Renters FAQ

I'm enquiring

I only need to rent appliances for a short period, can I do that?

Yes, all rentals are month to month (minimum 2 months) meaning you can rent for as long as you like.

How does 2ndLease work?

2ndLease is a rental marketplace allowing you to rent household items from people in your community. To rent an item, simply enter your location and browse goods in your area. Once you've found an item that suits your needs, simply add it to your cart and confirm your order.

What are the terms when I rent with 2ndLease?

2ndLease offers month-to-month renting, no lock-in contracts and replacement guarantee.

What condition are the goods in and are the goods cleaned?

All goods rented through 2ndLease are typically 2ndhand, however must be of a certain quality to be approved on the 2ndLease platform. Partners are required to ensure their goods are clean and operable before they are listed.

What is 2ndLease's refund policy?

Customers can request a refund of their order if their request is made 24hrs prior to the goods being dispatched. Refunds are not given after the goods have been dispatched, however we do provide very flexible terms so you can return the goods at any time so long as notice is given.

I'm looking for something that isn't on the platform yet, can you find it for me?

We sure can! Just submit a request for a product via our product request page and we'll try our best to source the product for you as quickly as possible. We may not have any partners in your area yet, if you think there should be, submit a product request anyway.

Is there a delivery fee?

No, 2ndLease is all about affordable access to the goods you need. Our partners take care of the delivery process, saving you money and time. *charges may apply if there are stairs or an additional person required.

What are the benefits in renting with 2ndLease over a traditional retailer?

Consumer behaviour is changing to favour renting of assets over ownership as we continually prioritise flexibility and convenience more and more. People are finding that renting goods lets them enjoy the important things in life, without worrying about the burden or hassle of ownership.

Is there a minimum rental period?

Yes, there is a 2 month minimum rental period. However if you need to return it before the end of the 2nd month, we are flexible.

Can I rent an item for less than two months?

Yes, however you will be charged for two months rent as per our minimum rental period.

Where do the goods come from?

It depends on the product you're ordering, but typically you'll be renting from suppliers in your community we refer to as 'partners'. As a marketplace, we have partners across all of Australia.These partners may be individuals or small to medium sized appliances businesses who all have a passion for their products.

I'm making an order

What happens after my order has been processed?

Once your order has been processed and your documentation has been submitted, your order will either be approved or declined.

How do I place an order?

Once you've found the right good, simply add the product to your cart and complete the checkout. Before your order is approved, you must submit your documentation, which can be done here. You will be asked to do this upon receiving your confirmation email after placing an order.

What happens if my order has been approved?

Once your order is approved, your local supplier will contact you to arrange either pickup or delivery as per your order.

What happens if my order has been declined?

Unfortunately some orders are declined due to insufficient documentation or it does not meet 2ndLease requirements. In this case your order will be cancelled and refunded in a timely manner.

What happens if the submit checkout button says 'please review your delivery address and installation details'?

This means either you haven't entered your delivery address, or that one or more of your products in not available in your area. Check the products in your shopping cart and remove the products with the red cross. Please review your delivery and installation details to ensure you haven't missed any fields.

How do I cancel an order before it's been delivered?

No problem, log into your account and click "Return an item". From there you will see a list of your orders. Choose the order which corresponds to the item you want to return and select 'Return this item'

I'm renting

What if my goods break down?

The 2ndLease replacement guarantee ensures that if at anytime your goods breakdown, we will replace it with a similar product or better, at no cost to you!

What do I do if I have a query about the product or its use?

Contact the partner if you have a question about the product or it's use. If the partner does not respond within a reasonable time or is unable to assist you, please contact 2ndLease at [email protected]

Can I transfer my rented appliance to someone else?

Yes, we can organise the appliance to be transferred to someone else's name at that address. Simply call or email us, so we can get their details to arrange a new agreement to set up for payment and communication., and so we can send you details of the change.

I am moving house, can I move the goods I'm renting?

Yes, just make sure you notify us immediately if you plan on moving any of the rented goods. Furthermore, you need to get prior approval from the partner via 2ndLease, as you can only move within the partner service area.

My good has stopped working, what do I do?

If your good has stopped working, please report an issue through the product under order history in your 2ndLease account.

Can I upgrade or downsize to a different item?

We understand circumstances change, so if you need to upsize or make a change, we allow you to upgrade or downsize at any time. Just send through an email to us on [email protected] so we can help. Your upgrade or change in item may result in additional delivery, collection and/ or rental costs.

What happens if I accidentally damage an item whilst I'm renting it?

We understand that accidents do happen. If you happen to damage the good whilst you're borrowing it, you will be responsible for the cost of repair or replacement. Please contact 2ndLease via your account to report on the issue.

What if I want to buy my product?

If you are so happy with your product that you want to buy it, you can submit an offer to purchase the product via your account.

Account and Payment

What costs do I need to pay at checkout?

On checkout, you will pay the first month rental payment and the 2ndLease service fee.

How do I pay my monthly rent?

You will be charged a direct debit to the same payment details you entered upon checkout.

When is my monthly rental payment taken?

The monthly rental payment is either the 1st or the 15th of each month, depending on when you ordered the product.

How can I pay the collection fee?

Upon request for an item to be collected, if there is a collection fee applicable you will be invoiced for the cost of the collection, which is ther same as the delviery cost. You can pay this collection via the pay now button on the invoice, or bank details provided.

What happens if my payment is declined?

You will receive a reminder notice if your payment is not processed, which includes the outstanding invoice please follow the instructions and pay urgently.

Do you charge any hidden fees or interest?

Whilst we don't charge any interest whatsoever, we do charge a small service fee for 2ndLease to cover the costs of the 2ndLease platform.

What payment options are available?

All payments are made online through 2ndLease, accepting Visa and MasterCard. Payments are charged monthly and must be paid in advance. Invoices can be paid via the pay now button or via the bank details provided.

I think I might struggle to afford my payment this month, what do I do?

If you have insufficient funds available on the day of payment, call us before your payment is due to be taken to make alternative payment arrangements. Penalties may apply if your payment is not received and you have not contacted us. Please see your rental agreement terms and conditions for details.

Do I have to pay a deposit as security?

No - we found it was preventing some of our customers from accessing the things they need most. So instead, all we do is take your credit card details as security, however we will only charge authorised payments.

I can't log in to my account, what should I do?

First, try the 'reset password' button on the login screen. This will send a password reset to the inbox of the email attached to your account. If this doesn't work, send an email with your name and problem to [email protected] Please make sure that if you're a customer you're logging in through the customer portal and if you're a partner, you're logging in through the partner portal

How do I update my contact details?

To update your contact details, log into your 2ndLease account and select 'Edit your account information'.

How do I update my address details?

To update your address book, log into your 2ndLease account and select 'Modify your address book entries'. From there you can then choose to edit an existing address or create a new one.

How do I update my payment details?

To update your payment details, log into your account and on the account dashboard click 'Edit your account information'. Press continue

Where can I view my order?

You can view your order by logging into your 2ndLease account and viewing your order histor

I'm having trouble uploading my verification documents

If the submit documentation page isn't working for you, email your documents directly to [email protected]

How do I change my password?

You can change your 2ndLease password through either My Account once logged in, or by selecting 'Forgotten Password' on the login page.

Can I pay cash when my product is delivered?

No, all 2ndLease payments are done electronically.

Delivery/Pickup

How long does delivery usually take?

Typically 1-3 days after the order and customers documents have been approved, depending on the delivery schedule of the partner and availability of the customer.

What happens if the goods are not delivered when they are supposed to be?

First, contact the delivery person to double check their status. If you haven't heard anything back frmo them, please contact 2ndLease at [email protected] or call 1300 633 015.

How do I know I have received the right item?

When you receive the goods you will be asked to sign the delivery docket that confirms you have received the product you ordered. If there are any issues please call 1300 633 015 (M-F 9-5pm) or email [email protected] and we will take care of any issues. 2ndLease guarantees your appliance will work, and if it stops working we will replace it with an equal standard good as soon as possible.

Can I pick up the goods myself?

Some partners allow you to collect an item from their location. You will be able to view this option at checkout.

I need my goods delivered at a certain time, is this possible?

Whilst all of our partners will try to fit into your schedule, this may not always be possible. Once the order has been placed and approved, the partner will contact you to work out the best time for delivery.

Collection/Return

How do I return an item?

Login to your 2ndLease account and click 'return an item under the 'My Orders' heading. From there, select the item you would like to return and select 'view order' on the item you would like to return. From there, select the blue button which says 'Return this item' under the action column.

Do I need to clean the items before I return them?

Just as you would expect the partner to provide you a clean product, we expect that all rental items are handed back in the same condition they were delivered (clean!). A cleaning fee may be charged if items are returned exceptionally dirty or stained.

Is there a collection fee?

Yes, the collection fee is the same as the delivery fee for each order, therefore if your delivery was free then so is your collection.

What happens if the goods are not collected when they are supposed to be?

Please contact 2ndLease at [email protected] or call 1300 633 015 and a member of our customer success team will assist you.

Security and Screening

Will I need to insure the item while I rent it?

You are responsible for the item while it is in your possession. If you choose not to have contents insurance, any loss or damage to items will be your sole financial responsibility.

Why does 2ndLease need to verify me?

2ndLease verifies it's renters to ensure they are who they say they are, and that they can afford to pay for the goods they ordered.

What documents do I need to show to be a 2ndLease renter?

As a renter you are required to submit certain documentation to be approved to rent an item. You can see what you're required to provide on our required documentation page. On this page you can also submit documents prior to checkout to see in advance if you pass our requirements.

Are my payments secure?

All payments are done via eWAY which is an encrypted payment gateway. Furthermore, your payment details are held securely by eWAY.