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Frequently Asked Questions


Applying for & setting up a new rental agreement

Are all the products new?

With all our Rental Agreements, you have the choice of brand new products. If you are looking for a more affordable option, we also have pre loved products.

What if I want a certain brand or product?

Here at Mr Rental we have a large range of well-known and reputable brands, however if there is something specific that you would like, just call us on 0800 111 313 and we will see what we can do for you.

Can I apply if I am receiving a government benefit?

Yes, you can apply if receiving a government benefit.  Here at Mr Rental we consider every application separately, and treat everyone the same.

What if I have had problems with my rental history or past credit?

If you have had problems with your rental history or past credit, you don't need to worry. We look at each application on a case by case basis.  Give our friendly customer services team a call on 0800 111 313  and we will do our best to help you.

Is there a deposit or bond required?

You may be required to pay a bond on your rental products, however the actual amount varies per product.  Your bond is returned at the end of the agreement if your account is paid in full and the items are returned clean and undamaged.

What brands can I choose from?

Mr Rental has a large range of well-known and reputable brands for you to choose from.  Simply call us on 0800 111 313 and we can talk you through our range.

What do I need to apply to rent?

To apply to rent we only need to see either your drivers licence or another form of identification. If you will be setting up a regular payment we will also need a copy of your bank statement to verify your account number and name.  Alternatively, you can pay upfront and we will not need to verify your bank account information.

Do I need a credit card?

No you don't need a credit card to rent with Mr Rental.

Do I need a credit check?

We may require a credit check, however we look at each application on a case by case basis.  Give us a call on 0800 111 313 and one of our friendly team will help get you sorted.

What if I have been turned down before from another rental agency?

If you have been turned down by another rental agency before, that's ok.  We look at every application on a case by case basis.  Give us a call on 0800 111 313 and one of our friendly team will help you with your situation.

Who will install the appliance for me?

Our friendly Mr Rental Mobile Representatives will deliver and install all products in your home.  We will also show you how to use the product and take away the packaging. Super easy.

How will the furniture get to my house?

Our friendly Mr Rental Mobile Representatives will carefully install all furniture and place it exactly where you would like it.

I want something to rent for a short period of time, say over Christmas, can I?

Yes, you can rent for as little or as long as you like!  Just call us on 0800 111 313, let us know what you are after, and we'll take care of the rest.

What does the liability waiver cover?

When you take out an agreement with Mr Rental you will be given the option of taking out liability waiver cover.  A liability waiver covers the replacement cost of the item in the event of Fire or Theft.  It is your choice if you want to take out this option.  In the unlikely event you do suffer loss by theft you may be asked to provide a Police report.

Are the rental terms flexible?

We have flexi and short term rental options available.  Take a look online or give us a call on 0800 111 313 and we can help you choose the option that best suits your needs.

What warranty comes with my rental goods?

We will repair or replace the item as required.  You will only be charged rent for the time you have the item, or a replacement item.  If the repair in under warranty we will organise this with the manufacturer.

Changing / Cancelling/ Extending your contract with Mr Rental

My appliance has broken down, what do I do?

If your appliance has broken down, call us on 0800 111 313 and we will repair or replace it for FREE within 24 hours of speaking with you. 

What happens to my security bond after my rentals are picked up?

Once we've collected your rental products we check if they are in the same condition as when rented, taking into account reasonable wear and tear, and that your payments are up to date.  We will then refund your deposit into your nominated bank account.  The process normally takes around 5 working days.

Is it going to cost me anything to return my rental products?

You may be charged a cleaning fee, if required.  Keep in mind that if there are any damages to the goods then you may be charged 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.

Do I need to clean the goods before they are picked up?

We do prefer all rentals to be clean when we pick them up, however we understand you may 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 and Conditions for full details.

Do I have to pay a cleaning fee?

Cleaning fees may apply.  Please read your Terms and Conditions for full details.

Can my flatmate take over my rental when I move out?

Yes, your flatmate can take over your rental when you move out.  We can organise the rental agreement to be transferred to a new flatmate's name with your help.

Just have them call us on 0800111313 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 is subject to credit criteria being met. 

How can I upgrade my goods and maybe rent more items?

To upgrade or rent more Mr Rental products, call us on 0800111313 and we can talk about what you need.  We can upgrade and add to your rentals anytime.  Please refer to your Terms and Conditions for details. 

I am moving house, what do I do?

If you're moving house, simply call us on 0800 111 313 we will arrange to relocate all of your rental products for FREE, if you are moving in the same Mr Rental territory.  Alternatively we can collect your goods and organise for another store to deliver to your new address if you are moving outside the current territory across New Zealand.  All we need is two days notice to organise things.

How can I get an upgrade of my TV or other appliance?

To upgrade your TV or other appliance, call us on 0800 111 313 and we will work out a solution based on your individual circumstances. 

What if I would like to swap a product for a different one part way through my rental term?

If for any reason, you would like a product swap part way through your rental term, call us on 0800 111 313 and we will work out a solution based on your individual circumstances. 

Can I end my lease agreement early?

Yes, you can end your lease agreement early. For further information, please read your Terms and Conditions or call us on 0800 111 313

What happens at the end of the rental agreement?  What do I need to do?

If you have reached the end of your rental agreement, simply call us on 0800 111 313 and we will talk you through our range of options available.  Our options include extending, upgrading or collecting your rental items.

What is someone breaks in and steals my rental item?  Am I liable? 

If someone breaks in and steals your rental item you will be liable for the replacement cost of the item.  If you have taken out the liability waiver on that product, and provided a police report, then we can assist you.

My rental product has broken down, what do I do?

If your rental product has broken down, call us on 0800 111 313 and we will repair or replace it for FREE within 24 hours of speaking to you.

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 will leave you with another item right then and there so you won't have to be without it!  

Delivery and Collection

How much will delivery cost?

Mr Rental has FREE delivery throughout New Zealand.  

When will I receive my order?

In most cases, we'll approve your application within 24 hours.  Depending on the item, it's availability and your location, we can usually arrange next day delivery and installation for your Mr Rental product. 

Can I pick up my rental item?

Mr Rental prefers to deliver and install all items in your home, but if necessary, you can organise something to suit your needs with your Mr Rental store.  

What should I do if I need my order by a certain date?

If you need your order by a certain date, just call us on 0800 111 313 and we can organise something to suit your needs!

Can I track my order?

We will phone you to organise a suitable time for delivery and installation.  Our Customer Service team will know the drivers schedule so you can call them to track the delivery. 

Who delivers my order?  How are orders delivered?

Your products will be delivered to your home by our friendly Mr Rental Mobile Representatives in the Mr Rental van or truck. 

Do you deliver on weekends or evenings?

Our standard delivery days are Mon - Fri 9 -5pm, excluding public holidays.  In some cases, it may be possible to deliver on a weekend or evening.  Contact us on 0800 111 313 to discuss the options and we will find a time that suits you.

Do you deliver to a business/rural address?

We certainly do!  We have no problems delivering to your business, and we offer FREE delivery anywhere in New Zealand. Call us on 0800 111 313 and talk to your local Mr Rental store about how soon you can get your items delivered, set up, and installed FREE of charge.

How do I get my item back to you at the end of the lease?

When you have finished with an item, our friendly Mr Rental Mobile Representatives will pick it up at a time that suits you within our delivery hours.  

Pricing and Payment Options

What happens if my circumstances change and I can't afford my payments anymore?

If your circumstances change and you can't afford your payments anymore, call us on 0800 111 313 we will review your situation and see what options may be available.

How do I make payments?

At Mr Rental, you have several payment choices.  Call us on 0800 111 313 to discuss what options are best for you. 

What if my circumstances change and I don't need the item anymore? 

If your circumstances change, call us on 0800 111 313 we will review your situation and see what options may be available.  

What happens if there is insufficient credit in my account on the day my Direct Debit is due?

If there will be insufficient funds available on payment day, call us on 0800 111 313 the day before your direct debit is due 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. 

If my Direct Debit will fall on a public holiday, when will the payment occur?

If your Direct Debit falls on a public holiday it will be taken out on the next banking day.  Just ensure there is enough money to cover the direct debit from your nominated account.

Does the price shown include GST?  What happens when prices change?

Yes, the prices shown include GST.  We won't make any changes to your Mr Rental agreement for the lifetime of the agreement. 

How do I change my bank account details?

As soon as you have set up your new account call us on 0800 111 313 and we will send you a direct debit to sign.  You will need to return this to us before your next payment is due. 

What is considered a breach or default payment?

You will be in breach or 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 on 0800 111 313 we can arrange a solution that works for you.

If the items break down, am I charged between the time the item breaks down and when it is fixed?

If your item breaks down, we will take the item away and leave you with another item right then and there, so you won't have to be without it.  This means your rental payments will continue as normal. 

What if I need to change my payment day and date?

We're flexible, so you can change your payment day or date to what suits your situation.  Call us on 0800 111 313 at least two days prior to when your next payment is due.  Easy. 

Registration, My Account, Forgotten Passwords

I have forgotten my password, what should I do?

If you have forgotten your Mr Rental password, click the 'forgot password' option on the log in screen. 

How do I find and/or change my account details?

To find or change your account details, simply call us on  0800 111 313 and let us know of any changes.

Why can't I log in to my page?

This will occur if your email address or password does not match.  Your can call us on 0800 111 313 to confirm the email address on file, or if the email is correct please reset your password by using the 'forgot password' option on the bottom of the Mr Rental log in screen.

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.  

Contacting Mr Rental

If I have a customer service question or problem, who do I contact?

If you have any questions or issues, just email us at info@mrrental.co.nz 

If I have a question in relation to my account, who do I contact?

Simply call us on 0800 111 313   Our team will look after any queries you may have. 

Help!  It's not working for me on the website - who do I contact?

Call us on  0800 111 313  our friendly team can organise everything over the phone.  

Where are your offices located?

Mr Rental has offices in the main territories throughout NZ. 

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 it's positive feedback please feel free to share it with us via Facebook. If you have a problem please talk to us first on 0800 111 313 before taking to social media to vent your frustration.  You will find us happy and helpful, and we will work to straighten out any misunderstandings.

If you have feedback on your experience with one of the Mr Rental stores, please use our Contact Us form or give your local Mr Rental store a call on 0800 111 313   Alternatively you can also contact our National Support Office:  Address PO Box 48121, Blockhouse Bay, Auckland 0644.

Rental Terms

*Based on Mr Flex with weekly/fortnightly/monthly payment period. Applicable to a hire period over 4 weeks. Full terms and conditions available on application. Other fees and charges may apply as per T&C’s booklet (INFO). Either party can terminate with one payment period notice. Ask in store for details. Product provided by Mr Rental Group NZ Ltd. Pictured products are for display purposes only. Products available at participating stores while stocks last. Brands and models may vary. Accessories are for illustration purposes and not included. Credit check criteria apply. Pre-Rented product is an item in good working condition that has been used previously.

^Subject to credit approval and availability of upgrade good. Requires entry into new agreement (rental fee for upgrade good will apply). Other fees may apply. Does not modify, limit or exclude any rights or remedies under the Local Consumer Law. Replacement product during repair. If faulty product not capable of repair, replacement product provided. Terms and conditions apply. ~Subject to credit approval and availability of selected good. Requires entry into new agreement (rental fee for selected good will apply). Other fees may apply.

MrShort is a Short Term Rental Agreement with a 1 month rental payment required upfront. Ask in store for more details. Product provided by Mr Rental Group NZ Ltd.