What is considered to be an acceptable proof of purchase?
SHOP PURCHASES: For in-store purchases Canon requires a copy of your receipt showing payment and the necessary product name information. The receipt must include the product purchased, the price you paid, the name of the retailer and the date of purchase.
WEBSITE PURCHASES: For online purchases Canon requires a copy of your order confirmation and the necessary product serial number information. The order confirmation must include the product purchased, the price you paid, the name of the retailer and the date of purchase.
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 upload the common standard JPG, TIF and PDF formats only. A photograph taken of the receipt or on-line order confirmation with a smartphone is acceptable if all claim information is clearly visible.
Where can I locate my product’s serial number?
The exact positioning of Canon serial numbers can differ from product to product. Please consult the following useful link to determine the general positioning of Canons serial codes for your specific product. In general Canon serial numbers will be listed both on the product itself and also on the accompanying product box.
Please DO NOT confuse the serial number with the EAN/Barcode shown here:
EAN/Barcode - NOT the product serial number
The above photo 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.
I am experiencing problems when trying to register for this promotion online
Most devices should easily be able to access the website i.e. a mobile/smart phone, pc and apple mac etc. However, in some instances the device you are using might not be able to connect with the website. In the first instance you might want to try and access the website from an alternative device or consult the manufacturer of the device for advice.
If you are still experiencing problems you can e-mail us at email@example.com
What transactions/products are excluded from this cashback?
Full details regarding which products are eligible for each promotion are provided on our website or promotional leaflet provided. Any specific product exclusions are also detailed in the promotional Terms & Conditions that are also available from the promotional website. Exclusions include:
1. Non-promotional products – i.e. products that are not specifically mentioned as eligible products under the Terms & Conditions of the promotion on the Canon cashback website;
2. Products that have been purchased outside of the advertised designated promotional sales period window;
3. Second-hand, refurbished or reconditioned products, or products which are counterfeit or infringe the intellectual property rights of the Canon group of companies in anyway (for example, including but not limited to parallel or “grey” import products).
Read More about Grey Market/Parallel-Import Products; This promotion cannot be redeemed in conjunction with any other promotion, except our Lens Reward promotion
Is it possible for me to apply for this promotion by post instead of online?
The option to apply for this promotion is online only. If you are experiencing any difficulties, please call 0800 044 3251
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 cashback 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.
Do I have to live in the UK or Ireland to participate in this particular cashback promotion?
You need to be resident in the EU. So, if your current address is outside of the EU, however you are resident in this area and hold a valid bank account there, you can still apply. Please, note the products need to be purchased in UK/ROI as well.
I have noticed that some other Canon countries are holding different promotions for different products – why does Canon offer different promotions on different products in different countries?
Sometimes other countries run different Canon promotions as they may be better suited to their own local customers or markets.
I was unaware of this promotion and I purchased a product a few weeks before / after the specified promotion dates. Can Canon make an exception and authorise a cashback for my purchase?
We apologise that you have had this experience; however, you can apply for the promotion only if your product is purchased within the dates stipulated in the Terms and Conditions.
How can I track the progress of my claim?
Within 2 days of registering your claim you will receive an e-mail containing login details: a unique user name and password to access the site. These give you access to log in and track the progress of your claim. Please note: from time of registering your claim it can take up to 10 days for all the information to be validated.
You can quickly check the status of your claim here and enter your claim reference number (this is on the top right of the confirmation email sent to you which you would have received when you submitted your claim).
On the tracking website it says my claim is being processed, what does this mean?
Once you receive an e-mail confirming your claim has been validated (up to 10 days after registering) it will be sent for payment. It can take up to 28 days from validation before your bank receives payment (although it most instances it is sooner). NOTE: it can take between 3 – 5 for some banks to process the payment and for it to show on your statement.
Below is an explanation of each claim status:
This status indicates that your application has been received and is currently being processed by our representatives.
This status indicates that data is missing. For example, the serial number provided is not valid or the proof of purchase does not show the date of purchase. The reason for this status is displayed under the 'Comments' section.
This status indicates that all data has been provided and the claim has been successfully validated, i.e. you don’t need to provide any additional information in relation to your claim.
This status indicates that the claim submission does not comply with the promotional terms and conditions. For example, the purchase was not made within the valid promotional dates. The reason for this status is displayed under the 'Comments' section.
Why can’t I log onto the website to track the progress of my claim?
Please note the login is case sensitive so please ensure you type it in exactly (with upper/lower case) as you have received it.
If you have lost your login details you will have to reset your password at this address, following the instructions. https://customers.sales-promotions.com/login-customer-forgetpass/
If you continue to experience problems logging in, then please email us at: firstname.lastname@example.org
What do I do if any of my registered account details have changed since my initial registration for a Canon cashback 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 after you initially uploaded your claim. This is the most secure way to update personal information. Please note: if it is close to your payment due date you should also contact us by phone on 0800 044 3251 to inform us you will be updating these, so the payment does not go on the old account details on file.