Under Australian Consumer Law, you’re entitled to a repair, replacement, or refund if the product you purchased from The Good Guys is faulty, unsafe, doesn’t function as advertised, or doesn’t match its description. If the fault is major— (such as the item being significantly defective) you have the choice between a full refund or replacement.

Minor issues typically result in repairs first, but if they are unresolved in a reasonable time, refunds are available. Always retain proof of purchase, like receipts or bank statements, though The Good Guys can generally locate your transaction using your order number or account details.

Change-of-Mind Returns (30-Day Policy):

The Good Guys offer generous change-of-mind returns within 30 days, provided the product is unused, in original condition, and includes all original packaging. The item must be "re-saleable," and store managers may inspect the returned goods. Personal-use items, opened software, activated digital goods, gift cards, and specially ordered products are generally excluded. Always confirm if unsure, especially during clearance events.

Time Limits & Exclusions:

• Change-of-Mind: 30 days from purchase (or delivery date).
  
  
• Faulty Items: No strict limit; dependent on the product’s expected lifespan.
  
  
• Exceptions: Some returns may receive store credit rather than cash refunds.
  
  

Extended Warranties: Purchasing an extended warranty (Gold Service Extras) doesn’t limit your consumer rights. You still maintain full protection under standard consumer law, regardless of extended warranties.

In-Store Refunds:

• Visit any Good Guys store (original store recommended).
  
  
• Bring the item, accessories, and proof of purchase.
  
  
• Staff will inspect the item and process your refund or exchange immediately.
  
  

Online Purchases:

• Return in-store or initiate return through The Good Guys online support.
  
  
• Call customer care or use the website contact form.
  
  
• Ship the item if instructed, using provided return labels.

• In-Store Refunds: Instant for cash, 1–3 business days for card refunds.
  
  
• Online Refunds: Typically processed within 2–5 days of item receipt at the warehouse. Allow a total of 1–2 weeks from sending to receiving funds.
  
  

Factors potentially delaying refunds include payment method (Afterpay, Zip), busy periods (holidays, major sales), and high-value returns requiring managerial approval.

The Good Guys refund directly via your original payment method:

• Credit/Debit Card: Refunded to original card; expect 1–3 business days processing time.
  
  
• Cash: Instant refund in-store.
  
  
• PayPal: Credited to PayPal account swiftly.
  
  
• Gift Cards/Store Credit: Issued immediately as new gift card/store credit.
  
  
• Special Cases (e.g., closed accounts): Bank transfer available upon request.
  
  

Refunds cannot be split across multiple payment methods, and partial refunds are processed proportionately.

While generally accommodating, certain scenarios can present challenges:

• Online Order Delays: Slow online refund processing during busy periods; recommend escalating to customer care or visiting a physical store.
  
  
• Change-of-Mind Denials: If items appear used or packaging is missing, stores may deny returns.
  
  
• Faulty Product Disputes: Some stores may initially suggest repairs for major faults. Politely insist on your legal right to a refund or replacement.
  
  
• Lost Receipts: Usually retrievable from store systems if purchased via card or registered account details.