How can I report a faulty product?

You can report your fault online here . Alternatively, you can call our team on 1300 765 988 Monday to Friday 9am-6pm and Saturday 9am-5pm, excluding National Public Holidays AET.

I haven’t received all 3 of my $20 90 Day StoreCash> this year.

Gold Service Extras $20 90 Day StoreCash > are issued at various times throughout the 12 months of your plan. Rest assured, you will receive all three within the 12-month period.

I have a repair service booked. Will I be notified if there is a delay?

Yes. Should your repair be impacted in any way, we will contact you directly to discuss an alternate solution.

My repair service has been delayed and I've been notified that my item will take longer than 20 business days to repair, am I eligible for a replacement?

Yes. Our full terms and conditions still apply. We appreciate your patience and understanding as some repairs and replacements may take additional time.

Will I still need to have my item assessed in my home prior to having my replacement approved?

Yes, your item will require assessment. Once the fault has been confirmed, a replacement product will be organised for you.

Can my product be taken away for workshop repairs rather than having someone in my home?

Where possible we can arrange to complete your repair outside of your home. Please note that some larger products or installed products, such as ovens, fridges and washing machines will still require an in-home assessment. Repair outside of your home may also add extra time to your repair service.

What is Gold Service Extras?

The Good Guys Gold Service Extras is a membership program that offers 90 Day StoreCash > , exclusive member offers, sales events and discounts, plus comprehensive personal service, and stress-free product support for your purchased products. Learn more about all the advantages of Gold Service Extras here .

When does Gold Service Extras start?

Your Gold Service Extras membership starts from the day you purchase your product for the length of the plan term you’ve selected.

Can I receive 90 Day StoreCash> as part of my Gold Service Extras Membership for any other reason?

Members are invited to participate in exclusive 90 Day StoreCash > Offers throughout the year. Members who have registered their mobile number and /or email address will receive exclusive invitations to participate in these 90 Day StoreCash > Offers, so make sure you provide us with your details so you can take advantage of all your membership benefits!

How do I buy Gold Service Extras?

Gold Service Extras can be purchased with any eligible product from The Good Guys in store or online. Gold Service Extras must be purchased at the same time as you purchase your product.

How much does it cost to add Gold Service Extras when I buy a product?

The price of 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 Gold Service Extras, when it asks you the question on the website to calculate the price automatically.

What Gold Service Extras membership lengths are available?

Products valued at $500 or less (3 year plan) Products valued over $500 (3 or 5 year plan) Split system air conditioners valued over $500 (5 or 7 year plan) If your product is repaired, your Gold Service Extras product protection continues for the plan term you’ve chosen. If your product is replaced with an equivalent replacement product Gold Service Extras product protection will cease, although in certain circumstances you may be offered a credit equal to the original purchase price you paid for your Gold Service Extras membership.

I’m unsure if I want Gold Service Extras, can I add it after I purchase my product?

No, Gold Service Extras must be purchased at the same time as you purchase your product. If you’re unsure about purchasing Gold Service Extras, you may wish to include it at the time you purchase your product and if you change your mind, you may return your Gold Service Extras within 30 days from your date of purchase, provided you haven’t used any of the membership benefits of program, including any 90 Day StoreCash > received.

Will I need to have my product assessed?

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 Member Support Team are dedicated to making it a stress-free experience.

Who will you use to repair my product?

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.

Who pays for any repairs needed?

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

What's an equivalent replacement?

An equivalent replacement is a replacement product that has the same or similar functionality (determined by The Good Guys) 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.

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 The Good Guys Replacement Store Credit, to the value of your original product purchase price, to buy an alternative product.

If my product needs to be replaced, do Gold Service Extras cover the replacement product?

If you purchased your product with Gold Service Extras on or after 01/07/2021 and your product is replaced in its Replacement Product Transfer Period The Good Guys will credit the amount you originally paid for your Gold Service Extras towards a new Gold Service Extras on your replacement product. If your product is replaced outside of this period you will need to purchase a new Gold Service Extras to continue to receive product protection. If you do not choose to purchase a new Gold Service Extras you will still receive the other benefits of your Gold Service Extras.

Can The Good Guys assist with repairs to other products in my home?

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.

What do I do if I am unsatisfied with the solution offered for my product fault?

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 Member Support Team here , or pop back to the store where you purchased your product from to provide your feedback.

What is Gold Service Extras 30 Day Price Guarantee?

Gold Service Extras 30 Day Price Guarantee offers Gold Service Extras Members a guarantee that if the advertised price of their product drops at either The Good Guys or an approved competitor within 30 days of their purchase, they have the option to claim 120% of the difference back as Store Credit.

When and how will I get my Price Guarantee Store Credit?

In most cases, eligible claims, will receive the price difference back as 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.

What can I purchase with my Price Guarantee Store Credit?

Your Store Credit will be valid for 90 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.

Are there any products that I can’t use my Store Credit on?

The Good Guys Store Credit cannot be exchanged for cash. The Good Guys Store Credit 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, FFalcon, and other agency brands.

Have another question?

For any other 30 Day Price Guarantee enquiry, you can Chat with us Online via our Member Hub here . You can also call us on 1300 765 988

What is the difference between Store Credit & 90 Day StoreCash>?

If you purchased a Gold Service Extras Plan prior to 5 September 2022, you would be used to receiving $20 Store Credits via SMS to your nominated mobile or via Email. Members will continue to receive 3 x $20 Store Credits each year for the life of the plan via SMS or Email, until they activate a 90 Day StoreCash > Digital Wallet. Once a Digital Wallet is activtated, all Store credits, exclusive offers, and promotion fulfilments will be delivered to the members Digital Wallet as 90 Day StoreCash > .

What is Gold Service Extras $20 90 Day StoreCash>?

You are entitled to 3 x $20 Gold Service Extras 90 Day StoreCash > paid to your Digital Wallet every 12 months for each Gold Service Extras membership you have purchased. You must remember to register your mobile number or email address with The Good Guys, plus activate a The Good Guys Digital Wallet*. 90 Day StoreCash > can be redeemed online, over the phone or at any of The Good Guys stores across Australia on our huge range of products^. *Gold Service Extras Members earn three 90 Day StoreCash > payments per 12 months of their membership, capped at 9 for multiple plan holders. ^Some exclusions apply – for more information please refer to the full Terms and Conditions .

How will I receive the Gold Service Extras $20 90 Day StoreCash>?

You must have a The Good Guys 90 Day StoreCash > Digital Wallet activated under the mobile number registered to your Gold Service Extras Membership. If you have not registered your mobile; manage your preferences here . To activate your Digital Wallet and start earning 90 Day StoreCash > now, click here .

What can I use my Gold Service Extras $20 90 Day StoreCash> to buy?

90 Day StoreCash > can be used online or in store at The Good Guys on our huge range of products, but some exclusions do apply, find out more here .

How long do I have to use my Gold Service Extras $20 90 Day StoreCash>?

Gold Service Extras $20 90 Day StoreCash > have a 90 day expiry. You can use your 90 Day StoreCash > in store, online or over the phone!

How many Gold Service Extras $20 90 Day StoreCash> do I receive every year?

Gold Service Extras Members earn 3 x $20 90 Day StoreCash > 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 Gold Service Extras $20 90 Day StoreCash > 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 Gold Service Extras $20 90 Day StoreCash > every 12 months for the lifetime of your plan. Gold Service Extras $20 90 Day StoreCash > is capped at 9 per year for multiple plan holders.

Can I hold onto Gold Service Extras $20 90 Day StoreCash> and use them when I have received all three for the year?

Gold Service Extras $20 90 Day StoreCash > are sent to members at various times throughout the year. Be sure to spend any 90 Day StoreCash > that you have available before its expiry.

Can I give my Gold Service Extras $20 90 Day StoreCash> to a family member to use?

Sure! As long as you are present in store with your mobile phone or making the purchase on their behalf online or over the phone it’s great to share with your family members! Please note: you may not transfer or sell 90 Day StoreCash > via any other method.

I bought Gold Service Extras last week and still haven’t received a Gold Service Extras $20 90 Day StoreCash>?

Gold Service Extras $20 90 Day StoreCash > are issued at various times throughout the 12 months of your plan. Rest assured, you will receive all three within the 12-month period.

How do I manage my email and SMS preferences?

You can change the way we contact you about the latest Gold Service Extras Member offers. To manage your preferences, click here .

Am I covered by consumer rights anyway, without purchasing Gold Service Extras?

You may have rights under the Australian Consumer Law (ACL), but these are considered on a case by case basis and it depends on the circumstances at the time. Purchasing Gold Service Extras gives you certainty that you will have a remedy during the period Gold Service Extras covers (subject to GSE terms and conditions). To access a current copy of the Consumer Guarantee Repair, Replace, Refund brochure, click here

What happens if my product becomes faulty after the manufacturer warranty expires?

You may have rights under the Australian Consumer Law (ACL), but these are considered on a case by case basis and it depends on the circumstances at the time. Purchasing Gold Service Extras gives you certainty that you will have a remedy during the period Gold Service Extras covers (subject to GSE terms and conditions). To access a current copy of the Consumer Guarantee Repair, Replace, Refund brochure, click here

What happens if I don’t purchase Gold Service Extras and my product becomes faulty in a few years?

You may have rights under the Australian Consumer Law (ACL), but these are considered on a case by case basis and it depends on the circumstances at the time. Purchasing Gold Service Extras gives you certainty that you will have a remedy during the period Gold Service Extras covers (subject to GSE terms and conditions). To access a current copy of the Consumer Guarantee Repair, Replace, Refund brochure, click here .

Gold Service Extras Frequently Asked Questions

Frequently Asked Questions

Have a question about our Gold Service Extras program? Browse our FAQs for speedy answers to the most common questions. Are you already a Gold Service Extras Member? Access your dedicated Member Support Team here.

MEMBER HUB CONTACT US TERMS & CONDITIONS

General