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FAQs

When will I receive my cashback payment?

Canon will endeavour to issue a bank transfer within 28 days of receipt of a valid cashback claim, NOT within 28 days from the date of purchase. If there is missing or incorrect information provided with a cashback claim then this will also delay the process as the bank transfer will be made 28 days after all the correct information is received. Please note we cannot be held responsible for retailers/sellers who advise customers, incorrectly, that they will receive payment 28 days from the date of purchase.

How will I know if my claim is delayed due to incorrect or missing information?

Upon having successfully registered online for a Canon cash back promotion, you will be sent by email a confirmation of your application containing both your reference number and personalised log-in details for a website on which you can check the status of your claim and its progress to payment. In the event that you have registered any incorrect information, this will reflect on that site and you will also be sent an email informing you of the information still required. The quickest way for to provide us with any missing information is by logging in to that website and updating your details.

What formats can be used for uploading documents as part of the registration process and are there any size restrictions?

Please note! Your file should not be larger than 4 MB. You can only upload JPG, TIF and PDF.

How will I know when payment will be made?

Once your claim has been successfully validated we will begin the payment process and you will receive an email informing you of the expected date by which the payment will be transferred to the bank account details you have provided.

How will the payment reflect on my bank account?

Please note that cash back promotion payments will be made in the name of Sales Promotions, so your bank details will most likely reflect that name and not Canon.

I paid for my product by credit card so why can my payment not simply be refunded back onto that same credit card?

Canon cash back payments can currently only be made by bank transfer from our bank to the personal bank account details that you have provided at the time of registration.

What do I do if any of my registered account details have changed since my initial registration for a Canon cash back promotion and I wish to update them?

You can update your bank details at any time via the Customer Online tracking System, using the log in details provided to you. This is the most secure way to update these. Please note, that if it is close to your payment due date you should also contact us by phone to inform us you will be updating these, so the payment does not go on the old account details on file.

I have ordered a Canon product within the dates specified for the promotion but it will not arrive / be delivered by the retailer until after the valid promotional dates have passed – can I still apply for this cash back promotion?

Please keep the order confirmation you have (which will be in the promotional dates) and send together with your Invoice when you fill in the application. There is a grace period of one month, after the last purchase date allowed, so you would be able to supply your documents.

What is considered to be an acceptable proof of purchase?

For in-store purchases Canon requires a copy of your receipt showing payment and the necessary product serial number information

For online purchases Canon requires a copy of your order payment confirmation and the necessary product serial number information as well as information on shop and product.

On the on-line claim form, what do you mean by ‘payment option’?

This refers to how you originally purchased the product.

Where is the product serial number?

To locate the serial number VISIT THE LINK HERE [http://www.canon.co.uk/Support/Consumer_Products/where_to_find_your_serial_number/] and it will show you where it is for your product[s]. Please DO NOT confuse the serial number with the EAN/Barcode. The photo below represents the EAN/Barcode, which usually resides on the side of the product box, this is NOT the product serial number that you are required to submit to validate your claim. The serial number is located on the body of the product itself, to help you find your serial number please consult our guide here.

Why my e-mail address was not recognized when I have registered lens for cashback?

You need to use THE SAME e-mail address for registration of your camera and any of the lenses purchased from the promotional list.

This way your purchase will be recognized and linked to your purchase of the lens.

Do I need to pay taxes or can I claim VAT back on cashback?

Participants shall be solely responsible for paying any taxes that they are required to pay by law and Canon shall not be responsible or liable toward Participants for any damage, losses or expenses incurred by Participants due to lack of or delay of such tax payments.

Also, Canon cannot advise on any of tax return procedures. Please check with your local tax authorities.

What is my bank is charging me fee for transfer of my cashback?

Canon will transfer exact amount of cashback in local currency as advertised, however Canon cannot be held liable for occurring banking costs. In case the recipient’s bank charges extra fees/commission for it, that has to be borne by the consumer.

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