Not sure if you can return your
The Good Guys
purchase?

Ajust breaks down
The Good Guys
's return policy and help you submit your request fast.

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Edited by:
Ajust Content Team
Last updated:
August 4, 2025
AI-sourced. Human-edited. Made clear for you.

Can you return an item to
The Good Guys
? Check eligibility first

  • 30-Day Change of Mind (Unopened):
    • Full refunds within 30 days for unopened, unused, and resaleable items.

    • Original packaging with all factory seals intact required.

    • Delivery fees are not refundable.

  • Opened or Used Items:
    • Returns considered at Good Guys’ discretion if in perfect, resaleable condition.

    • Usually incurs a 20% restocking fee.

    • Original delivery fee and any return pickup costs are non-refundable.

  • Exclusions – No Change-of-Mind Returns:
    • PC games & software, digital downloads, gift cards.

    • Commercial/business purchases.

    • Hygiene-related items once opened (e.g., shavers, earbuds).

  • Faulty, Damaged, or Incorrect Items:
    • Covered under Australian Consumer Law (ACL).

    • Eligible for refund, repair, or replacement.

    • No 30-day limit. Coverage extends to a product's reasonable life.

  • Proof of Purchase:
    • Required for returns (receipt/invoice).

    • Lost receipts can often be retrieved by store staff.

How to return an item to
The Good Guys

Change of Mind Returns:

  • In-Store:
    • Return to any Good Guys store with item, packaging, and receipt for immediate processing.

  • Online Purchases:
    • Return in-store (quickest option) or arrange courier pickup through Customer Care (cost applies).

Faulty or Damaged Product:

  • Immediate Faults (DOA):
    • Return directly to store for instant exchange or refund.

  • Warranty Faults (After Use):
    • Contact local store or report online via Good Guys’ fault reporting form.

    • Items may be repaired, replaced, or refunded depending on the fault severity.

  • Gold Service Extras:
    • Contact Gold Service directly for priority service and extra benefits.

The Good Guys
return timeframes and item conditions

  • Change-of-Mind Returns: Must initiate within 30 days from purchase/delivery.

  • Opened Item Returns: Subject to Good Guys’ discretion; likely within 30 days, with a 20% restocking fee.

  • Used Item Returns: Typically not accepted unless faulty.

  • Faulty Items: Covered under ACL. Timeframe based on expected life of product (usually at least 12-24 months).

  • Dead on Arrival (DOA): Report faults immediately or within 14 days of receiving.

  • Repair Timeframes: Usually 1-4 weeks depending on complexity and part availability.

Who pays for
The Good Guys
return shipping?

  • Free In-Store Returns: Return items to any store without shipping cost.

  • Change-of-Mind Returns (Courier):
    • Customer pays courier or pickup costs (deducted from refund).

  • Faulty Items:
    • The Good Guys cover all return shipping costs for faulty products.

  • Original Delivery Charges: Not refunded for change-of-mind returns. Refunded if the item was faulty or incorrect.

  • Packing Requirements: Original packaging strongly recommended for secure shipping.

The Good Guys
refunds after a return - how and when you’ll get your money back

  • Refund Method: Original payment method (credit card, PayPal, Afterpay, Zip).

  • Refund Timeline:
    • In-store: Instant cash refunds or 1–3 business days for card transactions.

    • Online returns: Typically processed within 1–2 weeks after receiving returned items.

  • Partial Refunds & Fees:
    • Restocking fee (20%) deducted for opened items.

    • Pickup/shipping fees deducted for customer-arranged returns.

  • Replacement or Store Credit:
    • Option available instead of refunds (store credit via gift cards or StoreCash).

  • Communication & Confirmation:
    • Refund confirmations sent via email or given as receipt in-store.

The Good Guys
 cases submitted through Ajust

I bought a Roborock vacuum for almost $2,000 and within a year it broke down twice. Even after a long repair wait, it returned with a new error. Having to haul it back and forth while still under warranty was exhausting. I just wanted something reliable, not repeat breakdowns and no clear solution. - Hope

Our brand-new TV started showing red lines after just six weeks. We were so excited about the purchase, but it quickly turned into frustration. It’s hard to feel confident in a product when issues like this pop up so early. I just wanted a proper replacement that worked. - Davinia

I purchased a fan that didn’t work properly right out of the box. It’s such a basic item, and I expected better. I needed it to deal with the heat, not chase up repairs. I just wanted a quick replacement so I could move on. - Raj

We invested in a dishwasher that showed signs of rust and faulty parts not long after purchase. The proposed fix didn’t feel like enough, especially since it clearly wasn’t wear-and-tear. I expected a product that would last, not early defects. - Zoran

Customer experiences with
The Good Guys
returns

No Receipt, No Drama: One customer easily exchanged a faulty item without a receipt, thanks to Good Guys' transaction lookup system.

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Restocking Fee Frustration: One buyer found returning an opened washing machine costly and challenging due to the 20% restocking fee and courier delays, highlighting the importance of adhering to the unopened return policy.

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Smooth Appliance Return: Another shopper shared that despite negative reviews online, their appliance return at the Chatswood store was fast and hassle-free.

Official
The Good Guys
Returns Resources & Links

The Good Guys
Return FAQs

Can I return an opened item to The Good Guys?

Yes, but only if it's in perfect, resaleable condition and the return is approved by The Good Guys. They usually charge a 20% restocking fee. You’ll also need to cover any return delivery costs, and your original shipping fee won’t be refunded. It’s often quicker and cheaper to return in-store, so check that option first.

What items can’t be returned to The Good Guys?

You can't return PC software, digital downloads, gift cards, hygiene products once opened, or any commercial/business purchases under change-of-mind. These exclusions apply even if the item is unopened. If faulty, they may still be covered under Australian Consumer Law, so always check your rights before giving up.

How do refunds work after returning to The Good Guys?

Refunds go back to your original payment method-cash is instant in-store, while card or online refunds may take 1-14 days. Opened items may incur a 20% restocking fee, and return delivery costs are usually deducted. You can also opt for store credit or a replacement if preferred.

Who pays for return shipping to The Good Guys?

If the return is due to change of mind, you pay for return courier or pickup costs. But if the product is faulty or incorrect, The Good Guys cover return shipping. Either way, original delivery fees aren’t refunded unless the item was defective or wrongly delivered.

Every day you wait, your refund gets harder.

Don’t let the return window close. Let’s check if you’re still covered.

Start your return now