The price of Concierge Gold Service Extras depends on three factors:

• Product price
• Product type
• Membership length chosen

Ask The Good Guys in-store team to talk you through the options suitable for your purchase, or simply select Concierge Gold Service Extras, when it asks you the question on the website to calculate the price automatically.

• 3 years for tech products and non-tech products valued at $500 or less
• 3, 5 or 7 years for split system air conditioners valued at over $500 (3 years if valued at $500 or less)
• 3 or 5 years for all other eligible products

Gold Service Extras continues for the period you’ve chosen regardless if the product is repaired or replaced during that time. Learn more about the Membership plans here.

Yes, you can add Concierge Gold Service Extras up to 14 days after your product purchase from The Good Guys. Simply call the Concierge Team on 1300 765 988 and they’ll be happy to help.

No, unfortunately we are unable to offer you Gold Service Extras after 14 days.

Yes, all products need to be assessed.
This can range from simple troubleshooting over the phone, in-home assessment or an in-store assessment. But don’t worry – the Concierge Team are dedicated to making it a stress-free experience.

We will always 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 necessary to use a competent local repairer to have any repairs completed.

You won't pay for any repair bills for a product purchased with Concierge Gold Service Extras during the life of your plan, provided the terms and conditions are met.

An equivalent replacement is a replacement product that has the same or similar functionality (determined by The Good Guys Concierge) to the product you originally purchased, up to, but not exceeding the purchase price of the original product. This is based on the product’s 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 we can't supply you with an equivalent replacement product, we'll provide you with a The Good Guys Store Credit, to the value of your original product purchase price, to buy an alternative product.

Yes. Your Concierge Gold Service Extras provides continual product protection for any replacement products. Your cover will continue for the amount of time you've purchased, regardless of whether the product has been repaired or replaced.

The Good Guys Home Services Repair Network can arrange assessments and repairs for any existing items in Your home, by fully qualified and insured professionals. It doesn’t matter how old your appliances are or where You purchased them. Simply contact The Good Guys Home Services on 1300 748 190. Call out and repair costs will be at Your expense.

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.
Contact the friendly Concierge team here , or pop back to the store where you purchased your product from to provide your feedback.

To make a Concierge 30 Day Price Guarantee claim, you must have purchased a product with Concierge Gold Service Extras and lodged a claim within 30 days of your purchase date. Evidence of the lower advertised price must be provided at the time the claim is made and include the date of the advertisement. You can simply supply a screenshot or attach an image of the lower price to validate your Price Guarantee claim. We will verify the price is current and that the item is available for immediate sale and delivery.

In most cases, eligible claims, will receive the price difference back as a store credit within three business days, via SMS or email. Please make sure you supply your correct email address and a mobile number on the claim form.

Sometimes price guarantee claims are not able to be approved. This could be because your claim was made outside the 30-day period or because we were unable to verify the price evidence submitted. Whatever the reason, you will receive an email from the Concierge Team to advise that the claim has been unsuccessful.

Yes. 30 Day Price Guarantee claims can be made in store against local competitors by providing a copy of the purchase docket and the local competitor’s advertisement. The local competitor must have a physical store within 30 km of the relevant The Good Guys store at which you have made or collected your original purchase.

No, sorry – only one Concierge 30 Day Price Guarantee claim will be accepted per product.

No, sorry – only one Concierge 30 Day Price Guarantee claim will be accepted per product.

Concierge 30 Day Price Guarantee claims are not available for advertising errors or misprints, verbally negotiated prices, promo code and finance offers, or cash backs and discounts including where offered directly by a supplier or a third party. Concierge 30 day Price Guarantee claims are not available for percentage off and other sales events offered by The Good Guys and The Good Guys Concierge, bonus offers, limited or minimum quantity offers, clearance and items sold on marketplace websites such as eBay and Amazon or any brand it sells on behalf of a third party supplier under an agency agreement.

A blackout window excludes claims for purchases made at The Good Guys between 22 December to 1 January (inclusive) each year.

Products from the approved competitor list (below) for which a claim is made, must be the same brand and model and offer a warranty issued by the manufacturer which is applicable in Australia. The price must be in Australian dollars and include all fees, taxes or other charges such as shipping.

Approved Competitors

• Appliances Online
• Big W
• Bing Lee
• David Jones
• Harvey Norman
• JB HiFi
• Joyce Mayne
• Myer
• Officeworks
• Retravision
• Target

Your store credit will be valid for 30 days from the date of issue. You can use your store credit towards the purchase of most products at The Good Guys online or instore.

The Good Guys Store Credits cannot be exchanged for cash. The Good Guys Store Credits cannot be used to purchase gift cards, epay and iTunes cards, products from The Good Guys eBay store and excludes certain brands selected by The Good Guys at its discretion such as Apple, AEG, ASKO, Miele, Neff, Bertazzoni, La Germania, Falcon, and other agency brands.

For any other 30 Day Price Guarantee enquiry, please contact the friendly Concierge team here or via telephone on 1300 765 988

You can receive Your Concierge Store Credit via SMS or email, to a valid mobile number or email address provided to Concierge. The method of receiving store credits may change from time to time and will be at the discretion of The Good Guys.

Store Credits can be used online or in store at The Good Guys on our huge range of products, but some exclusions do apply:
Concierge Store Credit offers cannot be used in conjunction with any other store credit offers or be exchanged for cash. Store Credits can’t be used to purchase gift cards, epay and iTunes cards, products from The Good Guys eBay store and excludes certain brands selected by The Good Guys at its discretion such as Apple, AEG, ASKO, Miele, Neff, Bertazzoni, La Germania, Falcon and other agency brands.

Concierge $20 Store Credits are sent to members at various times throughout the year. As different people purchase a plan at different times we don’t have specific dates when each Member will receive their credits.

Concierge $20 Store Credits typically have a five-day expiry – so you need to shop fast when you receive them, but don’t worry – you can use them online if you don’t have time to pop down to a store!

Concierge Members receive 3 x $20 Store Credits every 12 months for the lifetime of their membership.

If you have purchased Gold Service Extras on two products, you will receive up to 6 x Concierge $20 Store Credits every 12 months for the lifetime of your plan.

If you have purchased Gold Service Extras on three or more products, you will receive 9 x Concierge $20 Store Credits every 12 months for the lifetime of your plan.

Concierge $20 Store Credits are capped at 9 per year for multiple plan holders.

No. Concierge $20 Store Credits typically have a five-day expiry – so you need to shop fast when you receive them!

Sure! Each credit has a single use bar code, so just make sure you give it to one family member or friend to use.

Concierge $20 Store Credits are issued at various times during the 12 months of your plan. You could get one when you first sign up, or in a couple of months. Rest assured you will receive all three within the 12-month period.