The Good Guys refund policy – how to claim your money back


How to get your money back using the The Good Guys refund policy
We’ll help you request a refund from The Good Guys, follow up if needed, and make sure it’s taken seriously.
Can you get a refund from The Good Guys? Check eligibility first
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.
How to get a refund from The Good Guys
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.
The Good Guys’s refund timeframe - how long it takes
- 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’s refund methods - how you'll get your money back
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.
Common refund issues with The Good Guys
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.

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Real The Good Guys refund cases – what worked for other customers
No-Receipt Returns: Customers report easy returns even without original receipts, as stores can reprint or verify purchases.
Faulty Appliance Replacements: A customer exchanged a faulty mixer for a brand-new replacement immediately upon proving a major fault.
Online Delivery Issues: One buyer faced extended delivery delays for a fridge. Escalating to higher management resolved the situation after initial frustration.
How The Good Guys Refund Policy Compares to Competitors
The Good Guys vs JB Hi-Fi
- Similar 30-day change-of-mind policy.
- Both highly customer-focused; The Good Guys slightly more lenient with opened items, especially appliances.
The Good Guys vs Harvey Norman
- Harvey Norman has historically faced scrutiny over consumer rights violations.
- The Good Guys generally simpler and more compliant with consumer law standards, offering less hassle for legitimate returns.
The Good Guys vs Amazon/Kogan
- Amazon’s online returns can be simpler but lack in-person convenience.
- Kogan notably stricter; The Good Guys offers better customer service and easier access to in-store resolution.
The Good Guys’ in-store flexibility and strong customer service reputation often surpasses competitors, especially for appliance returns and warranty claims.
Official The Good Guys Refund Resources & Links
- Returns & Exchanges: Good Guys Official Policy
- Consumer Guarantees: ACCC Guidelines
- Customer Support: Contact Customer Care | Call: 1300 942 765
- Store Locator: Find Your Nearest Store
- Gold Service Extras: Extended Warranty Information
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