FAQ - JustRentLah | Rent Camera, Lenses, Drones and other Gears for your needs

Frequently Asked Questions

First Time Renters

HOW CAN I MAKE AN ONLINE BOOKING?

To make a booking, simply indicate the days you want to use it on the calendar of the cart tab. The shopping cart will automatically calculate your rental and shipping prices. After you have reviewed your order in the shopping cart, enter your payment information to place an order. We will confirm your reservation by email and process your order within one business day.

How are rental fees calculated?

Rental fees are based on the hire period determined by your Rent Start and Rent End dates. If you are renting for a 1-day shoot on 01 Jan, you should select 01 Jan as both your Rent Start and Rent End dates.
Alternatively, if you are renting for 7 days, you should select 01 Jan as your Rent Start date and 06 Jan as your Rent End date.

When can I collect / Return my order?

Collection Timing ( 1 Day before Rent Start Date)
Sat - Thu : 2.30PM - 5.30PM
Fri : 2.30PM - 7.30PM

Return Timing ( 1 Day after Rent End Date)
Daily : 10.30AM - 1.00PM

Operating Hours (Equipment Rental)
Sat - Thu : 10.30AM - 1.30PM, 2.30PM - 5.30PM
Fri : 10.30AM - 1.30PM, 2.30PM - 7.30PM

Lunch Closure
Daily : 1.30PM - 2.30PM

Eg if your rent start date is Saturday, you can collect your order on Friday between 2.30PM - 7.30PM. If your rent end date is Sunday, your order will be due for return on Monday by 1.00PM. You may return your order on Monday between 10.30AM - 1.00PM or earlier (During business hours)

Where can I collect / Return my order?

All order collections / returns will be at our office located at 6 Ubi Rd 1 #07-11, Wintech Centre S(408726).

Do i need to bring any documents?

If this is your first-time renting, we will require the following items
- Identification Card (NRIC/FIN/EP/WP)
- Proof of residency in Singapore

Note: Minimum age requirement is 18 years old. Renters under 18 must have a parent/guardian to facilitate with the rental.

WHAT QUALIFIES AS A PROOF OF RESIDENCE

We accept documents that are indicative on an ongoing relationship between the sender of the correspondence and the customer (Eg. recurring monthly invoices).

Generally accepted documents include:
- Utility / Telco Bills/ Credit Card / Bank / Insurance Statements
- Rental Contract / Tenancy Agreement
- Government Letters

For your proof of residency to be valid it must also fulfill these requirements
- Include your name in full, your current address, a date stamp
- Legal and traceable document
- Date stamp must be less than 3 months old

However, whether a document is acceptable under these criteria will be handled on a case by case basis by our staff performing verification. If your document does not meet the above criteria additional information may be requested. If you are unable to produce these documents on the day of collection, we will not be able to issue any equipment to you. The goal of this process is to make sure that no identity theft has taken place, and that whoever is collecting the order is who they say they are.

is there an approval process

All orders submitted go through an approval process. After you submit an order, we cross check the information provided to establish your identity and trustworthiness. For most customers, the information provided is enough for us to approve your order.

For some customers, we may contact you via email, text or call and ask for additional information or to get something clarified. If we ask for more information and never hear back from you, your order will be cancelled.

Occasionally even when all additional information is provided, we may not be able to approve an order without a deposit. Our goal is to make sure that each of our potential customer is the type of person we want to entrust our valuable equipment to.

is there a security deposit

We are able to process most orders without a security deposit. However, we may request for a refundable security deposit depending on the equipment itself or based on our review of your order based on a selection of criteria. Also, if you are renting from us for the first time a refundable security deposit may be required (See approval process).

CAN I BRING THE EQUIPMENT OVERSEAS?

Absolutely!

can someone else collect my order FOR ME?

If you are unable to collect your order, you can elect for someone else to collect if for you. Please make sure that they have filled this Letter of Authorization form (LOA) and have the correct documentation (See LOA). These are required to be shown on order collection.

when do i make payment?

For online webshop orders
You can complete payments online when checking out

For offline orders
For non webshop orders, we will send you a payment link via Whatsapp (or other platforms). Please note that if you opt to pay via cash or pay in store, we will be unable to reserve the equipment for you as your order is considered unpaid and pending confirmation.

What payment methods do you accept?

We accept payment via Cash/PayNow/Credit Cards

Return of equipment

All equipment should be packed in the same way as they have been received. Equipment that are returned via our pick up service will only be deemed to be returned in good order after the equipment arrives at our office for inspection.

Order Cancellations, Refunds & Early Returns

What is your poliCY ON CANCELLATIONS?

If you cancel your order at least 48 hours before your order's Rent Start, there is no penalty for cancelling your order. Cancellations with less than 48 hours notice will incur penalties as specified (excluding refundable deposits if any)

Less than 24 hours notice: 100% of total rental fees
Less than 48 hours notice: 50% of total rental fees
More than 48 hours notice - No fee (except special order items)
*Special order items include subrentals, custom equipment, services etc.

You may request for a one time change of rental date(s), the new rental dates must take place within 3 months of the canceled Rent Start. No refunds or credits will be provided thereafter.

Early Return & Unused equipment

We do not provide refunds, discounts, credit for early returns or unused equipment.

How long do refunds take?

Generally refunds are processed within 0-3 days after equipment return, as we may require additional time to inspect your order. By default, all refunds will be submitted to your original mode of payment. After we have processed your refund, a screenshot or proof of refund will be sent to you (typically via Whatsapp)

Refunds for credit or debit card
Refund takes between 5-10 working days to appear back into your account. The reason it can take so long is because both Stripe(our online payment provider) and the bank that issued your card need to process the refund.

Refunds for bank transfers or PayNow
Refunds take 0-3 working days to appear back into your account.

Refunds for cash payments
Refunds for cash deposits are usually made on equipment return. However, if additional time is required to inspect the returned equipment we may issue a refund via other payment methods such as bank transfer.

Rental Extensions & Late Returns

CAN I EXTEND MY RENTAL?

If you need to extend your rental, please get in touch with us as soon as possible. If the equipment has not been reserved for another customer, we will happily extend your rental. This additional charge will be the balance of the outstanding hire period (inclusive of discounts, if any).

If you originally rented for 1 week and wish to extend your rental by another week , you will be charged the difference between the 1 week and 2 week rate, not another new 1 week rate. In other words, it will be as if your rental was for 2 weeks initially, much cheaper this way.

Note: If the equipment has been reserved for another customer and your extension request is declined and/or you do not inform us and fail to return the equipment on time. Your late return will be treated as a new order at non discounted rates instead of an extension, all fees are chargeable until the equipment is returned.

how are late fees calculated

There is generally a 30 minute grace period for all rentals. The default return time is 1.00PM (daily), for orders returned after 1.30PM you will be charged an additional day rent. Eg if you rented a camera for 7 days, but returned it after 1.30PM you will be charged for 8 days rent. Please note that our lunch break is between 1.30 - 2.30pm. Basically any orders returned after our lunch break, an extension fee would apply.

If your return your order late without requesting for an extension will be considered as a new rental (discount not applicable). This means that it is cheaper to extend a rental than to return your order late.

what happens if i forget to return an item

Let us know as soon as possible. You can either mail it back to us or drop by our office on another day to return it.

In the meantime, the details of our return address are included here:
JustRentLah
6 Ubi Rd 1 #07-11 Wintech Centre S408726

Please include your name and address at the back of the mailing package. Once you get it shipped please forward us the tracking information so that we can keep track of its shipping status. If it's something of high value, we will require a security deposit to be placed. The deposit amount will be refunded once the item is returned to us.

Additionally some items are essential to the operation of an item and may prohibit future rentals until the accessory is returned. In this case additional rental days may be charged until the accessory is returned or replaced.

i forgot to transfer my files

If you forget to your files, let us know immediately. Provided that the storage device has not been formatted, we are able to upload your files onto our local server where you can download from later. We recommend extending your hire period to allocate additional time for file transfer.

Delivery & Pick Up Service

How much does delivery / pick up cost?

We offer island wide delivery / pick up service at $20-$30 per trip, this means that delivery + pick up costs $40 or $60.

Delivery/Pick Up Service (Standard) @ $20/Trip
- Weight Limit: 5KG
- Size Limit (LxWxH): 40 x 30 x 30 cm

Delivery/Pick Up Service (XL) @ $30/Trip
- Weight Limit: 500KG
- Size Limit (LxWxH): 230 x 120 x 120 cm

What are your delivery / pick up timings?

Generally delivery and pick up services timings are:
- Delivery ( 1 Day before Rent Start Date): 2.30 - 8.30PM
- Pick Up ( 1 Day after Rent End Date): 9.30AM - 1.30PM
- Cutoff Time: Daily, 5.30PM

Eg if your rent start date is Saturday, the default delivery will be on Friday between 2.30PM-8.30PM. If your rent end date is Sunday, the default pick up will be on Monday between 9.30AM-1.30PM. You may request for delivery or pick up on Sunday between 9.30AM-8.30PM.

Does delivery / pick up include setup / teardown

No, setup or teardown of equipment is not provided. If you require Set Up / Teardown service, this will cost $25 / 30min or part thereof

Where do you deliver / pick up from?

We provide delivery / pick up service anywhere on mainland Singapore. We will only deliver / pick up equipment from home, office address and from prominent events and functions. We will not deliver to public areas or vague addresses such as void decks, mrt stations, parks and military bases. We will also need you to be contactable and present during the delivery / pick up time frame. For deliveries, your presence and signature is required as the equipment can only be handed over to you, nothing can be left at common areas eg. behind a door, electrical risers etc

Payment of rental and delivery / pick up charges

Prepayment is required for all deliveries and pick up services. We will not deliver or pick up from you unless the payment has been made in full. If there is a deposit on your order, you can request for the delivery / pick up charges to be deducted from your deposit

What if i require multiple delivery / pick ups?

Since deliveries and pickups are charged on a per trip basis, the total delivery / pick up fees will be multiplied based on how many trips are required. For instance if you miss a delivery and require a redelivery, you will be charged $40.00 (2x $20.00)

Can I engage my own courier?

Yes, you may engage a third party courier if you are a registered customer and have already made payment for your order. Please inform our staff beforehand that your order will be collected or delivered via a courier. Please note that you will assume and bear the risk of damage during transit when using a third party courier service, and are liable for additional charges for any extra time that the equipment is in transit or late.

Can i use multi stop courier services? (grabexpress 4h)

Technically you can, however we strongly discourage using multi stop courier services as the chance of having your order getting lost or delivered / returned late is much higher.

Gear Questions

What condition will the equipment be in?

We aim to provide our customers with the best gear possible, its our goal to never have our gear look or act like "rental gear"

Before and after each rental, we inspect each equipment visually and test them to ensure that they are working normally. For lenses, we test them for focus, sharpness and take pictures with it. We guarantee that the glass is clear and the pictures it takes are sharp.

Since our equipment are used regularly, there will probably be some cosmetic wear and tear on the barrels etc. There may be some internal dust in some lenses (Telephoto zooms are especially known to collect it). If there is any effect on image quality the lens goes off for servicing, otherwise it remains in service.

Can you guarantee the equipment will work as promised?

We wish we could but unfortunately we can't. We promise that we will do everything we can to ensure that our equipment are working. However even with all these precautions, equipment failure do happen from time to time.

What happens if the rented equipment does not work

Despite our stringent inspection process, sometimes accidents or equipment failure can happen. In the event of equipment failure during your rent, please notify us immediately. The sooner you can communicate any issues, the more options we will have in sourcing replacement equipment for you.

THE MEMORY CARD YOU PROVIDED HAS ISSUES, WHAT CAN I DO?

Before each rental we test the included memory cards to make sure that everything is in working order. However, memory cards do fail from time to time, this is something that we have no control over. For most cameras, we include a SD card, this is meant to be used as a backup card. We encourage customers to use their own memory cards especially for important shoots.

No refunds will be provided in the event that the included memory card fails to perform. If the memory card is salvageable we are able to perform data recover service at no additional cost.

Do you include protective filters?

We include clear protective filters for most lenses that have a filter thread. They are typically B+W or Hoya filters.

Do You include bags?

Yes, either a lens case or camera bag is provided with each order. The provided bags are primarily meant for transportation and protection, if you wish to swap the included bags for a different one (Eg. Switch to bag pack instead of lens case) that's absolutely fine. Please note that bag selection are subject to availability.

Damage and Loss Events

What if the rented equipment is damaged during use?

We understand that accidents happen and promise not to get mad. In case of damages please inform us as soon as possible. Do not attempt to repair it yourself as unauthorized repairs may void the manufacturer's warranty and may cause even more damage.

Typically we will keep a deposit amount of $200 obtain a repair quote from our repair partners / service centers. If there is no deposit on your order you may be asked to provide one. In the event that the repair or replacement timeline is too long, during which we are not able to rent out the equipment. You may be charged an inconvenience fee, the amount payable will be assessed on a case by case basis.

We will send you an email summarizing the damage based on our initial assessment. Our team will then send the equipment to be professionally assessed and repaired. This process can typically takes 1-4 weeks depending on the severity of damage. Once the equipment is repaired we will contact you with the cost and arrange payment. Please note that we expect repair bills to be settled promptly by the responsible party. We will not work with your insurance provider to settle claims.

What do you consider as damage

Any major scratch, scuff mark on the glass, impact or water damage to the body or internal mechanisms. Minor scuff marks to the lens barrel, hood, body of the equipment are considered normal wear and tear, not damages.

What happens if the rented equipment is lost or stolen

In both scenarios, you will be responsible for the new replacement value of the item.

Do you offer insurance plans

We do not offer any insurance coverage.