Frequently Asked Questions
Are all the hire products new or used?
Our Mr Rental NZ brand is based on the short and long term hire of products. Whilst arrangements can be made to accommodate requests for brand new items, all Mr Rental products that are sent out on hire are cleaned, tested and meet our meticulously high standards.
What if I’m after a particular brand or product?
We have a large range of quality brands to choose from. If you have a specific preference or requirement, just give us a call and we will aim to find a solution that meets your needs!
Can I hire products from Mr Rental if I am receiving a government benefit?
Yes of course. A credit check may apply in some circumstances, but we will always go the extra mile to find a solution that meets your needs.
Am I required to pay a deposit or bond?
Depending on the circumstances, we may ask you to pay a small bond when you hire our products, however, this will be refunded to you in full within 5 business days of the hire products being returned, provided the items are clean and undamaged and your account is up-to-date.
What documentation do I need to provide?
Hiring is simple! In many cases, all you need is:
- your bank account details
In some cases, we may need to complete a simple credit check, but your local Mr Rental team member will let you know if they need any more information from you to complete your hire agreement.
Who will install my hired products?
The friendly Mr Rental team or one of our authorised delivery partners will deliver and install the items in your home. They will also show you how to use your products where required and remove any packaging. So easy!
Can I hire an item for a short time?
You sure can! With our flexible hire terms, you can hire for a short time or a long time! If your hire term is less than 8 weeks, an install and return fee will apply.
Is there a minimum term?
No. Our hire agreements are fully flexible and the items can be returned any time with one payment period’s notice. We get that circumstances change and we help you change with them.
What happens if I don’t need the items for as long as I initially thought?
That’s not a problem! You can cancel your hire items at any time with one payment period’s notice. Simply give us a call on 0800 111 313 and we’ll arrange to come and pick up your items. For any items out on hire for less than 8 weeks, an installation / return fee will apply.
What happens if there is a fault or a problem with my product?
If there is a fault or a problem with your hired item, please give us a call as soon as possible so that we can repair or replace the item as required. We will manage any warranty claims directly with the manufacturer if applicable. Consistent with Flexible Living, we want all our customers to have a seamless experience with limited interruption so if we can’t fix it right away we will replace it for you.
Can my flatmate take over my rental if I move out?
Yes. Give us a call before you move out and with your consent and your flatmate’s consent we can arrange to transfer the hire agreement, subject to any credit criteria.
What happens if I move house?
Simply give us a call with your new address details before you move out and we can discuss the options with you. Generally, you can either move the items yourself or we can relocate them for you. T&Cs may apply.
What happens if my hired items are lost or stolen?
As with most products you hire, we recommend you update your house and contents insurance policy to ensure you are covered and not out of pocket for the replacement cost of the hired products in the event they are lost or stolen.
Why do I get charged a mattress sanitation fee?
We want to make sure that each of our customers enjoys the same high quality and professional standard for their hire across all our products. We charge a mattress sanitation fee to cover our costs and ensure that every mattress that you hire from us is cleaned and sanitised to a consistent, high quality standard.
What are the delivery fees?
We offer free installation and return throughout New Zealand for any hire term greater than 8 weeks.
What does the installation / return service cover?
Our installation / return service provides you with our full-service guarantee. This includes delivery from our store to your home, safe installation and testing of the items as applicable, and safe disassembly and return.
Can I pick the items up?
We prefer to deliver and install all items in your home. When you no longer require your items, we come to your home to safely disassemble, collect and return them to our store.
What should I do if I’m struggling to make my payments?
Our friendly team are here to help. If there is a change in circumstances and payment becomes an issue call us on 0800 111 313. We can review your situation together and see what other options are available.
Can I change my payment date?
Circumstances change, we help you change with it. Call our friendly team on 0800 111 313 two days before your payment is due and we can change your payment date to suit your situation. Easy!
What if I miss a payment?
If you miss a payment, we charge a $10 late payment fee. This covers our costs to help get you back on track.
Who should I contact with questions about my account?
Our friendly team members will be happy to help with any questions you have about your account. Call them on 0800 111 313.
How do I provide my feedback to Mr Rental?
We welcome all feedback! All we ask is if you have an issue, please call us first on 0800 111 313, or email us at email@example.com, to allow us to fix it before you leave any comments on social media. Our team is helpful and will work quickly to remedy any problems or questions you may have. Any positive reviews that recognise our team members are more than welcome on Facebook or leave us a review on our Google Business Pages.
If you have feedback on a specific Mr Rental store please use our Contact Us form on the website or call the number above. Alternatively, you can write to our National Support Office at: Mr Rental, 2/11-17 Church Street, Queenstown, 9300.