Frequently Asked Questions

  • What brands can I choose from?
    • At Radio Rentals, we carry a great range of the latest products across all categories. Choose from leading brands such as Acer, Apple, Beko, BH Fitness, CHiQ, Dyson, Hisense, JBL, Kelvinator, LG, Samsung, Midea, Simpson, SleepMaker, Sony, Thorn, Westinghouse and Yamaha and enjoy affordable rental access to the best of everyday essentials.

    +
  • Are all the products new?
    • We carry both new and near new products so you can rent the product that best suits your needs and budget. With a choice of terms and plans on all new and near new products, you’ll be sure to find the right item for you. Near-new products are fully refurbished re-rented products, up to 3 years old.

    +
  • What happens if my product is faulty?
    • We are passionate about our unique service offering. We want you to enjoy your products throughout the term with us. If your product is faulty or playing up, give us a call and we’ll fix it or replace it*.

      *This does not exclude, modify or replace any of your rights which are available under the Australian Consumer Law

    +
  • Do you deliver?
    • Yes. We offer delivery and installation to the majority of Australia towns and cities on minimum term agreements. We’ll even install the item and show you how it works.
    +
  • What do I need to do to apply?
    • To apply, you'll need to complete an application form. Please have the following ready:

      1. Photo ID (Driver’s License, passport or 18+ Proof of Age Card)
      2. Residential details (Landlord, Real Estate Agent or Mortgage)
      3. Details of your income, expenses and ongoing financial commitments
      4. Employer or Pension details
      5. Provide personal referees (name, address and phone number). Ideally family members.
    +
  • How soon can I have my product(s)?
    • In most cases, if your application is successful, we’ll approve your application within 24 hours and depending on the item, its availability and your location, we can usually arrange next day delivery and installation.

    +

Rental Agreement

  • Can I apply if I am receiving a government benefit?
    • Yes. Because we believe in giving everyone a fair go, you can apply with Radio Rentals even if you’re receiving benefits. All you need to do is pass our credit assessment criteria to rent what you need.

    +
  • What if I have had problems with my rental history?
    • You’ll always get a fair go at Radio Rentals. That’s why we focus on your present, not your past. We perform our credit assessments based on your current financial situation and what you can afford to pay today. Enjoy our seamless credit assessment and approval process* and flexible terms from the company that’s on your side.

      *Terms and credit criteria apply.
    +
  • What if I have had problems with my credit in the past?
    • You’ll always get a fair go at Radio Rentals. That’s why we focus on your present, not your past. We perform our credit assessments based on your current financial situation and what you can afford to pay today. Enjoy our seamless credit assessment and approval process* and flexible terms from the company that’s on your side.

      *Terms and credit criteria apply.
    +
  • Is there a deposit or bond required?
    • At Radio Rentals, no deposit is required. The first month’s rental is due on delivery and a bond may be required in some situations. To find out more, please call your nearest store for details.
    +
  • How do I make payments?
    • Making payments is easy. To help you meet your payment arrangements, we offer Direct Debit or Centrepay. To organise payment via Direct Debit Biller Code 5264 Thorn Australia or through Centrelink quote reference number CRN 555 050 003L.
    +
  • How soon can I have my product(s)?
    • In most cases, we’ll approve your application within 24 hours and depending on the item, its availability and your location, we can usually arrange next day delivery and installation.

    +
  • How can I become a Radio Rentals customer?
    • It’s easy to become a Radio Rentals customer. All you need to do is:
      1. Visit your local Radio Rentals store, or
      2. Phone us on 131 181, or
      3. Apply on-line by clicking on ‘apply now’
    +
  • Why do I need to provide all information and documentation to Radio Rentals even when I am an existing customer?
    • At Radio Rentals, we are passionate about helping people improve their lives. Because we work so hard to comply with the National Consumer Credit Protection Act and the National Consumer Credit Code, we need to consider each application separately. In some cases, your financial situation (Income / expenses etc.) may have changed, so it is important for us to obtain your information/documentation to ensure we do not overcommit you.

    +
  • What happens if my circumstances change and I can’t afford my lease anymore?
    • In some cases, where your financial situation may have changed adversely, we are always here to lend a hand. We can assess your situation, you may be eligible to hardship support, or we can help you end your lease early and hand back your goods without penalty.

    +
  • If the goods break down through no fault of my own, what happens between the time the good breaks down and when it is fixed?
    • This is all part of our unique service. If we have a loan unit available, we will prioritise pick up of your broken item, and lend you one of ours till your item is repaired. In the rare instance we do not have a loan unit available, we will credit your account for the time you were without the item. We will also work with our suppliers and repair network to ensure we turn it around fast.

    +
  • If I move house, what do I do?
    • Simply contact us to update your details. We will even pick up and move your goods to your new home as part of our unique service. If you are moving interstate (not local) we can pick up your items, then deliver similar items as you move into your new home, EASY !

    +
  • Can someone else take over my lease agreement?
    • In some cases it is possible to assign your lease to a family member or friend. Give us a call to discuss if your circumstances ever change.

    +
  • There may be insufficient credit in my account on the day my Direct Debit is due. What do I do?
    • Don't stress, just contact us and keep us informed, we can modify debit dates or arrange alternative payment methods.

    +
  • My Direct Debit will fall on a public holiday, when will that payment occur?
    • The payment will generally be debited on the next working day.

    +
  • Can I end my lease agreement early?
    • Leases can be terminated earlier, there may be an early termination fee applicable. Contact your nearest store to find out more. In some cases, where your financial situation may have changed adversely, we are always here to lend a hand. We can assess your situation, you may be eligible to hardship support, or we can help you end your lease early and hand back your goods without penalty.

    +
  • If I have a customer service question or problem, who do I contact?
    • Click here to enter your postcode, which will display the email address and contact number of your nearest store. Our trained and friendly team will be happy to assist you.

    +
  • If I have a question in relation to my account, who do I contact??
    • Click here to enter your postcode, which will display the email address and contact number of your nearest store. Our trained and friendly team will be happy to assist you.

    +

Company

  • Do I need insurance?
    • Repair and replacement is included*. We’ll repair or replace your product, during the term of your lease if it is damaged or becomes defective due to lightning, windstorm, flooding, fire or smoke, robbery, burglary or housebreaking or bursting of a fixed water installation, and you did not contribute through negligence, carelessness or intentional action or inaction. Because there may be times where loss or damage isn’t covered, we encourage you to include rental items on your household or business insurance policy wherever possible

      *Repair and Replacement subject to Radio Rentals Consumer Lease terms and conditions.

    +
  • Do you deliver on weekends?
    • In some cases, it may be possible. However our standard delivery days are Mon-Fri, excluding public holidays.

    +

1. Can I apply to rent items from Radio Rentals?

Radio Rentals is open for online business with an exciting new rental range of products. We now only accept new applications online via our website with a new application process. Join our Facebook community www.facebook.com/RadioRentalsAustralia/ or register your email address via our website www.radio-rentals.com.au/ to keep abreast of the latest news, products and promotions.


2. Can I get account credits refunded?

There are instances where overpayment may result in your account being in credit. Account credits will be displayed on your Statement of Account or via the Customer Portal.

You can apply for a refund of account credit by completing our online Refund Application or by calling 131 181 and our friendly staff will assist you.

In some instances you may only receive a portion of your credit to ensure the next payment due on your account is met. We will not refund credits that have been applied to your account due to promotions or other offers.


3. Is your online store now open for business?

Radio Rentals is now accepting new rental applications. You can apply to rent an item from our new range via our website.

Existing customers will continue to be serviced through our website in accordance with their existing rental terms and conditions.

Join our Facebook community https://www.facebook.com/RadioRentalsAustralia or register your email address via our website www.radio-rentals.com.au so you can keep abreast of the latest news and product information.


4. Are all products new?

All products are new, you can rent the product that best suits your needs and budget.


5. What do I need to do to apply?

The process is simple, paperless and hassle free and you can apply anywhere and anytime using your phone, tablet or computer.

To apply, you'll need to successfully complete our secure online application form, providing all requested information.

Our new digital application process uses Expresscheck to access 90 days of transaction history electronically, if you are on benefits accesses information required from Mygov and digitally verifies your identity via Green ID.

This is so we can verify your personal details and all the information required for the credit decision process electronically.

If your application is successfully approved you will sign your documentation electronically as well.


6. Do you deliver?

Yes. Your product/s is delivered to your door across most Australian towns and cities. Delivery is however dependent on the item, its availability and your location. You can insert your postcode into our website to check we deliver to your area. Once you have signed your lease, you will receive a delivery confirmation. Our standard delivery days are Mon-Fri, excluding public holidays.


7. How can I make a payment?

Setting up an automated payment method allows you to stay on top of your payments with ease, you can do this via direct debt or CPAY. Call us and we can help you through these options. Alternatively you can call 1300 889 938 to pay via credit or debit card over the phone or make a one off payment or via our online payment portal which you can link to here https://payments.radio-rentals.com.au/security/login

To see all our convenient payment options, visit our payment page www.radio-rentals.com.au/make-a-payment


8. What happens at the end of the contract?

At the end of your contract, please contact our friendly Customer Service Team on 131 181 to discuss your options.


9. What do I do if my item is faulty or requires a service?

If your item is damaged or faulty, please contact us immediately via 131 181 or by email customersupport@radiorentals.com.au. Alternately you can fill out our Repair & Replacement Application Form for Loss or Damage which you can find here www.radio-rentals.com.au/repair-replacement-application and we will be in touch with you around next steps.


10. Why are your stores permanently closed?

On 23 April, we announced the permanent closure of our stores however our Radio Rentals core business is continuing to operate with a new digital business model. We are very passionate about servicing your needs and are able to do so via our website www.radio-rentals.com.au 24/7 for your convenience. Our business is also committed to delivering ongoing innovation for improved online customer experience and product range to meet your needs.


11. How do I update my details?

To update your details, please call 131 181 and our friendly staff will assist you. Please be sure to let us know if you are moving or have a new contact number or email address so that we can stay in touch.


12. What if I am experiencing financial hardship?

If you are an existing Radio Rentals customer and experiencing financial hardship, please contact the team on hardship@thorn.com.au or 1300 600 650 for further assistance and to discuss your options.


13. How can I make a complaint?

We know that sometimes things don’t go as they should and problems may arise. If you are a Radio Rentals customer and have a problem or would like to raise a concern or make a complaint, visit www.radio-rentals.com.au/complaints.