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, these rights apply regardless of Your participation in this Concierge Gold Service Extras, commencing from the date You purchase the product and extend for a ‘reasonable period’. What is a “reasonable period” will depend on all of the relevant circumstances set out in the Australian Consumer Law, including the price of the Product, how it is Used and its nature.

In addition, You may also be entitled to have the Product repaired or replaced under the terms of a voluntary Manufacturer’s Warranty. Information on the Manufacturer’s Warranty is contained in the relevant Product packaging or available from store staff.

Certain benefits You receive under Your Concierge Gold Service Extras are already available to You under Australian Consumer Law. Some of these benefits include the right to reimbursement of reasonable extra costs or loss You can show resulted from a faulty product. The Concierge Gold Service Extras does not seek to reduce, qualify or limit those rights in any way but to make enforcement or recovery of these costs simpler and less stressful for You.

The benefits under the Concierge Gold Service Extras for which You pay are intended to be those benefits which are additional to rights and remedies already available under the Australian Consumer Law and any other law that applies to the goods and services that You purchase from Us.

Concierge Gold Service Extras does not change or remove any rights that the Australian Consumer Law or a Manufacturer’s Warranty may give You, but seeks to give You further benefits, certainty of outcome and to extend or strengthen what You may otherwise have. You are only paying for the rights and benefits that are additional to the rights You have under the Australian Consumer Law.

Concierge Gold Service Extras is not a guarantee of performance or an insurance policy nor is The Good Guys an insurer. Gold Service Extras is subject to these contractual terms and conditions as agreed between You and Us.

Business Days means a day not being a Saturday or Sunday or a public holiday in Australia.

Concierge Team means a dedicated call centre service operated by Us which is accessible by calling 1300 765 988 Monday to Saturday (9am -6pm AEST).

Concierge Gold Service Extras means the benefits and priority service applicable to Your Product as detailed in these Terms and Conditions. Concierge Rewards refers to the rewards provided by The Good Guys which are at all times subject to the Concierge Rewards Terms and Conditions.

Essential Appliance refers to: a television, washing machine, dishwasher, split system air conditioner, oven, and cooktop. Larger Items means televisions with a screen size of forty inch (40”) and above, washing machines, dryers, fridges, freezers, dishwashers and cooking appliances (including wall ovens, under bench ovens, freestanding ovens, cooktops, rangehoods and integrated microwaves). Major Failure has the meaning given in the Australian Consumer Law in Schedule 2 of the Competition and Consumer Act 2010 (Cth), see sections 260 and 268.

Manufacturer’s Warranty means the voluntary warranty (if any) 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 section 6.1 under the heading ‘Excluded faults’. 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. .

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.

Tech Support means the assistance to users of technology products provided and administered by SMSe Technologies over the phone.

Techzone Products are laptops, PCs, printers, tablet computers, GPS navigation devices, cameras, computer accessories, phones, TVs, DVDs, Blu-rays, audio, audio accessories, electronic health and fitness trackers, eReaders, and other similar technology based Products that We reasonably consider to be a Techzone Product for the purposes of Tech Support.

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.

Third Party Service Provider means any replacement or other Third Party Service Provider appointed to provide the Third Party Services.

Third Party Service means the provision of the Concierge Rewards; Tech Support and all other support services which may be required to administer the Concierge Gold Service Extras including those that may be added from time to time.

Verified Fault is where an authorised repairer has assessed the Product and concluded that there is a manufacturing/product fault.

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 Concierge Gold Service Extras.

You, Your, or Yours means the person or persons named as the purchaser on the original purchase receipt and/or tax invoice for Your Product and Your Concierge Gold Service Extras.

You can add Concierge Gold Service Extras whenever You purchase most products from The Good Guys, or within 14 days of Your purchase.

By purchasing Concierge Gold Service Extras, You can receive personalised Concierge service from the day You purchase Your product. The Concierge Team can assist You with product repairs, replacements and reimbursements. You’ll also receive Store Credits, have the option to claim The Good Guys Price Shield, receive Tech Support, Concierge Rewards, and more.

You have Your own, exclusive Concierge Team available Monday to Saturday 9am-6pm (AEST) to assist You with any enquiries or claims. All You need to do is call 1300 765 988 and the Concierge Team will take care of everything for You.

You decide how long Concierge Gold Service Extras’ last

When You purchase Your product, You can add Concierge Gold Service Extras for 3 years for tech products and products valued at $500 or less, 7 years for split system air conditioners, and 3 or 5 years for all other eligible products.

If a product You have purchased drops in price at The Good Guys by $5.00 or more within 30 days of Your purchase, You can receive the price difference (up to $100) back by redemption as a store credit. This is available in addition to The Good Guys 30 Day Price Guarantee for nominated competitors.

To be eligible for a Concierge Price Shield claim, You must have purchased a product with Concierge and lodge an online claim within 30 days of your purchase date. Evidence of The Good Guys lower advertised price must also be provided. Your purchase must be paid in full and delivered and applies to personal shoppers only. Limit one claim per product.

Eligible claims will receive back the price difference as a store credit via SMS within two Business Days. Claimable Price difference is capped at $100 store credit. Some claims may be rounded up to the nearest dollar. A valid mobile number must be supplied on the online claim form.

The store credit will be valid for 7 days from the date of issue. Store credits cannot be exchanged for cash. Store Credits cannot be used to purchase gift cards, epay and iTunes cards, and excludes Apple, AEG, ASKO, Miele, Neff, Bertazzoni, La Germania, Fisher & Paykel BBQs, Falcon, and other agency brands.

Claims can only be submitted online at www.thegoodguys.com.au and are not available in store. Price Shield excludes The Good Guys pricing from 22 December to 1 January (inclusive), advertising errors or misprints, verbally negotiated prices, cash backs and discounts offered by a supplier or another third party, bonus offers, limited or minimum quantity offers, clearance and The Good Guys eBay Outlet. The terms and conditions of Our “Concierge Price Shield” are subject to change without notice.

For each twelve months from the date of your purchase, a $20 store credit for The Good Guys will be sent to You three times each year until Your Concierge Gold Service Extras expires. You can only receive Your store credit via SMS to a valid mobile number provided to Concierge. You must provide a valid mobile number to receive store credits.

Your Store Credit can be redeemed either online or at any of The Good Guys stores across Australia, by the expiry date specified in the SMS. For customers who purchase multiple Gold Service Extras, a maximum of nine $20 store credits will be issued in any 12 month period from date of purchase. No additional store credit entitlement is earned for holding four or more Concierge Gold Service Extras at any one time.

Each store credit will have a dated period of validity, generally four days. $20 store credits can only be used on the ticket price of products, no further discounts apply. Each Store Credit is unique and can only be redeemed once. $20 store credit offers cannot be used in conjunction with any other store credit offers. Store credits cannot be exchanged for cash. Store Credits cannot be used to purchase gift cards, epay and iTunes cards, and excludes Apple, AEG, ASKO, Miele, Neff, Bertazzoni, La Germania, Fisher & Paykel BBQs, Falcon and other agency brands.

The Terms and Conditions of Concierge $20 store credits are subject to change without notice; including individual outlets where the credits can be redeemed and whether a minimum spend is required before their use.

You can receive a $20 Concierge Service Credit to put towards any Concierge service, such as Home Installation for a new product in Your home. Simply call the Concierge Team when You are ready to use Your Service Credit and the Concierge Team will make all the arrangements for You. You are entitled to one Concierge Service Credit per registered mobile number (customer).

Each $20 Concierge Service Credit will have a dated period of validity. A maximum of one credit per service; not to be used in conjunction with other offers. Store Service Credits cannot be exchanged for cash. Store Service Credits can only be used for individual services published on the Concierge Home Installation portal at www.thegoodguys.com.au/concierge

The Terms and Conditions of the Concierge $20 Service Credit are subject to change without notice; including individual outlets where the credits can be redeemed and whether a minimum spend is required before their use.

You can receive a $20 credit to put specifically towards a Concierge split system Premium Air Conditioner Cleaning Service, which we recommend for split system air conditioners every twelve months. Simply call the Concierge Team when you’re ready to use Your credit and Concierge will make all the arrangements for You. You’re entitled to one Air Conditioner Cleaning credit per Gold Service Extras per registered mobile number (customer).

NOTE: Some areas may not be serviced. In these cases this benefit is void if the address for the service cannot be serviced by an approved Concierge split system Premium Air Conditioner Cleaning Agent.

Each $20 Concierge split system Premium Air Conditioner Cleaning Service Credit will have a dated period of validity. A maximum of one credit per service; not to be used in conjunction with other offers. These particular Credits cannot be exchanged for cash. These particular Credits can only be used for individual households. Areas serviced are published on the Concierge Home Installation portal at www.thegoodguys.com.au/concierge

You are entitled to 30 days best effort unlimited Tech Support over the phone for help with setting up and using Your technology from the date You purchase Concierge Gold Service Extras. This is available to You on new products or something You already own, no matter where You purchased it. You can access this benefit by calling the Concierge Line on 1300 765 988 Monday to Saturday 9am–6pm (AEST).

The Concierge Tech Team can help You connect Your devices using Bluetooth, set up Skype on Your laptop or tablet, create a new email account, and set Your wireless printer to print photos straight from Your phone using an app. They can also help You install an app on Your phone or tablet, like a TV remote app so You can use Your phone or tablet to control Your TV.

Exclusions on Tech Support:

The advice You will receive will be based on the latest technical knowledge available at the time. Operating systems older than Windows 7 are excluded. Concierge Gold Service Extras Tech Support has other certain limitations, restrictions, and exclusions. These include but are not limited to the following:

If Your product is valued at $500 or less and it’s faulty, Your product will be replaced so You don’t have to wait for it to be repaired. Simply call the Concierge Team and if You have a small appliance; you’ll be given a claim number to take to The Good Guys store nearest You, along with Your faulty product so the fault can be verified and You can take home an equivalent product replacement. If You have a large appliance, the Concierge Team will arrange for an Authorised Service Agent to complete an in home assessment to verify the fault prior to any equivalent replacement product being offered. This is subject to the Excluded Faults Clause under 6.1 in this Terms and Conditions.

If Your essential appliance will be out of action for more than ten (10) days from the time of assessment, Concierge Gold Service Extras will provide You with a $100 allowance as an eftpos card. Essential Appliances are defined as: televisions, washing machines, dishwashers, split system air conditioners, ovens, and cooktops.

If Your fridge or freezer has a verified fault, notify the Concierge Team and You will receive a $100 eftpos card for food spoilage. No receipts are required.

Every time You purchase Concierge Gold Service Extras You will be entitled to receive Concierge Rewards, which You can redeem on a range of products, offers and discounts.

To be eligible to claim Concierge Rewards please provide a valid email address and a valid mobile telephone number to The Good Guys when You add Concierge Gold Service Extras to Your purchase.

Concierge Rewards come in the form of boxes, which You can unlock with each purchase of Concierge Gold Service Extras. You have 12 months to access Your Concierge Rewards Boxes from Your date of purchase. You can add more Rewards Boxes by purchasing additional Gold Service Extras from The Good Guys. Each set of Rewards Boxes will expire 12 months from the purchase date.

While Your Boxes will expire, Your Concierge Rewards account will remain accessible. To take advantage of Your Rewards and unlock additional Boxes, simply purchase Concierge Gold Service Extras in store or online.

Full terms and conditions for each individual reward are available online or You can contact the Concierge Team on 1300 765 988, Monday to Saturday 9am-6pm AEST. The Terms and Conditions of Our “Concierge Rewards” are subject to change without notice. These rewards can only be claimed by the person registered as the product purchaser at the time of purchase in store or online at The Good Guys. Further information about Concierge Rewards can be found at www.thegoodguys.com.au/concierge/concierge-rewards

If Your product is serviced by Concierge Gold Service Extras, requires repair and We request the product be sent to Our repairer, We will pay for the cost to courier or freight the product, excluding any barge or ferry costs, from Your home to Our approved repairer and from Our approved repairer back to Your home.

Your product is protected and Your Concierge Gold Service Extras benefits are available, from the date You purchase Your product. Your Concierge Gold Service Extras continues for the period starting from Your original purchase date, even if Your product is repaired or replaced during that time.

If You have not utilised any of Your Concierge Gold Service Extras or benefits within thirty (30) days, You can return to the store of purchase for a full refund of Your Concierge Gold Service Extras.