• 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.
    

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.
    

• 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.
  

• 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.
  

• 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.