ZERO DEPOSIT

12-MONTHS
RENT

FREE DELIVERY
AUSTRALIA-WIDE

Your Product

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FAQ's

Frequently Asked Questions

We will answer some of the more commonly asked questions about our services.

No,this is something you’ll need to arrange for yourself. We’d rather you have the freedom to choose your own service provider, so you’re welcome to sign up to whichever plan or pre-paid account suits you best. For a list of service providers, click here.

No way. All our phones come unlocked so you can use your own SIM card and number or kick-off a plan with your chosen provider as soon as you want.

You will receive free delivery and be paying for the rental cost of your phone for 12 months.

This is very unlikely to happen, but we understand that if it did, you’d be pretty frustrated and upset. So we have a plan in place to make sure we look after you.

Depending on the damage, we’ll repair the phone or replace it, but to make sure this happens, you’ll need to report the damage within 3 days of receiving the phone. Just send us a photo of the phone via email to hi@rentcleva.com.au and we’ll hook you up with our Customer Care Team.

If for some reason your mobile phone doesn’t work right after you take it out of the box, let us know within 3 days and we’ll sort it out for you.

Depending on the phone, you’ll find the serial number (also known as the IMEI/MEID number) on the packaging of your mobile phone, or it may be found on the back of your phone. For those of you wondering, the IMEI is the first 14 digits of the “International Mobile Equipment Identity” and the other way to find it is by dialling *#6# - it will appear on your screen like magic!

Before making an embarrassing call to your phone or internet provider, try restarting your phone then make sure that Wi-Fi is turned on and Flight Mode is turned off. If it still isn’t working after that, then give your phone provider a call.

If your phone can’t access Wi-Fi, it will generally connect to a 3G or 4G network which will be at your expense, so if you’re concerned - switch data off until the problem is resolved.

Whatever you do, don’t panic. These things happen to the best of us! First thing's first: Contact us as soon as it happens so we can assess the situation. Depending on what's wrong, we may be able to help you out.

We have a fantastic range of products that are sorted by category on our home page, but if you’re feeling lazy and want us to break it down for you, the list is as follows:

  • Mobile Phones
  • Laptops
  • Tablets
  • Desktop Computers
  • TV’s
  • Gaming
  • Washing machines
  • Fridges
  • Air Conditioners

The list will keep on growing, so to stay in the loop, follow us on Facebook or sign-up for email updates. If there’s something you can’t find and wish we would add it, email us at hi@rentcleva.com.au and tell us what it is!

We’re proud to offer some of the best brands from Australia and across the world to deliver our customers a fantastic variety of products to choose from. Big brand names include: Apple, Samsung, Acer, Toshiba, LG, Sony and Panasonic.

Yes - delivered in their shiny new packaging! At RentCleva we only rent brand new products so you don’t have to worry about who may have used it before you. Your product is not engraved or labelled by RentCleva in any way, either.

Of course! We’ll recommend accessories that we think would go great with your product and if you see one you like, all you need to do is click “Add” to add the accessory to your order. You can remove it if you change your mind.

In most cases, yes they will. Although depending on which warehouse they’re coming from, there’s a chance they may be delivered separately.

Once we receive your signed agreement and your payments have been set up, we’ll dispatch your item the following day. Most customers receive their item within 10 business days! In the meantime, sit back, relax and make room for your shiny new product.

We’ll send an SMS and email confirming that your product has been shipped. For larger items, our courier will call on approach to check that you’re home to accept your order.

This depends on whether your items are all coming from the same warehouse. If they’re not, they’ll arrive separately. Also, your small items will be sent through Australia Post, but bulky items need to be shipped via courier.

No worries! The courier or Australia Post delivery person will leave one of those little cards in your letterbox with instructions on how to arrange pick-up or another delivery time (depending on whether the item is small enough for you to pick-up yourself).

Yep, we deliver to all regional and metropolitan areas in Australia. But if you don’t believe us, feel free to call 1300 122 111 to confirm.

Unfortunately not. All products are delivered direct to your door – free of charge – by courier or Australia Post.

Less than 10 days since ordering: You would have been given access to order tracking - have you checked to see what it’s saying? If it says “in transit” that means it hasn’t reached you yet, but it’s on its way! If you don’t understand what the order tracking is saying, get in touch with the carrier directly for an update. Also, if it’s saying your order is supposed to arrive today, don’t panic. Australia Post delivers all day - sometimes as late as 5:30pm. More than 10 days since ordering: Hmm that’s odd. Best if you let us know so that we can chat to the carrier and figure out what’s going on.

The chances of that happening are really unlikely, but if for some reason it does, we’ll be ready to take action! All you need to do is let us know about the damage within 3 days of receiving your order and send us a photo of the damaged item via email - hi@rentcleva.com.au - and we’ll make this a high priority with our Customer Care Team. Once they know more about what’s wrong, they’ll organise to either fix it for you to replace the item.

Don’t worry, your manufacturer will be able to help you out! Get in touch with your manufacturer using the contact details below:

Acer - 1300 365 100

Apple - 1300 321 456

Asus - 1300 278 788

Dimplex - 1300 556 816

Electrolux - 1300 363 640

Fisher and Paykel - 1300 650 590

Haier - 1300 650 590

Hisense - 1800 447 367

HP - 13 10 47

Kelvinator - 1300 363 640

LG - 1300 542 273

Panasonic 13 26 00

Samsung - 1300 362 603

Simpson - 1300 363 640

TCL - 03 8541 4666

Whirlpool - 1300 363 344

Make sure you get a reference number from them so that if you’re still having some problems, you can contact us and we’ll be able to follow up.

If this happened to you after you received your item from us (sorry to hear it - that’s never fun!), you’ll need to claim it through your insurance provider. They’ll ask you for a buy-out figure so you can finalise your obligations to us and claim the full value through the insurer. We can’t do any negotiations with your insurance provider, but we’ll give you the buy-out figure and any supporting documentation you may need.

If your item isn’t covered by insurance, get in touch with us so we can chat about your options.

Bummer! These things happen to everyone, don’t worry. No matter what the problem is - from drowned phones to laptops with concussion - we’ll whatever we can to get you back in action.

Before you do anything else, take some photos of the damage and email us to let us know what happened. We need to understand whether it happened before, during or after transit. We’ll then open up a case for you and give you instructions on how to proceed - whether through an insurance provider or with us.

As mentioned in the point above, we can help your insurance provider by giving them product values and proof of purchase, but we can’t get involved in negotiations with them. If you’re not insured, you’ll need to talk to us directly so we can run through your options. Either way: The quicker you act, the easier it is for us to help!

No. Currently we don’t offer any insurance, but we do recommend Budget Direct.

Yes, all our products come with a minimum 12-month manufacturer’s warranty. The level of warranty cover varies from product to product though, so make sure you check the warranty information provided.

Manufacturers provide the warranty themselves and they have a troubleshooting procedure that needs following which involves you speaking to them first because the product is on your possession.

If you have any trouble communicating with the manufacturer and aren’t able to resolve your case with them, make sure you get a reference number from them and let us know. We’ll do our best to follow up and get to the bottom of things for you.

RentCleva rents to all kinds of Australians, so even if you’re on a low income or receiving Centrelink benefits, we’re here to help. All applicants must also be over 18.

Yes. As per industry regulations, all applications go through a responsible lending approval process that includes a basic credit check.

The RentCleva ‘no worries’ promise: Do you have black mark on your credit history? No worries. We review every application carefully and fairly, and take account of your current circumstances. We believe everyone deserves a fair go.

New customers can apply for one product at a time, and additional accessories can be added at check out.

Once you’re an approved RentCleva customer, you’ll be eligible to apply for another product every three months – so long as your account is up to date.

If your chosen product is no longer available, we’ll contact you to see if we can help to find you a similar product.

Unfortunately, we do not accept joint applications. So if you’re the chosen applicant, make sure you only include your own income and share of expenses on the application.

Our application is super quick and straightforward. Once you’ve found the product you want to rent, click “Apply Now” and fill out your details. Aside from the basics, we’ll also ask you to provide some info about your income and expenses before we confirm your agreement - nothing too stressful, we promise. The best part is that you can do the entire thing online without having to break a sweat! Pretty awesome, right?

If everything’s all good with your application, we’ll send you a link to finalise your agreement online. Your agreement will automatically pre-fill with your details, so all you need to do is finish it off and sign it with a digital signature (don’t you love technology?) which can be done in a few seconds flat. Once you’ve finished that, we’ll send you a copy of the agreement to whichever email address you gave us.

The final step is to set up your payments. If you chose Centrepay, you’ll need to set up your scheduled payments, but if paying with Direct Debit, we’ll set them up to be deducted from your nominated bank account. And that’s it! You can relax and get excited about receiving your new product.

If you’re still a bit confused about how the process works or think it all sounds too good to be true (it’s not!), why not check out our ‘How it works’ page?.

Your safety and privacy is important to us at RentCleva, so we’ve secured our website using GeoTrust® which means any information you’re sharing with our website servers is kept private and 100% secure.

Still not convinced? The million most visited domains on the internet rely on GeoTrust® SSL - more than any other certificate authority. Their SSL (Secure Socket Layer) certificates are the ultimate online security solution and deliver both 256-bit encryption as well as the True Site™ trust mark which provides third-party website identity validation. Yes, that’s a lot of jargon - but we want you to know that you can relax and feel confident that you’re in safe hands.

We’re glad you asked! See, because we’re credit providers, we take our jobs very seriously. We have a responsibility - both under the National Consumer Credit Protection Act as well as our own RentCleva Responsible Lending Policy - to make sure that renting’s the right thing for you to do and isn’t going to lead to any financial stress or hardship. So part of our process is to assess your income and expenses, determining whether you’re in a good position to rent from us.

It’s not a big deal (you can stop picturing images of the CIA in those crime shows!) and to simplify the process, we use a service called Credit Sense which is powered by Yodlee, the same secure system used by Nimble, ANZ, Citibank and HSBC. It’s super quick and secure, and means you don’t have to provide us with piles of paperwork.

This is another part of our Responsible Lending Policy and verifying how much you earn. Unfortunately, we can’t always get this information from your bank statement as it won’t include any Centrepay deductions you have coming out of your benefit.

To keep things simple (and quick!) we use a third-party service called Credit Sense (powered by Yodlee) to verify your income and expenses. To be able to use this, you’ll need to have internet banking set up with your bank or financial institution.

We’ll ask you to complete this step during your application process. In case you need to come back and complete it at a later time, we’ll also send you a link via email and SMS to remind you. It’s really safe and will allow us to process your application quicker than if we were to do it the old fashioned way.

We’ve done our best to set up our system to support most Australian banks and building societies, but there are some smaller ones that aren’t yet supported.

If your bank isn’t on our list, we unfortunately won’t be able to accept your application this time around. We’re working to keep adding the smaller banks to our service and hope that it won’t be too much longer before all banks and building societies in Australia are in our system.

Just like with your bank statement, the easiest way to do this is via Credit Sense. You’ll need to have a myGov online account set up to allow you to do this.

We’ll ask you to complete this step during your application process and in case you need to come back and complete it at a later time, we’ll send you a link via email and SMS to remind you. This is totally safe and makes things a lot quicker and easier to process.

Your credentials are encrypted using SSL (Secure Socket Layer), the same technology that keeps your bank details secure. If you’re wondering if it’s running, check for the green padlock icon at the top of your browser.

Credit Sense and RentCleva do not store any of your credentials and we never see your password. Your credentials are encrypted when you enter them, passed to your bank or Centrelink to gain access, the transaction history/income statement is collected and then your credentials are permanently deleted. If you apply with us again you will need to re-enter your credentials.

You don’t need to do anything! You’re being protected by SSL, the same technology that keeps your bank details secure. However, if you’re still concerned, you’re welcome to change your credentials after using our service.

Credit Sense is an automated third-party system that is secure, 100% online, and means you don’t have to deal with the headache of providing us loads of paperwork. They help us out by verifying your income and expenses so we know if you’ve got enough disposable income to cover your product. The last thing we want is for you to stress yourself out because you’ve stretched your budget too far.

This process is something that all rental companies have to do by law and it’s done so we can look out for your best interests.

Yodlee is basically a super-efficient (and secure - they do things through an encrypted channel) system for checking online bank accounts. They’re used all over the world by 750 financial institutions including Amazon and Paypal (yep, they’re legit!) and a handful of banks like ANZ. There’s a good chance you’ve used Yodlee before but didn’t know it.

Absolutely! We can't actually see your bank account or password because it's all encrypted thanks to the Credit Sense service. The only thing RentCleva receives is a transaction summary of your account within the last 90 days, plus a copy of your most recent Centrelink income statement (if applicable).

What's cool is that Credit Sense "looks" at your information without being able to touch it, so there's no way your accounts can be changed or that money can be removed. All the information you enter goes through SSL (Secure Sockets Layer), the same technology that keeps your regular banking secure. To know you're using it, just look for a green padlock at the top of your address bar.

There are many reasons why your application may not have been approved, including:

Failed credit check

All applications are sent to a third party for a credit assessment. Although we like to give everyone a fair go, if you have multiple serious credit infringements your application will be declined.

Your account is in arrears

If your account is in arrears your application will be declined. This is an easy fix though! To sort it out, simply get in touch with us. Once your account is up to date, you can submit another application.

Financial assessment

All applications go through a financial assessment as part of our responsible lending policy. If you don’t have enough disposable income we unfortunately can’t rent to you. If you currently have commitments with other lenders or rental companies, please feel free to reapply when those commitments end.

Multiple orders & frequency check

If you are an existing member, you will need to wait 3 months before you can apply for an additional product. We normally notify you when you’re eligible for your next application, but feel free to contact us to check the date.

All applications are sent to Veda Advantage for credit assessment. If you have serious credit infringements, we may not be able to rent to you. To get a free copy of your credit file, visit MyCreditFile.

While it’s important for us to give everyone a fair go, RentCleva must comply with responsible lending policies and procedures to ensure we don’t put you into financial hardship. If you feel your situation has changed, please feel free to submit another application. We’d love to have you as a customer.

Once your application has been approved, you’ll receive a link from us that will allow you to complete your agreement online. Your form will automatically pre-fill with your details, so all you need to do is sign (you can do this with a digital signature so there’s no need to waste paper!) which only takes a few seconds. Your completed agreement will shoot through to us, plus a copy will be emailed to you and we’ll get your item ready for shipping. Easy!

We know that not everyone’s into long-term commitments, so our agreements are all 12 month terms.

A fair question. We provide renting as a way of offering you access to products that you might not be able to afford if you bought it outright. Especially if one of your existing appliances decides to stop working suddenly and you’re left with no way of washing your clothes or keeping your food cold! There are many other benefits to renting such as the servicing and support we can provide, as well as flexible repayments and short-term contracts.

Due to the costs associate with providing finance and credit as well as the ongoing customer service, renting will mean the cost will be higher than if you bought it outright. So if you can afford to buy something outright, we recommend you do so - it’s a smarter choice if you have the option.

To get the lowdown on renting, go to Asic's Money Smart website

A few weeks before your 12 months are up, you'll get an email from us to let you know that the agreement is coming to an end. We’ll also let you know that you have the following options to choose from:

  • 1. Make us an offer. Present us with an offer to buy the item - it can be as low as $1 - and if it's accepted, you get to keep your item forever.
  • 2. Say farewell. Return your item to us and stop making payments.
  • 3. Keep on keepin’ on. Hang onto your item and continue with your payments as normal.

Absolutely! You can buy your rental at any point by paying out the remainder of the lease and making us an offer to purchase. The best way to do this is contact us and we'll let you know how to proceed. If you choose not to go ahead with the purchase, we'll still give you the option to make us an offer to purchase at the end of your 12 month agreement.

Sure thing. If you think you want to return your product, just head to our Contact Us page and fill out the form. You can return your product to us at any time during the agreement with no penalty or exit fees.

Your first payment will be processed within 14 days from the date we ship your product. After that - depending on your payment cycle - your payments will come out either weekly or fortnightly.

Think about it this way: Would you expect a shop keeper to hand you the bag and receipt before you paid for what’s inside? Didn’t think so! But we’re not total party poopers - we can still ship your item to you before your first payment is processed. Just make sure your regular payments are scheduled to begin within the following 14 days!

No, if your payment happens to be scheduled on a bank holiday, we’ll process your payment the following business day.

We offer two payment options: Centrepay and Direct Debit. They’re very easy to set up - we’ll send you the instructions - and the payments will automatically stop at the end of your agreement.

We’ll send you an account statement every 12 months, but if you’d like a copy of your statement sooner, simply contact us.

If your bank details have changed, contact us and our customer service team will send you a link to complete the form online.

If you’re experiencing financial hardship, we’re really sorry. We understand that sometimes things happen that are out of your control. We’d like to help if we could, so please don’t hesitate to contact us and have a chat. It may be possible for us to reduce your regular payments or let a few slide.

Make sure you talk to us as soon as possible so we can try and find a solution - whether it’s pausing your payments temporarily or reducing the amount you’re paying. Please understand that we do this at our own discretion, so it’s important you communicate with us as to why you’re having trouble.

If possible, please contact us before you cancel or change your payments so that we know what’s going on. Communication is key here - if we know you’re struggling with your finances, we might be able to help.

If you cancel your payments without letting us know, your account will go into default and we would need to begin a Debt Collection procedure — so it’s definitely better to chat to us first.

That’s tough - we’re so sorry for your loss. If at all possible, please arrange for the executor (or next-of-kin) to send a copy of the death certificate and contact us to discuss the options (paying off the item, returning the item or taking over the rental agreement) which will vary depending on how much has already been paid.

We’re always thrilled to receive positive feedback from our customers, and it means a lot to us when you make the effort to let us know why you love RentCleva so much. Whether you want to give kudos to one of our friendly staff or just rave about how great your product is, don’t be shy!

     

You can get in touch with us by:

Contacting us via our online form

Calling us on 1300 122 111

Live chatting with us online

Emailing us at hi@rentcleva.com.au

Reviewing us on Facebook

We’d love that. RentCleva exists to make you, our loyal customers, happy! So if you have any suggestions on how we could improve or something you’d like to see made available in the future, please let us know. We’ll take all feedback on board and use it to keep making our service better, quicker and of more value to you.

You can make a suggestion any of the following ways:

Contact us via our online form

Email us at hi@rentcleva.com.au

Live Chat with us via our website

Find us on Facebook and post to our wall

Fill out one the regular feedback surveys we sent you (keep an eye on your inbox for these)

We work really hard to make sure our service, products and procedures are of the highest standard, but of course, there’s no such thing as perfect, so occasionally things may go wrong.

Whether it’s the service you received, or maybe something about your rental product, it’s important that you are 100% happy. So if you’re not, please don’t hesitate to get in touch with us so we can spring into action and smooth things out for you.

The best way to get in touch with us is by:

Contacting us via our online form

Calling us on 1300 122 111 (during business hours)

Chatting to us online

Emailing us at hi@rentcleva.com.au

Writing to us at Complaints Department, PO Box 849, Geelong, VIC, 3220

When you contact us, please give us as much information as you can, specifying exactly what went wrong and when. The more we know, the more we can do to help you.

In most cases our awesome service team will be able to help you out when they first make contact. They’re great listeners and it’s their job to make sure you’re happy, so as long as they understand what your problem is, they’ll do everything they can to help.

On the rare occasion that we can’t resolve your issue right away, they’ll pass your issue onto a suitable team member. Once it’s with them, they’ll assess the situation and all the information you’ve provided us and get back to you within 2 business days with a resolution. Sometimes they may need to obtain some more information from you or the manufacturer, but if it’s going to take any longer, they’ll be sure to let you know.

If you get to the end of our resolution process and you don’t feel like your situation has been taken care of the way you’d hoped, you have the right to ask for it to be reviewed.

Our 3 step resolution process looks like this:

1. You raise your issue with our Customer Care team as per the instructions in the section above. They will attempt to resolve your issue right away as they’re fully equipped to do this.


Required response time: 2 days


2. If you’re not happy with the resolution offered by Customer Care, you can escalate your complaint to a Team Leader for review. You’ll need to explain to them why you’re unhappy with the resolution.


Required response time: 7 days


3. If you’re still not satisfied after receiving a resolution from a Team Leader, you can write a letter or email to our Executive Manager who will review your case and personally respond to you.


Required response time: 30 days

This is something you can only do once you have completed our internal 3 step dispute process and still haven’t found a resolution. If this is the case, you can then contact The Credit and Investments Ombudsman Limited via www.cio.org.au. They may ask you for RentCleva’s membership number which is M0020204.