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FAQ

1. General FAQ

Why Rent instead of buy?
The benefits of renting with Direct Appliance Rentals are:
1. Great range of great brands and products
2. Get free delivery and installation on minimum terms
3. No deposit & bad credit ok
4. Low fixed payments
Is renting better than buying? Isn’t it more expensive?
There are many benefits to renting, it allows you to get your item straight away for a low weekly payment. At the end of the term you may be able to make us an offer to purchase the product from as little as $1.

It is always going to be more expensive to rent than to buy outright from a retailer – if you can afford to buy the item outright this is the best option.

Why should I choose Direct Appliance Rentals?
Our friendly team are passionate about providing the highest quality customer service to our customers. We love to help our customers and make friends while doing so! We are an Australian owned company passionate about helping Aussies from all walks of life.
Are there any upfront costs?
There are no upfront costs to rent an item from Direct Appliance Rentals, if you are a new customer you may need to make your first payment before we can ship the product to you.
What rental periods are available?
We offer 12 & 24 month rental terms with the possible option to buy the item for as little as $1 at the end of this time.
What happens if I move or change my personal details?
Contact us to advise us of your new address or personal details.
How do I open the PDF file you sent me?
To open a PDF file, you’ll need Adobe Reader. You can download it free by clicking the link below.
Click to Get Adobe Reader Here
Are all the rental items new?
All of our products are brand new! This will be clearly listed on your contract with Direct Appliance Rentals. If the item you are applying for is not brand new we will always let you know!
What are the brands of the products I can rent?
The brands of products include LG, Toshiba, NEC, Samsung, Panasonic, Sony, Simpson, Mitsubishi and Westinghouse, Kelvinator, Fisher & Paykel, Whirlpool, Technika and Haier etc.
Can I rent something not on the website?
Yes! If you would like to rent something not listed on our website, you can simply send us a screenshot or quote showing the item and the store it is from. We can then let you know the weekly payment amount 😊 If you want to apply for something not on the website and email us the details of the product you are after.

2. Application Process FAQ

Eligibility

Who can apply to rent goods from Direct Appliance Rentals?
Anyone can apply with Direct Appliance Rentals as long as you reside in Australia.
Can I rent if I don't have a job?
Yes! We can rent to anyone, even if you are currently receiving Govt benefits.
Can I apply if I am receiving a Centrelink benefit?
Yes! Many of our customers receive a Centrelink Benefit, we offer payment options through Centrepay.
What Centrelink benefits do you accept?
We accept people on all types of Centrelink Benefits – including Disability Support, Family Tax, Single Parent and Partner Parent, Newstart, Carers pension, and so on.
I do not have a perfect credit history, can I still rent?
Yes! Head office does sometimes do credit checks, but the most important thing is to be upfront about any defaults as we have lots of clients who have defaults and even bankruptcies. Head Office are usually very understanding, and they look at the whole picture.

I live in share accommodation – who is responsible for the rental items?
You are responsible for taking care of your rental items at all times.
I don’t have any bills in my name – what can I send you?
No problems! You could send us a copy of your Centrelink Income Statement, Drivers Licence or Photo ID, or even a bill in the householders name.
Can I have my item sent to a different address?
Sure 😊  We may just need a document to confirm this address to make sure we get it delivered to the right place. You can let your friendly customer service rep know this or give us a call on 1300 339 415, send us a contact form by clicking Contact Form or send us a message on Facebook click here for our FB page and one of our friendly team can help!

How to apply

Can I apply online?
Yes- we have a quick and easy online application process! You can even submit your bank statements and Centrelink Income Statements online! You can apply easily by  clinking here.
Is it safe to enter my personal details online?
We take all necessary precautions to keep your information safe. DAR takes your privacy seriously and adheres to the Privacy Act 1988.
How do I apply if I can’t do it online?
We can have one of our helpful representatives come out to visit you or we can post you an application form. Simply give us a call on 1300 339 415, send us a contact form by clicking Contact Form or send us a message on Facebook click here for our FB page and one of our friendly team can give you a call.
What is the difference between rent-to-own and RentPlus?
Instead of a complicated rent-to-own or rent-to-buy program where there could be a big buyout figure at the end of the term, we have a very special RentPlus program!

You will not own the product at the end of the lease, however you can own it by buying it off us. You may be able to make us an offer to purchase the product from as little as $1.

An end of lease statement will be sent to you no later than 90 days from the end of the agreement where we can negotiate what will happen with the product. It’s that simple! No catches!

How long does it take to apply to rent?
Once we have received your application form and documents, approval normally takes around 4 hours.

How many items can I apply for at a time?
You can apply for as many items that you like however Head Office may not be able to approve you for everything at the start. We will do our best to approve you for as much as we can within responsible lending guidelines.
What if I need help with the application?
We are always happy to help! You can call us on 1300 339 415, send us a contact form by clicking Contact Form or send us a message on Facebook click here for our FB page and one of our friendly team can give you a call.
What happens after I’m approved?
So your application has been approved YAY! Our friendly team will call you then send you some documents for signing. As soon as you get these signed, we can set up payments for you and get your item ordered and on it’s way.

Financial situation assessment

Do you do credit checks?
Head office sometimes does credit checks, but the most important thing is to be upfront about any defaults as we have lots of clients who have defaults and even bankruptcies. Head Office are usually very understanding, and they look at the whole picture.
What do I need to be approved?
We just need a few documents from you so we can process your application! A copy of your recent Bank Statements (you can submit these online) and 2 documents with your name and address, (you can submit your Centrelink Income Statement online) or take a picture of a Bill, Drivers Licence, Tenancy, etc.
What information do I need when applying?
You will need:
1. Photo identification (a drivers licence, passport or 18+ card)
2. Residential, Landlord or Real Estate Agent details
3. Your Income details or government benefit information.
4. Last 3 months bank statement
5. 2 recent bills (Phone, Electricity, Gas)

You will also need the details of three personal references, with their names, addresses and phone numbers.

Why do you require references?
As part of the application process, we require three personal references in order to verify the details you have given us.
How do I verify my income and expenses?
We will ask you for some documents so we can process your application. Your bank statement, Centrelink Income Statement and Payslip can help us confirm this 😊
Why do you need me to provide a bank statement and how do I do that?
We need a copy of your bank statement so that we can confirm the details you supply us on your application form. We have to follow responsible lending guidelines to approve you for your item.

You can easily submit your bank statement online (we will email you a link and direct you to this when you submit your applications) OR you can simply email us your most recent statement.

Why was my application denied?
Most importantly we need to make sure that renting an item is affordable for you, we have to do this within the guidelines of Australian Legislation that is put in place to protect you. If you would like any further information please contact our friendly customer service team.

3. Delivery FAQ

Do I need to be home for delivery?
Yes, the person whose name is on the application will need to be home to show their identification, sign any documentation required and accept delivery of the products.
How much do I need to pay on delivery?
Delivery is INCLUDED for all of our customers.
Can I pick the goods up myself rather than have them delivered?
You can request pick up when you application is approved. If pick up is available from our supplier, we will always try to arrange this for you! You may not be able to pick up if our supplier doesn’t allow it OR if the item is out of stock at your local store. We do not allow pick up for oversized items such as large TV’s, Oversized Furniture, etc as we want to make sure the item gets to your house safely without any damage.

What happens if my delivery is damaged?

If your delivery is damaged let us know straight away and we will contact the supplier to get this sorted out for you. You can call us on 1300 339 415, send us a contact form by clicking Contact Form or send us a message on Facebook click here for our FB page and one of our friendly team can give you a call.

4. Payments

What payment methods can I use?
We can accept payments by Direct Debit, Centrepay Deduction and some clients pay directly from their employer. Payments are made on a weekly or fortnightly basis.

How do I set up my payments?
We will always try set up payments for you if we can! Sometimes we can’t set up a Centrelink payment so we may send you instructions to do this yourself 😊

How can I get payments taken out of my Centrelink benefit?
Centrepay is an easy way to pay your bills and expenses. It is a voluntary bill-paying service which is free for Centrelink customers. Use Centrepay to arrange regular deductions from your Centrelink payment. You can start or change a deduction at any time. The quickest and easiest way to do it is through your Centrelink account online.

If you are paying using Centrepay we will send you a form to sign so we can set up payments on your behalf. Sometimes we can’t set up a Centrelink payment so we can send you instructions to do this on your Centrelink app 😊

What if I’m expecting financial hardship?
If you are experiencing financial hardship please get in contact with us so we can assist you further. You can also get free assistance from registered financial counsellors through the National Debt Helpline by calling 1800 007 007 or visiting their website https://ndh.org.au/
What if I’m unable to make a few payments?
We understand that from time to time you may need to miss a payment so give us a call so we can tailor a payment arrangement for you.

5. Product Issues & Support FAQ

Do you offer insurance on my product?

At this stage we don’t offer insurance on accidental or willful damage of products, however your own home insurance provider may provide cover – contact them to find out more!

What happens if my product breaks down?
One of the many benefits of renting with Direct Appliance Rentals is that if your product breaks down during your rental period, it is covered under manufacturers’ warranty for a minimum of 12 months.

Cover varies between products so please read the warranty guidelines included with your product. If you have any warranty issues at all, it’s important to give us a call as soon as possible and we will help you out.

What happens if my product is lost or stolen?
If the item you are renting has been lost or stolen please get in contact with us as soon as possible, as well as contacting the police immediately to report the stolen item. We may request a copy of the police report for our records.

6. End of Contract FAQ

What happens after I make my final payment?
We will send you a Contract Completion Notice within 10 days of finishing the contract. You may be able to make us an offer to purchase the product from as little as $1.

Will I be able to own my product after 12 or 24 months?
An end of lease statement will be sent to you within 90 days from the end of your contract where we can negotiate with you what happens with the product.

The options will be:

  1. Continue to rent on a monthly basis, or
  2. Return the goods and walk away, or
  3. We are willing to negotiate the sale of the goods to you. You may be able to make us an offer to purchase the product from as little as $1.
Can I end my rental contract early?
Yes, you can. You can pay off the goods sooner than 12 or 24 months by contacting us to organise deposit of a lump sum – there are no penalties for paying out your term early.

Contact us and we can advise you of the payout amount (this amount is usually less than if you go to full term on your contract).

How do I cancel my contract?
Contact us via our Contact Form (or call 1300 339 415)and we can advise you of the cancellation costs and how to return the item to our regional warehouse.

7. Feedback & Complaints FAQ

How can I make a recommendation or a suggestion?
We love to hear from our customers! You can click Contact Form to complete a contact form or send us an email anytime.

How do I make a complaint?
If you would like to make a complaint you can call, email us or write us a letter to advise of your complaint using the below details:

Phone: 1300 339 415

Email:  accounts@directrentals.com.au

Address:  PO Box 6223, St Kilda Road Central, Vic 8008

What happens after I make the complaint?
Once your complaint has been received it will be passed onto our friendly resolutions team to get in contact with you to discuss and resolve your complaint.

What if I am not happy with the resolution?
If you are not happy with the resolution that has been provided, you can contact AFCA ,the Australian Financial Complaints Authority via phone: 1800 931 678 or via their website https://www.afca.org.au/.

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