Bought something from EB Games that broke too soon?
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What does EB Games's warranty cover?
- New products: Covered by manufacturer warranty; EB Games assists with repairs or replacements for faults.
- Preowned products: Covered by EB’s "12-Month Preowned Guarantee" against manufacturing defects.
- Australian Consumer Law (ACL): Applies to all products, meaning items must be of acceptable quality and last a reasonable time.
- Optional EB Care Plans: Available for extended coverage (2–3 years for consoles, 1–2 years for controllers, 1 year for game discs) including accidental damage.
- Remedies: Refund, replacement, or repair depending on whether the fault is “major” or “minor” under ACL.
How to claim a warranty with EB Games
- Contact EB Games or visit a store – Call (07) 4800 4084, email customer.service@ebgames.com.au, or visit any EB Games store.
- Provide proof of purchase – Receipt, order confirmation, or EB World membership lookup.
- Product evaluation – Store staff assess the fault. Some issues can be verified and resolved on the spot.
- Resolution – Refund/replacement for major faults. Repair/replacement parts for minor faults. Possible manufacturer referral.
- Follow up – Use your claim reference to track progress via store or EB Games customer service.
Exclusions & limitations - when EB Games's warranty doesn't apply
- Accidental damage, misuse, liquid damage, or abnormal use (unless covered by EB Care).
- Wear and tear or cosmetic damage that doesn’t affect functionality.
- Issues caused by unauthorised repairs/modifications.
- No proof of purchase (unless EB World account lookup is possible).
- Consumables (e.g., batteries) and software issues unrelated to physical defects.
- Outlet for service may be manufacturer in some cases (timeframes may vary).
Required documentation for EB Games warranty claims
- Proof of purchase – Receipt, invoice, or EB World purchase record.
- Serial number/IMEI – For consoles and electronics.
- Fault description – Verbal explanation, and photos/videos if helpful.
- Accessories if relevant – Bring components tied to the fault (e.g., power supply, controller).
- EB Care plan proof – If applicable, provide your EB Care documentation.
How long does the warranty claim process take with EB Games?
- Same day – Many in-store claims are resolved immediately if stock is available.
- 1–2 weeks – Common for repairs or replacements via service centres.
- 2–4 weeks – More complex claims involving manufacturer repair.
- Delays possible – During busy seasons or for major recalls.
- ACL safeguard – If a repair takes too long, you may request a refund or replacement instead.
EB Games cases submitted through Ajust
Recent EB Games customer warranty experiences
Positive: A preowned PS3 was swapped the same day for an HDMI fault.
Negative: A controller warranty claim was refused in-store due to lack of EB Care, despite ACL obligations. The case required escalation.
Flexible: Receipt lookup via EB World account allowed a no-receipt return.
Official EB Games Warranty Policies & Support Links
EB Games Warranty FAQs
If you don’t act now, you might lose your rights.
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