Website Terms of Sale

Website Terms of Sale

TERMS AND CONDITIONS FOR GOODS SOLD BY TGG DISCOUNT WAREHOUSES (AUSTRALIA) PTY LTD FROM THEGOODGUYS.COM.AU

These Terms and Conditions constitute a legally binding contract between the customer (“you”) and The Good Guys Group Discount Warehouses (Australia) Pty Ltd (ABN 48 004 880 657) (“TGG/we/us”) and apply to the ordering, purchase, fulfilment and delivery of goods (“Goods”) from wwww.thegoodguys.com.au. By placing an order for Goods from TGG you agree to these Terms and Conditions.

Please read the following Terms and Conditions carefully before placing your order. The Terms and Conditions contain important information about the ordering, processing, fulfilment and delivery of Goods.

1. DEFINITIONS

In these Terms and Conditions:

“Account” means a personal account created by you on the Website;

“Additional Delivery Charge” has the meaning given in Section 4.4;

“Bonus Offer” has the meaning given in Section 16.1;

“Delivery Charge” has the meaning given in Section 4.3;

“Delivery Options” means the delivery options available for an Order which are listed on the Website, as updated from time to time. The Delivery Options available for an Order will vary depending on factors such as the nature of the Goods you are purchasing and your Premises. Delivery Charges and estimated delivery times may vary for each Delivery Option;

“Distribution Centre” means a TGG distribution centre open to the public for pre-arranged pre-paid order collections;

“Gift Card” has the meaning given in Section 17.1;

“Home Delivery” means a Delivery Option where the Goods to be delivered are “big and bulky” goods;

“On Demand Delivery” means a Delivery Option where the Order is delivered to you on the same day as you place the Order, or within a selected time period;

“Order” means an order for Goods, placed on the Website;

“Parcel Delivery” means a Delivery Option where the Order is delivered to you by our courier but is not a Home Delivery or On Demand Delivery;

“Password” means the password needed to access your Account;

“Pay Deposit” has the meaning given in Section 7.10;

“Premises” means the premises specified by you for delivery;

“Restricted Goods” means Goods which are only intended to be viewed, played, listened to or otherwise utilised by a person of at least a certain age;

“Selected Delivery Option” has the meaning given in Section 10.1; and

“Website” means www.thegoodguys.com.au.

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2. YOUR LEGAL RIGHTS UNDER THE CONSUMER GUARANTEES PROVIDED BY THE AUSTRALIAN CONSUMER LAW

2.1. Nothing contained in these Terms and Conditions shall be read or applied so as to exclude, restrict or modify or have the effect of excluding, restricting or modifying any condition, warranty, guarantee, right or remedy or other obligation implied by the Australian Consumer Law which cannot by law be excluded, restricted or modified.

2.2. Our goods and services come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

2.3. You may recover damages from TGG for any reasonably foreseeable loss or damage that you suffer because of any failure of a service or goods to comply with these guarantees, and:

1. (a) if the failure to comply with these guarantees for goods is a major failure or cannot be remedied, you are entitled to a replacement or refund. If a failure to comply with these guarantees for goods does not amount to a major failure you are entitled to request TGG remedy the failure within a reasonable time and if TGG fails to do so (by repairing the goods, replacing the goods or providing you with a refund):

   1. (i) you may recover all reasonable costs you incur in having the failure remedied;

   2. (ii) you may (in certain circumstances) be entitled to reject the goods and claim a replacement or refund from JB Hi-Fi; or

2. (b) if the failure to comply with these guarantees for a service is a major failure or cannot be remedied, you may terminate the agreement between you and TGG for the supply of the service or recover from TGG compensation for any reduction in the value of the service below the price paid or payable by you for the service. If a failure to comply with these guarantees for a service can be remedied and is not a major failure, you may request TGG to remedy the failure within a reasonable time, and if it cannot be so remedied you may recover from TGG all reasonable costs that you incur in having the failure remedied, or terminate your agreement with TGG for the provision of the service.

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3. INFORMATION ABOUT TGG’S LIABILITY TO YOU

3.1. Except to the extent caused by TGG’s negligence or breach of these Terms and Conditions, or as otherwise required by law, TGG shall not be liable to you for any loss to you to the extent it is caused by: (i) your Account information being incomplete or inaccurate; (ii) any unauthorised use of your Password or Account which takes place before you notify TGG; (iii) the Order information you submit being incomplete or inaccurate; (iv) being unable to change or cancel your Order once it has been accepted by TGG; (v) your Order not being received, being lost, misdirected or delayed as a result of the facility to place Orders being unavailable due to issues with the Website beyond the reasonable control of TGG; (vi) cancellation of your Order by you or someone else using your Account; (vii) delay in delivery of the Goods to you or delay in the availability of Goods for pick up in-store beyond the reasonable control of TGG; (viii) any delay in you receiving any refund due to you beyond the reasonable control of TGG (ix) any late, lost or misdirected deliveries of Goods beyond the reasonable control of TGG; (x) TGG leaving the Goods in accordance with any “authority to leave” given by you, (xi) any breach of these Terms and Conditions by you; or (xii) any other loss to the extent resulting from something outside of our reasonable control and within your reasonable control.

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4. PRICING & TAXES

4.1. Prices for Goods are as shown on the Website.

4.2. TGG reserves the right to change the prices of Goods at any time without notice to you. The price displayed at the time that you place your Order will continue to apply to you even if the price changes before your Order is accepted by TGG.

4.3. In addition to the price for the Goods, you will also need to pay the listed delivery charge (if any) (“Delivery Charge”) for your Selected Delivery Option. Any Delivery Charge will appear in your shopping cart.

4.4 In addition to the price for the Goods and the Delivery Charge (if any) you may also need to pay any additional delivery charges which are not shown in your shopping cart but which we incur because you live in an area where light aircraft or barge transport is required, or to which our national courier company does not provide a door-to-door service (“Additional Delivery Charge”). These include, without limitation, Christmas Island, Norfolk Island, Roma and Nhulunbuy. Such charges may apply even where the item is shown on the Website as having “free delivery”, “free freight” or something similar. If you live in an area to which an Additional Delivery Charge will apply TGG will contact you before accepting your Order and provide you with a quote for the Additional Delivery Charge. If, within the timescale specified, you do not agree to accept the Additional Delivery Charge, TGG will cancel your Order. TGG will not take payment for your Order until you have confirmed your acceptance of the Additional Delivery Charge.

4.5. By placing an Order, you agree to pay the price for the Goods and any Delivery Charge.

4.6. All prices and Delivery Charges quoted are in Australian dollars and are inclusive of GST.

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5. YOUR ACCOUNT

5.1. You can check-out as a guest on the Website when you purchase Goods. If you wish to create an Account, additional functionality on the Website may be available to you, for example, order history, order status, address book and receipt of additional marketing communications.

5.2. Please note that when you check out as a guest on the Website or when you create an Account, you agree to subscribe to our marketing communications.  You can unsubscribe at any time by selecting the “unsubscribe” option in the relevant communication, for example, clicking on the unsubscribe link in the email you receive or texting the stated response word e.g. “STOP” or “UNSUB” or “REMOVE” to the mobile number in the SMS you receive.

5.3. You may not set up an Account for someone else.

5.4 Please ensure that you enter all information carefully when creating an Account. You warrant to TGG that all information provided by you in relation to your Account is complete, true and accurate.

5.5. You must notify TGG immediately if you become aware of any actual or potential unauthorised use of your Password or Account.

5.6. TGG may, in its sole discretion, terminate or suspend your Account if TGG believes, acting reasonably and in good faith, that this is necessary to protect you or TGG from fraud or other unlawful or unauthorised use.

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6. ORDERS

6.1. You can place an Order by following the instructions on the Website.

6.2. An Order submitted by you is an offer by you to purchase the Goods for the price plus the Delivery Charge as shown at the time of submission of your Order. TGG may accept or reject your offer in its absolute discretion. In particular, but without limitation, TGG may reject Orders for commercial quantities of Goods.

6.3. Each Order that you place will, if accepted by TGG, be a separate and binding agreement between you and TGG with respect to the supply of the relevant Goods, in accordance with these Terms and Conditions.

6.4. If you place an Order for someone else to receive the Goods you must obtain their consent before providing TGG with their personal information and, by placing an Order, you confirm to TGG that you have done this.

6.5. Sale of Restricted Goods is subject to various Commonwealth, State and Territory laws. By placing an Order for any Restricted Goods you warrant to TGG that you are:
(a) 18 years of age or older, where you Order products that are classified R18+;
(b) 15 years of age or older, where you Order products that are classified MA15+.

6.6. When placing an Order for Restricted Goods you warrant that you are not obtaining the Restricted Goods on behalf of a person that is not eligible to purchase the Restricted Goods themselves.

6.7. Please ensure that you enter all information carefully when placing an Order. You warrant to TGG that all information provided by you in relation to each Order is complete, true and accurate.

6.8. Please check your Order and Selected Delivery Option carefully (including the quantities ordered) before submitting it as Orders may not be able to be changed or cancelled once the Order has been accepted by TGG. TGG will use reasonable endeavours to cancel or change the Order if it has not already been shipped but makes no representation that it will be able to do this.

6.9. Where you place separate Orders the Goods will be delivered separately and a separate Delivery Charge will apply to each Order. TGG cannot consolidate separate Orders into one delivery.

6.10. Where you order more than one item in one Order, all Goods for which your Order is accepted at the same time will be dispatched together where practicable. However, in some cases Goods may be dispatched separately, for example: where the goods are being dispatched from different locations; where the Goods are of different types; or where the Goods have different availability statuses. Please note that a Delivery Charge is calculated based on several factors including the Good’s weight, dimensions, packaging, the number of delivery shipments required and the Selected Delivery Option.

6.11. The internet can be an unstable and sometimes insecure marketplace. At times the facility to place Orders may not be available, your Order might not be received, your Order may be lost or misdirected, or your Order might be delayed due to issues with the Website beyond the reasonable control of TGG.

6.12. You must take your own precautions to ensure that the process which you employ for accessing the Website does not expose you to risk of viruses, malicious computer code or other forms of interference which may damage your computer system, and contains appropriate protection to prevent damage to your computer system caused by viruses, malicious computer code or other forms of interference.

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7. AFTER YOU HAVE SUBMITTED AN ORDER / PAYMENT

7.1. When you submit an Order you will receive an Order reference number via e-mail.

7.2. TGG will process payment for your Order when you place your Order. Your Order is deemed to be accepted by TGG when TGG does this, however TGG may, in certain circumstances, cancel your Order after acceptance as set out in these Terms & Conditions. In the event that TGG cancels your Order having already processed payment, it will refund payment in accordance with Section 13.1.

7.3. When TGG accepts an Order it represents an agreement by TGG to supply the Goods to you in accordance with your Order subject to receiving payment from you and subject to these Terms and Conditions.

7.4. You may pay for Goods using the following payment methods: credit card, (Visa, MasterCard or American Express), PayPal, Gift Card, TGG store credit, TGG 90 Day StoreCash or an interest free plan available on the Website. You may use a combination of these payment types to pay for your order, but you are limited to using one credit card and/or two TGG issued tender types (e.g. Gift Card or TGG store credit). Where the amount you are paying for Goods is not less than $20 and not more than $1,000 (excluding Delivery Charges), you may also pay for those Goods using one of the following other payment methods: Afterpay (subject to Afterpay’s Terms of Service), ZipPay (subject to the ZipPay Terms & Conditions), or Latitude Gem Visa (subject to Latitude Gem Visa terms and conditions), however you may not use these payment methods to pay for Gift Cards, any other third party gift cards/vouchers or any agency brand products.

7.5. You must not pay, or attempt to pay, for Goods through any fraudulent or unlawful means. If the name on the credit card/payment card/account does not match the name on the Order, TGG may refuse to accept the Order or ask you to provide additional information (for example, proof of identity documents) in accordance with its fraud detection processes. By providing your credit card/payment card/Gift Card or selecting one of the other available payment methods you authorise TGG to deduct the price and the applicable Delivery Charge(s) from such cards or payment methods.

7.6. TGG reserves the right to change the payment methods that can be used for Orders at any time in its absolute discretion.

7.7. TGG may not be able to, or may decline to, accept payment from you by your nominated payment method:

(a) where our fraud detection systems detect possible irregularities;
(b) because your financial institution or other payment provider has declined payment;
(c) because your payment card has expired;
(d) where technical difficulties impact our ability to process payment; or
(e) in any other situation if TGG believes, acting reasonably and in good faith, that this is necessary to protect you or TGG from fraud or loss..

Where this is the case, TGG reserves the right to cancel your Order and/or place your Order on hold and request you to provide additional information (for example, proof of identity documents) or arrange payment by another method.

7.8 When you submit an Order, TGG may complete a pre-authorisation of the full value of the Order. A pre-authorisation is a practice of validating electronic transactions by holding the value of the Order unavailable until either the merchant charges the account or the transaction is cancelled. If an Order is cancelled (for example, because our fraud detection system has detected a possible irregularity), any pre-authorisation may still appear in your account as a pending transaction for a period of time, which will vary depending on your financial institution (e.g. 7 to 30 days). After such time, the funds will become available again for you to use.

7.9. Goods that you have ordered will not be dispatched to you until your payment for the Goods has cleared. If your payment cannot be processed, your Order will be rejected and TGG will notify you by email.

7.10. For “pick up” Orders, you can pay a 20% deposit using credit card only (“Pay Deposit”). Pay Deposit is available for Goods when your shopping cart is equal to, or greater than, $50. You must select “pick up” (if available) as your fulfilment option in order for Pay Deposit to be available. TGG reserves the right to change the terms and conditions for Pay Deposit at any time in its absolute discretion.

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8. CANCELLATION OF ORDERS

8.1. TGG reserves the right to cancel, at any time before delivery an Order that it has previously accepted where:

(a) TGG, acting in good faith, is unable to obtain sufficient quantities of stock to fulfil your Order within a reasonable time;
(b) an event beyond TGG’s control, such as storm, fire, flood, earthquake, terrorism, power failure, war, strike, pandemic, governmental action or failure  or problems with the internet or third party computer systems, means that TGG is unable to supply the Goods within a reasonable time;
(c) Goods or services ordered were subject to an accidental error on the Website, for example, in relation to a description, price, reward or image;
(d) you ask TGG to cancel your Order in accordance witsection 6.8; or
(e) in the circumstances set out in Section 7.7.

8.2. You may cancel your Order where TGG:

(a) has breached a material term of this Agreement; or
(b) is not able to deliver your Order within a reasonable time of the estimated delivery time listed on the Website for the applicable Selected Delivery Option, other than a result of any delay for which you are wholly or partly responsible such as a failure to provide the correct Premises or to pay for the Goods.

8.3. Where TGG cancels your Order after acceptance it will send you an e-mail notifying you of cancellation.

8.4. In the event of TGG or you cancelling your Order after payment has been processed, TGG will refund any money paid in respect of that Order. Section 13 of these Terms and Conditions sets out further information about refunds.

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9. AVAILABILITY OF GOODS

9.1. As TGG is dependent upon its suppliers to provide stock, TGG cannot guarantee availability of Goods at all times. You acknowledge and agree that, from time to time, certain Goods may be out of stock or unavailable. TGG reserves the right to withdraw or suspend from sale any Goods displayed on the Website, either temporarily or permanently, at any time without notice to you. After you place an Order, if there are any changes in available stock and TGG is unable to fulfil your Order, you will be notified as soon as possible

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10. DELIVERY

10.1. When you place an Order for Goods to be delivered, you will be required to select one of the available Delivery Options for your Order (“Selected Delivery Option”). An estimated delivery time will be listed for your Selected Delivery Option. TGG will use reasonable endeavours to deliver the Goods in your Order by the estimated delivery time for the Selected Delivery Option. If certain Goods in your Order are out of stock, the Selected Delivery Option will list different estimated delivery times for those out of stock Goods. Please note that the estimated delivery time for your Selected Delivery Option is an approximate delivery time only and is not a guaranteed delivery time for your Order.

10.2. Risk and title in Goods passes to you on the date and time of delivery of the Goods to the Premises provided in your Order.

10.3. Goods will only be delivered to addresses within Australia. TGG is unable to deliver to certain parts of Australia and where this is the case you will not be able to process your Order through the website. Goods will not be delivered to a PO Box.

10.4. Delivery of Goods (in particular large Goods such as televisions, large kitchen appliances, laundry appliances and air conditioners) to parts of Australia such as the Northern Territory, Western Australia, Tasmania, remote/isolated areas and island communities may have extended delivery times and are subject to local transport schedules. Goods may also have to be collected from the closest local barge or freight company, in which case you will be responsible for arranging final delivery (including any additional cost for such final delivery) with the barge or freight company to your nominated address. If additional charges from a third party apply to your Order, TGG will contact you prior to delivery to advise such charges.

10.5. Following dispatch of your Goods, TGG will email you with confirmation of dispatch and an invoice for your Order.

10.6. Installation of the Goods is not included as part of the Delivery Charge. Please click here for more information on installation services.

10.7. If you request multiple delivery dates for an Order, TGG may charge separate Delivery Charges for each delivery.

Parcel Delivery

10.8 On delivery you may be required to sign a proof of delivery document. If you are not available to take delivery, we will, at our discretion, either:

(i) take your Goods to our delivery service provider’s local depots;

(ii) ask you if you are willing to give us “authority to leave” the Goods at a place that you believe is safe at, or outside, the delivery address;

(iii)  take your Goods to a TGG nominated alternate delivery point that is close to your delivery address (e.g. pharmacy, petrol station, post office or newsagent); or

(iv) re-deliver your Goods to your delivery address at a later date.

10.9 You will receive a text message and/or a calling card at your delivery address containing details of the local depot, alternate delivery point or contact details for you to arrange for re-delivery of your Goods. Please note that if you do not pick up your Goods from the nominated alternate delivery point within the period specified in the text message and/or calling card, your Goods will be taken to one of our delivery service provider’s local depots for you to pick up at your convenience. If you provide “authority to leave”, we will leave the Goods at the agreed place. Risk and title in Goods passes to you at this time and you will bear the risk of any loss or theft of the Goods.

10.10 If you require Goods that you have ordered to be re-directed to an address which is not the original Order address, and such Goods have already been dispatched, TGG will use reasonable endeavours to re-direct the Goods to your requested address and may charge you a reasonable fee for doing this.

On Demand Delivery

10.11 When you request On Demand Delivery you may be required to confirm if you will be at home at the time of the delivery or otherwise provide us with “authority to leave” and we will leave the Goods in the agreed place. Unless you have provided us with such “authority to leave”, on delivery you may be required to sign a proof of delivery document or provide a PIN sent to you in the confirmation SMS or email for your Order, or at the time you place your Order. If you have not provided us with “authority to leave” and you are not available to take delivery, your Goods will be returned to the store and we will contact you to arrange for collection by you or re-delivery. If you provide us with “authority to leave”, delivery will be deemed to have occurred when we leave the Goods in the agreed place (and in accordance with section 10.2). If you provide us with “authority to leave” risk and title in Goods passes to you at this time and you will bear the risk of any loss or theft of the Goods.

10.12. If you want to change the delivery date TGG require a minimum of 24 hours’ notice prior to delivery.

 

Door to Door Delivery

10.13 Door to Door delivery is TGG’s standard delivery service where your Goods will be delivered to your Premises. Door to Door delivery is available to most locations in Australia and Tasmania.

10.14 On the Website, the postcode search bar on the delivery page, product page or in the shopping cart will confirm the cost of Door to Door delivery to your area based on the Goods, your postcode and the delivery zone that it falls in.

10.15 In addition to these Terms and Conditions, if your Goods are being delivered, TGG’s Home Delivery Terms of Sale will apply. For TGG’s Home Delivery Terms of Sale please visit our Home Delivery Terms and Conditions. If there is any inconsistency between these Terms and Conditions and TGG’s Home Delivery Terms of Sale, these Terms and Conditions will prevail to the extent of any inconsistency.

Premium Delivery

10.16 Premium delivery is TGG’s upgraded delivery service. TGG will deliver your Goods, unbox the Goods, remove any packaging, as well as take away any old product.

10.17 Premium delivery is available on all whitegoods, kitchen appliances, laundry appliances, air conditioners, desktop computers and selected small household appliances.

10.18 The postcode search bar on the delivery page, product page or in the shopping cart on the Website will confirm if Premium Delivery can be provided to your area for the particular Goods. The cost of Premium Delivery is based on the Goods, your postcode and the delivery zone that it falls in. Standard charges apply for single storey dwelling. Additional charges may apply for dwellings with stairs.

10.19 In addition to these Terms and Conditions, if your Goods are being delivered, TGG’s Home Delivery Terms of Sale will apply. For TGG’s Home Delivery Terms of Sale please visit our Home Delivery Terms and Conditions. If there is any inconsistency between these Terms and Conditions and TGG’s Home Delivery Terms of Sale, these Terms and Conditions will prevail to the extent of any inconsistency.

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11. CLICK & COLLECT

11.1. Many Goods can be picked up from a TGG store, or where the Goods are “big and bulky”, from a Distribution Centre, rather than being delivered to you. Where you wish to do this you will need to select this option when you place your Order. Please note that some Goods are not available for pick up from store or a Distribution Centre.

11.2. Only the person named on the Order confirmation may pick up the Goods in-store or from a Distribution Centre, unless “Friend pick-up” (where you nominate another person to pick up your Goods) was selected when the Order was placed.

11.3. If you choose to pick up your Order in store, once TGG has confirmed that the Order is available for pick up, you may pick up the Order:

• during the business hours of your nominated collection store; or
• the next business day if your Order is confirmed less than 1 hour before the close of trading hours for the nominated store.

11.4 If you choose to pick up your Goods from a Distribution Centre, your Order should be available for pick up from the Distribution Centre at any time after you place your Order during the Distribution Centre’s opening hours. Collection of your Order may take up to twenty minutes at busy times..

11.5. When picking up Goods in store or at a Distribution Centre:

(a) you must provide photo identification (current drivers licence, passport, or any government issued photo ID card) to store staff to verify that you are the purchaser. If requested, you must allow TGG to take a copy of this identification for fraud prevention purposes. The copy will not be used by TGG for any other purpose;
(b) TGG staff will also check your signature against the signature on any credit/debit/payment card used to purchase the Goods. You must therefore ensure that you bring this card when picking up the Goods;
(c) if you paid using PayPal, you will also need your PayPal Transaction ID;
(d) you will also need to bring the email that TGG has sent to you confirming that the Goods are available for pick-up; and
(e) TGG staff have the right to refuse collection of Goods if you cannot or will not satisfy the requirements set out above. In this event TGG will contact the person who placed the Order using the contact details provided.

11.6. In respect of the estimated time for collection, references to “same day” or “next day” on the Website exclude public holidays where TGG does not trade in the State or Territory of your nominated collection store.

11.7. TGG reserves the right to allocate Goods that are not collected within 28 days of the date of your Order to another customer order and to reorder the Goods for you.

11.8. If you fail to collect the Goods within 28 days of the date of your Order, at TGG’s discretion, TGG may agree to hold the Goods for a longer period subject to a daily storage fee.

11.9 When picking up “big and bulky” Goods at a Distribution Centre or in-store:

• you must ensure your vehicle is appropriate for transporting your Goods. The law requires that the Goods are adequately restrained so you should bring appropriate restraints to safely secure your load;
• your Order confirmation must be presented for collection, and you will be asked to sign that you have received your Goods in good condition;
• manufacturers usually recommend that TVs & whitegoods are transported upright to avoid damage. TGG accepts no responsibility for any loss, damage or liability suffered by you due to the way in which the Goods are loaded or transported by you. TGG team members will help to load Goods into your vehicle (but not onto the roof or roof racks) if requested and they believe it is safe to do so, and may provide suggestions to you as to ways to transport your Goods in order to avoid damage. However, you are entirely responsible for ensuring that the Goods are loaded and transported in accordance with relevant road traffic/safety laws and in a way which does not result in damage to the Goods;
• TGG does not provide forklifts when loading and will not assist with roof top loading;
• if you have any concerns about picking-up your Goods, please call your store to arrange delivery.

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12. DELAY IN AVAILABILITY OR DELIVERY OF GOODS

12.1. You agree and acknowledge that:

(a) TGG does not guarantee the dispatch or delivery or availability of Goods within the estimated delivery times listed for the Delivery Options or the Selected Delivery Option for your Order or any other timeframes otherwise specified by TGG or any of its staff;
(b) stock availability and events outside TGG’s control may cause delays, or in some circumstances, prevent your Goods from being delivered or available for pick-up in store or at a Distribution Centre;
(c) delays are particularly likely to occur during busy sale periods such as those around Black Friday, Christmas, Easter and public holidays.

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13. REFUNDS OF YOUR MONEY

13.1. Where TGG is obliged to refund your payment pursuant to these Terms and Conditions, TGG aims to initiate your refund to your original payment method within 2 business days (Monday – Friday 9am to 5pm Melbourne time). The additional time that it takes for you to actually receive your refund will depend upon how quickly your financial institution or other payment provider processes the refund. Please note that where Goods have been purchased using a Gift Card, the applicable refund will be processed as a new eGift Card and issued to the email address used on the web order. Please note that if TGG is obliged to provide you a partial refund of your payment for specific Goods in your Order, TGG will only refund the component of the Delivery Charge relating to the Goods which are subject to the refund.

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14. RETURNS/FAULTY OR DAMAGED GOODS

14.1. You should check your Goods as soon as they are delivered to you in order to ensure that:
(i) they are what you ordered; and
(ii) they are not damaged or faulty.

If this is not the case, you should contact TGG as soon as possible.

14.2. When returning Goods:

(a) please provide TGG 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 TGG.

Customers are also encouraged to use the original packaging where possible in order to avoid damage in transit.

14.3. If the Goods are faulty or you wish to return unused and unopened Goods because you have changed your mind please visit: https://www.thegoodguys.com.au/product-faults-and-consumer-guarantees 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.

14.4. 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.

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15. GOLD SERVICE EXTRAS

15.1. For Gold Service Extras Terms & Conditions, please click here.

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16. BONUS OFFERS

16.1. For Bonus Offers Terms & Conditions, please click here.

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17. GIFT CARDS

17.1. Gift Cards purchased online will be delivered to your nominated address and are not available to be picked up in-store. There is no delivery fee for Gift Cards purchased online.

17.2. The Website will only allow up to two Gift Cards to be redeemed per order.

17.3. For Gift Cards Terms & Conditions, please click here.

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18. HOME INSTALLATION

18.1. For Home Installation Terms & Conditions, please here.

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19. TECH SUPPORT

19.1. For Tech Support Terms & Conditions, please click here.

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20. REPAIRS & MAINTENANCE

20.1. For Repairs & Maintenance Terms & Conditions, please click here.

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21. PRIVACY AND MARKETING

21.1. TGG’s policy on the collection, use and disclosure of customers’ personal information is set out in its Privacy Policy, which forms part of these Terms and Conditions. You should read this policy before providing any personal information to TGG. By providing the personal information requested, you agree to this policy.

21.2  Please note that when you make an online purchase on the Website or when you create an Account, you agree to subscribe to our marketing communications.  You can unsubscribe at any time by selecting the “unsubscribe” option in the relevant communication, for example, clicking on the unsubscribe link in the email you receive or texting the stated response word e.g. “STOP” or “UNSUB” or “REMOVE” to the mobile number in the SMS you receive.  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 to privacy@thegoodguys.com.au or by pre-paid post to PO Box 5190, South Melbourne  VIC  3006.

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22. ADDITIONAL TERMS AND CONDITIONS

22.1. Your use of the Website is governed by the Website Terms of Use.

22.2. TGG reserves the right to require proof of age before a knife can be purchased. It is an offence to sell a knife to a person under the age of 18 years in VIC, WA & NT and under the age of 16 in SA, NSW & ACT.

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23. COMMISSIONS PAID FOR SALES AND LEAD GENERATIONS

From time to time TGG may pay third parties and affiliate partners commissions for referrals leading to sales and/or lead generation. TGG currently pay commissions to a number of third parties and affiliate partners, please see the attached list for their details.

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24. AGENCY PRODUCTS

TGG act as an agent on behalf of the manufacturer/suppliers listed below. Agency products are shipped directly from the manufacturer/supplier to the customer. When you purchase an agency product you are subject to their terms and conditions of sale below. From time to time, TGG receives commissions acting as an agent on behalf of the manufacturer/supplier, please see the attached list for details.

Loewe’s Terms and Conditions of Sale: Click here.

SMEG’s Terms and Conditions of Sale: Click here.

Miele’s Terms and Conditions of Sale: Click here.

Asko’s Terms and Conditions of Sale: Click here

Kinsman’s Terms and Conditions of Sale: Click here

Fisher & Paykel’s Terms and Conditions of Sale: Click here

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25. GENERAL

25.1. TGG reserves the right to amend these Terms and Conditions at any time. Any amendment will take effect from the time that it appears on the Website. The Terms and Conditions which apply at the time that you place your Order are the Terms and Conditions which will apply to your Order.

25.2. Any provision in this agreement which is invalid or unenforceable in any jurisdiction is to be read down for the purpose of that jurisdiction, if possible, so as to be valid and enforceable, and otherwise shall be severed to the extent of the invalidity or unenforceability, without affecting the remaining provisions of this agreement or affecting the validity or enforceability of that provision in any other jurisdiction.

25.3. These Terms and Conditions are governed by the laws of Victoria, Australia.

UPDATED JULY 2024