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Product Repair

Find out everything you need to know about sending your product in for repair. This includes locating a Canon Service Centre, the steps to follow to arrange a repair and a selection of FAQ’s to help answer any queries that you may have.

Canon Service Centres

Please select your product using the search filters to ensure you find the correct Canon Service Centre that can repair your Canon product.

You can then take your product directly to the Canon Service Centre or arrange for it to be delivered, please view the repair process for more information.



Please note – Depending on your country you may be eligible for an On-Site Warranty Service if you own an imageRUNNER C1225iF, PIXMA PRO-1, imagePROGRAF PRO-1000 or a selected MAXIFY or i-SENSYS printer. If your printer is covered by the Canon European Warranty System (EWS) then please first check for availability and, if eligible, contact us directly to arrange the On-Site Warranty Service. If you are not eligible for On-Site service then you can locate a Canon Service Centre below.

MAXIFY & PIXMA Products – removal of ink cartridges from these products prior to shipping for repair will result in damage to the printhead and may invalidate your Canon warranty. Please follow the transportation instruction as per the User Manual for your Canon product.



Repair Process

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

In the first instance, we suggest that you refer to our consumer products support area 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. There will also be other information that may be useful to you including how to contact Canon or a Canon Service Centre for telephone and email support.

In the event that you are unable to resolve your issue via these avenues and a product repair is necessary, please follow the process below. As there may be small local differences in the specific process per country, please check the support pages for your country of residence via our country selector.

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

1 - Locate your nearest Canon Service & Repair Centre or Authorised Service Partner

Please use our Canon Service Centre locator tool to find the details of your nearest Canon Service Centre. All Canon Authorised Service Partners are independent third party organisations and, as such, operate within their own terms of service (including fees/charges, turnaround times etc…). As these terms may vary to those used by the Canon Service & Repair Centres, please contact the relevant Authorised Service Partner for further details, prior to sending an item for repair.

2 - Please print and complete the standard Canon repair form to return with your product

This form will provide your chosen Canon Service Centre with all of the information required to investigate the issue with your product, to repair it if required, and to update you on the status of your repair. If you are unable to print the form, please confirm the same information in a letter which you should send with your product.

3 - Ensure that you include all necessary information with the product being returned

If you are claiming a warranty repair, it is necessary to also include a dated proof of purchase for your product. Canon Service Centres cannot provide warranty repairs without receipt of any applicable supporting documentation.

4 - Ensure that the product is securely packaged for transit

By sending an item to a Canon Service Centre, 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. Depending on the value of the product, you may also wish to consider insuring the shipment.
Please note that it is always possible for you to take a product in person to a Canon Service Centre.


Once I have sent my product in for repair, what happens next?

Where a product has been sent to a Canon Service & Repair Centre:

Your product will be registered onto our repair system and an acknowledgement message will be sent to you to confirm receipt.

If you are claiming a warranty repair for your product, an initial investigation of the product and supporting documentation will take place in order to confirm that the warranty applies. If a warranty repair applies, your product will enter our standard repair process and, upon completion, the product will be dispatched to you or made available for collection.

If for any reason it is determined that a warranty repair is not applicable, you will be informed of this accordingly and a cost estimate (based on the estimated cost of any required spare parts and labour) will be provided. You will then have the opportunity to agree to this estimate, prior to any chargeable repair work commencing. If this estimate is rejected then, under certain circumstances, a handling fee may be applied. Please check with your chosen Canon Service & Repair Centre for further details, prior to sending your product for repair. Additionally, selected products may fall under our ‘fixed price repair scheme’. If applicable, and the fixed price offer is rejected, a charge to cover return shipping may be applied.

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

The processes, fees, turnaround times etc… for Canon Authorised Service Partners will vary. For full details, please contact your selected Authorised Service Partner directly, prior to sending your product for repair.



Canon is committed to protecting your privacy and any personal information supplied by you will only be used for effecting the repair process. Your personal data is held securely by Canon and will not be used for any further purposes. Some of the information under this category does not qualify as personal information (e.g. Settings), we will process this data to provide, maintain, protect, improve products and services and to develop new ones. For further details on Canon’s Privacy Policy, please refer to our Terms and Conditions.

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 Service Centre will take precedence over all information provided on this page.

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Repair Service FAQs

Please find a list of FAQ’s that can assist you if your product is in need of a repair.

Please note this information is only for Consumer Products Repair.


Q: How much will the repair cost?

A: Please refer to our Guide Prices for information relating to repair pricing.
Please note, this information is only applicable for repairs that are performed by the Canon Service & Repair Centre located at Unit 160 Centennial Avenue, Centennial Park, Elstree, WD6 3SG.
Should you wish to send your product into an Authorised Service Partner please contact them directly for further information. Please bear in mind that each Canon Service Centre will have their own independent repair prices.
 

Parts & Labour Estimates

There is a £42.00 (including VAT) charge, if you do not go ahead with an estimate. However, if you proceed with the repair, the time taken for the technician to produce the estimate will be incorporated into the final repair cost.

•    An estimate will include the parts, labour time, return shipping and VAT costs and usually takes 2 - 3 days to prepare.
•    Once an estimate has been proceeded the final charge may vary by +/- 5%.
•    A 6-month warranty is provided on the repair only and does not cover any other faults.


Personalised Repair Cost

By providing us with a Personalised Repair Cost (Repair Limit), usually in the region of £300, instead of requesting a Parts & Labour Estimate, you can speed up your repair turnaround time * by 2 - 3 days and save the £42.00 (including VAT) estimate charge.

•    We will contact you if the repair is going to exceed your maximum repair limit.
•    We will only ever charge you the actual repair cost, which, on most repairs is usually below the recommended £300 repair limit.
•    Most repairs are based on a £84.00 (including VAT) per hour labour charge + spares and return postage.
•    A 6-month warranty is provided on the repair only and does not cover any other faults.
•    To take advantage of this Personalised Repair Cost please enter your maximum repair limit on your repair form or letter.


The Fixed Price Repair service includes the following:

•    Repair of the product, including parts & labour

•    Specification & function check
•    Diagnostic check for any previous faults
•    Sensor Clean (DSLR only)
•    External Body Clean
•    Prices include VAT & return Courier costs
•    A 6-month Warranty on the product for all electronic/mechanical faults


The Fixed Price Repair service is waived for:

•    No Fault Found - Small handling charge may apply
•    Minor faults or adjustments - Minimum charge applies at £48.00 (including VAT)
•    Drop damage, liquid ingress or customer misuse - Parts & Labour Estimate will apply



Q: How long will the repair take?

A: The following turnaround times are applicable only to the Canon Service & Repair Centre located at Unit 160 Centennial Avenue, Centennial Park, Elstree, WD6 3SG.
Our turnaround time for non-CPS members is an average of 10 working days from the day you accept the repair costs, subject to spare part availability.

Our CPS Member Turnaround Times are as follows:

  • Platinum: 2 full working days
  • Gold: 3 full working days
  • Silver: 5 full working days
  • Red: Not Applicable

Please be aware that the turnaround time does not include:

  • The day the item is received.
  • Time in shipment.
  • Time taken to accept / decline an estimate or repair cost. (Customers whose items are not covered by a Fixed Price Repair charge are advised to provide us with a repair limit to prevent delays).
  • Time spent awaiting any customer information necessary to complete the repair (e.g. missing documentation).

All turnaround times are subject to spare part availability, and a maximum of 3 products can be booked in under the CPS turnaround time. Products damaged by impact or liquid contamination may exceed the CPS TAT’s stated above. Please view the CPS membership Terms and Conditions for more information.



Q: My product has developed a fault shortly after purchase, what are my options?

A: Canon will only repair your product under the terms and conditions of your warranty; alternatively you should contact your retailer for further assistance.



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

A: Canon provides a parts and labour warranty for 12 months from the date of purchase of your product. You will require proof of purchase to make a claim under your warranty. This does not affect your statutory rights as a consumer; alternatively please contact your retailer.

Repairs are chargeable outside the manufacturer warranty period; please contact a Canon Service Centre for further assistance. Each Canon Service Centre will have their own independent repair prices. All repairs are subject to the terms and conditions of your warranty.



Q: If my product is faulty, can it be exchanged under warranty?

A: Canon will only repair your product under the terms and conditions of your warranty. Please view the warranty terms and conditions page for more information.



Q: Can I hand in my product personally to a Canon Service Centre?

A: If you would like to deliver your product yourself, please contact an appropriate Canon Service Centre directly for their opening times. We generally recommend your product is sent by a delivery agent (for example, The Royal Mail).



Q: Who do I contact for a repair status?

A: You can track the status of your repair using the following website.
You will require your Repair Order Number which can be found on our confirmation letter or email.

Where a product has been sent to an Authorised Service Partner:
Please contact the Authorised Service Partner that you returned your product to for repair.



Q: What service options are available for portable printers (i.e. IP80, IP90, iP100 etc)?

A: If the product is within the warranty period an on site service is available from Cura Technical. However, if you wish to do so, it can be returned to CRC Tasktron Ltd for repair. If the printer is out of warranty the customer has an option of purchasing an on site service, or returning the unit to Electroversal or CRC Tasktron Ltd who will carry out a service estimate.



Q: I have an extended warranty called "MasterCare/ What Ever Happens" how do I obtain service under this scheme?

A: MasterCare/ What Ever Happens warranties are not issued by Canon. Refer to your retailer for information on contacting MasterCare directly.



Q: How do I obtain an end- user replaceable part for my camera, video, office product – printer, scanner, multifunctional etc?

A: Photo/Video Products Only

H. Lehmann Limited

247-249 London Road
Stoke-on-Trent
ST4 5AA

Tel: 01782 413 611
Fax: 01782 744 579
Web: http://www.hlehmann.co.uk/

Photo Products Only

Colchester Camera Repair Services

6 Kings Court
Off Newcomen Way
Severalls Business Park
Colchester
CO4 9RA

Tel: 01206 843 322
Fax: 01206 843 323

Web: http://www.camera-repair.co.uk

Office Products Only

CRC (Tasktron Ltd)

Unit 3 Wintonlea
Monument Way West
Woking
Surrey
GU21 5EN

Tel: 01483 776 060
Fax: 01483 721 389

Web: http://www.crc-tasktron.co.uk

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Repair Form

Please complete this form in capitals and send it together with your product. The details will enable us to process your repair as quickly as possible. 

Please note, this form is for use when sending an item to the Canon Service & Repair Centre only. When sending a repair to an Authorised Service Partner, repair processes & any applicable fees will vary. For full details regarding individual Authorised Service Partner repair requirements, along with any applicable terms & conditions, please contact your selected Authorised Service Partner directly, prior to sending your product.

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