Bought something from

The Good Guys

that broke too soon?

When you shop with The Good Guys (TGG), you benefit from multiple layers of protection. All products come with standard manufacturer warranties, backed by Australian Consumer Law (ACL). The Good Guys also provide a Minimum Voluntary Warranty, often extending beyond typical manufacturer periods.

• Products Covered:
  
  
  • Appliances (fridges, dishwashers, washing machines, ovens)
    
    
  • Electronics (TVs, laptops, smartphones, tablets)
    
    
  • Small kitchen gadgets and home products
    
    
• Warranty Duration & Expectations:
  
  
  • Manufacturer warranty (usually 12 months or longer)
    
    
  • ACL guarantees ensure products last a reasonable duration (e.g., a premium TV expected to last several years)
    
    
  • The Good Guys’ Minimum Voluntary Warranty explicitly outlines extended coverage periods based on product type and price (e.g., 2–5 years or more for high-value appliances)
    
    
• Gold Service Extras (Extended Warranty):
  
  
  • Optional extended coverage for up to 5 years
    
    
  • Covers additional scenarios like accidental damage and provides perks like in-home repairs, replacements, or store credits
    
    
• Faults Covered:
  
  
  • Defects in materials and workmanship under normal domestic use
    
    
  • Both minor faults (repairable) and major faults (entitling you to a replacement or refund)
    

Claiming warranty with The Good Guys is straightforward. Follow these easy steps:

✅ Step-by-Step Warranty Claim Process:

1. Identify Claim Channel:
   
   
   • Directly through your local TGG store or via TGG’s online returns portal.
     
     
   • Optionally, through the product’s manufacturer (often quicker for appliances or electronics).
     
     
2. Initiate Your Claim:
   
   
   • In-store: Take your faulty product and proof of purchase (receipt or tax invoice) to your nearest store.
     
     
   • Online: Visit TGG’s “Returns, Refunds & Repairs” page and select “Report a Faulty Product”.
     
     
3. Provide Documentation:
   
   
   • Receipt or invoice (proof of purchase)
     
     
   • Product serial number
     
     
   • Detailed description of fault
     
     
   • Photos or videos clearly showing the issue (if applicable)
     
     
4. Product Assessment:
   
   
   • In-store staff or TGG’s authorised technician will assess the product. Small issues may be immediately exchanged.
     
     
   • Larger items might require an in-home inspection by the manufacturer’s technician.
     
     
5. Resolution:
   
   
   • If a product is faulty, The Good Guys cover repair costs or arrange replacements/refunds promptly.
     
     
   • Gold Service Extras members often receive expedited service, store credit, or immediate replacement if repairs are impractical or delayed.
     
     

📞 Contacting The Good Guys:

• Store Locator: Find and contact your nearest TGG store.
  
  
• Concierge Support (Gold Service Extras): Dedicated support line accessible via the Member Portal.
  

The Good Guys warranty doesn’t apply under certain conditions:

• Commercial Use:
  
  
  • Items used commercially or outside normal domestic use may not qualify for standard warranty coverage.
    
    
• Accidental Damage or Misuse:
  
  
  • Issues from dropping, mishandling, improper use, or not following care instructions are not covered.
    
    
• Consumable Parts:
  
  
  • Batteries, bulbs, filters, or parts expected to wear out from regular use typically aren’t covered.
    
    
• Installation Errors:
  
  
  • Damage from improper setup or installation mistakes (e.g., failure to remove transit bolts from washing machines).
    
    
• Cosmetic Issues:
  
  
  • Minor scratches or dents not affecting functionality or not reported immediately upon delivery.
    
    
• Unauthorised Repairs:
  
  
  • Repairs or modifications by unauthorised technicians will void your warranty.
    
    
• No-Fault-Found Cases:
  
  
  • If inspection finds no product fault (e.g., user error or setting mistakes), no warranty coverage applies, and a service fee might incur.
    

Smooth your warranty process by preparing:

• Proof of Purchase:
  
  
  • Receipt or Tax Invoice (available in-store or via your online order confirmation)
    
    
• Product Information:
  
  
  • Serial number (usually found on product label or manual)
    
    
• Clear Evidence of Fault:
  
  
  • Photos or videos showcasing the defect (especially helpful for remote or online claims)
    
    
• Gold Service Extras Details:
  
  
  • Membership number or proof if you have TGG’s Concierge extended warranty service
    
    
• Identification:
  
  
  • Government-issued ID, especially for in-store returns or pickup of replacements
    
    
• Original Packaging & Accessories:
  
  
  • Not strictly mandatory, but beneficial if the product needs transport for repairs.
    

The Good Guys aim to resolve warranty claims efficiently:

• Immediate Issues (DOA or Early Faults):
  
  
  • Typically resolved quickly (within 1–2 weeks), often with immediate replacement or refund.
    
    
• Standard Warranty Repairs:
  
  
  • Small electronics/appliances: approximately 2–4 weeks for repair, depending on part availability.
    
    
  • Large appliances: typically serviced at home within 1–2 weeks; longer if special parts are required.
    
    
• Gold Service Extras (Extended Warranty):
  
  
  • Usually expedited, with a repair or store credit provided promptly if repairs take longer than 30 days.
    
    
• General Expectations:
  
  
  • Most claims settled within 1–4 weeks.
    
    
  • Persistent delays should be escalated using the TGG Case Review form or by speaking with store management directly.