachment/accessory may be replaced (subject to the exclusions in section 3.3 (‘Eligible products’), section 6.1 (‘Excluded faults’), section 6.2 (‘Excluded repairs’) and section 6.3 (‘Excluded costs, loss and damages’ of these Terms and Conditions), rather than replacing Your Enrolled Product.

If We agree to replace your Enrolled Product with Your Chosen Replacement Option then You will have 90 days from the date on which we agree to arrange the collection of or take delivery of your Chosen Replacement Option and finalise your claim. If you have not done so within this 90 day period, You will be required to raise a new replacement request for Your Enrolled Product. We will assess this new replacement request at that time, independently from Your previous replacement product request.

4.6 Repair period guarantee

If Your Enrolled Product is not repaired to normal working order within 20 Business Days from:

• If Your Enrolled Product is a Large Appliance, the date We first inspect it; or
• If Your Enrolled Product is a Small Appliance, the date We receive Your Product from You,

We will, upon Your request, replace Your Product in accordance with section 4.5 (‘Replacement terms’) of these Terms and Conditions. If You would prefer to proceed with the repair after the expiry of this 20 Business Day period you can request this, and We will provide You with a $100 Store Credit.

4.7 No Lemon Guarantee

If Your Enrolled Product requires more than 2 separate and distinct repairs as a result of Mechanical or Electrical Failure during the term of Your The Good Guys Gold Service Extras membership, We will replace your Enrolled Product in accordance with section 4.5 (‘Replacement terms’) of these Terms and Conditions.

4.8 In-home Repair for Large Appliances

In most cases, repairs for Enrolled Products which are Large Appliances will be undertaken in Your home if those repairs can be carried out effectively and safely. All Large Appliances are required to be in a serviceable position and We may need to coordinate this prior to Our approved repairer arriving at Your home. If repairs are required to be undertaken at an approved repairer’s premises, We will bear all costs to remove, re-install and transport Your Enrolled Product to and from those premises. In these instances, section 4.6 (‘Repair period guarantee’) of these Terms and Conditions will continue to apply.

4.9 Mechanical or Electrical Failure caused by wear and tear

If Your Enrolled Product suffers Mechanical or Electrical Failure due to wear and tear arising from normal use of the Product, then We will repair or replace Your Enrolled Product in accordance with these Terms and Conditions.

Mechanical or Electrical Failure is caused by wear and tear if it occurs as a result of normal wear or aging and is not the result of any external influence such as physical impact or water damage.

4.10 Free shipping

If Your Enrolled Product requires repair and We request Your Enrolled Product be sent to Our repairer, We will arrange shipping and pay for the cost to send Your Enrolled Product within Australia, excluding any barge or ferry costs, from Your home to Our approved repairer and from Our approved repairer back to Your home.

4.11 Essential Appliance delayed repair Store Credit

Where Your Enrolled Product is an Essential Appliance, We have confirmed that it has suffered a Mechanical or Electrical Failure and Your Enrolled Product is to be repaired, if it has not, or is unlikely to be repaired within ten Business Days from the date We assess it, We will, at Your request, provide You with a $100 Store Credit. Your entitlement to the $100 Store Credit is subject to You being available for any appointment reasonably proposed by Our repair agent.

4.12 Food spoilage reimbursement

If Your Enrolled Product is a fridge or freezer and We have confirmed that it has suffered a Mechanical or Electrical Failure, You may notify the Concierge Team and We will, at Your request, provide a $100 Payment Card for food spoilage. No receipts are required. This reimbursement may be requested at the time the claim is made and is available in addition to the $100 Store Credit to which You may be entitled under section 4.11 (‘Essential appliance delayed repair Store Credit’) of these Terms and Conditions.

4.13 Laundry costs reimbursement

If Your Enrolled Product is a washing machine, We have confirmed that it has suffered a Mechanical or Electrical Failure and You have incurred laundry costs during the period Your Enrolled Product is not in working order, You may notify the Concierge Team and We will, at Your request, provide a $100 Payment Card to reimburse You for laundry costs incurred. No receipts are required. This reimbursement may be requested at the time the claim is made and is available in addition to the $100 Store Credit to which You may be entitled under Section 4.11 (‘Essential Appliance delayed repair Store Credit’) of these Terms and Conditions.