Contact Us

The Good Guys are here to help. We have a range of FAQs that may be able to answer your question quickly. Select the topic of your query below. If you cannot find the answer to your immediate question, you will be provided with the best way to contact us.

Important Information:
If your query is about the , please visit here.

Let’s start. What’s your query about?

Choose one of the options below . . .

Your Online Order

Have a question about your current online order? Browse our FAQs for speedy answers to the most common questions about our web orders, such as delivery, pick up in store and ePay products.

Online Order FAQs

Where is my online order?

You should receive an Online Order Confirmation email within 24hrs of placing your order.
If you did not receive your Online Order Confirmation email, please:

Confirm that you have placed your order with your correct email address;
Check your Spam/Junk folders;
If you still require assistance, please contact us by sending us a message. We'll look into this for you and email or SMS you with an update.

Can I change my order once I have placed it?

We work hard to process your order quickly so that you receive it as soon as possible. If you need to make a change you can send us a message.

Please note: some changes may not be possible once the order has been placed.

Can I cancel my online order?

Yes, if your item has not yet been dispatched, we will be able to cancel your order. Simply send us a message or chat with us and our team will cancel your order and issue a refund in the same tender used to place the order.

Why hasn't my order been delivered together?

Your order may be sent from multiple locations and can arrive separately on different days. We do this so we can get your products to you as soon as possible.

Can I delay my delivery for my online order?

Yes. You can send us a message or chat with us and our team will look into delaying your delivery for up to 28 days. Please note: some orders may not be possible to delay.

How do I track my online order?

For small to medium sized products, an email with a tracking link and instructions will be emailed to you when your order has been despatched.

For larger items, the store fulfilling your order will contact you to arrange a suitable delivery date and time.

What do I need to bring to collect my order?

Important: Only the person whose name appears on the confirmation email, or the person you nominated when making the online order, can pick up your order in store.

You or the nominated person must bring with them:

Your order confirmation email.
A current Australian Driver’s License, current Passport or approved photo identification.
If you paid by Paypal – you must also bring the Paypal confirmation email that includes the transaction ID.

Do I have to create an account before I buy online?

By creating an account with us your checkout process is faster. You can view your order status, check your purchase history and claim bonus offers. If you'd prefer not to create an account you can make your online purchase as a 'guest'.

What happens if I have forgotten my password?

You can request your password to be reset by entering your email address on the “Forgot your Password’ page and you will receive your reset password link by email. If you still haven’t received your password:

Confirm that you provided your correct email address;
Check your Spam/Junk folders;
If you still require assistance, please contact us via ‘Chat with Us’.

What is a “digital download”?

A digital download is any software, game or add-on which you can purchase and download without a physical copy. You can access all our Digital download products by simply typing ‘ digital downloads’ in the search field at www.thegoodguys.com.au.

I haven’t received my digital download?

Digital downloads are issued via email directly to the email address on the order.

Please check your junk and spam folder if you haven’t received it. For further assistance email us at www.thegoodguys.com.au/contact-us.

How long until I receive my digital product?

Digital codes are usually sent via e-mail within 30 minutes from the time of purchase but, in some cases, can take up to 2-4 hours.

Can I cancel my digital download order?

Digital downloads are non-refundable once the order has been placed.

Digital downloads must be treated like cash. All lost or stolen vouchers will not be replaced.

How do I redeem my code?

Your redemption code is located on your digital download confirmation email. Follow the instructions outlined on this email to activate your code. If you require help or Technical support a toll free number is located on your Digital Download confirmation email.

Do digital downloads expire?

Yes, all digital downloads sent in purchase receipts expire after a set amount of time. Once a download is expired, it cannot be used again.

Can’t find an answer to your question?

Product Information, Stock Availability and Pricing Queries

Have a question about a product? Need product information, want to check stock availability or chat about pricing? Browse our FAQs for speedy answers to the most common questions about our products.

Product Queries & Pricing FAQs

How do I check if a product is available in store?

Our website can show you if the item is available in store.

On the product page locate the “Check Stock / Delivery Cost’, you’ll find this underneath the price details.

Enter your postcode. Stock available at nearby stores will display. If no stock is available in the area closest to the postcode you entered you may be shown delivery only options.

Alternatively, you can chat to one of our friendly team members to discuss the product you need. Click here to find your local store number>.

I've seen one of your products cheaper elsewhere - do you price match?

We do – against a list of approved competitors. You can head in store to discuss a price match before you purchase. Find the details for your local store here.

I’m having difficulty making a Concierge 30 Day Price Guarantee claim online

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. We run checks on our competitors pricing daily, but from time to time our competitors change their pricing once these checks have been completed. This issue is usually fixed if you try again the next day. If you encounter further problems, feel free to message the Concierge Team directly here.

For more information about our Concierge 30 Day Price Guarantee click here.

Do you offer laybys?

The Good Guys does not have a national Layby policy - however many of our stores will take a deposit and hold a product for an agreed time frame. Click here to find your local store who can assist you.

Can’t find an answer to your question?

Promotions and Bonus Offers

Have a question about a The Good Guys Promotion or Bonus Offer? Browse our FAQs for speedy answers to the most common questions.

Promotions and Bonus Offers FAQs

My purchase is eligible for a promotion, how do I make a claim?

You can check if you are eligible for one of our promotions by visiting our Bonus Offers page. This can be located here. Alternatively, please search your model and click on the bonus offer tag to claim for your promotion.

I’m having trouble filling in my claim, can you assist?

These tips may help you claim your promotion:

You must have a registered online account with The Good Guys. If you do not have one, you will need to create one prior to submitting your claim, click here.
Full payment must be received on the order prior to submitting your claim.
Upon selecting the promotion, you qualify for, click ‘Make a Claim’. You must utilise a docket number which reflects full payment of your order. Your docket number is located on the LHS of your Tax Invoice. Click here to view a sample of the docket information.
If you have not received a copy of your Tax Invoice, please contact your store of purchase to obtain this. Details of your local store can be found here.

If you are still having issues making your claim, please send us a message by clicking here and we'll look into this for you.

Where do I enter a Promotional Code online?

Enter the promotional code in the ‘Use a Promo Code’ field in the Cart Overview section. Once entered, the value of the promotional code will be deducted from your order.

My promotional code is not working online?

Some tips to assist if your promotional code is not working:

Only one promotional voucher can be used per order.
Promotional codes are case sensitive. Be sure to type it in exactly as you see it.
If your code is a single use code – double check no other friend or family member has used it.
Check the expiration of the code.
Check that you are applying the promotional code to the correct product or brand of products.

If you are still having issues using your promotional code please send us a message by clicking here and we'll look into this for you.

When will I receive my Bonus?

Please refer to the date listed on the promotion confirmation email provided upon submitting your claim online (via Bonus Offers engine) SUBJECT LINE: The Good Guys Bonus Offers.

When should I activate my PayLess eftpos Card?

You must activate your Payless eftpos card within 1 MONTH of receiving it. You cannot use your card until your card has been activated. Your Payless eftpos card will expire 12 months from the date you have activated it. You can activate your PayLess eftpos card in 4 easy steps:

Log onto activ8card.com.au/thegoodguys
Click on 'ACTIVATE MY PAY LESS CARD'
Enter your details including your PAY LESS eftpos gift card number and the security code
Click on 'ACTIVATE CARD'

Your card will be available to use after 12pm the following business day of activation (Monday to Friday). If you need help contact our Card Support Team on 1800 850 821 9am - 5pm, Monday - Friday AEST / AEDST or email support@cometrue.com.au for assistance.

How do I activate my PayLess eftpos Card?

Log onto activ8card.com.au/thegoodguys
Click on 'ACTIVATE MY PAY LESS CARD'
Enter your details including your PAY LESS eftpos gift card number and the security code
Click on 'ACTIVATE CARD'

How do I check the balance of my PayLess eftpos Card?

Once your card has been activated you can check your available balance by logging onto activ8card.com.au/thegoodguys.

I haven’t received my Real Cash Bank Transfer Link – what do I do?

Please confirm the fulfillment date of your promotional offer by referring to the promotional confirmation email you received upon submitting your claim. Check also your junk/spam folder. If you are still yet to receive this, please send us a message here.

What are the Terms and Conditions from PayLess eftpos cards?

The PAY LESS Payback eftpos Card is managed by iGoDirect Group P/L 41 Stubbs Street, Kensington, VIC 3031, ABN 17 110 897 320. The PAY LESS eftpos card is issued by Indue Ltd ABN 97 087 822 464, AFSL 320204. PAY LESS eftpos cards are subject to the conditions of use that can be found at www.activ8card.com.au/thegoodguys. The 30 Day Price Guarantee does not apply in respect of advertising errors, limited or group buy offers, clearance products, promo code offers, finance offers, prices which include bonus offers, cash backs or discounts whether these are offered directly or via redemption from a supplier or a third party and also excludes items sold on marketplace websites such as eBay, as well as The Good Guys own pricing and any brand it sells for a third party supplier under an agency agreement. The terms and conditions are subject to change.

The pop up code is no longer working?

Limited time unique codes are occasionally offered to customers when browsing certain products. The unique code can only be used once during that active online shopping session. If you entered the unique promo code in the checkout page but then didn’t finalise your order, this unique code will no longer work. Not all products may be eligible to receive the promotional discount. Please refer to the Terms and Conditions here to see if your item is eligible.

Can’t find an answer to your question?

Faulty Products, Exchanges and Repairs

Have a question about a product that you’d like to return or exchange? Or a product that has a fault or needs a repair? Browse our FAQs for speedy answers to the most common questions.

Handy Links:

View our Product Faults and Consumer Guarantees information here.

Concierge Members can report a product Fault here.

The Good Guys customers can report a product Fault here.

Faulty Products, Exchanges and Repairs FAQs

I cannot find my docket, what should I do?

Any of our stores will be able to assist you further. Please contact your nearest store or fill in the docket request form to obtain a copy of your docket.

I have received my product I purchased online and it is faulty, what should I do?

We are sorry to hear of this, any of our stores will be able to assist you further. Please ensure you have your docket/order number handy. Please contact your nearest store.

My product is not working like I expected, what should I do?

We are sorry to hear this, any of our stores will be able to assist you further. Please ensure you have your docket/order number handy. Please contact your nearest store.

I have had my product for a while and now it appears to not to be working, what should I do?

We are sorry to hear of this, any of our stores will be able to assist you further. Please ensure you have your docket/order number handy. Please contact your nearest store.

I am having trouble setting up my new product, how can I get help?

Our in-store team members will be able to assist you further, or even guide you to where you can get more help. Please contact your nearest store.

I no longer need the product I have purchased, and it is not open or used, can I return it?

Yes, you can return unused and unopened products where the packaging is still in good condition (i.e. for change of mind) within 30 days of purchase. Change of mind returns exclude Commercial Sales, PC Games and Computer Software. Also, the cost of delivery, and the value of StoreCash^> will not be refunded for change of mind. Please ensure you have your receipt/docket/order number handy when returning your product. Please visit your local store. Terms & conditions.

I have been in store and they have not assisted with my faulty product claim as I expected, what can I do now?

We are sorry to hear this. After speaking to the Store Manager, if you are still not satisfied that your Australian Consumer Law rights are being appropriately observed, you can submit your concerns in writing to our ACL Warranty Claims Officer by completing the contact form here.

My product is faulty, and I think it is out of the manufacturer’s warranty period, do I have any other rights?

We are sorry to hear of this, any of our stores will be able to assist you further. Please ensure you have your docket/order number handy. Please contact your nearest store. Further information on your rights can also be found in The Good Guys’ “Refunds & Warranties, Understanding Your Rights” brochure.

I purchased Gold Service Extras with my product and now it is not working, what can I do?

We are sorry to hear that you are having issues with your product. Please click here and our Concierge team will help further assist you.

Can’t find an answer to your question?

Gold Service Extras

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.

General

How can I report a faulty product?

You can report your fault online here. Alternatively, you can call our team on 1300 765 988 (excluding National Public Holidays) to assist.

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

Gold Service Extras $20 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. The Good Guys highest priority is the health and wellbeing of our customers, team members and service providers. For more information please visit here.

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. The Good Guys highest priority is the health and wellbeing of our customers, team members and service providers. For more information please visit here.

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

Yes.
IMPORTANT: Please note, that while we’re still providing repair services to our customers it is important that you advise us in advance if you are currently self-isolating or in quarantine so that we can discuss providing your repair service safely, which may include rescheduling. Please contact your local store here.
The Good Guys highest priority is the health and wellbeing of our customers, team members and service providers. For more information please visit here.

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.
IMPORTANT: Please note, that while we’re still providing repair services to our customers it is important that you advise us in advance if you are currently self-isolating or in quarantine so that we can discuss providing your repair service safely, which may include rescheduling. Please contact your local store here.

The Good Guys highest priority is the health and wellbeing of our customers, team members and service providers. For more information please visit here.

My repair is already scheduled, is this still going ahead?

You will be notified if there is any disruption to your planned repair. We look forward to seeing you soon.

Gold Service Extras

What is Gold Service Extras?

Gold Service Extras is a membership program that offers StoreCash^>, exclusive member offers, sales events and discounts, plus comprehensive personal service and 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 and continues for the length of time you choose, up to a maximum of 5 years (7 years for split system air-conditioners).

Can I receive StoreCash^> as part of my Gold Service Extras membership for any other reason?

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

How To Buy

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?

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.

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 StoreCash^> received.

Product Support

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.

Gold Service Extras 30 Day Price Guarantee

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 StoreCash^>.

When and how will I get my Price Guarantee StoreCash^>?

In most cases, eligible claims, will receive the price difference back as StoreCash^> 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 StoreCash^>?

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

Are there any products that I can’t use my StoreCash^> on?

The Good Guys StoreCash^> cannot be exchanged for cash. The Good Guys StoreCash^> 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

Gold Service Extras $20 StoreCash^>

What is the difference between Store Credit & 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 download a StoreCash^> Digital Wallet. Once a Digital Wallet is downloaded, all Store credits, exclusive offers, promotion fulfilments, and 30 Day Price Guarantee approved claims will be delivered to the members Digital Wallet as StoreCash^>.

Do The Good Guys still issue Store Credits

Key changes for Store Credits

What is Gold Service Extras $20 StoreCash^>?

You are entitled to 3 x $20 Gold Service Extras 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 download a The Good Guys Digital Wallet*.

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 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 fullTerms and Conditions.

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

You must have a The Good Guys StoreCash^> Digital Wallet downloaded to the mobile number registered to your Gold Service Extras Membership. If you have not registered your mobile; manage your preferences here.

To download your Digital Wallet and start earning StoreCash^> now, click here.

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

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 StoreCash^>?

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

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

Gold Service Extras Members receive 3 x $20 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 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 StoreCash^> every 12 months for the lifetime of your plan.

Gold Service Extras $20 StoreCash^> are capped at 9 per year for multiple plan holders.

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

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

Can I give my Gold Service Extras $20 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 StoreCash^> via any other method.

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

Gold Service Extras $20 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.

Email and SMS preferences

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.

Consumer Rights

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?

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

Can’t find an answer to your question?

WHERE IS MY WEB ORDER

Store contact details

Your Online Order

Have a question about your current online order? Browse our FAQs for speedy answers to the most common questions about our web orders, such as delivery, pick up in store and ePay products.

Online Order FAQs

Where is my online order?

You should receive an Online Order Confirmation email within 24hrs of placing your order.

If you did not receive your Online Order Confirmation email, please:

Confirm that you have placed your order with your correct email address;
Check your Spam/Junk folders;
If you still require assistance, please contact us by sending us a message. We'll look into this for you and email or SMS you with an update.

Can I change my order once I have placed it?

We work hard to process your order quickly so that you receive it as soon as possible. If you need to make a change you can send us a message.

Please note: some changes may not be possible once the order has been placed.

Can I cancel my online order?

Why hasn't my order been delivered together?

Your order may be sent from multiple locations and can arrive separately on different days. We do this so we can get your products to you as soon as possible.

Can I delay my delivery for my online order?

Yes. You can send us a message or chat with us and our team will look into delaying your delivery for up to 28 days. Please note: some orders may not be possible to delay.

How do I track my online order?

For small to medium sized products, an email with a tracking link and instructions will be emailed to you when your order has been despatched.

For larger items, the store fulfilling your order will contact you to arrange a suitable delivery date and time.

What do I need to bring to collect my order?

Important: Only the person whose name appears on the confirmation email, or the person you nominated when making the online order, can pick up your order in store.

You or the nominated person must bring with them:

Your order confirmation email.
A current Australian Driver’s License, current Passport or approved photo identification.
If you paid by Paypal – you must also bring the Paypal confirmation email that includes the transaction ID.

Do I have to create an account before I buy online?

What happens if I have forgotten my password?

Confirm that you provided your correct email address;
Check your Spam/Junk folders;
If you still require assistance, please contact us via ‘Chat with Us’.

A Product QUERy, PRODUCT AVAILABILITy OR PRODUCT PRICING

Product Information, Stock Availability and Pricing Queries

Have a question about a product? Need product information, want to check stock availability or chat about pricing? Browse our FAQs for speedy answers to the most common questions about our products.

Product Queries & Pricing FAQs

How do I check if a product is available in store?

Our website can show you if the item is available in store.

On the product page locate the “Check Stock / Delivery Cost’, you’ll find this underneath the price details.

Enter your postcode. Stock available at nearby stores will display. If no stock is available in the area closest to the postcode you entered you may be shown delivery only options.

Alternatively, you can chat to one of our friendly team members to discuss the product you need. Click here to find your local store number>.

I've seen one of your products cheaper elsewhere - do you price match?

We do – against a list of approved competitors. You can head in store to discuss a price match before you purchase. Find the details for your local store here.

I’m having difficulty making a Concierge 30 Day Price Guarantee claim online

For more information about our Concierge 30 Day Price Guarantee click here.

Do you offer laybys?

Can’t find an answer to your question?

A PROMOTION OR BONUS OFFER

Promotions and Bonus Offers

Have a question about a The Good Guys Promotion or Bonus Offer? Browse our FAQs for speedy answers to the most common questions.

Promotions and Bonus Offers FAQs

My purchase is eligible for a promotion, how do I make a claim?

I’m having trouble filling in my claim, can you assist?

These tips may help you claim your promotion:

You must have a registered online account with The Good Guys. If you do not have one, you will need to create one prior to submitting your claim, click here.
Full payment must be received on the order prior to submitting your claim.
Upon selecting the promotion, you qualify for, click ‘Make a Claim’. You must utilise a docket number which reflects full payment of your order. Your docket number is located on the LHS of your Tax Invoice. Click here to view a sample of the docket information.
If you have not received a copy of your Tax Invoice, please contact your store of purchase to obtain this. Details of your local store can be found here.

If you are still having issues making your claim, please send us a message by clicking here and we'll look into this for you.

Where do I enter a Promotional Code online?

Enter the promotional code in the ‘Use a Promo Code’ field in the Cart Overview section. Once entered, the value of the promotional code will be deducted from your order.

My promotional code is not working online?

Some tips to assist if your promotional code is not working:

Only one promotional voucher can be used per order.
Promotional codes are case sensitive. Be sure to type it in exactly as you see it.
If your code is a single use code – double check no other friend or family member has used it.
Check the expiration of the code.
Check that you are applying the promotional code to the correct product or brand of products.

If you are still having issues using your promotional code please send us a message by clicking here and we'll look into this for you.

When will I receive my Bonus?

Please refer to the date listed on the promotion confirmation email provided upon submitting your claim online (via Bonus Offers engine) SUBJECT LINE: The Good Guys Bonus Offers.

When should I activate my PayLess eftpos Card?

Log onto activ8card.com.au/thegoodguys
Click on 'ACTIVATE MY PAY LESS CARD'
Enter your details including your PAY LESS eftpos gift card number and the security code
Click on 'ACTIVATE CARD'

How do I activate my PayLess eftpos Card?

Log onto activ8card.com.au/thegoodguys
Click on 'ACTIVATE MY PAY LESS CARD'
Enter your details including your PAY LESS eftpos gift card number and the security code
Click on 'ACTIVATE CARD'

How do I check the balance of my PayLess eftpos Card?

Once your card has been activated you can check your available balance by logging onto activ8card.com.au/thegoodguys.

I haven’t received my Real Cash Bank Transfer Link – what do I do?

What are the Terms and Conditions from PayLess eftpos cards?

The PAY LESS Payback eftpos Card is managed by iGoDirect Group P/L 41 Stubbs Street Kensington VIC 3031 ABN 17 110 897 320. The PAY LESS eftpos card is issued by Indue Ltd ABN 97 087 822 464, AFSL 320204. PAY LESS eftpos cards are subject to the conditions of use that can be found at www.activ8card.com.au/thegoodguys. The 30 Day Price Guarantee does not apply in respect of advertising errors, limited or group buy offers, clearance products, promo code offers, finance offers, prices which include bonus offers, cash backs or discounts whether these are offered directly or via redemption from a supplier or a third party and also excludes items sold on marketplace websites such as eBay, as well as The Good Guys own pricing and any brand it sells for a third party supplier under an agency agreement. The terms and conditions are subject to change.

The pop up code is no longer working?

What is a “digital download”?

I haven’t received my digital download?

Digital downloads are issued via email directly to the email address on the order.

Please check your junk and spam folder if you haven’t received it. For further assistance email us at www.thegoodguys.com.au/contact-us.

How long until I receive my digital product?

Digital codes are usually sent via e-mail within 30 minutes from the time of purchase but, in some cases, can take up to 2-4 hours.

Can I cancel my digital download order?

Digital downloads are non-refundable once the order has been placed.

Digital downloads must be treated like cash. All lost or stolen vouchers will not be replaced.

How do I redeem my code?

Do digital downloads expire?

Yes, all digital downloads sent in purchase receipts expire after a set amount of time. Once a download is expired, it cannot be used again.

Can’t find an answer to your question?

A PRODUCT FAULT, Exchange OR Returns

Faulty Products, Exchanges and Repairs

Have a question about a product that you’d like to return or exchange? Or a product that has a fault or needs a repair? Browse our FAQs for speedy answers to the most common questions.

Handy Links:

View our Product Faults and Consumer Guarantees information here.

Concierge Members can report a product Fault here.

The Good Guys customers can report a product Fault here.

Faulty Products, Exchanges and Repairs FAQs

I cannot find my docket, what should I do?

Any of our stores will be able to assist you further. Please contact your nearest store or fill in the docket request form to obtain a copy of your docket.

I have received my product I purchased online and it is faulty, what should I do?

We are sorry to hear of this, any of our stores will be able to assist you further. Please ensure you have your docket/order number handy. Please contact your nearest store.

My product is not working like I expected, what should I do?

We are sorry to hear this, any of our stores will be able to assist you further. Please ensure you have your docket/order number handy. Please contact your nearest store.

I have had my product for a while and now it appears to not to be working, what should I do?

We are sorry to hear of this, any of our stores will be able to assist you further. Please ensure you have your docket/order number handy. Please contact your nearest store.

I am having trouble setting up my new product, how can I get help?

Our in-store team members will be able to assist you further, or even guide you to where you can get more help. Please contact your nearest store.

I no longer need the product I have purchased, and it is not open or used, can I return it?

Yes, you can return unused and unopened products where the packaging is still in good condition (i.e. for change of mind) within 30 days of purchase. Change of mind returns exclude Commercial Sales, PC Games and Computer Software. Also, the cost of delivery, and the value of store credits will not be refunded for change of mind. Please ensure you have your receipt/docket/order number handy when returning your product. Please visit your local store. Terms & conditions.

I have been in store and they have not assisted with my faulty product claim as I expected, what can I do now?

My product is faulty, and I think it is out of the manufacturer’s warranty period, do I have any other rights?

I purchased Gold Service Extras with my product and now it is not working, what can I do?

We are sorry to hear that you are having issues with your product. Please click here and our Concierge team will help further assist you.

Can’t find an answer to your question?

GOLD SERVICE EXTRAS

Gold Service Extras

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.

Gold Service Extras FAQs

IMPORTANT UPDATES

The Good Guys highest priority is the health and wellbeing of our customers, team members and service providers. For more information please visit here.

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

My repair service has been delayed and I’ve been notified that my item will not be repaired in 30 days, am I eligible for a replacement?

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

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

The Good Guys highest priority is the health and wellbeing of our customers, team members and service providers. For more information please visit here.

My repair is already scheduled, is this still going ahead?

You will be notified if there is any disruption to your planned repair. We look forward to seeing you soon.

General

What is Gold Service Extras?

When does Gold Service Extras start?

Can I receive StoreCash^> as part of my Gold Service Extras membership for any other reason?

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

How To Buy

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

What Gold Service Extras membership lengths are available?

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.

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

Product Support

Will I need to have my product assessed?

Yes, all products need to be assessed.

Who will you use to repair my product?

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?

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 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?

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

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.

Gold Service Extras 30 Day Price Guarantee

What is Gold Service Extras 30 Day Price Guarantee?

How do I make a Gold Service Extras 30 Day Price Guarantee claim?

To make a Gold Service Extras 30 Day Price Guarantee claim, you must have purchased a product with 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.

When and how will I get my Price Guarantee StoreCash^>?

In most cases, eligible claims, will receive the price difference back as a StoreCash^> 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 happens if my Price Guarantee claim is not approved?

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 Member Support Team to advise that the claim has been unsuccessful.

Can I make a Gold Service Extras 30 Day Price Guarantee claim in-store?

No. 30 Day Price Guarantee claims can only be made online (at www.thegoodguys.com.au).

If I see the price drop again can I make another claim?

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

If the price of the product drops at The Good Guys and an approved competitor, can I make a claim for both price differences?

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

Are there any sales exclusions?

Gold Service Extras 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. Gold Service Extras 30 Day Price Guarantee claims are not available for percentage off and other sales events offered by The Good Guys, 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.

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

What can I purchase with my Price Guarantee StoreCash^>?

Your StoreCash^> will be valid for 90 days from the date of issue. You can use your StoreCash^> towards the purchase of most products at The Good Guys online or instore.

Are there any products that I can’t use my StoreCash^> on?

The Good Guys StoreCash^> cannot be used in conjunction with any other StoreCash^> offers or be exchanged for cash. StoreCash^> 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.

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

Gold Service Extras $20 StoreCash^>

What is the difference between Store Credit & 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.

Converting your $20 Store Credits to StoreCash^> gives you more time to spend! Store Credits typically have a shorter expiry. With StoreCash^>, you have 90 days to spend in store, online or over the phone.

Do The Good Guys still issue Store Credits

Key changes for Store Credits

What is Gold Service Extras $20 StoreCash^>?

You are entitled to 3x$20 Gold Service Extras StoreCash^> 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 to receive Store Credits*.

StoreCash^> can be redeemed online or at any of The Good Guys stores across Australia on our huge range of products^.

*Gold Service Extras Members receive three StoreCash^> per 12 months of their membership, capped at 9 credits 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 StoreCash^>?

To download your Digital Wallet and start earning StoreCash^> now, click here.

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

StoreCash^> can be used online or in store at The Good Guys on our huge range of products, but some exclusions do apply:

Gold Service Extras StoreCash^> cannot be used in conjunction with any other store credit offers or be exchanged for cash.

StoreCash^> 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.

When are Gold Service Extras $20 StoreCash^> sent?

Gold Service Extras $20 StoreCash^> 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.

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

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

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

Gold Service Extras Members receive 3 x $20 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 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 StoreCash^> every 12 months for the lifetime of your plan.

Gold Service Extras $20 StoreCash^> are capped at 9 per year for multiple plan holders.

Email and SMS preferences

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.

Gold Service Extras 30 Day Price Guarantee

Gold Service Extras $20 StoreCash>

Email and SMS preferences

Consumer Rights

Gold Service Extras $20 StoreCash^>