FAQ

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  • Questions about theft, accidental damage and accidental loss

    • What happens if I accidentally lose or damage the goods I have rented?

      In most circumstances we replace rented goods that are accidentally lost or accidentally damaged anywhere in Australia and New Zealand under our FlexiCare Program. If the accidental loss or accidental damage occurs overseas during a trip of less than 28 days, the FlexiCare Protect feature will also apply to the goods. Read the full details in Terms and Conditions.

    • Am I eligible for FlexiCare Loaner?

      If the rented computer goods require repairs, you are eligible to receive a loaner of similar equipment for up to 60 days. FlexiCare Loaner is available only for:

      •computers
      •smartphones
      •tablets
      •digital cameras
      •gaming consoles

      The rented goods must be:

      •in one of the categories above and have had an original in-store cost of more than $500
      •your agreement must be a Flexi Advantage rental agreement
      •you must not be in arrears.

      If you live in a metro area, we’ll send the loaner goods to you within 48 hours of your request – if your request is made during business hours and stock is available. Contact the Customer Team on 1800 240 102 to request a FlexiCare Loaner.

      Once the original rented goods are repaired, if you do not return the loaner goods to us, we will charge you a fee of $880 (including GST).

      See the full terms and conditions around the use of temporary loaner goods in the Credit Guide and Terms & Conditions booklet.

    • Am I covered if the rented goods are stolen?

      In most circumstances we replace rented goods that are stolen anywhere in Australia and New Zealand through our FlexiCare Program. If the theft occurs overseas during a trip of less than 28 days, FlexiRent will also cover the goods. Read the full details and Terms and Conditions.

    • What should I do if the rented goods are stolen, accidentally lost or damaged?

      If the goods are stolen or accidentally lost you must:

      •Inform the police within 48 hours of the incident (VIC – IN PERSON, QLD – ONLINE, WA – ONLINE, NT/NSW/SA/TAS/ACT – ON PHONE 13 14 44)

      Irrespective of whether the goods are stolen, accidentally lost or accidentally damaged:

      •Contact the FlexiRent Customer Team on 1800 240 102
      •Provide them with the police incident reference number where relevant

      The Customer Team will then help you through the rest of the process.

    • Does it cost me anything to report stolen, lost or damaged goods?

      No. You can report an event if the goods are stolen, lost or damaged. However, if you would like FlexiRent to process an event a $110 fee applies for all incidents.

      Call the FlexiCare Team on 1800 240 102 to arrange a replacement. The processing fee is only charged on approved incidents.

  • Questions about the end of the term of the rental agreement

    • What happens at the end of the term

      FlexiRent will contact you in writing at least 3 months before the end of term to explain your end of term options. This will be a prompt for you to think about what you would like to do with the rented goods, and also whether you would like to upgrade to new goods or not.

      The most important thing is to contact us to nominate an end of term option prior to the end of your rental agreement. If you do not contact us, and you don’t return the goods to us, your rental agreement will continue on a month-to-month basis and you will continue to be charged a monthly rental payment.

    • What are the end of term options?

      Offer to Purchase: If you would like to own the leased goods, you can make us an offer to purchase them. You can offer any price but we have the right to accept or reject your offer*.

      Return: You can return the goods if you no longer want them. Goods can be returned to any of our warehouse locations listed in the table below. Goods must be returned in good working order, together with all accessories and manuals at your own expense.

      *All options are subject to our Agreement and our standard terms and conditions.

    • Who can I contact to discuss my end of term options?

      Call the FlexiRent Customer Team on 1800 240 102 to discuss your end of term options.

    • Who pays for the courier if I opt to return the goods?

      If you elect to return the goods, this is at your expense.

    • Can I end my rental agreement early?

      Yes. Your options are the same as the end of term options described above.

    • Do I own the rented goods at the end of the rental agreement?

      No, you do not own the goods. You can make us an offer to purchase the goods at the end of term of the rental agreement. You can offer any price, but we can choose to accept or reject your offer. If we accept your offer to purchase the goods, then we will transfer title in the goods to you.

    • What happens if I don’t choose an end of term option?

      If you don’t return the goods to us or choose an end of term option at the end of the rental term, the rental agreement will defer to a month-to-month arrangement. Monthly payments will continue as set out on the signature page, until the goods are either returned to us or you choose an end of term option.

  • Questions about payments

    • How do I pay for FlexiRent?

      Your monthly rental payments will be debited from your nominated bank or credit card account. If you chose to pay by credit card an administration fee applies. You can choose the best day of the month for that debit (for example – the day after payday).

    • Can I choose my payment date?

      Yes. You can choose which day of the month you wish to have your rental payments debited from your nominated bank or credit card account. If you want to take the goods home with you straight away and wish to select a future payment date, no worries, we’ll just pro-rata the payment between the date of delivery and your chosen payment date. An ‘interim payment’ will be payable.

    • How do I change my payment details?

      Call the FlexiRent Customer Team on 1800 240 102.

    • What happens if I can’t make a rental payment?

      You should contact the FlexiRent Customer Team immediately on 1800 240 102 and make an arrangement with us. Under the FlexiCare Program, you may be eligible for a waiver of your payment obligations in the event of involuntary unemployment, disablement, terminal illness or death. Alternatively, you may able to apply for Financial Hardship. See the Terms and Conditions for full details.