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Customer Service

How can we help you?

Rent4keeps prides itself on the best Customer Service. We are dedicated to assisting our customers throughout the rental process. Here are some options to assist you to connect with us at anytime before, after or during your rent4keeps rental.

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Returns

Rent4keeps has a returns policy that is linked to the manufacturer’s warranty. If your rental product is not fit for purpose because of a manufacturers defect, then we will work with you and the manufacturer or retailer to ensure your product is fixed or replaced in a timely manner.

If your rental product is damaged in transport when being delivered to you then rent4keeps will replace the product with the same, undamaged product. If the rental product is not what you ordered and differs to the rental product outlined on the rental agreement then we will, at our cost, organise the product to be returned and replaced with the product outlined on your rental agreement, so long as the product has not been used.

Repairs

We assist with repairs when caused by damage or misuse and we do everything possible to ensure the rental products are functioning perfectly during the rental term. If damage is caused by accident, neglect or misuse and is not under the manufacturer’s warranty, as deemed by the manufacturer or the retail supplier, charges will apply for repairs.

Warranty

rent4keeps offers full product support during the rental term and all products come with the manufacturer’s warranty. All warranties are in addition to your consumer rights under Australian Consumer Law. Manufacturers warranties may or may not outlive the rental period. These warranties do not override or limit consumer guarantees under Australian Consumer Law. Rent4keeps works with all customer to support them during the rental period and we strive to ensure all customers have the best after sales support possible. Our rental customer care team is available during business hours.

Recall Information

In some rare situations, our suppliers have product recalls.

Please contact your local R4K representative or phone us for assistance on 1300 76 30 20 so we can ensure your full customer satisfaction.

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Frequently Asked Questions

Yes, all renters are welcome, we have a variety of payment options including CentrePay

We understand credit history so contact us about your new rental product

We have terms of between 12 and 36 months, based on what suits your needs best. There are no upfront costs and no costs at the end of the rental term or when the agreement amount is concluded.

We assist with repairs when caused by damage and we do everything possible to ensure the rental products are functioning perfectly during the rental term. If damage is caused by accident, neglect and is not under manufacturer’s warranty, charges will apply for the repair.

All products are brand new and under manufacturer’s warranty. From time to time, we may offer a refurbished product but this will come with warranty and is an option for your choosing. Unless we specify a particular product on our website, all products are brand new.

To apply for a rental product, you will need 100 points of identification, proof of income and expenses to assess your affordability of the low weekly or fortnightly cost.

All products are delivered to you either directly by your local rental representative or by a third party freight delivery company

Payments can be made by direct debit, Ezidebit, CentrePay or by other arrangement with your rent4keeps local rental representative

If your rental product is faulty or requires a service, please contact rent for keeps immediately. You can contact your local rental representative directly on mobile phone (voice or sms) as published on the rental website or you can fill in our online form and we will get back in contact with you as a priority. You can also:

Dial our National number 1300 76 30 20 or use social media and message us with your postcode and phone number and we will organise a call back to assist you with the rented product.

Please contact rent for keeps immediately. You can contact your local rental representative directly on mobile phone (voice or sms) as published on our of our rental website or you can fill in our online form and we will get back in contact with you as a priority. You can also:

Dial our National number 1300 76 30 20 or use social media and message us with your postcode and phone number and we will organise a call back to update your details

If you are experiencing financial hardship, contact us as soon as possible so we can work with you to work out an arrangement.

How to contact Rent4keeps with a complaint

The simplest way to resolve a complaint can be made by contacting us directly.
If we aren’t able to resolve your complaint or you’d prefer not to contact the people who provided your initial service, our Compliance Team can assist. Here’s how to submit a complaint to our Compliance Team:

Email:
compliance@rent4keeps.com.au

Phone:
Contact our Compliance Team
+613 8877-7400 (Mon-Fri 9am-5pm AEST)

Mail:
Head Office Rent4keeps (Aust) Pty Ltd

R4K Compliance
35A Railway Road
BLACKBURN VIC 3130

When submitting a complaint, please provide any details or documents that will help us to better understand the problem and let us know how you’d like your complaint to be resolved.

How we’ll do our best to resolve your complaint

First, we’ll acknowledge your complaint and explain how we’ll work with you to resolve it. Whilst we’re able to resolve most complaints in a few days, we’ll let you know if we need more time.

Along the way, we’ll keep you advised of progress.

We will be focused on resolving this issue for you whilst also providing the appropriate teams with real-time feedback to help ensure the same issue doesn’t occur for other customers.

Need more options?

If you’re not happy with how we’ve resolved your complaint, you can either refer your complaint to the Australian Financial Complaints Authority (AFCA).

Contact the Australian Financial Complaints Authority (AFCA)

AFCA provides fair and independent financial services complaint resolution that is free for consumers. Before AFCA can investigate your complaint, they ask you to contact us first to see if we can address your complaint to your satisfaction. If your issue has not been resolved, you can lodge a complaint with AFCA.

Here’s how to learn more about AFCA and confirm if they can assist you:

Online:
www.afca.org.au

Email:
info@afca.org.au

Phone:
1800 931 678

Mail:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001