Terms and Conditions

Frequently Asked Questions, The Good Guys - Official eBay Store

The Good Guys on ebay

Is The Good Guys ebay store part of The Good Guys Pty Ltd?

All products are supplied from The Good Guys Discount Warehouses (Australia) Pty Ltd, however product range, product availability, product pricing, delivery and pick up in store options & pricing, and promotional offers may differ from The Good Guys website and The Good Guys stores. Individual The Good Guys stores or The Good Guys website are under no obligation to match any offer available from 'The Good Guys on eBay'. The Good Guys 30 Day Price Guarantee does not apply to ebay pricing.

Are the items sold on The Good Guys ebay store brand new?

All items sold on The Good Guys on ebay are brand new, however product availability, pricing and shipping charges may differ to The Good Guys stores or thegoodguys.com.au. All items include the standard manufacturer's warranty where applicable.

How long is the warranty on my item?

All our items come with an Australian manufacturer warranty. The length of the warranty is listed on the "Specifications" tab on the product page.

Can I purchase an extended warranty?

The Good Guys no longer offers extended warranty, but the store fulfilling your order can assist you with the purchase of Concierge, our new service which offers product protection and peace of mind from the day you purchase your product, as well as a range of other great rewards and benefits.

If you would like to know more about Concierge please visit www.thegoodguys.com.au/concierge.

Please note: The purchase of Concierge is excluded on purchases made during eBay promotions.

What if I require installation of my product?

Please contact The Good Guys store fulfilling your order and they can assist you with installation services and provide you with a quote. To find out store details please go to www.thegoodguys.com.au/store-locator.

Postage and Delivery

Where do we deliver to?

We deliver to any Australian street address. We don't deliver to a PO Box, parcel locker or to an international address. Our standard delivery service is door to door, taking your purchased product from one of our stores to your nominated delivery address.

How is delivery calculated?

Delivery prices are set according to the product category. An ebay delivery fee is charged per product per order.

When will my order be shipped?

Orders will generally ship within 2 - 7 business days from one of our stores.

Delivery to some regional area may take longer. To ensure you receive your order as soon as possible you may receive a call from our stores to confirm your order details.

Will I be notified when my order has been shipped?

You will receive an email notification when your order has been shipped and is on its way to you.

Where are orders shipped from?

All our online orders are despatched from one of our stores. With 100 stores across Australia, where possible we will ship from the closest store in stock of the items you ordered. In most cases this may be your local store although from time to time we will ship items interstate to ensure you get it as soon as possible.

Can I buy online and pick up in store?

Yes you can buy online and pick up in store, simply go to the postage & handling tab on the product listing and enter your postcode in the pickup section. You will then be presented with a list of stores where you can collect your item from.

What do I need to bring to collect my item(s) and do I need to show ID?

The person whose name appears on the email confirmations must be the person collecting the order and will be required to show ID.

You must also bring:

  • A current Australian Driver's License or Australian Passport or International Passport for ID.
  • The Good Guys email confirming your order is ready for pick up.
  • Your PayPal confirmation email with the PayPal transaction ID included.

Can I change my order from delivery to pick up in store?

No. Once you've selected either pick up or delivery and your order has been placed, you're unable to make any changes.

My PayPal delivery address is incorrect. How can I change it?

The delivery address can't be changed once the order has been placed. The order will be cancelled and you will need to update your PayPal account details with your current address details and process your order again.

Can I track my order?

Should you want to track your order please contact The Good Guys store despatching your order for a consignment number or a status update.

I haven't received my order, when will it be delivered?

Contact the store fulfilling your order for delivery information.

I missed my delivery, what happens now?

If there was no one home to sign for the item a calling card will be left to arrange redelivery with the Courier Service.

A discount has not been applied?

If you purchased during a sale event you would have received a percentage discount off your order.

To see the applied ebay discount, check your PayPal transaction summary. Click on the 'Details' link to see the discount voucher applied. You should see the full amount as 'Payment to The Good Guys' and breakdown of the discount.

For further assistance please send an email via My ebay messages.

Combine Postage

Can I combine the postage cost if I order more than 1 item?

We are unable to combine delivery charges. An ebay delivery fee is charged per product per order.


How do I Pay for my purchase?

We accept PayPal for all our ebay orders. PayPal accepts MasterCard, Visa, and American Express, plus direct bank transfer. We are unable to accept credit cards directly at this time.

I should have received a % discount but I have been charged the full amount?

To see the applied ebay discount, check your PayPal transaction summary. When you are looking at the transaction summary in your PayPal account the full amount of your purchase is shown. Please click on the 'Details' link to see the discount voucher applied. You should see full amount as 'Payment to The Good Guys' and below the breakdown of the payment. For example:

• 80% for the amount 'Charge from Credit Card' (your account) and

• 20% from 'Voucher'

If you require assistance send an email via My ebay messages.

I ordered the wrong item can I get my discount applied to another order?

As this is an ebay promotion and we do not have visibility to the discount applied to your order and also cannot transfer the value of your discount to another order. You will need to cancel your current order and place a new one.

Can my order be cancelled?

In an event where demand exceeds available supply, or the quantity of a product ordered is more than 2 units, The Good Guys may elect to refund your order in part or in full. Every customer will be personally advised via email should this ever be required. Refunds in these circumstances will be processed in three business days.


What is the return policy?

If you have received your order and you wish to return it, the item must be returned within 30 days after you have received it and the packaging must be unopened or in a sellable condition. You will have to pay the return postage or take it into your nearest The Good Guys store.

What happens if my item is faulty or breaks down?
If you have an issue with the item, any The Good Guys stores across Australia will be more than happy to discuss this with you. We will provide refunds pursuant to the Competition and Consumer Act 2010 (the "Act") namely, if the goods you purchased:

  • Were damaged during shipping
  1. Are not fit for its purpose

You should return your goods within a reasonable time if A-B above occurs and provide us with:

  • Proof of purchase by producing the original Tax Invoice. Your Tax Invoice will be provided on despatch from a store or with the delivery of your product
  • The Goods listed on the Tax Invoice with all original packaging and manuals enclosed (including any Bonus Offers)
  • Suitable ID to identify you as the original purchaser
  • Details of the fault or issue with the product and that the fault or issue was not caused by you

More information

Why is ebay excluded from the 30 Day Price Guarantee?

ebay operates in an online marketplace independently from The Good Guys. Orders we fulfil on ebay are for ebay customers and made under the ebay terms of trade.

Under our agreement with ebay, our outlet store on their site must agree to participate in a number of promotional days that are planned by ebay directly. ebay determines the dates and basis of these promotions.

Our PAY LESS Price Promises are everyday benefits we offer to customers of The Good Guys. These benefits are not generally extended to customers of independent online business.

However, Customers who purchase a Concierge Service Plan at The Good Guys receive extra benefits under their plan and are entitled to claim up to $100 back through the Concierge Price Shield. The Good Guys currently also extend this benefit for Concierge members to prices on non-clearance products sold through The Good Guys ebay store as part of the benefit of Concierge membership.

For more information on Concierge visit www.thegoodguys.com.au/concierge

Do I need to provide identification if I purchase a knife online?

Yes, you will need to provide identification. We reserve the right to require proof of age before a knife can be purchased or collected in store. It is an offence to sell a knife to a person under the age of 18 years in Vic, WA, NSW, ACT & Tas and under the age of 16 in SA.

There was no tax invoice with my item?

Please contact the store who fulfilled your order. For store details please visit www.thegoodguys.com.au/store-locator

Can I contact The Good Guys ebay store if I have an enquiry about my online order?

Yes you can. Please send an email via My ebay messages. You will usually receive a reply within 24 hours. During ebay sales it may take longer to receive a reply due to the increase volume of customer enquiries.The Good Guys on ebay – Frequently asked questions