Question 1

I cannot find my docket, what should I do?

Accepted Answer

For online purchases, you can only access your tax invoice by clicking the tracking link provided in your order confirmation email / SMS. For instore purchases, please visit your store of purchase to request a copy of your docket. You will be required to show your ID and have the transaction date in order for us to search for an old tax invoice.

If you are unable to access your digital invoice or attend a store, you can request a reprint of your tax invoice or docket by completing this form. Requests will ordinarily be processed in 1-2 weeks – Please contact your store of purchase or digital invoice if you require your Tax Invoice sooner. We take our customer privacy seriously, and for this reason, docket and invoice requests can only be sent to the contact details provided for that order. If you do not have all of the information required on this form, you’ll need to visit the store of purchase with ID and the transaction date to locate your tax invoice.

Question 2

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

Accepted Answer

We’re sorry to hear about this. Rest assured, we are here to help. You can visit our Returns, Refunds and Repairs page and raise a product fault case with us under the online purchase fault category.

Question 3

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

Accepted Answer

We regret to hear about your issue. Please be assured, we're here to help. If you purchased the item from The Good Guys website, please visit our Returns, Refunds and Repairs page to raise a case. If you bought it in-store, over the phone or via the sales chat, please contact your local store for further assistance.

Question 4

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

Accepted Answer

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.

Question 5

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

Accepted Answer

We are sorry to hear this. After speaking to the Store manager, if you are still not satisfied, you can submit your concerns in writing by completing the Case Review Contact Form here.

Question 6

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

Accepted Answer

We are sorry to hear of this, but don’t worry, we are here to assist. You can visit our Returns, Refunds and Repairs page and raise a product fault case with the relevant team. If you have purchased Gold Service Extras with your faulty product, feel free to reach out to our Member Support team here. Further information on your rights can also be found in The Good Guys’ 'Refunds & Warranties, Understanding Your Rights' brochure, which you can access here or view directly online.

Question 7

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

Accepted Answer

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

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