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DELIVERYRETURNSPAYMENTCONTACTPRIVACY POLICYTERMS OF SALEFAQS We deliver to most Australian street addresses. 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. Delivery prices are set according to the product category. We are unable to combine delivery charges. An eBay delivery fee is charged per product per order. Orders will generally ship within 5 - 9 business days from the date of your order. Delivery to some regional areas 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. You will receive an email notification when your order has been shipped and is on its way to you. All our online orders are despatched from one of our stores. With over 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 from interstate to ensure you get it as soon as possible. The delivery address can't be changed once the order has been placed. Contact The Good Guys store despatching your order for a consignment number or a status update. If there was no one home to sign for the item a calling card will be left to arrange redelivery with the Courier Service. Once you've selected delivery and your order has been placed, changes cannot be made.
TERMS OF SALE
The Good Guys Discount Warehouses (Australia) Pty Ltd supplies the products, however product range, product availability, product pricing, bonus and promotional offers, delivery and pick up in store options 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 on The Good Guys eBay store. The Good Guys Concierge 30 Day Price Guarantee does not apply to eBay pricing.
Error on our Site
Site errors will be corrected as soon as possible upon discovery. We reserve the right to revoke any stated offer and to correct any errors, inaccuracies or omissions including after an order has been submitted; whether or not the order has been confirmed and your credit card charged.
New Items
All items sold on The Good Guys on eBay store are brand new and include a manufacturer's warranty where applicable.
Pricing
Prices and availability of products and services are subject to change without notice.
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 (90 days applies for faulty CDs, DVDs, PC Games & Computer Software with packaging in any condition or packaging discarded).
You should check your goods as soon as they are delivered to you in order to ensure that:
(a) they are what you ordered; and
(b) they are not damaged or faulty.
If this is not the case, you should contact The Good Guys as soon as possible.
When returning goods:
(a) please provide The Good Guys with your proof of purchase;
(b) it is a requirement for the fulfilment of refunds, exchanges and warranties that Customers use their best endeavours to return all out-of-the-box accessories (such as power cords and batteries) supplied at the time of original purchase;
(c) you must also return any Bonus Offers included with the original purchase; and
(d) if you are returning goods due to a change of mind, the goods must be in a “re-saleable” condition as determined by The Good Guys.
Customers are also encouraged to use the original packaging where possible in order to avoid damage in transit.
If the goods are faulty or you wish to return unused and unopened goods because you have changed your mind please visit: thegoodguys.com.au/returns-and-repairs for details of our policies. If you are returning unused and unopened goods due to change of mind in accordance with our policies, we will not refund any delivery fee and, if you cannot return the goods to a store, you must pay for us to pick up the goods. If goods are unused but have been unpacked, we may, at our absolute discretion, accept return of the goods in the event of a change of mind provided they are in perfect condition. However, in such cases we will not refund any delivery charge, and if you cannot return the goods to a store, you must pay for us to pick up the goods and we will apply a restocking fee equal to 20% of the original purchase price.
You may not be entitled to any refund or exchange just because any packaging is damaged in transit. The packaging exists to protect the goods themselves.
TERMS OF SALE
The Good Guys Discount Warehouses (Australia) Pty Ltd supplies the products, however product range, product availability, product pricing, bonus and promotional offers, delivery and pick up in store options 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 on The Good Guys eBay store. The Good Guys Concierge 30 Day Price Guarantee does not apply to eBay pricing.
Error on our Site
Site errors will be corrected as soon as possible upon discovery. We reserve the right to revoke any stated offer and to correct any errors, inaccuracies or omissions including after an order has been submitted; whether or not the order has been confirmed and your credit card charged.
New Items
All items sold on The Good Guys on eBay store are brand new and include a manufacturer's warranty where applicable.
Pricing
Prices and availability of products and services are subject to change without notice.
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.
If you have an enquiry about your online order, 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. Introduction
The Good Guys Discount Warehouses (Australia) Pty Ltd, Home Services Network Pty Ltd, and their subsidiaries (The Good Guys) recognise that your personal information is important to you and that you are concerned with its collection, use and disclosure. The Good Guys, like other companies operating in Australia, is bound by the Australian Privacy Principles as set out in the Privacy Act 1988 (Cth) which set clear standards regarding these activities.
This policy contains information about:
when you can deal with The Good Guys anonymously;
the purposes for which The Good Guys collects, holds, uses and discloses personal information;
the types of personal information that The Good Guys collects;
how The Good Guys collects and holds personal information;
how you may access the personal information that The Good Guys holds about you, and how you may seek correction
of that personal information; and
how you may complain about a breach of the Australian Privacy Principles by The Good Guys and how The Good Guys
will deal with such a complaint.
Appendix A to this policy contains further information which The Good Guys is required to disclose under the Privacy Act 1988 (Cth) to individuals who apply in-store for credit from a third party credit provider.
When can you deal with The Good Guys anonymously?
Generally, you have the choice to deal with The Good Guys anonymously (i.e. without identifying yourself). In certain circumstances however, The Good Guys will ask you to provide personal information because it is required by law or The Good Guys policies to do so, or because it would be impracticable to deal with you anonymously. These circumstances include where you order goods online (including when you pick up such goods from one of our stores), where you purchase The Good Guys services, where you join a loyalty or reward program, where you apply to purchase goods on finance, where you return goods for repair, where you purchase goods to be delivered or installed, where you enter one of our competitions, where you want to claim a bonus product offered with your purchase , where you participate in customer research or store feedback, when you submit a request, enquiry, complaint, consumer guarantee or warranty claim, when you pre-order goods or where you agree to The Good Guys collecting information for future purposes such as receipt retention. The Good Guys will also ask you to provide personal information so that it may promote and market its products and services to you; however, you can choose not to do this or if you receive marketing material after providing your details as part of another service, you may opt out of the receiving marketing material at any time.
Why does The Good Guys collect, hold, use and disclose personal information?
The Good Guys collects, holds, uses, and discloses personal information for a number of purposes connected with our business operations, which include:
providing you with products and/or services;
dealing with requests, enquiries, complaints, allegations, consumer guarantee or warranty claims, and other
customer care or brand protection related activities;
marketing our products and services and providing advice on our products;
developing and improving our products and services;
in connection with our loyalty or reward programmes and our competitions;
the operation and administration of accounts or subscriptions that you have with us;
payment processing carrying out certain checks (for example, for our fraud or theft prevention processes, or if you wish to open an account with us, obtain credit from us or collect goods from us);
interacting with companies or organisations with whom The Good Guys has a business relationship (who you work for, or otherwise represent);
reconciling payments due to The Good Guys from suppliers in relation to goods or services provided to you by those suppliers;
interacting with suppliers in relation to products supplied by those suppliers, such as product recalls and updates;
purposes relating to any third-party acquisition or potential acquisition of an interest in The Good Guys or of its assets;
complying with our obligations under agreements with third parties (for example our arrangements with consumer finance providers); and
carrying out any activity in connection with a legal, governmental or regulatory requirement that we have to comply with, or in connection with legal proceedings, crime or fraud prevention, detection or prosecution.
We may also use and disclose your personal information for other purposes, related to those described above, which would be reasonably expected by you.
Documents (including hard copy documents and electronic documents such as emails) which coincidentally contain personal information will also be retained in accordance with The Good Guys normal document retention practices for accounting, legal and business purposes.
Generally, you have no obligation to provide any personal information requested by us. However, if you choose not to do so where we require this information, we may not be able to provide you with the goods and services that you want or deal with a request, inquiry or complaint that you have.
What personal information does The Good Guys collect?
The kinds of personal information we collect or which we may hold about you may include:
your name;
your address;
your date of birth;
your telephone number(s);
your e-mail address;
payment information;
transaction information;
your user name and password;
details about your earnings (if you are buying products using a finance plan);
information contained on identification documents (such as driving licences) and, in some specific cases, copies of such identification documents, where we require these to verify your identity;
information on how you use our products and services;
your Internet Protocol (IP) address, server address, domain name and information on your browsing activity when visiting one of our websites;
your user name for social networking sites that you use, to refer to, or in conjunction with, our goods and services;
personal preferences regarding products and services; and CCTV images of you whilst you are in one of our stores.
How does The Good Guys collect and hold your personal information?
We collect personal information in a number of ways including:
when you order goods or services from us (either online, in-store or over the telephone);
when you collect goods that you have ordered from us;
when you set up an account with us;
when you pay for goods on a trading account by cheque;
when you subscribe to our catalogues or mailing lists;
when you join any of our loyalty or reward programs;
when you enter competitions or promotions that we run;
when you provide us your details for customer care purposes;
when you browse one of our websites (further information is set out later in this Privacy Policy);
when you submit an enquiry using one of our websites;
when you complete surveys or provide online feedback or product reviews;
when you publicly comment about us on social media sites (for example so that we can answer questions about our
products); and
through the closed circuit video cameras located in our stores, when you visit one of our stores.
Generally, The Good Guys will collect your personal information directly from you. However, The Good Guys also holds information, collected incidentally, concerning individuals who work for companies or organisations that have a business relationship with The Good Guys. Additionally, if you apply for a job with The Good Guys, we may collect
personal information about you from any third parties that you nominate as your referees in your application.
The Good Guys holds personal information in a number of ways, including:
as part of customer records and other electronic documents in which personal information is contained which are stored on our information technology systems and servers operated by third parties who provide services to us in connection with our business; and by securely storing hard copy documents in which personal information is contained, at our various premises and/or using third party document management and archiving services.
Marketing
We may use your personal information that we have collected to promote and market products and services to you, including through methods such as email, post, MMS, SMS, social media and via telephone. We will not use your personal information for marketing purposes where you have opted out of receiving such communications.
When we send you marketing communications, we may provide you a particular way to opt-out such as via SMS. Otherwise, you may opt-out of receiving marketing communications by sending a written request to The Privacy Officer, The Good Guys Discount Warehouses (Australia) Pty Ltd, either by email or by pre-paid post to PO Box 5190, South Melbourne,
VIC 3205.
Please note that if your order requires delivery services, you create an online account with us, make a purchase online at thegoodguys.com.au, purchase Home Services, or take part in a promotion or competition your details will be added to our marketing database to receive information relating to The Good Guys and our products. You may also choose to receive such information by subscribing to our marketing database via one of our websites or by agreeing to receive such information when you are in-store. To opt-out of receiving The Good Guys marketing materials from our marketing database, you will need to unsubscribe from our database. To do this, simply select the unsubscribe option in one of the emails that you receive from us or follow the instructions to unsubscribe in an SMS/MMS. Please
note that if you have an account with The Good Guys or have purchased Concierge Gold Services Extras, we may still need to send you essential information about your account or product.
Sharing your personal information
The Good Guys may disclose or receive personal information or documents about you, including to/from:
>organisations that provide services to us in connection with our business, including customer support, payment processing, administration, archival, data storage, hosting, research, mail and delivery, installation, distribution, logistics, marketing, auditing, share registry, consulting, financial, legal and public relations advisory, banking, debt collection, security or technical services and the operation of The Good Guys websites.
In some cases these service providers may collect your personal information on our behalf;
if you return goods to The Good Guys to be repaired, our repairs system administrator, the manufacturer of the goods and authorised repairers;
law enforcement agencies to assist in the prevention, investigation and prosecution of criminal activities;
parties involved in any third-party acquisition or potential acquisition of an interest in The Good Guys or its assets;
our insurers and insurance brokers;
if goods you purchase from The Good Guys are subject to a product recall, the manufacturer or distributor of those goods; and
other third parties where you have specifically consented to the disclosure of information to these third parties.
Additionally, if you return goods to us for repair and those goods contain personal information (for example, on a mobile phone or computer) you consent to The Good Guys disclosing any personal information contained on the goods to the repairer, by way of The Good Guys sending the goods to the repairer.
Disclosure of personal information to overseas recipients
The Good Guys is likely to disclose the personal information that it collects and holds about you to third parties who are not in Australia (such as third parties who are located in the United States of America, Singapore, the United Kingdom, Holland, India and New Zealand). Some of the jurisdictions in which these third parties are located may have less protective privacy and data protections laws than Australia.
Personal information collected on behalf of other parties
The Good Guys may collect information about you on behalf of third parties. For example, information collected for finance providers if you wish to purchase goods on finance.
In these cases the documentation that you sign will set out (expressly or by reference to third party privacy policies) how the personal information that you provide will be used by these third parties, and the privacy policies of the third parties will apply. The Good Guys may also receive personal information about you from these third parties where necessary in connection with the provision of goods or services by The Good Guys.
How we deal with your personal information, if you apply for a job with us?
If you apply for a job with us, you will be required to provide us with certain personal information, including your name, employment and educational background, in relation to your job application.
We will hold, use and disclose that information solely for the purpose of considering your application. In particular, in considering your application, it may be necessary for us to disclose some of that information to third parties to verify the accuracy of that information. We will disclose only such information as is necessary in the circumstances.
In considering your application, we may also collect personal information about you from any third parties that you nominate as your referees in your application.
Security of your personal information
We will take reasonable steps to ensure that the personal information that we hold is stored in a secure environment protected from misuse, interference and loss and from any unauthorised access, modification or disclosure.
How to access, correct and update your personal information?
Upon your request, The Good Guys will provide you with access to your personal information that we hold (except in certain circumstances set out in the Privacy Act 1988 (Cth)). The Good Guys reserves the right to charge you an administration fee of $25 for providing access to your personal information and will, of course, require proof of
your identify before providing information to you.
You may also ask us to correct the personal information that The Good Guys holds about you. If you do so and we are satisfied that, having regard to a purpose for which the information is held, the information is inaccurate, out-of-date, incomplete, irrelevant or misleading, The Good Guys will take such steps as are reasonable in the circumstances to correct your personal information to ensure that, having regarding to the purpose for which it is held, the information is accurate, up-to-date, complete, relevant and not misleading.
To request access to the personal information that The Good Guys holds about you, or to update or correct that personal information, please send a written request to The Privacy Officer, The Good Guys Discount Warehouses (Australia) Pty Ltd, either by email or by pre-paid post to PO Box 5190, South Melbourne, VIC 3205.
In addition:
if you are a subscriber to our marketing database you can also update your details via the unsubscribe option in one of the emails that you receive from us or by following the instructions to unsubscribe in an SMS/MMS;
if you subscribe to one of our services you can also update your details via that service.
How to make a complaint
If you are concerned that the way The Good Guys collects, holds, uses or discloses your personal information may be in breach of the Australian Privacy Principles, please send written details of your complaint to The Privacy Officer, The Good Guys Discount Warehouses (Australia) Pty Ltd, either by email or by pre-paid post to PO Box 5190,
South Melbourne, VIC 3205.
How The Good Guys will handle complaints regarding personal information?
After receiving a complaint, we will consider whether we need any further information from you to properly consider and investigate the complaint and may request such information from you. We will then:
conduct internal discussions with the relevant business units involved in the collection, holding, use or
disclosure of the personal information which is the subject of your complaint, and evaluate whether we believe that such collection, holding, use or disclosure of your personal information was in breach of the Australian Privacy Principles; and notify you of the results of our investigation of your complaint.
If the conclusion of our investigation is that our collection, holding, use or disclosure of your personal information was in breach of the Australian Privacy Principles, we will take steps to remedy the breach as soon as reasonably practicable.
We will endeavour to notify you of the results of our investigation of your complaint within 30 days of receiving your complaint. However, if your complaint involves complex matters or requires extensive investigation and consultation, it may not be possible to respond within this timeframe.
If you are not satisfied with our response to your complaint you are entitled under the Privacy Act 1988 (Cth) to make a complaint to the Office of the Australian Information Commissioner. Information about how to make a complaint is available from the Office of the Australian Information Commissioners website.
Additional information for users of our websites
If you visit The Good Guys website or any other The Good Guys websites (the Websites) to read, browse or download information, our system may record information such as the date and time of your visit to the Website, the pages accessed, and any information downloaded. This information is used (i) for statistical and reporting purposes; (ii) for website administration, security and maintenance purposes; and (iii) to direct you to material on our Websites that we believe will be of interest to you.
Like many websites, our Website may use cookies from time to time. Cookies are small text files that we transfer to your computers hard drive through your web browser to enable our systems to recognise your browser and your log-in status. Cookies may also be used to record non-personal information such as the date, time or duration of your visit, or the pages accessed, for website administration, statistical and maintenance purposes. Any such information will be aggregated and not linked to particular individuals. The default settings of browsers like Internet Explorer usually allow cookies, but users can easily erase cookies from their hard-drive, block all cookies, or receive a warning before a cookie is stored. Please note that some parts of the Website may not function fully for users that disallow cookies.
Our Website also uses tags, which are tiny bits of website code that allow us to measure traffic and visitor behaviour, and to understand the impact of online advertising, use remarketing and audience targeting. These tags do not collect any personally identifiable information.
While we take great care to protect your personal information on our Website and use state-of-the-art data transmission encryption, unfortunately no data transmission over the Internet can be guaranteed to be 100% secure. Accordingly, we cannot ensure or warrant the security of any information that you send to us or receive from us online. This is particularly true for information you send to us via email. We have no way of protecting that information until it reaches us. Once we receive your transmission, we use our best efforts to ensure its security
in our possession.
The Websites may contain links/ plug-ins to other sites. We are not responsible for content of, or the privacy practices or policies of, those sites.
Exemptions
The Good Guys sometimes handles personal information relying on exemptions under the Privacy Act 1988 (Cth), for example in relation to: (i) employee records; (ii) related bodies corporate; (iii) provision of services to State or Territory authorities; and (iv) operations outside Australia relating to personal information of non-Australians.
Any permitted handling of personal information under such exemptions will take priority over this Privacy Policy to the extent of any inconsistency.
Privacy Queries
If you have any queries or concerns, further information can be obtained by contacting our Privacy Officer at The
Good Guys.
The Good Guys Discount Warehouses (Australia) Pty Ltd supplies the products, however product range, product availability, product pricing, bonus and promotional offers, delivery and pick up in store options 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 on The Good Guys eBay store. The Good Guys Concierge 30 Day Price Guarantee does not apply to eBay pricing.
Error on our Site
Site errors will be corrected as soon as possible upon discovery. We reserve the right to revoke any stated offer and to correct any errors, inaccuracies or omissions including after an order has been submitted; whether or not the order has been confirmed and your credit card charged.
New Items
All items sold on The Good Guys on eBay store are brand new and include a manufacturer's warranty where applicable.
Pricing
Prices and availability of products and services are subject to change without notice. I should have received a % discount, why have I been charged the full amount?
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 order details under My eBay Purchase in your eBay account. For further assistance, please 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, we do not have visibility of the discount applied to your order and 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 within 3-5 business days.
How do I Pay for my purchase?
eBay accepts credit, debit, and gift cards, Apple Pay, Google Pay, PayPal & AfterPay.
Are all advertised products on The Good Guys website included in eBay percentage off promotions?
No, not all advertised products on The Good Guys website are included in eBay percentage off promotions. The discount will only apply to the products that are included in the event.
What price do the discounts apply to under the eBay percentage off promotion?
The percentage off discount will be applied to the current listed eBay price. As we negotiate every day so you Pay Less products may have been sold below the current listed eBay prices prior to the start of any promotion.
Why has the product gone up in price?
The Good Guys will not increase the eBay price of any product that is part of the promotion on The Good Guys' eBay store from 7 days before the promotion until it finishes, unless the price increase occurs as result of the end of previously advertised promotional activity in catalogues or supplier-funded promotions.
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. The Good Guys Concierge 30 Day Price Guarantee is available exclusively for Concierge members who purchase Gold Service Extras with their product purchase. Concierge Gold Service Extras is not available for sale on eBay but may be purchased from The Good Guys store who supply your product, prior to your products being dispatched. Simply ask The Good Guys store supplying your product to add Gold Service Extras to your product purchase. For more information about Concierge Gold Service Extras, go to [link removed by eBay] . Our PAY LESS Price Promises are everyday benefits we offer to customers of The Good Guys. These benefits are notgenerally extended to customers of independent online businesses.
Why was there was no tax invoice with my item?
If there wasn't a tax invoice sent with your item, please contact the store who fulfilled your order or send a message through eBay.
Can I contact The Good Guys eBay store if I have an enquiry about my online order?
Yes. Please send an email via My eBay messages. You will usually receive a reply within 24 hours We hope you will love your purchase, however if you need to return it, we have a 60 day return policy.
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