Frequently Asked Questions
Where around Australia do you service?
We have offices in Melbourne, Sydney, Brisbane and Perth, and can deliver almost anywhere! Create an account online to see what’s available in your area, or give our customer service team a quick call on 1300 723 808 and we can check for you.
What Payment Methods Are Available?
We have several methods of payment available, including direct debit from your bank account, payment by debit or credit card, Centrepay for qualified customers and a number of government benefits (please note that gaming consoles aren’t available on Newstart Allowance). Visit the Centrelink website for more information on Centrepay payments. www.humanservices.gov.au/centrepay
Are your products new or second hand?
The products you see on our website are brand new, and we have a range of nearly new ex-rental products that you can apply for by calling us on 1300 723 808.
How long are your rentals?
We want what works best for you, so you can choose from 12, 18 or 24 months.
Unfortunately we are unable to provide shorter term rentals for a few days or weeks as well as rentals for staging furniture, event and party hire.
What’s the process?
1. Browse our product range to find the rental that you need
2. Click ‘Apply Now’ online or call 1300 723 808
3. Submit an application along with your bank statement, Centrelink Income Statement and proof of ID
4. Our credit team will assess your application to check that renting is right for you
5. Once approved and you’ve made the required initial payment we’ll arrange for your item to be delivered to your door!
Do you do credit checks?
We carry out an internal financial assessment to make sure the rental you're applying for is affordable for you, and also do a quick check with other rental providers. We do not do any broader credit checks though, such as Equifax (previously Veda).
What’s the catch?
There is no catch, no hidden fees, no hassle and absolutely no bull! Whatever you need, we’ll try our best to set up a rental plan that will work for you and within your budget.
How do I know if my application has been approved?
You’ll receive an SMS notification to advise whether your application has been successful. The assessment takes around 3 – 4 business days from when you submit it with the supporting documents, and if our assessors need any further information from you they’ll be in touch.
How quickly will I receive my order once I’ve applied?
Once you’ve completed your application and submitted the paperwork, it will be assessed by our credit team within 3 – 4 business days. Once approved and we’ve received your initial payment/s we’ll dispatch your order. Delivery can take a few days, depending on the product and your location, and we’ll send you tracking details once it goes out.
Do you offer same day delivery?
Due to the application and assessment process we cannot offer same day delivery. If we receive all required information with your application, it passes our assessment, and you make the upfront payment promptly, we’ll send your order out as quickly as possible.
Why do I have to pay before you send my order?
As part of our verification process we need to authenticate your bank account so we know the details provided are correct. For new customers and customers changing bank accounts, we require one or two fortnightly payments, depending on the product. As soon as this is received we mark the order for delivery.
Where’s my order, I haven’t received it yet?
As soon as we dispatch your order you’ll receive tracking details, so you can see exactly where it is. If you haven’t received tracking details it may be because we are still awaiting income and identification documents or the first one or two fortnight’s payments. To see if there’s anything outstanding on your end or if there’s any delays with the item you’ve ordered, just contact us or give our customer service team a call on 1300 723 808.
How do I collect/receive my order?
We send everything to you at no additional cost for standard deliveries. This may be via Registered Post, through our own delivery trucks, or from a supplier in your local area. Additional costs may apply in some circumstances, e.g. if you missed an appointment requiring a return visit, or other complications that may require extra costs.
I’ve just had my application approved – can I add another product to it?
If you want to add another product we can amend your application, however it will need to be resubmitted to our assessment team. If you’d like to add a product please contact us or give our customer service team a call on 1300 723 808
Does my rental have a warranty for the entire contract?
All products come with manufacturer’s warranty, and if that runs out before the end of your contract we’ll take over and keep you covered.
If you accidentally damage the goods we can get them repaired for you at the cheapest possible cost. Usually we’ll let you add these costs onto your contract rather than having to fork out up front, and we don’t charge you a fee on top of that – what it costs is what you’ll pay. Unfortunately, the cost to repair some damage may be too much to justify from time to time, but we’ll always look at the best way to resolve your issue.
What if something happens and I can’t continue with the rental agreement?
Sometimes things happen – we understand that. If you need to return your product, that’s fine with us, and there’ll be no additional costs if you return the products in good working order. Any outstanding payments will need to be paid before we can terminate the contract though.
Can I pay out my rental agreement early?
Absolutely, just contact us or give our customer service team a call on 1300 723 808 and we’ll let you know how long is remaining on your contract and what your payout figure is.
You’ve got a newer version of my rental product – can I upgrade?
Depending how far you are into your agreement and whether you’d like to keep your existing rental, we have a number of options available around upgrading. To find out your options just contact us or give our customer service team a call on 1300 723 808.
Can you order me a specific product?
Our focus is to provide the most affordable prices on essential products, so unfortunately, we can’t take custom orders outside of our existing product range.
Do I own the product at the end of the rental?
As it’s a rental, you don’t automatically own the product at the end of the contract. When your contract finishes you can make an offer to purchase the products outright. We’re a pretty accommodating bunch and accept reasonable offers.
There’s some things I’m still not sure about, how can I get in touch with you?
The quickest way for you to get in touch with us is via Live Chat on our website, or by calling us on 1300 723 808. Alternative you can submit an enquiry and we’ll call you back!.
How does enabling technology work on my mobile phone?
Enabling Technology has been built in to your mobile phone allowing Essential to locate your handset if it gets lost, disable the device if it is stolen, and send a message to the person with the phone if stolen.
We may also use this technology should there be payments overdue on your rental, in which case you should contact us immediately.
Essential will not use the Enabling Technology to view, use or transmit any information on your handset.