The Good Guys refund policy said no? Check in 60 seconds.
Every product sold by The Good Guys comes with consumer guarantees under the Australian Consumer Law. They apply on top of any store policy or warranty, and the store can’t contract out of them.
Heard something like this?
These are common lines shoppers hear at many stores, including at The Good Guys. None of them, on its own, ends your rights.
- “Our change-of-mind window has closed.”
- “It’s past the 12-month warranty.”
- “It has to go to the service agent first.”
- “An extended warranty would have covered it.”
What the law actually says
- Section 54: goods must be of acceptable quality. That includes being durable for a reasonable time given the price and type of product.
- Section 55: goods must be fit for any purpose you told The Good Guys about before you bought.
- Section 259: The Good Guys, as the supplier, must provide a remedy. You don’t have to go to the manufacturer.
- Section 260: if it’s a major failure, you choose a refund or replacement.
The manufacturer’s warranty period and extended warranties don’t set the limit. What counts is how long a reasonable person would expect the product to last.
Major or minor failure?
This decides whether you or The Good Guys chooses the fix.
You choose: refund or replacement
A reasonable person wouldn’t have bought it if they’d known about the problem. Think: it died well before it should for the price, it’s unsafe, or it keeps failing after repairs.
The retailer chooses: usually a repair
The fault can be fixed in a reasonable time. The repair must be free. If they can’t or won’t fix it, you can then ask for a refund or replacement.
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