Frequently Asked Questions
I want something to rent for short period of time, say over Christmas, can I?
My rental product has broken down, what do I do?
Just call 1800 880 778 and we will service it or swap it all for FREE within 24 hours of speaking with you†.
I have feedback, how do I tell Mr Rental?
We love to hear from our customers and like to recognise team members for their service. If you have feedback on your experience with one of the Mr Rental stores, please use our "contact us" form on www.mrrental.com.au/contact/contact-us-online or give your local Mr Rental store a call on 1800 880 778.
Alternatively you can also contact our National Support Office:
Address PO Box 281 Lutwyche QLD 4030
I’m short this pay and may have insufficient funds available or need to change my payment day and date.
If there will be insufficient funds available on payment day, call us the day before your direct debit is due to be taken to make alternative payment arrangements. This will save you a dishonour fee from both Mr Rental and your bank. Please see your terms and conditions.
We are flexible so you are able to change payment day or dates that suits your situation. Just call us at least two days prior to any changes to your payment details before your next payment is due.
Can my flatmate take over my rental when I move out?
Yes, we can organise the rental agreement to be transferred to a new flatmate’s name with your help.
Just have them call us two weeks before your ‘transfer date’ so we can get their name and contact details to arrange a new rental agreement to be set up. This subject to an affordability assessment and credit criteria being met.
What is considered a breach or default payment?
You will be in breach and default of your rental agreement if you do not pay all rent on or before the due date that you have agreed to, or if you attempt to sell, hire or dispose of the goods. If you have any concerns about missing a payment, contact us so we can arrange a solution that works for you.
My direct debit is going to fall on a public holiday?
No worries, your direct debit will be taken out on the next banking day. Just ensure there is enough money to cover the direct debit from your nominated account.
What warranty comes with my rental goods?
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund** for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.**Refund does not cover rental monies paid, but relates to the purchase of Goods only.
What happens when the goods have a fault, will you fix it or take it away?
Depending on whether it is a quick fix or not, we may have to take it away, but we’ll leave you with another item right then and there so you won’t have to be without it!
I want to upgrade my goods and maybe rent more items.
Call us about what you need. We can upgrade and add to your rentals anytime. Please refer to your Terms and Conditions^.
Is it going to cost me anything to return my gear?
This will vary depending on which of the Mr Rental agreements you currently hold. Fees may include: a cleaning fee, delivery fee, collection fee and an administration fee. Keep in mind that if there are any damages to the goods that you may be up for the cost of repair or replacement. These are all set out in your Terms and Conditions booklet which you receive with your Application Pack.
I’m moving house, what do I do?
Are my personal details kept private?
Yes. We won’t give your personal details to any company for promotional purposes or publish your personal details, and would never do so without your prior consent.
Do I need to protect my rental items against fire and theft?
What if my circumstances change and I can’t afford it anymore, or I just want to return one of my items?
Just give us a call and we will review your circumstances and see what options may be available.
Can I buy my rental goods?
You don’t have a right or obligation to buy your goods but you can inquire with us any time about buying them. Contact us in store for more details.
What happens to my security bond after my rentals are picked up?
Once we’ve collected your rental products we check:
They are in the same conditions when rented , with reasonable wear and tear that your payments are up to date
We will then refund your deposit into your nominated bank account. The process normally takes just 5 working days.
I need to change my bank account or Centrepay details.
As soon as you have set up your new account call us on 1800 880 778 and we will send you a new direct debit or Centrepay form to sign and return this to us before your next payment is due.
Do I need to clean the goods before they are picked up?
We do like all rentals to be clean and we understand you will have been using them up to the last minute so they may not be spotless, and that’s ok. Just be aware that cleaning fees may apply. Please read your Terms & Conditions for full details.