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Canon Product Repair Terms & Conditions

In the event that you need to send us your Canon product for repair, the following terms and conditions will apply.

Terms & Conditions

When you send a Canon product to the Service Centre you must:

  1. Keep a note of the Model and Serial Number of the product; no enquiries can be answered without a serial number.
  2. Ensure that any product sent for repair is accompanied by all of the following information:
    • contact name;
    • address; and,
    • daytime telephone number
    • If this information is not provided, or if you only provide partial information and Canon is unable to contact you as a result, Canon will be unable to return your product to you, in which case you are responsible for collecting your product within 3 months of our receipt of it. If you fail to collect your product after 3 months of our receipt of it then Canon reserves the right to dispose of it.
  3. Ensure that the product is packed properly with sufficient protection to prevent damage during transit. We recommend you use an insured delivery service in case of loss or damage during transit.
  4. Ensure that a letter/note describing the fault is included with the product.
  5. If sending for warranty repair you must provide warranty details, i.e. proof of purchase, otherwise the fixed price charge will be applicable. Warranty repairs are subject to the applicable warranty terms and conditions.

Points to note:

Please do not send in with your product any memory card or other recordable media or accessory. Canon cannot accept any liability for loss or damage to such items. Canon (UK) Ltd., cannot be held responsible for any damage caused to a product being returned to our Service Centre for repair (whether under warranty, fixed price or other) other than caused by our proven negligence. We exclude any liability for any indirect or consequential loss, damage or expense. Our liability to you will not exceed the replacement value of the product being returned to our Service Centre for repair.

Turnaround times and payment:

We will endeavour to complete and dispatch repairs within 10 working days, subject to spare part availability. This does not include the day we receive the product(s). For DSLR products and lenses, we may be able to provide an express service of 3 working days for an additional charge. We may be able to offer a same day delivery on request and at an additional charge. Please ask us for details. All repair turnaround times and estimates are subject to spare parts availability. Canon shall not be liable for any loss whatsoever resulting from failure to meet such dates.

All prices quoted include spare parts, labour, return postage and VAT. If you send your product to us and then decide not to go ahead with the repair for any reason, then we will charge you for return postage.

In the case of estimates, an estimate refusal charge also applies for the examination and reassembly of the goods. We shall endeavour to re-assemble the Goods to the condition in which they were received but shall not be liable to the Customer for any loss or damage whatsoever resulting from failure to do so.

Products will only be returned on receipt of payment (by cheque, cash, Switch, Visa, or MasterCard), unless you have an account with us and we have agreed alternative payment terms in writing.

Fixed price service

Canon (UK) Ltd offer a fixed price repair service for some models, which applies to defects arising from:

  • Normal wear and tear.
  • Failure of components under normal operating conditions.
    The Fixed Price is waived for:
  • No Fault Found (however a small handling charge may apply)
  • Minor faults or adjustments - a minimum charge of £40.00 applies (warranty on the repaired fault only)
  • Impact damage, liquid ingress or customer misuse - an estimate charge will apply.

The Fixed Price includes the following:

  • Repair of the product including parts and labour
  • Specification and function check
  • Diagnostic check for previous faults
  • Sensor Clean (DLSR only)
  • External body clean
  • Return courier costs
  • A 6-month warranty on the product for all electromechanical faults

Estimates

For some models there is no applicable fixed price, and once outside of their warranty period, repairs will be done on an estimate basis. If, upon examination, the defect is found to have been caused by any other circumstance, including, for example:

  • Improper use, damage or defects caused by incorrect storage, dropping, excessive shock, liquid damage or damage by foreign substances.
  • Repairs, modifications, tampering carried out by non-Canon authorised repairer.
  • Use of spare parts, software, accessories or consumables (such as batteries) which are not compatible with the product. Compatibility is ensured if the above are used in conjunction with Canon recommendations.
  • Damage caused by incorrect voltage input.
  • Inadequate packaging of the product when returning it to the Service Centre.

Canon (UK) Ltd will notify you, indicating the nature of the defect, whether or not repair is possible and if so an estimate for the cost of that repair.

Please be aware that we will endeavour to contact you if the final repair invoice changes by >10% from the original estimate.

Canon shall repair the Goods to the manufacturer’s specification. Workmanship and materials used by Canon in any repair of Photographic, Video or Digital products (whether under warranty, fixed price or other) are guaranteed for six (6) months, from date of repair to be free from defects under normal use. Our obligation under such repair guarantee is limited to repairing the original defects and subject to the equipment being accompanied by proof of repair by Canon – i.e. Canon repair reference number, together with detailed defect description. The repair guarantee is void if any repairs are undertaken by unauthorised Service Centres, or if the equipment is misused, neglected, damaged or if any defect arises from battery leakage and liquid damage. Canon may sub-contract all or part of the repair work.

Last Updated: 29th June, 2021

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