Service & Repair Process

My Canon product needs a service – what should I do?

If you require a Fixed Price Service (i.e. Maintenance or Upgrade Services), you can Arrange a Service for your product by using our Canon Online Service & Repair Portal, where you will be guided through the process of raising your request.

As there may be small local differences per country, please check the support pages for your country of residence via our country selector.

My Canon product is not working – what should I do?

In the first instance, we suggest that you refer to our Product Support which contains information that may be useful in helping you resolve your issue. After selecting your product, you will have access to frequently asked questions, user manuals, drivers, software and firmware downloads

Alternatively, you can Arrange a Repair for your product by using our Canon Online Service & Repair Portal, where you will be guided through the process of raising your request and offered troubleshooting advice (if applicable).

As there may be small local differences per country, please check the support pages for your country of residence via our country selector.

My Canon Product needs to be serviced or repaired – what are the next steps?

1 - Request your service or repair

Please use our Canon Online Service & Repair Portal to initiate your request by navigating to Arrange a Service or Arrange a Repair.

You will be guided through the relevant steps to provide all relevant information (i.e. request type, fault information, proof of purchase etc) and can add additional products to your request (where applicable).

You will be advised of the applicable service location - either a Canon Professional Service Centre or a Canon Authorised Service Partner for your product. Please be aware that Canon Authorised Service Partners are independent organisations and therefore operate with their own terms & conditions. Therefore, you may wish to contact them for further details, prior to sending any products for service or repair to them.

Depending on your product, we may guide you towards our Support team so they can provide further assistance.

2 - Upon submission of your Service &/or Repair request, please print your ‘Order Summary’ to return with your product

Once you have submitted your request, you can print your ‘Order Summary’ and a copy will also be emailed to you (in case you need to print at a later point). Your ‘Order Summary’ will capture all details of your request and should be provided with your product, when sending into the service location (either a Canon Professional Service Centre or Canon Authorised Service Partner). This will enable the service location to confirm receipt of your product(s) and provide them with all information needed to process your request.

3 - Ensure that the product is securely packaged for transit

By sending an item to a Canon Professional Service Centre or our Canon Authorised Service Partner, you are not entering into an agreement with Canon, therefore Canon will accept no liability for any loss or damage that occurs during transit.

We recommend that your product is safely and securely packaged. Please refer to your User Manual for shipping instructions, as failure to do so may cause further damage during transit. Depending on the value of the product, you may also wish to consider insuring the shipment. You also have the option to take your product(s) in person to a Canon Professional Service Centre or Canon Authorised Service Partner.

4 - Once I have sent my product in for service or repair, what happens next?

Where a product has been sent to a Canon Professional Service Centre:

Upon receipt, your product(s) will be registered into our system and an acknowledgement message will be sent to you to confirm receipt.

Once your order has been processed and your product(s) have been assessed, we will either immediately proceed with your request (subject to our Terms of Service & Repair) or where applicable contact you to request your approval to proceed (i.e. in the case of Time & Cost Quotations).

Order acceptance and the completion of the contract for the purchase of the Service & Repair takes place when we initiate the requested Service or Repairs unless we have notified you that we do not accept your order. The terms of your contract will be stored by us and you will receive a copy in your order acknowledgement.

You will be able to use our Canon Online Service & Repair Portal to check the status of your request and where necessary interact with the Canon Professional Service Centre.

Where a product has been sent to a Canon Authorised Service Partner:

Please be aware that Canon Authorised Service Partners are independent organisations and therefore operate with their own terms & conditions and processes. Therefore, you may wish to contact them for further details, prior to sending any products for service or repair to them.

Please note: The above information is provided for customer advice only and does not constitute an agreement of any kind between Canon and the customer. The specific terms and conditions of the Canon Professional Service Centre or Canon Authorised Service Partner will take precedence over all information provided on this page.

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Service & Repair FAQs

Q: I would like a Service, what are my options?

A: In the event that you would like a service for your Canon product, Canon Professional Service Centres are able to offer you a range of fixed price service options depending on your product(s):

• Maintenance Services: You can find information on our maintenance page
• Upgrade Services: You can find information on our upgrades page
• Express Services: You can find information on our express services page

You can Arrange a Service for your product by using our Canon Online Service & Repair Portal, where you will be guided through the process of raising your request.

Our Canon Authorised Service Partners may offer similar or equivalent services.

Q: My product is faulty, what are my options?

A: In the event that your Canon product develops a fault, we provide a network of service locations (consisting of Canon Professional Service Centres and Canon Authorised Service Partners) who will be happy to repair your product to the original Canon specifications.

You can Arrange a Repair for your product by using our Canon Online Service & Repair Portal, where you will be guided through the process of raising your request.

All service locations within our network can accept repairs either via post/courier delivery or in person.

Where your product is covered by a Canon Commercial Warranty offering, any repairs performed will be free of charge to you (subject to the applicable terms & conditions which can be found via our Warranty Hub). Where your product is not covered by a Canon Commercial warranty offering, any repairs performed will be on a chargeable basis.

Alternatively, as a consumer, you benefit from statutory legal rights covering the sale of goods and you may wish to contact the seller who you purchased your product from to discuss any support options that they may be able to provide.

Q: My product is faulty and is not covered by a Canon Commercial Warranty. How much will the repair cost?

A: In the event that your Canon Commercial Warranty period has expired or the nature of the fault is not covered by it, Canon Professional Service Centres are able to offer you a range of chargeable repair options depending on your product(s):

• Fixed Price Repair: You will be provided with a fixed price, prior to sending your Product(s) to a Canon Professional Service Centre. This fixed price is offered for faults caused by normal wear & tear and will include the cost of all required spare parts, labour and return shipping. If the defect is found to be caused by other circumstances (i.e. impact or liquid damage) we will contact you to offer a Time & Cost Quotation.
• Repair Limit: You can set a Repair Limit (i.e. maximum repair fee), prior to sending your Product(s) to a Canon Professional Service Centre, however a minimum value applies. This acts as your authorisation for us to proceed with the repair and no quotation will be provided. If the repair can be completed for a fee lower than the specified Repair Limit, you will only be charged the lower amount. The provision of a Repair Limit may result in a faster repair turnaround time for you and your repair will also not be subject to a rejection fee (applicable if you request a Time & Cost Quotation)
• Time & Cost Quotation: You can request a Time & Cost Quotation, where following arrival at a Canon Professional Service Centre a technical diagnosis will be performed. We will then provide you with a quotation detailing the anticipated costs to repair your Product(s), which you will have the opportunity to either accept or decline, prior to any repair work commencing. Should you decline our quotation, a rejection fee may be applied to cover the cost of inspection.

All of our Chargeable Repair options are subject to our Terms of Service & Repair.

Where your applicable service location is a Canon Authorised Service Partner, they will also be able to offer you a Chargeable repair. However, the exact options available to you may differ and will be subject to the Canon Authorised Service Partners terms and conditions.

Q: My product is faulty, can it be exchanged instead of being repaired?

A: The applicable method of repair for your product will be determined at the sole discretion of the Canon Professional Service Centres and Canon Authorised Service Partners.

Alternatively, you may wish to contact the Seller who you purchased your product from to discuss any support options that they may be able to provide.

Q: Do I have to include any accessories when I send my product for repair?

A: When using the Canon Online Service & Repair portal, depending on the nature of the fault you indicate we will advise you on whether we believe the applicable Canon accessory should be included when sending your Product(s) in for repair.

For example, if you are experiencing a power issue with your product then the cause may also lie with the battery or charger, so we may indicate these should be sent with your product.

However, in general, unless you feel there is a connection between the fault and the applicable Canon accessory it is usually best to retain them and only send in the faulty product.

Q: How should I package my product if I am sending it in for service or repair?

A: Please ensure that your product is safely and securely packaged and refer to your User Manual for specific shipping instructions, as failure to do so may cause further damage during transit.

We recommend taking the following steps for Printers:

• Turn off your printer by pressing on/off button to secure the printhead in the correct position
• Unplug all cables and wrap them separately in a plastic bag.
• Remove any paper from the printer and close its paper trays.
• Secure the trays in place with a few pieces of tape.
• Ink cartridges (even if empty) must be left inside printers (as failure to do so risks damage to the printhead and will invalidate any Canon commercial warranty)
• Pack the printer in its original packaging if you still have it, ensuring you cushion the printer with bubble wrap or paper to prevent it from moving within the box and secure it with tape.
• Alternatively, if the original packaging is no longer available, place the printer into a double wall (thick) box and cushion with bubble wrap or paper until it is secure and not moving in the box.
• Place your ‘Order Summary’ in the box with the product.
• Secure the box with strong tape. Double tape the top and bottom of the package for extra support.

We recommend taking the following steps for Photo and Video products:

• Prior to packaging, please save any settings (if applicable), as your product may need to be reset to the default factory settings during repair.
• Remove accessories such as batteries, memory cards, battery chargers, cables (unless related to the product fault).
• Ensure that you place your body/lens cap onto your product and always package your photo/video bodies & lenses separately (i.e. not attached) to protect them during transport and note that we will not supply a new body/lens free of charge following completion of your repair/service.
• Pack the product in its original packaging if you still have it, ensuring you cushion the product with bubble wrap or paper to prevent it from moving within the box and secure it with tape.
• Alternatively, if the original packaging is no longer available, place the product into a double wall (thick) box and cushion with bubble wrap or paper until it is secure and not moving in the box.
• Place your ‘Order Summary’ in the box with the product.
• Secure the box with strong tape. Double tape the top and bottom of the package for extra support.

Q: Who do I contact to check the status of my repair or service?

A: If you have sent your product to a Canon Professional Service Centre, you can check the status of your repair or service via the Canon Online Service & Repair portal.
If you have sent your product to a Canon Authorised Service Partner, please contact them directly for a status update.

Q: What can I do if my product is still defective when it comes back from repair?

A: In the unlikely event that you still experience an issue following the completion of your repair, please contact the Canon Professional Service Centre as our repairs are guaranteed to be free from defects (subject to the our Terms Of Service & Repair).

If you sent your product to a Canon Authorised Service Partner, please contact them directly.

Q: Can I purchase spare parts for my Canon product?

A: We recommend that repairs are only performed by Canon Professional Service Centres or Canon Authorised Service Partners only, as special tools and software may be required in order to safely repair your product.
However, if required, genuine Canon spare parts can be purchased via selected Canon Authorised Service Partners or Spare Part Distributors as follows:

E.PARTS

15, rue René Goscinny
93000 BOBIGNY

Tel: +33 148 439 181
Web: www.eparts.fr

EET International

Bregnerødvej 133
D3460 Birkerød

Tel: +45 89 88 30 18

Web: www.eetgroup.com

Q: How long can a product be repaired for after product launch?

A: We are committed to ensuring sustainable support is available for our products for as long as possible. Once a product is removed from sale by Canon, we endeavour to ensure spare parts are available for the following periods:

Where it is not possible for us to obtain a required spare part during this period, we will ensure that an alternative solution is provided to our customers.

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